18 Apr 2017 - Dynamic Form Sections and SAML SSO enhancements

Dynamic Sections in Ticket Forms


If the ‘New Incident’ form contains a drop-down, you can customize it to display certain additional fields based on the value the requester selects from the drop-down.


IT teams (and other support teams like HR, Finance etc.) can collect just the necessary details without overwhelming requesters with numerous fields.


For instance, a drop-down can be added for ‘Issue type’ to determine which department needs to address the issue – IT, HR, or Finance. If the requester is reporting a technical issue, new fields to capture the affected device’s IP address and workstation number etc. show up the moment they specify the ‘Issue type’ as IT. Likewise, tickets meant for the Finance team can capture details like the employee ID and date of joining etc.


Refer to this solution article for more information about dynamic sections.



Support for SHA256 certificate fingerprint in SAML SSO


Freshservice now supports SHA256 certificates while the older and less secure SHA1 certificates are gradually being phased out.


Accounts created after 12th April 2017 will only have the option to add SHA256 certificate fingerprints while configuring SAML SSO. We’ll will continue to support the SHA1 certificates till 1st June 2017 for older accounts. To change your SHA1 certificate fingerprints to SHA256, please refer to this solution article.



Update additional user attributes using SAML SSO


You can now update all the default user attributes in Freshservice by mapping these values as additional attributes in the SAML SSO response. This will ensure that the user attributes are updated every time the user logs in to freshservice.


Here are the attributes that can be updated:


Attribute

Attribute Name

Required?

Description

Email Address

NameID

Yes

Email address of the user will act as the username in Freshservice. When a new user logs in, Freshservice will create an account using this Email address automatically.

First Name

firstName

No

First name of the user.

Last Name

lastName

No

Last Name of the user.

Job Title

jobTitle

No

Job Title of the user.

Phone

phone

No

Phone number of the user.

Mobile

mobile

No

Mobile number of the user.

Department

department

No

Department of the user. If the department does not exist in Freshservice, a new department is created. New department values are always overwritten.

Reporting Manager

reportingManager

No

The Email address of the manager to whom the user reports to. If the email of the reporting manager does not exist in Freshservice, a new requestor will be created.

Address

address

No

Address of the user.

Time Zone

timeZone

No

Time zone of the user. The value should follow the format specified in this article.

Language

language

No

Language of the user. The value should follow the format specified in this article.

Location

location

No

The location of the user. The location value should exist in Freshservice.



For more information, please refer to this solution article.


Bug Fix

Fixed an issue where updating a nested field value was not being saved properly.



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