Using Freshservice

How do you ensure that pre-approved changes are indeed pre-approved and not being selected to skip approvals? I know actions that can be manually done to prevent this but I want to enable change implementers to use pre-approved changes more effectively. My initial thought was to have a business rule that forces a change template is selected/required on submitting the change request but there other benefits to using templates outside of pre-approval and doesn’t really fix the change process avoidance issue.How are you doing this at your organization? We tend to align with ITIL where possible but has been a 2 year journey thus far. Thanks in advance. 

I just stumbled on this article updated May 14, 2020 about change from Sendgrid to FS own mail servers. This is a big change as it would seriously impact users receiving emails from helpdesks everywhere. How is it possible a change like this can take place with no emails sent out to customers? No post here in the forums? Are we just supposed to find out when our customers stop receiving helpdesk emails?https://support.freshservice.com/support/solutions/articles/50000001087-migrating-from-sendgrid-to-freshworks-email-service

We are testing freshservice for first time, email regarding ticket responses goes just fine, but I cannot get any email sent to new users or agents when they are added. Also cannot get reply emails regarding the online academy training login either. Any suggestions, our email is through G-Suite.

One of the things I always tell people asking about their ITSM capabilities is that their vision of how well other organizations are doing is likely much higher than the reality. To help, I’m sharing a snapshot from 2012 (I plan to redo the survey very soon) and I’d be willing to bet that while there is improvement there’s still much that could be improved on in terms of our collective capabilities. Especially when sharing them with other business functions via enterprise service management. How are you doing in respect of the following processes?   Answer Options All Good Good But Needs Improvement Poor/ Basic Planning/ Establishing Seen As A Nice To Have Longer Term No Interest Service Desk operation 18.4% 63.2% 14.5% 1.3% 1.3% 1.3% Incident Management 17.1% 67.1% 13.2% 1.3% 0.0% 1.3% Self-service 8.0% 25.3% 42.7% 14.7% 5.3% 4.0% Problem Management 9.2% 38.2% 34.2% 10.5% 6.6% 1.3% Event Management 12.2% 33.8

I am using Freshservice Project management. Creating the tasks and subtasks work okay. When I try to use the drag and drop for Finish to Start or extend a tasks time in GANTT view, more often than not, the project management page will lock up. Eventually the browser returns the error message ‘This page is not responding left for a while. It comes back eventually. It seems to take a long while for a simple change. Other times, the page will return to an unhappy face and must be closed and reopened.Any feedback much appreciated.Using MS Edge or Firefox - happens in both

Hello,I have this problem with a client where after about 7 days it stops working.If I cancel the ongoing IP range scan it will just start again and work for a few days.This is what I see in the logs at the moment the task was supposed to start on the day it stopped working: 2021-09-21 10:15:03,364 [8] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - waiting for monitoring thread to complete.2021-09-21 10:15:05,833 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 12021-09-21 10:15:08,864 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:11,882 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:14,898 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be stored: 02021-09-21 10:15:17,915 [66] DEBUG Freshservice.DiscoveryProbe.Scanner.DeviceIterator - Number of devices to be

Hello, alI I am setting Fresh-service for the first time and exploring the features. Just need to know what is the difference between an incident and a service request? I hope my journey will be amazing with the new CRM.  

I’ve searched for a definitive answer for this but I haven’t found one as of yet…Does anyone know how to administratively activate requester and/or agent accounts?In any scenario with automated provisioning (ours is via Okta, for example), the concept of asking users to do an email interaction to validate themselves seems redundant and unnecessary but I can’t seem to find any place via UI or API to activate accounts centrallyTo be honest, I’m not even sure what this does as 99% of our people are showing the “send activation mail” link but nobody seems to have issues accessing the system.  Part of this question is just about getting rid of that spurious link. 

Hello,To achieve the automation of user creation in our AD, I followed this post and I also drew some information here. Now, I would like to be able to automate this user creation by limiting as much as possible the fields that the people in our HR department should fill in.For example, if the user selects the field "User site" = site AI should be able to automate the autofill of user attributes as 'Address' 'Postal code' 'City' The simplest solution would have been to condition the automatic filling of certain fields.but I do not have the impression that it is possible. any idea how to do this?. Thank you.

If your IT self-service capabilities are working well, then you might want to consider extending them to other business functions (whether you wish to call it enterprise service management, digital transformation, or simply business improvement). A recent Freshworks survey found that 44% of organizations currently do this, with the top self-service sharing use cases:Human resources (HR) – 30% (this is 68% of the organizations that have shared their IT self-service capabilities) Finance – 20% Facilities – 19% Security – 17% Business operations – 15% Customer service – 13% Procurement – 12% Legal – 12% Sales and marketing – 12% (this is 27% of the organizations that have shared their IT self-service capabilities)Have you done similar? If so what did you learn that would help others? Please let us know these helpful nuggets as a response.

Have any of you tried to connect the freshservice alert function with LibreNMS? If so how?

Hi,Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.ThanksChris

We want to have a service catalog item call Password Reset, requesters would simply select that item, their name and application they need a password reset for. The problem is that it generates an email to their manager for approval. We are looking for way to stop sending that approval process. Any ideas?

Hi!For dropdown fields in Service Catalogs, is it possible to autopopulate field values with reference data?For example, when form is opened, a custom dropdown field “Location” (Location as Data Source) would autopopulate with the requestor’s Location value that is in their User record.Additionally, can default values be given to variables?Thanks! 

I’m looking for an API - similar to the /tickets/[id]/activities that would return the activities for a change.  Is there one available?

If you’re participating in this Community, then there’s a good chance that you’re now using a Freshworks solution. If it’s Freshservice, I was wondering what you like most about it versus your old ITSM tool. This can be one or many points.There’s also likely something(s) about your old ITSM tool that you liked and now miss. What’s this? It’s worth calling these out too, if only to see if they can work their way into the Freshservice roadmap.Please share you your ITSM tool experiences by commenting as a response. Thanks :)

A teacher turned technology leader.A CIO who once aspired to be a film maker.A one-man IT support to Vice President of IT.Meet The Change Makers, proud customers of Freshservice, who challenged the status quo and flipped the switch on their ITSM strategy to improve the perception of IT, enhance stakeholders' experience of technology, and delight end-users.Presented as a set of 9 stories and 5 podcast episodes, the series captures the trials, tribulations, and triumphs of 9 IT leaders. You'll hear tales ranging from - reversing 12 long years of technology stagnation to how an accidental IT analyst made it to the highest echelons of IT management.Catch the stories on changemakers.freshworks.com/storiesListen to the podcast on https://changemakers.freshworks.com/podcast 

Is there a way I can present the report without it automatically turns to the next page?

Is there a way to modify some fields, i.e. if I need to change Urenecy to these 4 categories (low, medium, high, critical) how do I proceed

Hello Team,Just want to ask if i could edit a requested item info? i noticed there is a edit button, but once i clicked on it, this message will apper ( No Fields to edit here)is there a way to enable the edting of the fields on that service item?

I’m using Fresh Service and I’ve noticed some behaviors in the Changes area that’s causing me problems.  The default view, “New & My Open Changes” has the filter of agents = “me” or “unassigned”, created in the last 6 months and a status of “Open”.  The problem is that when people come into the Changes area no records are found in this default view because in our environment changes do not stay in the status of “open” very long, but people think of “open” as any change that is not closed.  I would like the ability to add statues to this default view but I can’t.  I can’t change the default view that people land on.  Has anyone else struggled with this behavior and how have you found a solution for it?  Thanks!

There’s a lot of helpful stuff freely available out there but I appreciate that, especially when quality is brought in, not everything that’s needed can be found.So, which topics do you still need help with? Please let me and others know as a response to this post. Thanks :)

While communities such as this are great for getting advice on how to do technical things with Freshworks products, what about when you want “operational” guidance on something like the structure of a priority matrix or what a suitable first-contact resolution (FCR) target would be?Would you ask for help here too or would you seek advice from elsewhere? If so, where else would you look? Please let me know and share your helpful sources as a response. Thanks :)

Hi, I try to connect my freshservice app on my samsung pad with my google account but it’s not working anymore. i have a 403 error i think there is a problem with google device policy.