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ITOM Unlocked: Using workflows for alerts

(Tue, 21 May, 3:30 pm)

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Replies posted by JTAVOLARO

39 Replies

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anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

I am absolutely floored that with all the wonderful enhancements you put into the Ticket Management screens, all the improvements you’ve added to the list filter …. you STILL don’t have a way to filter by subject !Seriously…..

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

workflow that can read an email header

Hello @JTAVOLARO, maybe I am missing something, but if the email comes into freshservice from John and John is made the requester then you have his information captured as the requester and can use his requester record throughout workflow. If you mean you are trying to capture John’s email address before the ticket is created, I don’t believe this is possible since you need action in freshservice to trigger any workflows. I’m sorry, I am probably just missing your intention. I should’ve given a better level of detail… we have the option set that when an email is forwarded, the original sender is made the requester. This is necessary for most of my cases.I have a few instances where we need the requester to be the one who forwarded the message, so I wanted to do a workflow that would change it back to the one who forwarded. But I can’t find where Fresh actually reads the email header

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2023Release Notes

AI is nice. It’s fun to play with. But for an organization whose security policies are seriously restrictive, it is a non-starter -- we can’t use it.When will you improve the workflows, specifically the ability to create a CASE statement, a LOOP, a CALL… increase the kinds of placeholders that can be used, e.g. when sending a reply or forward to use the data in the TO: and CC: lines… be able to test if all child tickets or tasks are closed?

BrynCYDEFSkilled Expert

asked in Automations

FS Workflow Automator not displaying text?

10 bucks says they will blame your browser cache :)

MikeyApprentice

asked in Automations

Expression Not updating

I perform a similar call for termination emails…substring('{{ticket.subject | sanitize_html}}', (indexOf('{{ticket.subject | sanitize_html}}','Termination: ', 0)+13), indexOf('{{ticket.subject | sanitize_html}}',';',0)) the actual subject line is “Automated Notification: Termination: Person Name ; more text follows… the first indexof locates the starting point of the word “Termination:” and counts off 13 characters to reach the space after the colonthe second indexof finds the end of the string I want, which happens to be a semicolon What I would suggest is you replace the Length statement with a second indexof, like “indexof(‘{{ticket.subject | sanitize_html}}’,’ Fwd’,0)

tinanauApprentice

asked in Apps and Marketplace Integrations

PowerBI/Freshservice Integration Project Data

Has anyone got an answer to this? I’m trying to do the same thing.

JTAVOLAROSkilled Expert

posted in Ticket & Workflow Management

Email Outage

I think Microsoft would have notified the subscriber (Freshworks) of the problem, they wouldn’t notify Freshworks’ customers. Regardless, FreshWorks should have said something

JTAVOLAROSkilled Expert

posted in Ticket & Workflow Management

Email Outage

Hey @BrynCYDEF !that’s my point exactly… something of this scale should be broadcast aggressively. We can get popup notifications about Webinars being offered, so why aren’t we seeing this?

Kamakshi VCommunity Manager

published in Announcements and Events

We're BACK with the Freshworks Analytics | Webinar SeriesEvent News

@alexandertran and @alyssia.correa , thank you. Your comments do go a long way in assuring me. As far as I know we don’t have any visibility to your backlogs and scheduled sprints, so there’s no way to know if any of the concerns raised are being addressed. I look forward to the release!

JTAVOLAROSkilled Expert

asked in Assets

customizing software fields

thanks Elvis. Yeah, I’m getting a little fed up with some of these limitations. I have no confidence support will be able to help.Sigh...

Kamakshi VCommunity Manager

published in Announcements and Events

We're BACK with the Freshworks Analytics | Webinar SeriesEvent News

@alyssia.correa I think it’s awesome that Freshworks is on the cutting edge of analytics, AI, and collaboration integrations.But frankly I’m not interested in the new and interesting modifications being offered when there are multiple problems with the current GUI that have apparently been consistently ignored by your developers for years. I have problems getting data on tasks, sorting data views, generating workflows that do not offer a loop or goto function, editing fields for certain modules, just like a significant number of other users, and from what I can see the complaints and suggestions have been coming in to you folk for at least the past 5 years.When is some resource going to be applied to the functionality of the existing GUI, to address this backlog of complaints?

JTAVOLAROSkilled Expert

asked in Assets

customizing software fields

No, I am referring to editing the choices offered in the dropdown

zachary.kingSkilled Expert

asked in Getting Started

How to handle the termination of requesters and reusing of email addresses

As a best practice, you should never re-use a username or individual email address, especially if you’re in any kind of regulated industry, like finance or healthcare. Auditors in the US like to see that 1:1 relationship between an individual and the actions they perform. I’m not sure if it’s actually a compliance issue, e.g. Sarbanes-Oxley, but it’s definitely better to use new/fresh/unique accounts.

Vishal NemaCommunity Manager

Freshservice Release Notes - Apr 2023Release Notes

Here some more info Deprecation of basic authentication (username/password-based) for Freshservice API v2 - Happening / Announcements - Freshworks Developer Community You need to base64encode your API key with like Base64 Encode - Online Tool Key: Authorization Value: basic <encoded key> Please FreshWorks, make sure to document proper and official instructions for this asap or point us to it if already existing. Not professional at all to let your customers figure these things out by them self. I am not finding *anything* in the announcements that refers to base-64… how did you know it was required?

Vishal NemaCommunity Manager

Freshservice Release Notes - Apr 2023Release Notes

I think the enhancements deployed are great, but I can’t help wondering how the development priority is established.There are basic functionality enhancements in the backlog, e.g. being able to sort and filter tickets more effectively, a loop/iteration/goto function in workflows. Fortunately, we as a community have managed to find workarounds and share our solutions for some situations, but I would prefer that the product I subscribe to (aka pay for) has these features rather than filling my workflow list with mini-1-line hacks (being able to sort, filter and report on workflows would be nice too).When will we see functional updates to the GUI?

zachary.kingSkilled Expert

asked in Ticket & Workflow Management

How are you handling the re-opening of tickets when a forwarded requester replies?

I haven’t run into any issues yet with this. I have a simple workflow in place: Thank you! we have something similar in place too, but it doesn’t get triggered when a response is added to a ticket from a “Forwarded User”. In your trigger, do you have it set to only “Requester” can perform this event? And can you verify that if you forward a ticket to a different requester, when they reply it reopens the ticket? I generally don’t have that particular scenario, but I can test it out...

zachary.kingSkilled Expert

asked in Ticket & Workflow Management

How are you handling the re-opening of tickets when a forwarded requester replies?

I haven’t run into any issues yet with this. I have a simple workflow in place:

Lars SkjønbergApprentice

posted in Portals, Emails & Other Channels

Freshdesk very long SPF record is a problem

I’m amazed that this SPF issue is still not resolved.Freshworks, what is the plan to fix this problem?

Vishal NemaCommunity Manager

Freshservice Release Notes - Mar 2023Release notes

Scheduled Workflows: yayEnhanced Reporting: yayEmailed nudges for failed email to ticket process: double yay Still yearning for ability to create workflow loop and goto statements

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

EUREKA!I added the sanitize HTML pipe to the placeholders, and got the result I wanted….. to add the extracted information to the subject line of the ticket. so now the Body in the API call looks like this: { "email": "jtavolaro@xxxxx.com", "subject": "Termination: {{E1.result | sanitize_html}} {{E2.result | sanitize_html}} {{E3.result | sanitize_html}} ", "status": 6, "group_id": 21000044746}

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

@BrynCYDEF , you have been absolutely awesome, and I thank you deeply. After some more tinkering and reading through outdated support articles, after using Bryn’s extraction techniques I have a Web Request PUT API call to https://xxxxxx.freshservice.com/api/v2/tickets/{{ticket.id_numeric}} with the following in the Body{ "email": "jtavolaro@xxxxx.com", "subject": "Employee Termination: {{E1.result}} {{E2.result}} {{E3.result}}", "status": 6, "group_id": 21000044746 }Testing the web request through the workflow editor, it works wonderfully… but a live test gives me an error that it’s not valid JSON. Argh… SOOOO CLOSE!

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

So now I’m faced with a challenge on how to change the emailed ticket from an incident to a service request, and add a requested item to the service request with custom fields OR add custom fields on the fly to the incidentAND THENpaste the extracted details into custom fields Is this a webhook? an API? Do I need an orchestrator?Where does one find what the endpoint of an API should be? or a callback URL?(Why do the KB pages always have amazing examples for everything except what I’m trying to do?) I wish I could just tell the system that when a certain type of email comes in to use a specific templateOK, I’m done crying…. are there any actual training courses out there, or is it all trial and error?

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

ah… so then I need to have the custom fields in the ticket form first….I’m thinking then that I should make a service request form with my fields, and do an API PUT to launch a service request where I can enter the extracted data….

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

So, I was able to write the extraction p[ieces just fine thanks to your excellent writeup…. But for Actions, I do not have “set error value” as an option.I’m thinking I need to do a web request to update fields? For that matter, I need to add some fields as well.In any case, you’ve given me a heck of a launch, and I am grateful!

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

I’m jumping up and down…. you rock, Bryn, THANK YOU!

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