BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Information Combining Incidents for Change Control Log Previously, when multiple incidents would arise in Freshservice over the same issue, we would associate the incidents to a Problem and close out the tickets. Now, that Problems aren't tracked in Freshservice (see CCL), we need to combine all of the incidents into one and then link that "parent" ticket to the CCL. Click on the applicable Incident. Click on New Child Search for the additional incident numbers and add them as Children to the new Parent problem. When tracking your incident on the change control log, use the URL for the Parent incident to link the two.

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Information In Power BI, click on Get data and choose Web In the pop-up, paste the API URL copied from Freshservice. If the customer uses a Vanity URL, make sure the CNAME has been replaced with the default FS URL. Click OK In the next pop-up, Click on Basic from the left pane -> Enter the API key in the Username and click on connect.. The data will be loaded into as a data set. We will now have click on Open as and choose the data to be displayed as a CSV Document. Power BI will now display the data in tables.

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Documentation Guides, 1000060395. Documentation Information Formatting the Content within Solution Articles Add content to the solution Article. Type or Copy and Paste your content into the body of your Article. Formatting: Main Heading Header: Heading 1 Font: Freshservice Default Font* Size: Freshservice Default Size* Sub-Headings Header: Heading 2, Heading 3, Heading 4 Font: Freshservice Default Font* Size: Freshservice Default Size* * The Default settings are managed at a system level within Freshservice. The written instructions or steps come before screenshots or videos *When you copy and paste from an outside source, you will be prompted to "CLEAN" or "KEEP." We do not have a preference on the choice you make as both options require you to manually adjust and clean up information in some shape or form. CLEAN: Freshservice will scrub info and translate it into Fresh Service formatting KEEP: Freshservice will paste the information using the source formatting Example: How to Add Yourself to a Project in CMiC (STEP 1:) Expand the “Communication Management” folder. (STEP 2:) Click “Project PARTNER Directory”. (STEP 3:) Click “The People Icon" for company 010, Swinerton Builders

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Documentation Guides, 1000060395. Documentation Information How to Access and Update Canned Responses in Fresh Service Click the Settings Icon on the left. Click on Canned Responses. Select the folder that the response would be located. Note: the Folder defaults to "Personal". Click the applicable response to view or update. Modify the response as needed and click Update.

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Documentation Guides, 1000060395. Documentation Information Click on the Solutions icon along left margin. Click “Add New” Select what you want to add: Article Folder Category Article from external URL Add New ARTICLE Input the Article Title *check other Articles in the same folder and use the same naming convention. For example, Teams – How To Setup vs. Teams-how to Setup Write Article Category, use drop down to find the Category you want to add your article to Folder, select the folder you want to add your article to. At the bottom, you can add an attachment Optional: you can add Tags and Keywords Click Save Format your Solution Article - click >HERE when you are ready to add content into your Article.

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Documentation Guides, 1000060395. Documentation Information Click the Admin icon/tab along the left-hand-side Click Canned Responses Click New Canned Response Add the Response Title Add your response Message Additional Options: Click on strong>Insert Placeholder to add fields from the ticket. The data will autofill from what is in the ticket Add an attachment Restrict or add other groups to make your response available to other Agents Click Save

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Information Go into one of tickets and click the 3 dots > select Merge You can use the drop down to find the other ticket (I always change it to ID) > add the ticket # into the field When the ticket comes up, click the little plus icon Click the Primary icon to select the ticket you want to be the main one > click Continue Click Merge > Save and Merge

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Documentation Information Open Notepad and Copy Text from the Simon Says Note. Open Email you want to use as ticket and Forward to Tech Support. Subject line should explain the issue (becomes ticket name). Paste text from Notepad in the body of the email. Status and Office Location need to be updated. Click Send Check Freshservice to confirm the email was sent.

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Freshservice Information Overview In an effort to decrease the number of ticket submissions for issues where users either: Exhibit they have not been trained sufficiently Repetitively submit tickets for the same procedural problem The Apps-Service Desk team will begin adding a tag to relevant incidents in FreshService. The Applications Specialist (Stephanie Jakus) will be running monthly reports to record these items and follow up for further training. The new tag: Training Opportunity The new tag will be added to any applicable ticket for the following applications (at this time): BIM 360 (including BIM 360 Docs, BIM 360 Field, BIM 360 Glue, and BIM 360 mobile apps) CMiC / CMiC Mobile Field ExakTime Connect / ExakTime Mobile Labor Quantity App Power BI / Power BI Mobile Workday

BTech BTech Alerts & Notifications - Check this page for the latest information on emergencies and system outages. All times are Pacific. Fresh Service Documentation Guides, 1000060395. Documentation Information Introduction HTML offers the ability to be able to use an Acronym and/or Abbreviation with the ability to add an "onhover" event to be able to display the meaning of the Acronym and/or Abbreviation. HTML information Example: AD Example Preview: AD Example: User Principal Name (UPN) must match with User Logon Email To maintain consistency across systems, it is important to align the email setup in CMiC and WorkDay with the AD primary email address. Example Preview: User Principal Name (UPN) must match with User Logon Email To maintain consistency across systems, it is important to align the email setup in CMiC and WorkDay with the AD primary email address. HTML Resources https://developer.mozilla.org/en-US/docs/Web/HTML/Element/abbr https://www.w3schools.com/tags/tag_abbr.asp https://www.w3.org/TR/WCAG20-TECHS/H28.html