18 Apr 2017 - Dynamic Form Sections and SAML SSO enhancements
Sajeesh Sahadevan
started a topic
about 2 years ago
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.
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.
Sajeesh Sahadevan
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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