Yes, we can add custom fields to a service item. Navigate to admin-> Service Catalog and click on the required service item. Select the Custom Fields tab to add a new field into the Service Item
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. This can be enabled by navigating to the ‘Settings’ tab under the Service Item and enabling the “Group Level” visibility. Use the ‘Visible Groups’ option to specify the requester groups with access to 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.
You can use the ‘Customise Service Request subject’ available under the ‘Settings’ tab of the service item to customize the subject line of the Service Request. We even have placeholders that can be included in the subject line to make it more informative.
Attachments for a Service Request can be enabled under the ‘Settings’ tab of the service item by selecting the “Allow Attachments” button.
You can create the following types of fields on your service request form:
Single line text
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, we cannot perform bulk actions on service items. Each service item must be updated individually.
Navigate to admin-> service catalog and click on the service item in question. The current status of the service Item (Published/Draft) will be mentioned next to its name.
No, we cannot reorder the items in a service bundle.
Freshservice does limit the number of fields that can be added to the service request form.
Limits by Field Type:
Dropdown - 50
Nested Dropdown - 6
Text - 10
Integer - 10
Decimal - 10
Paragraph Text - 10
Checkbox - 25
Date Field - 10
The following are the specifications for an image that can be used as a thumbnail for a service item,
No, We cannot have shared fields between Service Items.
Yes, you can do this using the ‘Reorder’ button next to the service category list. Click on reorder and then drag and drop the categories in the order you want them listed.
Yes, we can delete all the default Service Items by using the “Delete” option available in the service item edit page.
No we cannot import or export Service Items.
The mandatory fields which are required to submit a loaner service request are
From Date and Time
To Date and Time
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.
Once a Service request is raised, you would be able to change the stage of the item by clicking on Requested items and then the Stage field next to the service item.
You can set approval reminders to be sent out to approvers every x number of hours. You can define the interval at which the reminder emails have to be sent. This can be achieved by going to the Email Notification > Tickets > Service Request Approval.
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 would be able to 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”.
Yes, We can convert an Incident into a Service Request
We can change the type by selecting “Service Request” from the “Type” field available under Ticket “Properties” tab against the corresponding ticket.
We will lose all the requested items when we convert a Service Request into an Incident because we cannot request service items by raising an Incident.
An incident can be raised to report any unplanned disruption which hampers productivity, Whereas a Service Request can be raised to request for specific service items in your helpdesk.
We can use the Workflow automation to trigger automation scenarios for a Specific Item or a Service Category. You can choose the condition to be as “Requested items include” or “Service category”
Eg: When there is a service request is raised with a request for Asset Type as Laptop it can be automatically assigned to the Hardware Team.
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.
No, We cannot set visibility restrictions for Service category. They can only be enabled for Service Items.
Not by default, As a workaround you can create a workflow to trigger a mail to the requester to add the attachment required.
Or you can write to support.freshservice.com to make it a mandatory field.
The total limit of fields is 50 fields per service item which is inclusive of dropdowns + text fields + URL fields.
Please reach out to firstname.lastname@example.org for further information.