Build custom links with Freshservice entities through Look-up Fields
With Look-up fields, admins can configure fields in Freshservice forms that can reference information from other entities (such as Requesters, Agents, Location, Assets) within Freshservice. Admins will also be able to configure context-specific conditions to narrow down the list of items that will be available for Requesters on forms.
Look-up Fields will be available in Service Catalog Item forms first. We will be introducing Look-up Fields to Ticket Forms following that.
Thank the Gods! It was frustrating not having this ability already. It will be a big help moving forward once it has been implemented! Thanks!
Look-up fields for Service Catalog Item forms is now live.
Here's an article that will help you with your setup. I've also attached a video, demonstrating how Look-up fields can be configured.
Let me know if you have any feedback.
Product @ Freshservice
Is there an indication when this wil be live for ticket fields? :)
While a good start, there is no excuse for the limited number of data sources. It is critical that we be able to select from lists across the platform. Specifically from Vendors, the Product Catalog, and Companies/Departments.
As with all things Freshservice, it's a phased roll out. Freshworks will build on this, but agreed a good start.
Pretty useless to us unfortunately in it's current state. Without the ability to show a consolidated list of requesters + agents, a large portion of people would be missing from the list.
As I mentioned earlier, agents can be requesters too and should also appear in the requesters list.
Just found out the asset look-up pulls the display name, not the asset tag number. The ability to pick which field in the asset entry would be helpful. Having the display name as the look-up is useless to us.
Agree with Leigh's comment. Requesters should include agents or there should be a separate "All Users" type of field that has both. Please make this change and also add some of the other common fields such as department, products, etc.
That said, this is a good start. Please continue to flesh it out and add this capability to ticket fields.
Thank you so much for the feedback.
This is just the start, and we will definitely building on this, in the coming months.
We will be expanding on the entities that can be 'looked up' and also expanding this capability into other Freshservice forms, incrementally.
I'll keep you informed as and when we are able to ship them.