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16 Sep 2016 - Multiple Items in Service Request and AD Attribute Mapping

Here are some of the significant feature enhancements and bug fixes that were shipped on 16 September 2016.

Feature releases and updates:

  • Multiple Items in a Service Request
  • Active Directory - Custom Field Mapping
  • Execute mandatory field checks when closing tickets in bulk
  • Bug fixes, general tweaks and performance enhancements


1. Multiple Items in a Service Request

End-users now can now request for multiple items in one go without having to create multiple service requests for additional items. More importantly, this enables agents to assign the right resources for fulfilling service request and at the same time offer a single point of contact for end-users.

Click here to read the solution article for this feature.

  1. Agents will now no longer be able to convert service requests into incidents. However, they’ll still be able to convert incidents into a service requests.
  2. When agents close a parent ticket, all the linked child tickets will also be closed automatically. Please ensure that all child service requests have been fulfilled before closing the parent ticket.

2. Active Directory - Custom Field Mapping

You can now create and apply new custom field mappings to a Freshservice Probe so that additional attributes, including any custom attributes created in your Active Directory, can be mapped to user fields in Freshservice. This ensures that you don’t miss out on including some additional yet relevant information about your users.

Screen Shot 2016-09-13 at 2.26.07 pm.png

Click here to read the solution article for this feature.

3. Execute mandatory field checks when closing tickets in bulk

Closing tickets from the tickets list page will now trigger the mandatory field check for all the tickets selected. Only the tickets that pass the mandatory field check will be closed.

For instance, if the “Required when closing the ticket” option is enabled for certain ticket fields, you will need to fill them prior to closing a ticket. If fields that have been defined as required have not been filled, you will not be able to close the ticket from the tickets list page. 

Note: Tickets automatically closed using supervisor rules will not trigger the mandatory fields check.

Bug Fixes:

  • Tickets created from end-user emails will now have the signature displayed correctly fixing an earlier issue where there were formatting issues.
  • Supervisor Rules weren’t getting triggered for some specific cases i.e. when the conditional attributes were “Hours Since Created”, “Agent” and “Department”. This has now been fixed.
  • On a few instances, adding a note does not create the note body and caused an error when accessing the ticket. This has now been fixed.
  • The number of “Hours” in a Timesheet report will now be updated in real time when the timer is ON and time is currently being tracked.
  • An issue with Discovery Probe scans failed if the domain name has special characters in it. This issue has now been fixed.
  • Fixed an issue where the disk space of devices scanned using the Discovery Probe and Agent was updated incorrectly.
  • Multiple assets with the same name were shown only once in the Relationship map view. This is now fixed.
  • Assets deleted from Trash by a user will now be captured in the dashboard activity log fixing an earlier issue where these changes were not tracked.

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1 Comment

On Item 1: Multiple Items on a service request:

Is there a way to prevent users from selecting more than one item in the same category?

This scenario would be if a manager needs to chose a laptop for the new hire, and there are 3 choices (Macbook Air, Macbook Pro, or Dell 7450 for example). Can we prevent managers from selecting multiple laptops? In this case only 1 of the 3 options should be selected. 

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