\u00a0<\/p> Agenda:<\/strong><\/u><\/p> Date\u00a0<\/strong>: 1\u00a0August\u00a02023<\/p> Time :\u00a0<\/strong>8:30 PM IST | 8: 00 AM PT | 5:00 PM CET<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section> \u00a0<\/p> Don't miss this exclusive opportunity to gain valuable insights into CX\u00a0Analytics and have your questions answered directly by our experts.<\/p><\/section> RSVP NOW!<\/p> \u00a0<\/p> If you would like to know more about the Webinar Series,\u00a0click here.<\/a><\/strong><\/p>","author":{"id":43548,"url":"\/members\/kamakshi-v-43548","name":"Kamakshi V","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e865e8ef-3f5e-4151-899f-7677e48d6699.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"type":"Webinar","url":"https:\/\/community.freshworks.com\/events\/deep-dive-of-cx-analytics-215","image":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/571f8b4a-eafc-47b9-96c2-6e43369458aa_thumb.png","location":"","startsAt":1690902000,"endsAt":1690905600,"contentType":"event","attendees":[{"id":36543,"avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d4286013-54d0-4e25-95be-cc566e9744db.png","name":"Madubuogu","rank":{"name":"Community Debut","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","isBold":true,"isItalic":false,"isUnderline":false,"color":""}},{"id":46234,"avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a701246a-4dd5-4074-8aee-7b76bf55b415.png","name":"HarrisonDavies","rank":{"name":"Community Debut","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","isBold":true,"isItalic":false,"isUnderline":false,"color":""}},{"id":46421,"avatar":"","name":"Poppy Broker","rank":[]},{"id":46562,"avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/78a403ed-30bf-4d5e-848f-8bdcf9a57e49.png","name":"nand","rank":{"name":"Community Debut","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","isBold":true,"isItalic":false,"isUnderline":false,"color":""}},{"id":46570,"avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/1b6899ba-1d8a-42e8-82b9-05e49aece88c.png","name":"Divyanshu","rank":{"name":"Community Debut","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","isBold":true,"isItalic":false,"isUnderline":false,"color":""}}],"attendeeCount":193,"isLoggedInUserAttendee":false,"createdAt":"1685703885"},"config":{"selectedTopic":{"id":215,"title":"Deep-dive of CX Analytics","content":" Join us for an immersive deep-dive session on CX\u00a0Analytics, where we will take a closer look at its features, discuss real-world use-cases, and provide a detailed product demonstration.<\/p> \u00a0<\/p> Agenda:<\/strong><\/u><\/p> Date\u00a0<\/strong>: 1\u00a0August\u00a02023<\/p> Time :\u00a0<\/strong>8:30 PM IST | 8: 00 AM PT | 5:00 PM CET<\/p><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/div><\/section> \u00a0<\/p> Don't miss this exclusive opportunity to gain valuable insights into CX\u00a0Analytics and have your questions answered directly by our experts.<\/p><\/section> RSVP NOW!<\/p> \u00a0<\/p> Using Freshservice Thanks for your keen interest in the Major Incident Management<\/strong> module\u00a0\ud83d\ude4c<\/p> What we\u2019ve shipped is just the Beta<\/strong> version.\u00a0There are tons<\/em> of enhancements lined up.<\/p> Our current roadmap is listed here<\/a><\/strong>.\u00a0<\/p><\/div><\/div><\/section> You\u2019ll notice that several enhancements related to Post Incident Reporting and Status Page customizations are coming soon within one or two quarters. But knowing which enhancement you\u2019d like to see first<\/strong>, would help our Product team immensely.\u00a0\u00a0<\/p> So, browse through the list and make your choice.\u00a0<\/p> And in case we missed an enhancement request,\u00a0let us know by commenting on this thread.\u00a0<\/p> Ciao!<\/p> Anusha :)\u00a0<\/p>","url":"\/major-incident-management-11419\/poll-which-enhancement-would-you-like-to-see-first-in-freshservice-major-incident-management-32463?postid=80835#post80835","creationDate":"2023-07-27T05:41:06+0000","relativeCreationDate":"5 days ago"},"isTopicUnread":true,"privateId":12851,"id":32463,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11419,"isIdeation":false,"url":"\/major-incident-management-11419","title":"Major Incident Management","description":"Using Freshservice"},"url":"\/major-incident-management-11419\/poll-which-enhancement-would-you-like-to-see-first-in-freshservice-major-incident-management-32463","title":"POLL: Which enhancement would you like to see first in Freshservice Major Incident Management?\ud83e\udd14","lastPost":{"id":80995,"author":{"id":15901,"url":"\/members\/naganandhini-ramasubramaniyan-15901","name":"naganandhini.ramasubramaniyan","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":" Just watched the deep dive and looking at the road map,\u00a0<\/p>\t 2.\u00a0Will we have the ability to create email templates where selected placeholders\/field values will be parsed to?<\/p>\t \u00a0<\/p>\t Answer: You can create canned responses in the admin section by inserting major incident fields as placeholders. These canned responses can be inserted and used as email templates when you send out major incident email communication.<\/p>\t<\/blockquote>\t I saw this and I understand the part of using caned responses. But a template would include the subject as well. I can see that you want to send out that in a certen pattern like normal incident has.\u00a0 The e-mail function, can you use requester groups ?\u00a0<\/p>\t<\/div><\/content-quote> Hi Daniel, Just watched the deep dive and looking at the road map,\u00a0<\/p>\t 2.\u00a0Will we have the ability to create email templates where selected placeholders\/field values will be parsed to?<\/p>\t \u00a0<\/p>\t Answer: You can create canned responses in the admin section by inserting major incident fields as placeholders. These canned responses can be inserted and used as email templates when you send out major incident email communication.<\/p>\t<\/blockquote>\t I saw this and I understand the part of using caned responses. But a template would include the subject as well. I can see that you want to send out that in a certen pattern like normal incident has.\u00a0 The e-mail function, can you use requester groups ?\u00a0<\/p>\t<\/div><\/content-quote> Hi Daniel, Hey everyone!<\/p> Thanks for your keen interest in the Major Incident Management<\/strong> module\u00a0\ud83d\ude4c<\/p> What we\u2019ve shipped is just the Beta<\/strong> version.\u00a0There are tons<\/em> of enhancements lined up.<\/p> \u00a0<\/p> In need of some help. I have experimenting with creating a basic reimbursement form as a service request but not sure how to add this function into the request.\u00a0<\/p> I have provided some screen shots of my service request, along with my automation.\u00a0<\/p> What I am trying to do is basically create an expression to do simple addition, adding the total reimbursement cost. I would prefer having the total amount calculated in real time if possible on the form. Not sure if that is a possibility.\u00a0<\/p> Being very new to this, I am having trouble creating an expression that works. If you have any tips or tricks or an opinion if this is even a possibility, I would greatly appreciate it!<\/p> \u00a0<\/p> Best,<\/p> Jon<\/p>","url":"\/assets-11410\/creating-a-reimbursement-form-as-a-service-request-help-30580?postid=76857#post76857","creationDate":"2023-04-24T15:12:32+0000","relativeCreationDate":"3 months ago"},"isTopicUnread":true,"privateId":5490,"id":30580,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11410,"isIdeation":false,"url":"\/assets-11410","title":"Assets","description":"Using Freshservice"},"url":"\/assets-11410\/creating-a-reimbursement-form-as-a-service-request-help-30580","title":"Creating a Reimbursement Form as a Service Request Help","lastPost":{"id":80994,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" \u00a0<\/p>\t Thank you for your time!!<\/p>\t<\/div><\/content-quote> Hi,\u00a0<\/p> I was talking about bundled service items. If you set a cost to each item you add the requester will get the total value when they are checking out the request. downside it\u2019s static so they can\u2019t pick and choose outside the bundle you create.\u00a0<\/p> Reordering Service items in a bundle. : Freshservice<\/a><\/p> \u00a0<\/p>","url":"\/assets-11410\/creating-a-reimbursement-form-as-a-service-request-help-30580?postid=80994#post80994","creationDate":"2023-08-01T06:55:18+0000","relativeCreationDate":"6 hours ago"},"lastReply":{"id":80994,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" \u00a0<\/p>\t Thank you for your time!!<\/p>\t<\/div><\/content-quote> Hi,\u00a0<\/p> I was talking about bundled service items. If you set a cost to each item you add the requester will get the total value when they are checking out the request. downside it\u2019s static so they can\u2019t pick and choose outside the bundle you create.\u00a0<\/p> I haven\u2019t done that much of workflow automations(WFA) for tasks.\u00a0<\/p> I was helping a customer who wanted to create an asset from a Task WFA. I hade to use the action node and do a web hook on the parent ticket. Downside is that I can\u2019t see if it failed or do anything about the respons from the API.\u00a0 I added this, please vote if you think we need all standard nodes in the task modul as well,\u00a0<\/p> \u00a0<\/p>","url":"\/automations-11378\/workflows-for-tasks-32492?postid=80948#post80948","creationDate":"2023-07-31T09:35:31+0000","relativeCreationDate":"1 day ago"},"isTopicUnread":true,"privateId":6576,"id":32492,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11378,"isIdeation":false,"url":"\/automations-11378","title":"Automations","description":"Automations"},"url":"\/automations-11378\/workflows-for-tasks-32492","title":"Workflows for tasks","lastPost":{"id":80948,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello everyone,\u00a0<\/p> I haven\u2019t done that much of workflow automations(WFA) for tasks.\u00a0<\/p> I was helping a customer who wanted to create an asset from a Task WFA. I hade to use the action node and do a web hook on the parent ticket. Downside is that I can\u2019t see if it failed or do anything about the respons from the API.\u00a0 I added this, please vote if you think we need all standard nodes in the task modul as well,\u00a0<\/p> \u00a0<\/p>","url":"\/automations-11378\/workflows-for-tasks-32492?postid=80948#post80948","creationDate":"2023-07-31T09:35:31+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":1,"relevantPost":{"id":80948,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello everyone,\u00a0<\/p> I haven\u2019t done that much of workflow automations(WFA) for tasks.\u00a0<\/p> I was helping a customer who wanted to create an asset from a Task WFA. I hade to use the action node and do a web hook on the parent ticket. Downside is that I can\u2019t see if it failed or do anything about the respons from the API.\u00a0 I added this, please vote if you think we need all standard nodes in the task modul as well,\u00a0<\/p> \u00a0<\/p>","url":"\/automations-11378\/workflows-for-tasks-32492?postid=80948#post80948","creationDate":"2023-07-31T09:35:31+0000","relativeCreationDate":"1 day ago"},"numberOfViews":6,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80948"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Thanks for navigating to this nook in the\u00a0community! It\u2019s quiet right now\u2026\u00a0but I bet it\u2019s\u00a0bound to get very busy very soon, thanks to you and all other community members keen on minimizing the business impact of major incidents.<\/p> Happy to share the watch-on-demand page for the webinar, \u2018A deep dive into Freshservice\u00a0Major Incident Management\u2019 held on June 27, 2023.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p><\/div><\/div><\/section> \u00a0<\/p> Hold on! There\u2019s more. We\u2019ve received tons of questions since the Beta launch of the module, which we\u2019ve sorted and compiled into this handy FAQ list.<\/p> Still have questions?<\/p> Write to fsitom@freshworks.com<\/a>\u00a0and we\u2019ll be happy to listen to your feedback!<\/p> Ciao\u00a0\ud83d\udc4b\ud83c\udffc<\/p> Anusha<\/p> Thanks for navigating to this nook in the\u00a0community! Its very helful<\/p>","url":"\/major-incident-management-11419\/watch-on-demand-a-deep-dive-into-freshservice-major-incident-management-32431?postid=80935#post80935","creationDate":"2023-07-30T12:48:42+0000","relativeCreationDate":"2 days ago"},"lastReply":{"id":80935,"author":{"id":44174,"url":"\/members\/insanehardwork-44174","name":"insanehardwork","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fa3461eb-f47c-4e59-9d62-08cba42581c1.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Thanks for navigating to this nook in the\u00a0community! Its very helful<\/p>","url":"\/major-incident-management-11419\/watch-on-demand-a-deep-dive-into-freshservice-major-incident-management-32431?postid=80935#post80935","creationDate":"2023-07-30T12:48:42+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":2,"relevantPost":{"id":80737,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":" Well, hello there!<\/p> Thanks for navigating to this nook in the\u00a0community! It\u2019s quiet right now\u2026\u00a0but I bet it\u2019s\u00a0bound to get very busy very soon, thanks to you and all other community members keen on minimizing the business impact of major incidents.<\/p> Happy to share the watch-on-demand page for the webinar, \u2018A deep dive into Freshservice\u00a0Major Incident Management\u2019 held on June 27, 2023.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p><\/div><\/div><\/section> \u00a0<\/p> Hold on! There\u2019s more. We\u2019ve received tons of questions since the Beta launch of the module, which we\u2019ve sorted and compiled into this handy FAQ list.<\/p> Still have questions?<\/p> Write to fsitom@freshworks.com<\/a>\u00a0and we\u2019ll be happy to listen to your feedback!<\/p> Ciao\u00a0\ud83d\udc4b\ud83c\udffc<\/p> Anusha<\/p> eg.<\/p> Notebook > Group_Hardware,<\/p> Monitor > Group_Hardware<\/p> \u00a0<\/p> Within an workflow a reader is used to retrieve the \u201cService Item\u201d and assign the Service Request ticket to the defined\u00a0\u00a0\u201cAgent Group\u201d.\u00a0<\/p> All Service Items where no record can be\u00a0\u00a0found should be assign to default Agent Group.( e.g. Group_Software).<\/p> \u00a0<\/p> Question:<\/p> How can I define the reader to\u00a0use \u201cFilter By Service Item is *DEFAULT\u201d ?<\/p>","url":"\/automations-11378\/workflow-reader-is-it-possible-to-use-the-reader-with-an-hardcoded-value-32480?postid=80893#post80893","creationDate":"2023-07-28T10:03:58+0000","relativeCreationDate":"4 days ago"},"isTopicUnread":true,"privateId":6566,"id":32480,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11378,"isIdeation":false,"url":"\/automations-11378","title":"Automations","description":"Automations"},"url":"\/automations-11378\/workflow-reader-is-it-possible-to-use-the-reader-with-an-hardcoded-value-32480","title":"Workflow - Reader: Is it possible to use the reader with an hardcoded value?","lastPost":{"id":80920,"author":{"id":42588,"url":"\/members\/jerry76-42588","name":"jerry76","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/de2dcfc8-47e9-4732-925e-899ee1a30362.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Define the Reader Function:<\/strong> First, you need to create or identify the reader function or component that will handle the input data. This could be a function in your programming code or a specific tool or module designed for reading data.<\/p>\t<\/li>\t Hardcode the Value:<\/strong> Instead of retrieving data from an external source, you directly specify the data within the code or workflow. For example, you might assign a string, number, or other data type directly to a variable in your code in gana gato<\/a>.<\/p>\t<\/li>\t Pass the Hardcoded Value to the Reader:<\/strong> Once you have the hardcoded value, pass it as an input parameter to the reader function or component. This allows the reader to process the data just as it would with any other input.<\/p>\t<\/li>\t Process the Data:<\/strong> The reader will now use the hardcoded value as its input data and proceed with the data processing or actions defined within the reader function or component.<\/p>\t<\/li><\/ol>","url":"\/automations-11378\/workflow-reader-is-it-possible-to-use-the-reader-with-an-hardcoded-value-32480?postid=80920#post80920","creationDate":"2023-07-29T20:59:33+0000","relativeCreationDate":"2 days ago"},"lastReply":{"id":80920,"author":{"id":42588,"url":"\/members\/jerry76-42588","name":"jerry76","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/de2dcfc8-47e9-4732-925e-899ee1a30362.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":" Define the Reader Function:<\/strong> First, you need to create or identify the reader function or component that will handle the input data. This could be a function in your programming code or a specific tool or module designed for reading data.<\/p>\t<\/li>\t How to integrate Fresh service With XSOAR using API Integration?, XSOAR is having Fresh Service in their Market Place, But Fresh service Market Place Don\u2019t have XSOAR<\/strong>\u00a0Can Anyone please Guide me with this\u2026<\/p>","url":"\/apps-and-marketplace-integrations-11355\/integration-of-fresh-service-with-xsoar-32483?postid=80898#post80898","creationDate":"2023-07-28T12:18:58+0000","relativeCreationDate":"4 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80898,"author":{"id":46439,"url":"\/members\/sheelaciratechsoft-46439","name":"Sheelaciratechsoft","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/e4e39862-14b9-4420-93bd-57348c95a1ac.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":" How to integrate Fresh service With XSOAR using API Integration?, XSOAR is having Fresh Service in their Market Place, But Fresh service Market Place Don\u2019t have XSOAR<\/strong>\u00a0Can Anyone please Guide me with this\u2026<\/p>","url":"\/apps-and-marketplace-integrations-11355\/integration-of-fresh-service-with-xsoar-32483?postid=80898#post80898","creationDate":"2023-07-28T12:18:58+0000","relativeCreationDate":"4 days ago"},"numberOfViews":6,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80898"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
This is just a test\/concept\u00a0<\/p> I have setup a SI for end user( application owners and other key employee)\u00a0 to request a\u00a0Announcement in Freshservice. I use API to create the\u00a0Announcement.\u00a0 I have this object list:<\/p> When the ticket is created i want to extract the choice from the object list through an API<\/p> However! I\u2019m not getting the result i hoped. I wanted to get the information \u201cNumber Three - Info\u201d<\/p> Instead i just get the Record ID.<\/p> Does anyone have a solution to this? I\u2019m sure I\u2019m missing something! :)<\/p>","url":"\/automations-11378\/api-get-proper-information-from-custom-object-list-31827?postid=79602#post79602","creationDate":"2023-06-29T07:56:57+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":6172,"id":31827,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11378,"isIdeation":false,"url":"\/automations-11378","title":"Automations","description":"Automations"},"url":"\/automations-11378\/api-get-proper-information-from-custom-object-list-31827","title":"API - GET - Proper information from custom object list","lastPost":{"id":80889,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello,<\/p>\t I have this object list:<\/p>\t When the ticket is created i want to extract the choice from the object list through an API<\/p>\t However! I\u2019m not getting the result i hoped. I wanted to get the information \u201cNumber Three - Info\u201d<\/p>\t Instead i just get the Record ID.<\/p>\t Does anyone have a solution to this? I\u2019m sure I\u2019m missing something! :)<\/p>\t<\/div><\/content-quote> If you trying to do this external you need to do a API call to the Custom object endpoint to get the value.\u00a0 Hello,<\/p>\t I have this object list:<\/p>\t When the ticket is created i want to extract the choice from the object list through an API<\/p>\t However! I\u2019m not getting the result i hoped. I wanted to get the information \u201cNumber Three - Info\u201d<\/p>\t Instead i just get the Record ID.<\/p>\t Does anyone have a solution to this? I\u2019m sure I\u2019m missing something! :)<\/p>\t<\/div><\/content-quote> If you trying to do this external you need to do a API call to the Custom object endpoint to get the value.\u00a0 Hello,<\/p> I have this object list:<\/p> When the ticket is created i want to extract the choice from the object list through an API<\/p> However! I\u2019m not getting the result i hoped. I wanted to get the information \u201cNumber Three - Info\u201d<\/p> Instead i just get the Record ID.<\/p> Does anyone have a solution to this? I\u2019m sure I\u2019m missing something! :)<\/p>","url":"\/automations-11378\/api-get-proper-information-from-custom-object-list-31827?postid=79602#post79602","creationDate":"2023-06-29T07:56:57+0000","relativeCreationDate":"1 month ago"},"numberOfViews":47,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80889"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I\u2019d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I\u2019m wondering if the different tiers are the problem.<\/p> OR is FS not accepting the change from null to software as \u201cTicket is updated\u201d for the event condition.<\/p> AIM:\u00a0 I\u2019m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.<\/p> Any assistance or other idea to achieve aim would be greatly appreciated.<\/p> TY Hi\u00a0 Yes, ty I have looked at both Global and WS Supv Rules and I\u2019ve chosen the Global so that all the WS we create will inherit the rule.\u00a0 I have the Global Supv Rule set to run as early as possible, Hours since created = 1 (Cal) so that at least every hour (on the :36 for my instance) any new inbound ticket with no Agent assigned will trigger this rule.<\/p>\t Yes, in my WF,\u00a0I use condition node to confirm and then\u00a0the Skip New email notifications as well.<\/p>\t Thanks,<\/p>\t Bryn<\/p>\t<\/div><\/content-quote> Did you get a Global\u00a0Supv Rule to assign a agent? When I checked there was only option for that to do in the WS Supv Rule.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80875#post80875","creationDate":"2023-07-27T14:17:25+0000","relativeCreationDate":"4 days ago"},"lastReply":{"id":80875,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hi\u00a0 Yes, ty I have looked at both Global and WS Supv Rules and I\u2019ve chosen the Global so that all the WS we create will inherit the rule.\u00a0 I have the Global Supv Rule set to run as early as possible, Hours since created = 1 (Cal) so that at least every hour (on the :36 for my instance) any new inbound ticket with no Agent assigned will trigger this rule.<\/p>\t Yes, in my WF,\u00a0I use condition node to confirm and then\u00a0the Skip New email notifications as well.<\/p>\t Thanks,<\/p>\t Bryn<\/p>\t<\/div><\/content-quote> Did you get a Global\u00a0Supv Rule to assign a agent? When I checked there was only option for that to do in the WS Supv Rule.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80875#post80875","creationDate":"2023-07-27T14:17:25+0000","relativeCreationDate":"4 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":2,"relevantPost":{"id":80573,"author":{"id":34596,"url":"\/members\/bryncydef-34596","name":"BrynCYDEF","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3c62094f-157f-4757-bd15-4179c3a4ad12.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5},"content":" Hi All - I\u2019m working on a new FS instance and it has WS enabled by default.\u00a0\u00a0<\/p> I\u2019d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I\u2019m wondering if the different tiers are the problem.<\/p> OR is FS not accepting the change from null to software as \u201cTicket is updated\u201d for the event condition.<\/p> AIM:\u00a0 I\u2019m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.<\/p> Any assistance or other idea to achieve aim would be greatly appreciated.<\/p> TY Thanks for the reply!\u00a0 That makes sense.\u00a0 \u00a0I thought about the \u201cdummy\u201d account option to see how that might work out\u2026.I think that might be the best option.\u00a0\u00a0<\/p> \u00a0<\/p> I guess I need to suggest a Kiosk mode for Freshservice :)<\/p>","url":"\/portal-knowledge-base-11377\/kiosk-mode-31961?postid=80819#post80819","creationDate":"2023-07-26T17:32:52+0000","relativeCreationDate":"5 days ago"},"lastReply":{"id":80819,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" Thanks for the reply!\u00a0 That makes sense.\u00a0 \u00a0I thought about the \u201cdummy\u201d account option to see how that might work out\u2026.I think that might be the best option.\u00a0\u00a0<\/p> \u00a0<\/p> I guess I need to suggest a Kiosk mode for Freshservice :)<\/p>","url":"\/portal-knowledge-base-11377\/kiosk-mode-31961?postid=80819#post80819","creationDate":"2023-07-26T17:32:52+0000","relativeCreationDate":"5 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":8,"numberOfLikes":0,"relevantPost":{"id":79831,"author":{"id":43280,"url":"\/members\/shannon-mejia-43280","name":"shannon.mejia","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2},"content":" We are new to Freshservice and we have like a walk-up Genius bar of sorts.\u00a0 We want the end users to be able to put in tickets themselves when they walk-up to get help.\u00a0 Anyone had success with something like this?\u00a0 We will have an iPad, but the issue is the Portal has to be logged into by someone, so the requestor defaults to whoever is logged in.\u00a0 Making it a bit confusing.\u00a0\u00a0<\/p>","url":"\/portal-knowledge-base-11377\/kiosk-mode-31961?postid=79831#post79831","creationDate":"2023-07-05T19:27:08+0000","relativeCreationDate":"26 days ago"},"numberOfViews":67,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80819"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Has anyone had luck with creating a workflow where upon receiving an approval\/denial they are able to make an action to which the current request\/ticket is closed and replaced instead with a service catalog item? In our use case, if someone has an account that needs extension for use, it can be approved and go about the day. However when denied, the account needs termination and we want it to trigger our termination service item.\u00a0<\/p>\t<\/div><\/content-quote> Hello,\u00a0<\/p> Sure you need to use a webrequest node and the Freshservice\u00a0\u00a0API.\u00a0https:\/\/api.freshservice.com\/v2\/#create_service_request<\/a> \u00a0<\/p>","url":"\/automations-11378\/automation-to-open-a-new-service-catalog-item-32448?postid=80787#post80787","creationDate":"2023-07-26T05:54:22+0000","relativeCreationDate":"6 days ago"},"lastReply":{"id":80787,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Has anyone had luck with creating a workflow where upon receiving an approval\/denial they are able to make an action to which the current request\/ticket is closed and replaced instead with a service catalog item? In our use case, if someone has an account that needs extension for use, it can be approved and go about the day. However when denied, the account needs termination and we want it to trigger our termination service item.\u00a0<\/p>\t<\/div><\/content-quote> Hello,\u00a0<\/p> \u00a0<\/p> Below is the \u2018formatting\u2019 toolbox I am referring to. This appears only for a multi-line textarea in \u2018New Tickets\/Issue\u2019.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> So if I were to go to any item under Service Request, that formatting toolbox won\u2019t appear for multi-line textarea.\u00a0<\/p> \u00a0<\/p> Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452?postid=80785#post80785","creationDate":"2023-07-25T22:15:15+0000","relativeCreationDate":"6 days ago"},"isTopicUnread":true,"privateId":6552,"id":32452,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452","title":"For 'Service Request', is there a way to allow formatting to users for multi-line textarea?","lastPost":{"id":80785,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hello,\u00a0<\/p> \u00a0<\/p> Below is the \u2018formatting\u2019 toolbox I am referring to. This appears only for a multi-line textarea in \u2018New Tickets\/Issue\u2019.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> So if I were to go to any item under Service Request, that formatting toolbox won\u2019t appear for multi-line textarea.\u00a0<\/p> \u00a0<\/p> Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452?postid=80785#post80785","creationDate":"2023-07-25T22:15:15+0000","relativeCreationDate":"6 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80785,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":" Hello,\u00a0<\/p> \u00a0<\/p> Below is the \u2018formatting\u2019 toolbox I am referring to. This appears only for a multi-line textarea in \u2018New Tickets\/Issue\u2019.\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> So if I were to go to any item under Service Request, that formatting toolbox won\u2019t appear for multi-line textarea.\u00a0<\/p> \u00a0<\/p> Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/for-service-request-is-there-a-way-to-allow-formatting-to-users-for-multi-line-textarea-32452?postid=80785#post80785","creationDate":"2023-07-25T22:15:15+0000","relativeCreationDate":"6 days ago"},"numberOfViews":10,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80785"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Trying to get a new user with an apostrophe in their first name into Active Directory.<\/p> FS will say it successfully creates a user with, say, L\u2019Verne or T\u2019Test etc. as the first name, but it won\u2019t because FS can\u2019t parse the apostrophe per support.<\/p> I\u2019m trying to see if I can strip the apostrophe from the first name with expression builder but this won\u2019t work - Any ideas of how to get a user with an apostrophe into AD? I can add a user manually no problem, so it\u2019s not a limitation of AD.<\/p> \u00a0<\/p>","url":"\/automations-11378\/fs-ms-orchestration-app-can-t-parse-apostrophes-in-first-name-32441?postid=80766#post80766","creationDate":"2023-07-25T17:08:10+0000","relativeCreationDate":"6 days ago"},"isTopicUnread":true,"privateId":6545,"id":32441,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11378,"isIdeation":false,"url":"\/automations-11378","title":"Automations","description":"Automations"},"url":"\/automations-11378\/fs-ms-orchestration-app-can-t-parse-apostrophes-in-first-name-32441","title":"FS MS orchestration app can't parse apostrophes in first name","lastPost":{"id":80766,"author":{"id":42946,"url":"\/members\/gerald-42946","name":"Gerald","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":0},"content":" Hello,<\/p> Trying to get a new user with an apostrophe in their first name into Active Directory.<\/p> FS will say it successfully creates a user with, say, L\u2019Verne or T\u2019Test etc. as the first name, but it won\u2019t because FS can\u2019t parse the apostrophe per support.<\/p> I\u2019m trying to see if I can strip the apostrophe from the first name with expression builder but this won\u2019t work - Any ideas of how to get a user with an apostrophe into AD? I can add a user manually no problem, so it\u2019s not a limitation of AD.<\/p> \u00a0<\/p>","url":"\/automations-11378\/fs-ms-orchestration-app-can-t-parse-apostrophes-in-first-name-32441?postid=80766#post80766","creationDate":"2023-07-25T17:08:10+0000","relativeCreationDate":"6 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":80766,"author":{"id":42946,"url":"\/members\/gerald-42946","name":"Gerald","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":0},"content":" Hello,<\/p> Trying to get a new user with an apostrophe in their first name into Active Directory.<\/p> FS will say it successfully creates a user with, say, L\u2019Verne or T\u2019Test etc. as the first name, but it won\u2019t because FS can\u2019t parse the apostrophe per support.<\/p> I\u2019m trying to see if I can strip the apostrophe from the first name with expression builder but this won\u2019t work - Any ideas of how to get a user with an apostrophe into AD? I can add a user manually no problem, so it\u2019s not a limitation of AD.<\/p> \u00a0<\/p>","url":"\/automations-11378\/fs-ms-orchestration-app-can-t-parse-apostrophes-in-first-name-32441?postid=80766#post80766","creationDate":"2023-07-25T17:08:10+0000","relativeCreationDate":"6 days ago"},"numberOfViews":3,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80766"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
I have a flow within Microsoft Power Automate that when an email arrives to a group to create a ticket in Freshservice using the Freshservice connector (https:\/\/learn.microsoft.com\/en-us\/connectors\/freshservice\/<\/a>)<\/p> When the flow errors when on the Freshservice \u201cCreate a ticket (V2)\u201d step. Looking at the error, it seems that Freshservice is expecting an integar in the group_id and department_id fields. These are both required fields for our Freshservice tickets. However it doesn\u2019t seem that Group and Department are fields I can populate using \u201cCreate a ticket (V2)\u201d<\/p> When I \u201cpeek at the code\u201d in the flow, it seems easy enough to add \u201cbody\/group_id\u201d and \u201cbody\/department_id\u201d but I can\u2019t edit the code of this step. Hello,<\/p>\t I have a flow within Microsoft Power Automate that when an email arrives to a group to create a ticket in Freshservice using the Freshservice connector (https:\/\/learn.microsoft.com\/en-us\/connectors\/freshservice\/<\/a>)<\/p>\t When the flow errors when on the Freshservice \u201cCreate a ticket (V2)\u201d step. Looking at the error, it seems that Freshservice is expecting an integar in the group_id and department_id fields. These are both required fields for our Freshservice tickets. However it doesn\u2019t seem that Group and Department are fields I can populate using \u201cCreate a ticket (V2)\u201d<\/p>\t When I \u201cpeek at the code\u201d in the flow, it seems easy enough to add \u201cbody\/group_id\u201d and \u201cbody\/department_id\u201d but I can\u2019t edit the code of this step. A workaround is to remove that this fields are mandatory in the\u00a0Field Manager.\u00a0 Hello,<\/p>\t I have a flow within Microsoft Power Automate that when an email arrives to a group to create a ticket in Freshservice using the Freshservice connector (https:\/\/learn.microsoft.com\/en-us\/connectors\/freshservice\/<\/a>)<\/p>\t When the flow errors when on the Freshservice \u201cCreate a ticket (V2)\u201d step. Looking at the error, it seems that Freshservice is expecting an integar in the group_id and department_id fields. These are both required fields for our Freshservice tickets. However it doesn\u2019t seem that Group and Department are fields I can populate using \u201cCreate a ticket (V2)\u201d<\/p>\t When I \u201cpeek at the code\u201d in the flow, it seems easy enough to add \u201cbody\/group_id\u201d and \u201cbody\/department_id\u201d but I can\u2019t edit the code of this step. A workaround is to remove that this fields are mandatory in the\u00a0Field Manager.\u00a0 Hello,<\/p> \u00a0<\/p> Is this a normal behavior? So, when I go into \u2018Rebranding\u2019 then go into \u2018Preview\u2019 mode, I see buttons and Search box. Now, I tried typing in few keywords into the Search box but no results were shown.\u00a0<\/p> \u00a0<\/p> Is this a normal behavior for \u2018Preview\u2019 mode? If so, is there a way to check\/control what info is being shown to the users when they use the Search box (when a new branding is Published)?\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> Hello Edward,\u00a0<\/p> In Preview mode, you will be taken to a search page where you can type text to find results that include solution articles, service catalogs, and tickets from the logged in user. See the screenshot for an idea. If you need further assistance, please reach out to the support team and they will be happy to help.<\/p> Hello Edward,\u00a0<\/p> In Preview mode, you will be taken to a search page where you can type text to find results that include solution articles, service catalogs, and tickets from the logged in user. See the screenshot for an idea. If you need further assistance, please reach out to the support team and they will be happy to help.<\/p> Hello,\u00a0<\/p> \u00a0<\/p> Is this a normal behavior? So, when I go into \u2018Rebranding\u2019 then go into \u2018Preview\u2019 mode, I see buttons and Search box. Now, I tried typing in few keywords into the Search box but no results were shown.\u00a0<\/p> \u00a0<\/p> Is this a normal behavior for \u2018Preview\u2019 mode? If so, is there a way to check\/control what info is being shown to the users when they use the Search box (when a new branding is Published)?\u00a0<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> \u00a0<\/p> Hello Hello \u00a0<\/p> Is it possible to create different support portals depending on the organization?\u00a0Each organization requires different tickets, solutions and fields.\u00a0Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.<\/p>","url":"\/portal-knowledge-base-11377\/different-support-portal-solutions-and-fields-is-possible-31122?postid=78128#post78128","creationDate":"2023-05-23T13:40:52+0000","relativeCreationDate":"2 months ago"},"isTopicUnread":true,"privateId":5773,"id":31122,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11377,"isIdeation":false,"url":"\/portal-knowledge-base-11377","title":"Portal\/Knowledge Base","description":"Portal\/Knowledge Base"},"url":"\/portal-knowledge-base-11377\/different-support-portal-solutions-and-fields-is-possible-31122","title":"Different Support Portal, solutions and Fields - is possible?","lastPost":{"id":80672,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" \u00a0<\/p>\t We do not care about workspace because the head office has been operating for several years and they have never needed it. I created a workspace just for testing to see what I can change.<\/p>\t \u00a0<\/p>\t Our branch is completely independent from the head office when it comes to tickets and support for users. That's why we don't want to mix tickets and have our own settings.<\/p>\t Unfortunately, I don't have the ability to create accounts (only agents). I need to report this to the chief administrator.\u00a0<\/p>\t \u00a0<\/p>\t Are you able to tell what can be asked of the main system administrator? Presenting him with the above proy, he does not know what it is about and how to do it .<\/p>\t<\/div>\t<\/div><\/content-quote> Yes it\u2019s global admin access to see the MSP mod settings<\/p> To create a new account you need to be organization admin.\u00a0 \u00a0<\/p>\t We do not care about workspace because the head office has been operating for several years and they have never needed it. I created a workspace just for testing to see what I can change.<\/p>\t \u00a0<\/p>\t Our branch is completely independent from the head office when it comes to tickets and support for users. That's why we don't want to mix tickets and have our own settings.<\/p>\t Unfortunately, I don't have the ability to create accounts (only agents). I need to report this to the chief administrator.\u00a0<\/p>\t \u00a0<\/p>\t Are you able to tell what can be asked of the main system administrator? Presenting him with the above proy, he does not know what it is about and how to do it .<\/p>\t<\/div>\t<\/div><\/content-quote> Yes it\u2019s global admin access to see the MSP mod settings<\/p> To create a new account you need to be organization admin.\u00a0 Hello,<\/p> \u00a0<\/p> Is it possible to create different support portals depending on the organization?\u00a0Each organization requires different tickets, solutions and fields.\u00a0Mixing everything together will be a nuisance for users, especially since each organization uses a different language.That is why we would like the support portal to have a different look for each organization.<\/p>","url":"\/portal-knowledge-base-11377\/different-support-portal-solutions-and-fields-is-possible-31122?postid=78128#post78128","creationDate":"2023-05-23T13:40:52+0000","relativeCreationDate":"2 months ago"},"numberOfViews":69,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80672"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\u00a0<\/p> So there is an existing field called \u2018Category\u2019 and let\u2019s say the value goes something like this:<\/p> \u00a0<\/p> So first \u2018Software\u2019 is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let\u2019s say there are already Closed tickets and some Open one that has been assigned \u2018Software\u2019 Category and whatever sub-categories.\u00a0<\/p> \u00a0<\/p> What would happen if I just replace all sub-categories in \u2018Software\u2019 category\u00a0with Sub-Categories from \u2018Software (Replace Above with This)<\/strong>\u2019?\u00a0<\/p> \u00a0<\/p> \u00a0<\/p>","url":"\/ticket-workflow-management-11379\/if-i-update-change-an-existing-field-in-ticket-fields-page-what-would-happen-to-existing-data-31432?postid=78911#post78911","creationDate":"2023-06-13T21:49:18+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":5938,"id":31432,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/if-i-update-change-an-existing-field-in-ticket-fields-page-what-would-happen-to-existing-data-31432","title":"If I update\/change an existing Field in 'Ticket Fields' page, what would happen to existing data?","lastPost":{"id":80655,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" Hello,\u00a0<\/p>\t\t \u00a0<\/p>\t\t So there is an existing field called \u2018Category\u2019 and let\u2019s say the value goes something like this check here<\/a>:<\/p>\t\t \u00a0<\/p>\t\t So first \u2018Software\u2019 is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let\u2019s say there are already Closed tickets and some Open one that has been assigned \u2018Software\u2019 Category and whatever sub-categories.\u00a0<\/p>\t\t \u00a0<\/p>\t\t What would happen if I just replace all sub-categories in \u2018Software\u2019 category\u00a0with Sub-Categories from \u2018Software (Replace Above with This)<\/strong>\u2019?\u00a0<\/p>\t\t \u00a0<\/p>\t\t \u00a0<\/p>\t\t<\/div>\t\t<\/div>\t<\/content-quote> If you replace all the sub-categories in the 'Software' category with the sub-categories from 'Software (Replace Above with This)', the behavior and impact on existing\/closed tickets will depend on how the system or database managing these categories is designed.<\/p>\t Sub-categories remain the same:<\/p>\t Blank Sub-categories:<\/p>\t Manual Update Prompt:<\/p>\t \u00a0<\/p>\t<\/div><\/content-quote> The tests I have done is that the category is a string value that they match to the free text field.\u00a0 Hello,\u00a0<\/p>\t\t \u00a0<\/p>\t\t I\u2019m experiencing problems where the same rule will run on\u00a0a few tickets, every hour, until either the requestor replies or I turn off the rule.<\/p> To troubleshoot, I\u2019ve tried the following variations:<\/p> Example rule 1:<\/p> Example rule 2:<\/p> Has anyone had the same problem? If not, how are your rules setup?<\/p> \u00a0<\/p>","url":"\/automations-11378\/supervisor-rules-send-2-reminders-then-resolve-32373?postid=80582#post80582","creationDate":"2023-07-21T02:23:33+0000","relativeCreationDate":"11 days ago"},"isTopicUnread":true,"privateId":6510,"id":32373,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11378,"isIdeation":false,"url":"\/automations-11378","title":"Automations","description":"Automations"},"url":"\/automations-11378\/supervisor-rules-send-2-reminders-then-resolve-32373","title":"Supervisor Rules - Send 2 Reminders Then Resolve","lastPost":{"id":80584,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" I\u2019ve created the follwoing\u00a0to send\u00a0awaiting requester response follow-up emails\u00a0using supervisor rules:<\/p>\t I\u2019m experiencing problems where the same rule will run on\u00a0a few tickets, every hour, until either the requestor replies or I turn off the rule.<\/p>\t To troubleshoot, I\u2019ve tried the following variations:<\/p>\t Example rule 1:<\/p>\t Example rule 2:<\/p>\t Has anyone had the same problem? If not, how are your rules setup?<\/p>\t \u00a0<\/p>\t<\/div><\/content-quote> Yes, it\u2019s work as design, I would recommend adding tags and use them as \u201cblockers\u201d\u00a0<\/p>","url":"\/automations-11378\/supervisor-rules-send-2-reminders-then-resolve-32373?postid=80584#post80584","creationDate":"2023-07-21T06:07:58+0000","relativeCreationDate":"11 days ago"},"lastReply":{"id":80584,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":" I\u2019ve created the follwoing\u00a0to send\u00a0awaiting requester response follow-up emails\u00a0using supervisor rules:<\/p>\t I\u2019m experiencing problems where the same rule will run on\u00a0a few tickets, every hour, until either the requestor replies or I turn off the rule.<\/p>\t To troubleshoot, I\u2019ve tried the following variations:<\/p>\t Example rule 1:<\/p>\t Example rule 2:<\/p>\t
Using Freshservice
361 Topics
\t
\t\u00a0<\/p>\t
Thanks for sharing your feedback!\u00a0We are working on adding the ability to notify requester groups and also a permission for agents to send out email communication for major incidents. That said, I\u2019d like to call out that in a couple of weeks, the ability to enter any\u00a0email ID\u00a0which is not tracked in Freshservice\u00a0 and send out MI related communication is a capability that we are shipping and that\u2019s something that could be of interest to you.
Cheers,
Nandhini<\/p>","url":"\/major-incident-management-11419\/poll-which-enhancement-would-you-like-to-see-first-in-freshservice-major-incident-management-32463?postid=80995#post80995","creationDate":"2023-08-01T07:08:35+0000","relativeCreationDate":"6 hours ago"},"lastReply":{"id":80995,"author":{"id":15901,"url":"\/members\/naganandhini-ramasubramaniyan-15901","name":"naganandhini.ramasubramaniyan","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"\t
\t\u00a0<\/p>\t
Thanks for sharing your feedback!\u00a0We are working on adding the ability to notify requester groups and also a permission for agents to send out email communication for major incidents. That said, I\u2019d like to call out that in a couple of weeks, the ability to enter any\u00a0email ID\u00a0which is not tracked in Freshservice\u00a0 and send out MI related communication is a capability that we are shipping and that\u2019s something that could be of interest to you.
Cheers,
Nandhini<\/p>","url":"\/major-incident-management-11419\/poll-which-enhancement-would-you-like-to-see-first-in-freshservice-major-incident-management-32463?postid=80995#post80995","creationDate":"2023-08-01T07:08:35+0000","relativeCreationDate":"6 hours ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":1,"relevantPost":{"id":80835,"author":{"id":31549,"url":"\/members\/anusha-31549","name":"Anusha","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/4eb540c0-871e-4636-83f3-a276bbbc8f87.png","userTitle":"Community Manager","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"icon":"3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","iconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3e164ae1-0fbf-444b-9d4f-3c98888e1158.png","avatarIcon":"01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/01224d04-fc75-4c7d-bbf1-c7cb6591a3b4_thumb.png","name":"Community Manager"},"userLevel":3},"content":"
\tIs there an article you can point me in the direction to that shows how to create child items like you had suggested? Or can you explain how to perform this? I ended up creating what I needed another way but not pleased with it and want to give your suggest a change.<\/p>\t
\tIs there an article you can point me in the direction to that shows how to create child items like you had suggested? Or can you explain how to perform this? I ended up creating what I needed another way but not pleased with it and want to give your suggest a change.<\/p>\t
Thought it was going to be easy, just do a web request and API. But the task module don\u2019t\u00a0have that...<\/p>
I hade to hard code the payload due I couldn\u2019t use a custom object to control the flow,\u00a0<\/p>
Thought it was going to be easy, just do a web request and API. But the task module don\u2019t\u00a0have that...<\/p>
I hade to hard code the payload due I couldn\u2019t use a custom object to control the flow,\u00a0<\/p>
Thought it was going to be easy, just do a web request and API. But the task module don\u2019t\u00a0have that...<\/p>
I hade to hard code the payload due I couldn\u2019t use a custom object to control the flow,\u00a0<\/p>Watch-on-demand\u00a0<\/strong>\ud83d\udc47\ud83c\udffc<\/h2>
Check out \u00bb\u00a0Frequently asked questions about the Major Incident Management module<\/a><\/strong><\/h2><\/div><\/div><\/section>
PS: Bookmark this section coz there\u2019s lot more useful content lined up ;)\u00a0<\/span><\/em><\/h3>","url":"\/major-incident-management-11419\/watch-on-demand-a-deep-dive-into-freshservice-major-incident-management-32431?postid=80737#post80737","creationDate":"2023-07-25T12:23:03+0000","relativeCreationDate":"7 days ago"},"isTopicUnread":true,"privateId":12850,"id":32431,"type":"post","hasCurrentUserLiked":false,"isSticky":true,"features":[{"id":"isSticky","label":"Sticky"}],"forum":{"id":11419,"isIdeation":false,"url":"\/major-incident-management-11419","title":"Major Incident Management","description":"Using Freshservice"},"url":"\/major-incident-management-11419\/watch-on-demand-a-deep-dive-into-freshservice-major-incident-management-32431","title":"Watch on demand: A deep dive into Freshservice Major Incident Management","lastPost":{"id":80935,"author":{"id":44174,"url":"\/members\/insanehardwork-44174","name":"insanehardwork","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/fa3461eb-f47c-4e59-9d62-08cba42581c1.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0},"content":"
Watch-on-demand\u00a0<\/strong>\ud83d\udc47\ud83c\udffc<\/h2>
Check out \u00bb\u00a0Frequently asked questions about the Major Incident Management module<\/a><\/strong><\/h2><\/div><\/div><\/section>
PS: Bookmark this section coz there\u2019s lot more useful content lined up ;)\u00a0<\/span><\/em><\/h3>","url":"\/major-incident-management-11419\/watch-on-demand-a-deep-dive-into-freshservice-major-incident-management-32431?postid=80737#post80737","creationDate":"2023-07-25T12:23:03+0000","relativeCreationDate":"7 days ago"},"numberOfViews":39,"contentType":"article","featuredImage":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/ebfb7eab-8868-41a0-beb6-6a15874118ae_thumb.png","publicLabel":"WATCH ON DEMAND","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80935"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
Instead of hard\u00a0coding that default agent group in the Workflow I would prefer to define it also in the custom object. Like \u201c*DEFAULT > Group_Software\u201d.<\/p>
The form looks like this,\u00a0<\/p>
If it\u2019s in the WFA you need to do as
If it\u2019s in the WFA you need to do as
Bryn<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80573#post80573","creationDate":"2023-07-20T15:33:49+0000","relativeCreationDate":"11 days ago"},"isTopicUnread":true,"privateId":6509,"id":32372,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372","title":"Workspace Workflow Automator not firing on Category change","lastPost":{"id":80875,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"
Bryn<\/p>","url":"\/ticket-workflow-management-11379\/workspace-workflow-automator-not-firing-on-category-change-32372?postid=80573#post80573","creationDate":"2023-07-20T15:33:49+0000","relativeCreationDate":"11 days ago"},"numberOfViews":29,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"80875"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"04073bbd2c52a8fec36726a3be237a397eba47ef","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}">
\tDo you think you can create a dummy user and make this portal logged in all the time? so they can still raise service requests by mentioning their email address in Requested for Section?<\/strong>
\tAnother solution would be adding an extra drop down field say Type (Incident, Service Request) and hide this in business rules so that it will not be visible in the end user portal but visible in Feedback widget, set up workflow automation to change the ticket type to service request. once this is raised using Feedback widget. In this way at least they still have an option to raise service requests using Feedback widget. Not an ideal one. But still helps to an extent to different incidents and service requests raised via feedback widget.\u00a0<\/p>\t<\/div><\/content-quote>
\tDo you think you can create a dummy user and make this portal logged in all the time? so they can still raise service requests by mentioning their email address in Requested for Section?<\/strong>
\tAnother solution would be adding an extra drop down field say Type (Incident, Service Request) and hide this in business rules so that it will not be visible in the end user portal but visible in Feedback widget, set up workflow automation to change the ticket type to service request. once this is raised using Feedback widget. In this way at least they still have an option to raise service requests using Feedback widget. Not an ideal one. But still helps to an extent to different incidents and service requests raised via feedback widget.\u00a0<\/p>\t<\/div><\/content-quote>
\u00a0<\/p>
Anyone have any idea of how to use this function of this connector when group and department are required fields?<\/p>","url":"\/automations-11378\/problem-creating-ticket-using-microsoft-power-automate-flow-connector-31760?postid=79493#post79493","creationDate":"2023-06-26T16:20:50+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":6133,"id":31760,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11378,"isIdeation":false,"url":"\/automations-11378","title":"Automations","description":"Automations"},"url":"\/automations-11378\/problem-creating-ticket-using-microsoft-power-automate-flow-connector-31760","title":"Problem creating ticket using Microsoft Power Automate\/Flow connector","lastPost":{"id":80729,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"
\tAnyone have any idea of how to use this function of this connector when group and department are required fields?<\/p>\t<\/div><\/content-quote>
Then use\u00a0Business Rules to set them as mandatory for all agents. That way you can get around that API call don\u2019t need to set this fields.\u00a0<\/p>","url":"\/automations-11378\/problem-creating-ticket-using-microsoft-power-automate-flow-connector-31760?postid=80729#post80729","creationDate":"2023-07-25T11:44:54+0000","relativeCreationDate":"7 days ago"},"lastReply":{"id":80729,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"
\tAnyone have any idea of how to use this function of this connector when group and department are required fields?<\/p>\t<\/div><\/content-quote>
Then use\u00a0Business Rules to set them as mandatory for all agents. That way you can get around that API call don\u2019t need to set this fields.\u00a0<\/p>","url":"\/automations-11378\/problem-creating-ticket-using-microsoft-power-automate-flow-connector-31760?postid=80729#post80729","creationDate":"2023-07-25T11:44:54+0000","relativeCreationDate":"7 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":79493,"author":{"id":34013,"url":"\/members\/cburke-pcsi-34013","name":"cburke_pcsi","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"
Happy Supporting!
Suvashini\u00a0<\/p>","url":"\/portal-knowledge-base-11377\/in-rebranding-freshservice-page-in-admin-when-i-go-into-preview-mode-and-use-searching-box-no-results-show-up-32088?postid=80712#post80712","creationDate":"2023-07-25T09:29:48+0000","relativeCreationDate":"7 days ago"},"lastReply":{"id":80712,"author":{"id":12699,"url":"\/members\/suvashini-balashanmugam-12699","name":"suvashini.balashanmugam","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/0637aebe-366c-4109-bef1-934650962f8c.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0},"content":"
Happy Supporting!
Suvashini\u00a0<\/p>","url":"\/portal-knowledge-base-11377\/in-rebranding-freshservice-page-in-admin-when-i-go-into-preview-mode-and-use-searching-box-no-results-show-up-32088?postid=80712#post80712","creationDate":"2023-07-25T09:29:48+0000","relativeCreationDate":"7 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":80059,"author":{"id":37210,"url":"\/members\/edward-kim-37210","name":"edward.kim","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":1},"content":"
Ask your admin to click on the Neo \/ Freshworks Switcher(icon)\u00a0 in the left bottom corner of the page.\u00a0
Then click on +add <\/strong>and give it a name you want ( it can be changed later and you can add your own domain name ), give that to the License manager at Freshworks and ask(buy) them to add x number of agents you need for it. Note <\/strong>If the\u00a0admin can\u2019t see the +add<\/strong> he\/she isn\u2019t\u00a0organization admin.
It will start as a trial for 21 days and you can use it. When Freshworks have added the licenses it will be a permanent.<\/p>
Your organization\u00a0admin need to setup SSO if you use it for your account and user provisioning.<\/p>
\u00a0<\/p>","url":"\/portal-knowledge-base-11377\/different-support-portal-solutions-and-fields-is-possible-31122?postid=80672#post80672","creationDate":"2023-07-24T11:09:56+0000","relativeCreationDate":"8 days ago"},"lastReply":{"id":80672,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"
Ask your admin to click on the Neo \/ Freshworks Switcher(icon)\u00a0 in the left bottom corner of the page.\u00a0
Then click on +add <\/strong>and give it a name you want ( it can be changed later and you can add your own domain name ), give that to the License manager at Freshworks and ask(buy) them to add x number of agents you need for it. Note <\/strong>If the\u00a0admin can\u2019t see the +add<\/strong> he\/she isn\u2019t\u00a0organization admin.
It will start as a trial for 21 days and you can use it. When Freshworks have added the licenses it will be a permanent.<\/p>
Your organization\u00a0admin need to setup SSO if you use it for your account and user provisioning.<\/p>
\u00a0<\/p>","url":"\/portal-knowledge-base-11377\/different-support-portal-solutions-and-fields-is-possible-31122?postid=80672#post80672","creationDate":"2023-07-24T11:09:56+0000","relativeCreationDate":"8 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":7,"numberOfLikes":1,"relevantPost":{"id":78128,"author":{"id":43951,"url":"\/members\/janufo-43951","name":"JanUfo","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0},"content":"Software
\tMS Office
\tTeams
\tWindows
\tChrome
\tInternet Explorer
Software (Replace Above with This):
\tOffice 365
\tOperating System
\tWeb\/Browsers
\tOthers<\/code><\/pre>Software
\tMS Office
\tTeams
\tWindows
\tChrome
\tInternet Explorer
Software (Replace Above with This):
\tOffice 365
\tOperating System
\tWeb\/Browsers
\tOthers<\/code><\/pre>\t\t
So it\u2019s not index based fas as I understand it.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/if-i-update-change-an-existing-field-in-ticket-fields-page-what-would-happen-to-existing-data-31432?postid=80655#post80655","creationDate":"2023-07-24T06:43:42+0000","relativeCreationDate":"8 days ago"},"lastReply":{"id":80655,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9d887816-aa69-45ef-9d3c-98feb637f3da.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7},"content":"