For Loaner items, the location that is mapped to the associated loaner assets will be automatically taken as the default location. To prevent this information from being manually modified, the location field is greyed out.
You can restrict the visibility of Service Items to specific requester groups by following the steps below.
Navigate to Admin.
Under the Service Management section, go to the Service Request Management sub-section, and click on the Service Catalog option.
Click on the required Service Item and select the Settings tab.
Under the "Choose who can view this service item" section, select the required Agent groups and Requester groups who can access the service item.
Once the restriction has been applied, the service item will only be visible to the selected users or groups when they are logged in to Freshservice. Other users will not be able to see or access the item.
A particular service item can only be associated with one service category. However, as a workaround, we suggest creating multiple clones of the service item and associating each clone to different categories. Use the clone option available against the Service Item in the item list view to create a copy.
These are temporary items which can be requested by a user for a specific period of time. These items are tied to assets marked as ‘usage type : temporary’ in your inventory. Loaner items are subject to availability. If the item is not available in the inventory for the requested time slot, the request cannot be placed.
A permanent item will be indefinitely assigned to the user while a loaner item is temporarily assigned to the user for the requested time period. There is no cap on the number of requests that can be placed for a permanent item. Loaner items, on the other hand, are subject to availability. If the item is not available in the inventory for the requested time slot, the request cannot be placed.
Please check whether the service item is in published state. If it is currently in draft, then the item will not be visible in the service catalog. Also, the item will be hidden from requesters who do not have access to it.
No, it is not possible to import or export Service Items from Freshservice. Please reach out to the Freshservice support team at firstname.lastname@example.org to request an export of catalog items from the backend.
The Child service items are visible in the end-user portal in order to avoid duplicate requests being raised. Plus it also enables ease of access to the user as they can receive multiple items by raising a single Service Request with Child Items linked to it.
You can automate service request approvals by creating a workflow using the Workflow Automator. Let’s assume a scenario where you must send a service request for an Apple Macbook to the requester’s approval manager and the department head whenever you get a service request. The service request will be sent to the fulfillment team only after approval from both managers.
Also, refer to the article below for further reference:
Child Service requests will be automatically created when the additional service items associated with a Service Request are also enabled and requested by the user. We cannot manually create a child service request as they will be automatically triggered.
With the use of workflow Automator, you can configure an Automator so that once a ticket has been approved, you can trigger an action to send an email to the requester and include the placeholder for “Approval Comments” under the tickets category.
Using the workflow automator, you can choose the condition block to be as Requested Items include and enter the service item details. After this, you will see an option to add sub condition, clicking on that, you should be able to set conditions based on a specific field within the service item, as shown below:
The approval link by default would have the requested item information on the page, however, if you want the email to contain the information, the email template can be edited from Admin-->Email Notifications-->Service Request Approval. Here you can include placeholders to include the service item details if needed.
Yes, you can make attachments mandatory for a service item. This can be done easily from the user interface (UI) without the need for screenshots.
Here are the steps to make attachments mandatory for a service item:
Go to Admin > Service Management > Service request management > Service Catalog.
Click the service item you want to make attachments mandatory for.
Scroll down to the Service Items settings section.
Under the Allow Attachments toggle, you will see a checkbox labeled Make as mandatory. Check this box to make attachments mandatory for this service item.
Click Save > Save & Publish.
Once you have made attachments mandatory for a service item, your customers will not be able to submit a request without attaching the required files. This will help you gather all the necessary information and documents from your customers, making it easier for you to provide them with the best possible service.