Using Freshservice

Hello, Is there a way to automatically add an entry time when a ticket is created in freshservice? Any app or configuration would be useful. Thanks.

Especially ITIL 4 and the changes re ITIL v3/2011. I’d love to know and maybe we can help each other with our ITIL-related issues.Please share your thoughts as a response.Thanks.

I just noticed something odd, in the middle of migrating data and doing initial setup.  The ID numbers for agents shown in the web UI do not seem to match up with the ID numbers in the API.This might be expected but it seems really weird, and I’ve never seen another app that seems to have different IDs for seemingly the same objects.  Is this the same for everyone?ID from the Web UICan’t query via the web UI ID in the APIBut if I list all agents and pull the same person’s ID from there (different

In the Fields for projects, I have setup the fields The question is the numbering of projects and the project list display. We number our projects like thisKey – Prefix = DropdownYR – number   2 digitsSequence – a 4 digit numberQuarter – DropdownQualifier – dropdown   Here is my question. I want to create a filed that combines all the information into one field. In the fields above if I enterKey – ISSYR – 21SequenceQuarter - 3Qualifier - G  have the results like the below inserted in a box that I can display on the ticket.ISS-21-1078-3-G

I’m not the “super admin” within my Fresh Service instance but I have been granted some elevated permissions.  I’m want to access the “https://millimanhelpdesk.freshservice.com/api/v2/groups” api to pull a list of groups - primarily to match group ID to group name.  However, I’m currently getting an “access_denied” message.  What permissions do I need to ask for in order to access the groups api?   Thanks,Ryan 

Hi, i need help with the freshservice system, i have 2 days that i can´t login with the admin account, it says an error "too many redirects" i cleaned up my cache and the problem persist. I need help quickly please, i have 2 days without this service, i can´t see the incidents or any ticket.

Hi,I have been using the Onboarding module for a while now and to get a picture of how things look, I have also created a report.When I pull the report, all the child tickets are listed down the left (SR-xxxxx) and they all refer to their Parent ticket. So far so good, BUT the parent ticket always starts with INC-xxxxx, If you go into the Parent Ticket, it shows as SR-xxxxx Any ideas what is happening here?

Looking for ways to connect your monitoring tool with Freshservice? We got you covered.Freshservice’s AMS can be integrated with any monitoring tool that supports API payload.Watch this video to find out how to set this up in your Freshservice instance. Resources:Alert Management Kbase - https://support.freshservice.com/support/solutions/50000000126​​​​​​​

We have a number of services that we pay monthly.  Are you using FreshService to track these?  If so, are you using POs or Contracts?  I also cannot find reporting that will show me costs over a period of time.  Thanks for any tips!

Hi There,We are currently working with a customer who wants to know how much time has the agents spent on resolving tickets in a week and in a month. Can this information be extracted? Thank you.Best,SPR

Ten years ago I wrote a blog called Giving Back to the ITSM Community in which I stated that we have the answers to most of our ITSM and IT support questions between us. I still believe this to be true and an upcoming Fireside Chat with Freshworks will discuss this, some specific common issues and “the answers,” and how we can better help each other to improve by using knowledge-sharing capabilities such as the Freshworks Community.The chat details are still being finalized but if you subscribe to this post you’ll be updated once this is done. Thanks.

Hai all,    I created an application in freshservice which is integrate with the third party systems. Everything is working fine in that app. But i need to add new features in that app. They are,Add user scopes to make the app accessible only by selected persons.Add private note when a button clicked in an app.How can i complete these tasks? Kindly share your suggestions. Thanks in advance...

I am trying to create tickets using postman or python , but i get back this error as follows{    "code": "access_denied",    "message": "You are not authorized to perform this action."} from http.client import HTTPSConnectionimport jsonfrom base64 import b64encode#This sets up the https connectionc = HTTPSConnection("midwichhelpdesk.freshservice.com")#we need to base 64 encode it#and then decode it to acsii as python 3 stores it as a byte stringuserAn

bonsoir l’api ne renvoi que 30 enregistrements.pourquoi ?exemple : https://<societe>.freshservice.com/api/v2/requesters 

I have several Categories and Sub-categories used in Incidents and Changes.Is it possible to hide categories if they are no longer required? If not, what happens to the information in existing (albeit resolved and closed) incidents and changes if I delete the Category or Sub-category?

Seems like the FreshService Discovery Agent does not support the latest OS for Macs. Can we please get this sorted?

Good day, I've encountered a problem with getting agent data via Freshservice API. I'm making a GET request at '/agents/${id}’ to accuire an agent user data information, but in response I'm getting 404 Not Found Error.I use requester Id that is present with the creation of a ticket. I should note, that when the requester is not a Freshservice agent I can get their data just fine. How can I fix this problem, or is it a known problem? If so, when I can hope it will be fixed? 

Hello everyone, We recently launched our first edition of the Freshservice Service Management Benchmark Report (#FBR2021). According to the report, the average resolution time drops dramatically by 28% when organizations actively adopt automation.You can download the full report here.We also realized that automating workflows can also give a lot of time back to IT agents and help focus on other critical tasks.How did we arrive at this conclusion? We anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets to draw insights for key performance indicators (KPIs) across industries, regions, and organization sizes for agent productivity, service desk efficiency, and scalability of service management solutions. Watch ou

Maybe someone has a tip for us:We want to assign incoming tickets to an agent group. Special feature is, we have two agent groups:  1. internal IT (standard office hours)2. External IT Service Desk (extended office hours) How can we set this up so that, for example, from 06:00 PM to 10:00 PM all incoming tickets are assigned to extended support and the next business day from 08:00 - 05:00 PM the rest to inquiries? sorry i can't find any option. :(Thanks a lot and see you soon,Christian  

​​​​​​Hi everyone, We are excited to share with you our first edition of the Freshservice Service Management Benchmark Report 2021 (FBR 2021)—a benchmark index for key performance indicators (KPIs) for IT Service Management. The FBR 2021 encourages organizations to measure their KPIs and benchmark against the index, thus allowing ITSM leaders to decide and act on what levers to pull, to ultimately deliver a delightful experience to employees and customers.With anonymously aggregated data from 3200 organizations and over 47 million unique service desk tickets, the FBR 2021 draws ins

I have mentioned this in the past and it’s worth repeating. It’s not necessary a “Feature Request”. It’s more a request to fix the UI.The Save/Publish functionality in Solutions should mimic the dropdown menu in Service Items. Aside from the Save/Publish two step being a bad design, it is prone to errors. Agents click Save and naturally assume their changes are published. In order to publish, there is an entirely different button forcing one to perform more steps than necessary or just completely forget to publish and what should be a live article is hidden because Save defaults to Draft mode.Canned Réponses have a completely different design. Update. That’s it.So three different ways tells me that the different developers are doing things differently and not following (or having) a single Human Interface Guidelines to go by.

If you work in a country where it’s now considered “the summer” and many people are on vacation, it might provide you with a bit of breathing room to look to improve your IT service desk operations. Do you have anything planned or in flight and do you need help? Please let me and other Community members know (by way of a response) to see if we can collectively help (plus to inspire others). Thanks.

We recently purchased Lumapps wondering if there is any integration with Freshservice.

If I want to update a Service Request item. with the following@" { "priority" : 1, "status" : 2 } "@But when I run my code I get this....Invoke-RestMethod : {"description":"Validation failed","errors":[{"field":"type","message":"It should be one of these values: 'Incident'","code":"invalid_value"}]} At I don't want to update the "type" field because it is already set to "type": "Service Request", if I change this to "type": "Incident",It works but lose all information on the Item.If I add "type": "Service Request" to the code it does not work.... Does someone know how to bypass the error.... Or another workaround?@Freshplease update you're API....

any body threre whether anyone else experiences frequent, random issues where they lose their resolution project whilst working on a ticket? It will just go blank halfway through typing, it feels like the page is refreshing/reloading but haven't managed to catch a trace of it happening yet.any possibilgty solution t