This article answers some common questions about service management in Freshservice.

Q. How will you configure the visibility of service items in the service catalog?

A. When you try to edit a particular item in the service catalog, you can configure visible groups or make it available for everyone.

Q. Are Bulk actions available for requesters?

A. Bulk actions are not available for requestors. They can only view the tickets that they raised and not the ones raised by others.

Q. Can a requester be a watcher for a ticket?

A. The requestor can never be a watcher. Only the agents can be added as watchers to tickets.

Q. Can you create a non-admin role to manage the CMDB?

A. Yes, you can just make an agent a CMDB admin. He'd be able to manage the CMDB without having access to incidents or other ITIL modules.

Q. What's the minimum logout session time you can set?

A. You can set a minimum session time of 5 minutes.

Q. What is the difference between a prime user and a dept head?

A. A prime user can view all the incidents and service requests in their department while the department head can also approve service requests in their department.

Q. Can you import your own holiday list?

A. There are options to import holidays based on the country you are in. You can also manually add the holidays, however there is no option to import your own holiday list.