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.
A. The requestor can never be a watcher. Only the agents can be added as watchers to tickets.
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.
A. You can set a minimum session time of 5 minutes.
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.
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.