Using Freshservice

I want to create a service request type with approval process to obtain read only delegated access to an employees O365 email. I’m not able ot locate any specific App level integration that include a mailbox permission function.  Has anyone used one or will i have to revert to powershell?

Eddie is a service desk agent who keeps missing out on his Resolution SLA. Eddie's Manager advised him to watch out for tickets that is due for SLA on a daily basis. How can Eddie have these SLA critical numbers flash over him everyday? Chatbot can be Enabled from? Can i associate an incident ticket to release ticket?

I am attempting to Deploy the agent at scale using the Ivanti End Point Manager, similar to Microsoft SCCM.  In order to do this, I’m scanning each computer to see if the agent is installed and then creating a self healing task to install as needed.Does any one know what the folder path would be if the agent is installed or registry key?Something like does the folder “c:\programfiles\crowdstrike” exist or does “HKLM\SOFTWARE|CROWDSTRIKE” exist?I can’t find any documentation or even poke around on my computer for something similar to see if it exists.Any help would be appreciated.

None of my crew can log into Freshservice. Getting message “You are not allowed to access this page!”Tied in with Microsoft SSO. 

Hi All,We’re new customers to Fresh Service and was quite happy to see they had a built in request for loaner items.That as gone away. Trying to get support to explain how the loaner service works and get any real assistance is quite futile.We added our loaned items to the system. Set them to in use, assigned a user and a assigned on date.When a new loaner request comes through, it always auto assigns a device that is already on loan, NEVER auto assigns a device that is available.Has anyone else had the same issue and how did you overcome this?

I’ve made a ton of Automator Workflows for Tickets and I realized pretty quickly that if I didn’t include some version info no one but me would ever be able to work on them (to improve or repair).So I use the Description field as you can see below - each time I make a change I update the field by:increment the version number include the date  include at least a little detail about what’s changedAfter awhile those 500 characters run out so I have to truncate the field but I didn’t want to lose all that history so I created a spreadsheet where I hold all the truncated info.  I did this in both Fresh Desk and Fresh Service which is what we now use.Anyone else have any cool hacks to share?

Greetings to the community, I am setting up Fresh-Service for the first time and exploring the features, I am confused between Incident and a service request? Please some expert clarify the difference between two. I am exicited to start an amazing service with Freshwork CRM....  

We are just about to purchase some more FreshService licenses for our building Services team so they can track job.We use FS within the IT branch and have setup a specific request form for our purposes. The building services team will require different fields on the form. Is there a way that there are 2 request forms, that IT can use and building services can use? 

Can I use client.interface.trigger ("setOptions" in Freshservice interface api custom app?I could not find it in the documentation. But this is available with Freshdesk interface apiThanks.   

Hi,I'm wondering if there is anyone who has experience with creating a webhook on Versa Director to create tickets on Freshservice ITSM..please see the attachment to view my configuration that did not work.Many thanks in advance.** Versa Director provides the essential management, monitoring and orchestration capabilities needed to deliver Versa’s Secure SD-WAN architecture network and security software servicesKamal

Hi, is there a way I can make the customers share their location coordinates by pinning their location on Google maps and then sharing it on the customer form? Plz help.

Hello Team,May I know if possible to disable / hide the “ All service Items”  option in the catalog? my requestors are really overwhelmed with all the service items. I want them to see them per category. Maybe if there is option not to select/ direct to  “all service items” once user visited the service catalog.     

I’m looking for a way to reject tickets from specified requestors, specifically shared email accounts in our organization. I’m aware that I could do this via automation, but I’ve noticed that under Admin > Requesters I see that there is a category for Blocked requestors. I’m having trouble finding information on what exactly it means for a requester to be blocked, or even how to mark a requester as blocked. Any info or insight would be very much appreciated! Blocked Requestors category 

Hello,  I would like to add a placeholder for all pending approvals as well as what I have below.  What would I add to make that work.  Main issue if we have one approval and then a pending if we add another approval the one we just added to approve does not see anything because its only the last approver at the moment.  Thank you, 

Good Afternoon.How can I create the following report:- Resolution percentage % by agent group per category of tickets in a category.Example:- Category name: "Operating System"- 12 tickets exist in this category- 6 tickets out of these 12 tickets were solved by Team ABS- this means 50% of the tickets in the operating system category were solved by ABS.Thanks for the support :)

Pretty please :)Please help. Each year, the ITSM.tools website checks in with readers to see what ITSM topics they'd like covered in the year ahead. Here's your chance to help us to help you. Hopefully, I can say... Thank you for spending < 1 minute completing this one-question poll...https://docs.google.com/forms/d/e/1FAIpQLSfl6Zsu5NzsfykrLPu2YSrPU6F6oQf4fBxk8cX2nEhd5WnTgQ/viewform

Over the last decade we’ve seen a move from hiring people with deep technical knowledge to those with superior interpersonal skills. Driven by the need to deliver better service experiences and helped by the greater use of knowledge management and automation.How has your organization’s IT service desk hiring focus changed? Does this approach fit or are you looking for other capabilities these days?Please share your thoughts as a response...

“Ticket visualization helps cut through the noise and provide clarity to easily comprehend and communicate information”We are enhancing how you visualize tickets on Freshservice to increase agent efficiency and a clutter-free user experience with:Introducing Kanban Board for Tickets- You can easily analyze ticket life cycle at different stages for multiple teams on single page to identify work in hand items and eliminate bottlenecks.Improve speed and flexibility to track issue faster

Is it possible to get a hyperlink from a service catalog item so you can place that one item someone where it may get more traction, such as an employee intranet page?  I’m looking to put one of our Service Catalog Items directly on our Lending Intranet Page to help them streamline their lending platform issues being reported.  This would provide less clicks for staff looking around for answers, and direct them exactly where they need to be.Has anyone done this before? Is it even something we can do?  I see we can add a hyperlink into a Service Catalog Item, but just am not able to find where a path would be for a certain Catalog item.

Hi,I want to remove some custom fields in certain service articles and replace them with different ones (different data type), as our internal processes have changed.Now I get a warning, that the data from the fields will be removed from old tickets as well. Is there a workaround or intended way to achieve the following:Replace custom fields within a service article   AND   Don’t delete the data the custom fields contain in old tickets 

Hello, I was wondering if there was a way to give a requester the ability to fill out certain fields in a form that can be routed and filled out by one department to another. If so, how can this be accomplished? For Example: Requester opens a ticket and fills out form -> Routes to Finance Finance fills out other fields on form -> Routes to CEO CEO fills and reviews form -> Routes to Facilities Facilities reviews and closes out ticket. I appreciate any feedback you have to offer. Thanks!

Hi Team,Is it ok to disregard the response due for Service Request? specially when an SR has an approval first?or should an agent really need to response? 

Is there any way to customize agents' permissions so that they only have access to specific contacts?In our case, it's about a partner who should only see the tickets of a certain group of customers. However, since all contacts are displayed to this, this is a high security risk with regard to data protection laws. Is there a way to get around this risk?