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Automations

  • 269 Topics
  • 965 Replies

269 Topics

Kamakshi V
Community Manager
Kamakshi VCommunity Manager
published in Automations

Ask our IT Expert ! Freshservice Best Practices session hosted by Kenneth Hayward - Post your questions here!

Hellooo Freshworks Community!!! How’s it going?How's everyone holding up this Midweek? Feeling super productive 🤔, or just eagerly waiting for the weekend to roll in 😎 ? Well, here's a little something to add some boost to your day! I'm absolutely thrilled to introduce @ken.hayward ,Solution Architect in Freshworks, who's all set to host an insightful session - Powerful automations to transform and scale your service delivery in Freshservice for you on May 23 at 7:30 a.m. PDT. If you haven't checked it out yet, you're missing out!Ken’s got a 90-minute agenda lined up for you all. Get ready to dive deep into some concepts that are bound to revolutionize the way you approach your automations.Here’s a little bit about him! For those of you who had the pleasure of attending his solution booth back in 2022, you already know the expertise he holds. Kenneth Marshall HaywardSolution ArchitectFreshworksKen is a Solutions Architect at Freshworks, where he has been instrumental for the past 6 y

732
Kamakshi V
Community Manager
5 days ago
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Community Debut
tbh-swilhelmCommunity Debut
asked in Automations

Asset Quantity Updated not Triggering

I have added fields to our ‘Consumable’ asset type, specifically to track a re-order threshold.  I also implemented a workflow to notify us when the quantity on-hand drops below said threshold, and it works if I manually alter the quantities.However, it does not appear to trigger if the quantities are updated by fulfilling a service request.Has anyone else encountered this issue?

2
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Community Debut
2 hours ago
L
Contributor
lisa.priceContributor
asked in Automations

Automatically raise a change

Hi.  I’m still learning how to use FreshService, but I was wondering if you could help me please.  We have a third party supplier that emails us when they need us to approve a change.  This raises a ticket in FreshService.  I’d like to put some automation in place so that it will automatically raise a change request (preferably using the template I have created) and then close the incident that was raised through the email.  I’m really struggling to work out how to do this.  I’ve managed to suss out that I perhaps need to use a Webhook, but I’ve tried creating one and it just errors.Can anybody point me in the right direction please?

4
T
Community Debut
4 days ago
kevinjbeattie
Apprentice
kevinjbeattieApprentice
asked in Automations

Manage and Assign License in Google Workspace for Gemini AI

I'm looking for a way to automate requests for Google Gemini. We have a limited number of licenses and would need to verify we have an available license prior to assignment, through the workflow automation tool via the GSuite - orchestration service (https://support.freshservice.com/en/support/solutions/folders/50000000548) but I don't see an option in the UI.  I'm gonna guess no because a different set of API's are needed for license management, but just curious if y'all know a way to do with with the workflows?https://developers.google.com/admin-sdk/licensing/reference/restThanks in advance.-Kevin Beattie

0
kevinjbeattie
Apprentice
5 days ago
B
Apprentice
BrandonJApprentice
asked in Automations

Webhooks to the API within Workflows

I am relatively new to FreshService so I apologize if this has been answered clearly elsewhere. Long story short,  I am trying to sequence multiple tasks and workflows in order to automate some processes, but I am having trouble getting them to reliably trigger from one another. I have discovered this thread here:In which it is stated that, according to Support, ‘System’ events do not trigger workflows, so I have been trying to use webhooks within the Workflows to the API to get around this limitation. However, it doesn’t seem to be able to get me where I am trying to go. To illustrate what I am attempting to accomplish:The API is used to create a Task, for example Task_One There is a Workflow, Workflow_One, which is supposed to trigger when Task_One is created, and it does trigger correctly.  Within Workflow_One, there is an API Webhook to create Task_Two, which is successful and Task_Two is created as expected. The workflow also continues past the point and completes the rest of the

4
B
Apprentice
6 days ago
chard1988
Apprentice
chard1988Apprentice
asked in Automations

Upload requester's reply attachment to google drive via orchestration

So here I am creating a demo/proof-of-concept for a client.Tasks are the following:Create a workflow that will create a dedicated folder in google drive for the requester and create a google sheet row containing all information of the ticket including, ticket public url, agent who’s handling the ticket and URL to the ticket folder within google drive. Once created, create a sub folder inside requester’s folder and name it with the SR number eg: `SR-24` Upload all attachments to that folder, in this case, `SR-24` If requester replies and that reply contains attachment, upload those attachments as well to folder `SR-24`I’ve already done most of the items except number `4`. I was able to create a dedicated folder for the requester by adding a user field and name it `Drive Directory` and it’s value is the folder id created via google drive orchestration.I updated the requester account via web request using freshservice api and in my workflow upon ticket service request creation, I have a c

0
chard1988
Apprentice
9 days ago
ITSpace
Apprentice
ITSpaceApprentice
asked in Automations

Route Tickets Between 2 Freshservice Instances

Hello,Can someone help me understand how to build routing between two Freshservice instances (accounts).  We want to be able to create a way that moves a ticket to our non IT Support Instance if we move the ticket to a particular group.Thanks! 

8
zachary.king
Skilled Expert
10 days ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Automations

Scheduled Workflow with Ticket Age

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

4
V
Community Debut
11 days ago
C
Apprentice
CMaginApprentice
asked in Automations

Freshservice Workflows: Add a role using API

Hello, I was recently given the task to build a Workflow in Freshservice that can set and remove Roles for Agents. Trigger for this should be a specific Service Request being raised.Currently I am having trouble with adding this new role to the existing role array. Here are the relevant parts of my WorkflowFirst I use the API to get the Agent details that include their roles Then I use the following parser node (narrowed down to the attributes I need) But then I have the problem of how to add the new role{ "role_id": 53000134485, "assignment_scope": "entire_helpdesk", "workspace_id":2 }to the existing array that I can then write back.Expression Builder is not usable for my Use case, since outputting any String with the Expression Builder turns every double quote inside the String into a single quote And the Web Request body only accepts double quotes since this is the JSON standard. With Liquid alone I wasn’t able to find a way to insert this new role into the the Array (also tried han

4
R
Contributor
12 days ago
N
Apprentice
NolanBApprentice
asked in Automations

Attachments from FreshService to Jira?

Hello, we have a workflow automator that takes specific FreshService tickets and uses information from those tickets to create new work items in Jira. This is all working smoothly except for the attachments. Users are able to upload attachments to the FreshService request, and the payload parameter “include_inline_attachment” is set to “true” in the automator. However, attachments from the FreshService tickets are not going over to Jira with the rest of the information. Am I missing something? Thank you!

0
N
Apprentice
13 days ago
S
Apprentice
staylor96Apprentice
asked in Automations

Task Automation - Unable to assign Tasks to the Agent assigned to the parent Ticket

Current state of issue: I have setup a Ticket Template for when we retire a device. We then setup 3 tasks that are created when the ticket is raised. We have 3-4 employees that share the work so we do not want to assign them to a specific person, however it is pointed to the Group, IT. Under the Task option for “Assign to” I have the option for “Event Performing Agent”. However, this immediately assigns the child tasks to the requestor rather than leaving as None until an action is performed on the ticket. Goal: I want these tasks to be assigned to the agent who self-assigns the parent ticket to themselves. Any advice?

5
Sarah6smith
Community Debut
18 days ago
Ben Paddick
Apprentice
Ben PaddickApprentice
asked in Automations

Assistance Required with Utilising Custom Objects in Forms and Automations

Hello Freshservice Community,I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer.Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario:I have created a Custom Object with the following fields:Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text)My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation.Service Request Form Configuration:Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template NameAutomation Attempt:Reader: Set to filter where Team

3
Daniel Söderlund
Skilled Expert
18 days ago
D
Apprentice
dtavisserApprentice
asked in Automations

Asset automation change used by field with a custom field from requester/agent

Hi all,We have a difference in domain login and used by field on the asset, which we discover through the agent. We use the domain sync of the fresh service probe from the accounts. Now the automatic asset mapping does not work.We've added the AD sAMAaccount as custom field on the profile, which is now visible based on the custom mapping We would like the update the asset, based on a match between the new custom field and last login field on the asset. With that match we would like to update the used by field and department fieldAny ideas how to build this in the automation?

0
D
Apprentice
18 days ago
viceper
Apprentice
viceperApprentice
asked in Automations

Automatically Set change request as closed once a service request is closed

does anyone know if I can automatically Set change request as closed once a service request is closed?

0
viceper
Apprentice
19 days ago
Corporate Ladder
Top Contributor
Corporate LadderTop Contributor
asked in Automations

How to hide/remove Status options based on Category selected?

Greetings! I have a Business Rule that disables the custom status “Pending Remediation Validation” unless a particular Category/Sub-category is selected (see below). The problem is, this rule only seems to apply to the options for the main panel on the right side of a ticket’s detail page, and not for the Ticket-list view Status change option or for the Ticket Reply “Send and set status as...” option. The status still shows up in these two places, regardless of the ticket category.  Any ideas?  Thank you.

8
Medic1334
Skilled Expert
19 days ago
P
Apprentice
pavelobApprentice
asked in Automations

workflow automator change status if agent forward response to ticket ot externall email address

Hi,I'm solving issue to run workflow if agent forwards ticket to extenal contact. The goal is to change status to defined custom status. Can you explain to me how can I do it? Meanwhile what I have Event=Reply or forward sent, Condition=Requested for fields.requested for email <external_address> Action if "Yes": Set status to Custom1Action if "No":   Set status as custom2. But if I forward response to external contact, flow always goes to Action if "No". Thanks Pavel

5
Daniel Söderlund
Skilled Expert
26 days ago
adhuston
Apprentice
adhustonApprentice
asked in Automations

Post XML using Web Request Node

Dear Fresh Community,I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with.  I’m calling an API which only accepts XML when doing a put method.  The Web Request node only appears to allow you to use JSON.  Has anyone done something similar where you’re submitting xml to an API through the Web Request node?Thanks,Andy

3
R
Contributor
26 days ago
celliott
Apprentice
celliottApprentice
asked in Automations

Web Request Node & Content-Type application/x-www-form-urlencoded Header in Automator

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response.  {  "error": "invalid_request",  "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z",  "error_codes": [    900144  ],  "timestamp": "2023-03-02 20:56:54Z",  "trace_id":  ,  "error_uri": "https://login.microsoftonline.com/error?code=900144"}

11
pthakare
Community Debut
27 days ago
P
Skilled Expert
Patrick GSkilled Expert
asked in Automations

Create a service request through Web Request - missing email error

 Thanks for your help… I tried soooooo many things to get this through, just can’t find it :/     

2
Daniel Söderlund
Skilled Expert
28 days ago
M
Apprentice
MattWalkerTx320Apprentice
asked in Automations

AzureAD User Provisioning and available license checks.

Working on creating a User Provisioning automation to create AzureAD accounts. I need to verify license availability for the appropriate M365 License. I have the AzureAD orchestration in place, and the SaaS Management discovery piece working. I would like to verify if there are available M365 licenses (E3, F1, etc.), and if not pause and create a task or ticket to procure more licensing - which will be a process outside of Freshservice. I’m not seeing a way to either (1) read the SaaS discovery data, or query Azure AD for licenses. I can see where I can assign licenses (however, I’m using Group Based Licenses) using the AzureAD Orchestration.Thoughts and ideas on how to accomplish this?

1
M
Apprentice
1 month ago
M
Apprentice
MattWalkerTx320Apprentice
asked in Automations

Service Request Bundles Fields and Automation Question

 Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions:How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).

0
M
Apprentice
1 month ago
Vanderdecken
Contributor
VanderdeckenContributor
asked in Automations

Can you spot the error in this placeholder text?

{{ticket.requester.name}} has requested travel to  {{ticket.ri_207_cf_where_are_you_going}}, which is on the restricted list.This error will appear as a System note saying, “Not given.”The error in this expression is that the second right curly brace is not in bold format. }}Freshservice support was able to find it; mind you, this was buried in a 50-node workflow. I believe this is an insight as to how Fresh parses the HTML in expressions. The <\b> tag cut off the second right brace, and so the value was not found. 

0
Vanderdecken
Contributor
1 month ago
Yooji
Contributor
YoojiContributor
posted in Automations

Google Drive/Sheets Orch App

G’morning folks :)we’re messing around with the Google Drive/Sheets orch apps and were wondering if it’s at all possible to have the orchestrators read a csv file and then output it into a condition card in the workflow.We were not able to figure this one out yet but any chance someone has a different recommendation for an app or has a workaround for this?What we’re trying to accomplish in this workflow is basically having a central file to read from in a google drive so that we can have agents make edits to that csv file rather than messing with the workflow’s condition card; at some point we’ll be removing access to the workflow automator for some agents.

0
Yooji
Contributor
1 month ago
C
Apprentice
Chris.ArmitageApprentice
asked in Automations

Powershell Orch - Call a pre-built scripts and pass params

Hi there Im wondering if its possible for the powershell orch app to be able to call a pre-built script and pass parameters to it.I have a few scripts that would be ideal to now turn into Service requests but the scripts all have built in creds (using encrytion), which ive seen the Powershell App struggles with.  But if i can call my script and simply pass some parameters to it then it “should” work.  The scripts are stored on the Server we installed FS Orch onand egample of what im looking for isexecute command.\nameofscript.ps {{ticket.id}} {{ticket.from_email}}this would call the script and pass “ticket id” and “Ticket from Email” as the params

9
Daniel Söderlund
Skilled Expert
1 month ago
M
Contributor
MichaelBoardmanContributor
asked in Automations

Automator based on Usage Type

I have been tasked with clearing the “Loaner” status on laptops in our org at the end of every day. I was all set to make a daily automator that simply looked for laptops with the “Usage Type” set as loaner, then change it to Permanent at the end of the day. It looks like “Usage Type” isnt a placeholder that can be used in the automator...is this true, or am I just missing something? 

0
M
Contributor
1 month ago

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