Using Freshservice

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?

We are trying to create a ticket automator to automatically assign a service request to a group.  Service request gets created, but it doesn’t seem to be applying the rule and assigning the ticket.

Hi,I am exploring the possibility to update a new ticket’s due by using Update A Ticket API, document for the related API as below:https://api.freshservice.com/v1/#update_ticket_priority May I know if all fields of a ticket can be updated by using this API? Cause I tried priority field, and it is updated successfully, but it doesn’t work for due by. Regards,Roland Ng

Hi,Can I get Hide/ Disable actions for both custom and default fields in both Card and list view?

@All, How can create a custom regular forms in Freshservice.When i say custom forms, its not related to Service Catalgs. TIAVijay

I'm having trouble signing in to my account. I will follow the update of my browser as you recommended. I have employee monitoring software running and it recognizes this site as untrustworthy. It turns out that I cannot use your product during worktime. Please help me to solve the problem.

Hopefully this is a simple answer. I did a search but found nothing helpful.We have a Freshservice form that we’ve set up for customers to fill in when requesting a new workspace be set up in an IT platform we use and there are a limited number of colour options available. We would like to include an image/screenshot of those options in the form so that we no longer get specific colour requests that we have to respond to, i.e. ‘Can we have it in Mint Green?’ No, but we can do just Green.I’ve looked at the form creator but can’t see an easy way of adding an image in. Is this possible? If so, could someone explain to me how I do it.

I am adding Drones as an asset, I would like to require creation of a controller asset when someone adds a drone. Can anyone point me towards a good reference? 

This feels like a recent change, but if I make a private (or public) note on a ticket I have noticed recently that I get a “# New Conversations” popup that persists until I click the refresh button on the popup.  Sample of the notificationI totally get the validity of these popups if the ticket customer, or another agent were to make a note on the ticket, but if I am the one making the update, these notifications only serve as noise and confusion.Now when I see the notification, I need to try to determine if the notification is about “my saved note” or perhaps something new just came in?The popup doesn’t disappear with time like the save confirmation note in the upper right corner, instead it sits there front and center. Again, I think this just started recently.  I called support and they sa

Hi allAs my friends in the US and around the world give thanks today, I thought of all those people who tirelessly work to help others on their organization’s IT service desk.What or who in IT would you give thanks for (and you don’t need to be American to do so)?Please let me know in a response :)

Hi everyoneI’m new to Freshservice, and I’m trying out some features. I installed the SCCM and the domain probe. Unfortunately I had first started the SCCM sync which has imported the users. A day later, I have discovered the domain probe and started the sync. Now the user are not merged.I.e.:I have a user called John Appleseed. He was synced via SCCM and later via domain. When I check his entry, I only have his name and the email address.A different user Heidi Smith dosn’t have a device therfor no SCCM sync but a domain sync. From her, I have the name, department, position, email address, supervisor…What can I do or how can I fix this?Thank you all for your help.Best Regards,  

Currently, in the legacy reports, we do not have an option to filter by "status". It would be great help if you get this added into the reports. 

Hi all,We are a current user of freshdesk with a basic servicedesk setup for IT. We are wanting to migrate our current config and history across to freshservice.Is anyone aware of how to do this?

Is there a way to not make the requester reply to a closed ticket? And leave a message saying to open a new one instead when we close ticket?

Has anyone encountered issues when trying to scan an IP range for Cisco network devices?  I have confirmed by SNMP v3 creds and the range, and what comes back is incomplete.  Is there configuration on the Cisco device side that needs to be done to allow it to pull the correct info?  Seems like the agents work great but the probe is lacking...

Hi all, Rather new to the Low code environment with Power Auto, I am running into an issue with using the Fresh Service ‘Create a Ticket’ Connection. I see in the API Doc it states that a ticket can be recorded as a Incident or a Service Request. When trying to connect the API connection with in Power Automate with a Service Request the Trigger is avoided altogether when called but if the ticket is an Incident it will trigger. "method":"get","path":"/trigger/helpdesk/tickets.json"Is there a way for pulling a trigger for a Service Request instead of an Incident?Kind Regards,Cam

Is there an way to create a custom report that shows CSAT survey responses?

May I ask why tabular data don’t display all the rows? In my case, it only displays 31 rows instead of what it displayed in title (63 Records)

We’re all different in our own way, having been shaped by a variety of factors from our parents, through education and work life, to the many personal experiences had through life. But then there are factors such as where we live and have lived in the world that impact us too.It made me wonder how many of us know the particular differences for ITSM that relate to the country we live in versus the data and insight that generally comes from North America and the UK in teh main.So what would you call out as an important geographic difference that’s missed by the commonly shared IT service delivery and support best practice? And what should your geographic peers do differently?

We are looking at getting our Avast alerts configured in the Freshservice alert module. There is no specific integration for Avast, but I thought we could use the custom integration. However one of the requirements is “Copy the alert payload structure sent from your monitoring tool in JSON format and paste it below..” We have reached out to Avast support to request this and they have told us lthey cannot output their alerts in JSON format.  

Hopefully something simple but it’s been annoying me for some time.I have added a custom field (a date) into our Requests form and I am able to query it etc. using the API.The absolute final thing I need to be able to do is simply clear the date through the API. Just the one little button highlighted below, but I cannot find an API command for doing this for love nor money. Please someone save my madness.

Hello,I’m setting up Azure Alerting to FS, following this article. Integrate Microsoft Azure with Freshservice Alert Management : FreshserviceI’ve setup both ends. But the article does not mention what the URI is in one of the steps in Azure.Where do I find the URI? Thanks