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ITOM Unlocked: Using workflows for alerts

(Tue, 21 May, 3:30 pm)

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Topics started by JTAVOLARO

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JTAVOLAROSkilled Expert

asked in Automations and Workflows

tasks and workflows

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

freshservice workflow that can change the requester of an emailed ticket

Does anyone have a way to change the requester of an emailed ticket using workflow?Someone sends an email to FS to create a ticket, but they want all notices and communications to go to someone else.

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

Disable closing of tickets

is there any way to prevent certain agents from setting a ticket status to “closed”? We want them to only set tickets to Resolved. I recognize it’s a training issue, but was wondering if anyone else came across this?Thanks!

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

workflow that can read an email header

Has anyone tried to write a workflow that will take an email and extract the Sender’s email address into a variable.e.g. when John Smith sends an email into Freshservice, John is made the requester. I want to capture that function as a variable. TIA!

JTAVOLAROSkilled Expert

asked in Major Incident Management

Major Incident Limitation

I had my first major incident today, and went to document it. When it was time to associate all of the individual incidents to it, I discovered that there is a limit of 10 existing incidents that can be displayed.Has anyone found a way around this? to the development team: seriously? Why would you limit this?

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

Non-Delivery emails creating new tickets

Recently, I started getting incidents automatically generated when there is a non-delivery report.Does anyone have a way to prevent this?

JTAVOLAROSkilled Expert

posted in Getting Started

pop up notifications, workspace menu, etc

Guys, I’m really wondering if I’m the only one who’s seriously annoyed with the way notifications pop up and block parts of the screen? Like, I’ll update a ticket, and i get a flyover announcement that I updated the ticket. I delete a task, and see a notification that the task was deleted. So if I delete several tasks, I get several notifications that just bloody sit there and block the entire upper right quadrant of the screen! Every time I go into the admin section lately, I get a flyover menu to select a workspace. But I am not using workspaces, so there’s only one choice, and it won’t go away until I make a selection.How can I turn these things off, or reduce the amount of time they’re displayed? The helpdesk is not able to give me any help.In the words of Freddie Mercury: “I’m going slightly mad”

JTAVOLAROSkilled Expert

posted in Ticket & Workflow Management

Email Outage

Has anyone noticed there’s a problem with O365 Custom Email, it’s been ongoing since last Friday?http://updates.freshservice.com/incident/362330 Seriously, FreshService, don’t you think this would warrant some kind of notification to your customers?I shouldn’t have had to spend an hour investigating error messages. Please don’t tell me to open a ticket with support, I already have an hour ago and haven’t gotten a response yet (#14235298)

JTAVOLAROSkilled Expert

asked in Assets

customizing software fields

I’m trying to edit the type field in the software form under the assets module, and all of the fields are greyed out. Has anyone else come up against this?

JTAVOLAROSkilled Expert

asked in Automations

scenarios and custom fields

I have an existing ticket, say a change user ticket. When the ticket was created through a service request, a custom field for the User Name was filled out Once the ticket comes to me, I determine what scenario needs to be run, and I run it.The scenario generates tasksI want the tasks to include the User Name information from the SR custom field How would you guys do it? My thinking is to search the ticket description for the Username string and grab that into a variable, but the json is beyond my skill. Any ideas?

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

Expression Builder in Workflow

I have a service request where I added some checkboxes to the custom fields , and I want to use a workflow to produce tasks based on whether or not the checkboxes are checked.I found in the expression builder where I can see the custom fields (placeholders, service request, search by service item, etc), but I’m stumped as to how to phrase the expression so that I know if something is checked or not. Is it Boolean? Is it a numeric value like -1=checked, 0=unchecked? Anyone with suggestions?

JTAVOLAROSkilled Expert

posted in Getting Started

pop up surveys

Hey people… whomever is responsible for that pop up CSAT question, can you please find another way to collect your data?It’s intrusive. I don’t want my staff filling out these surveys The survey hangs at 67%OK, ranting over. Thank you.

JTAVOLAROSkilled Expert

asked in Automations

bug report: multiple Approvals to same person do not display

I may have encountered a bug: I have several procedures which require approval.There are occasions when two different systems will have the same approver, so I need two distinct approvals from this person. But when I put in the second approval, it either overwrites the first or just doesn’t post. Has anyone else had this issue?

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

I’ve been trying, like really stressing, to find a way to take an email sent into my FreshService, pull out details from a consistently formatted body, and populate fields in a ticket with the data. The email body consists of the following: Name : JASON TESTSamAccountName : JTESTDistinguishedName : CN=JASON TEST,OU=USERS,OU=TEST,DC=contoso,DC=comSID : S-1-5-21-953425057-2096312333-931750244-25872Description : CORPORATE - GENERICEmployeeID : 79998employeeType : SalariedEnabled : TrueaccountExpires : 1/11/2023 12:00:00 AM I am trying toextract the text after Name: as a string extract the number after EmployeeID: as a numeral extract the data after accountExpires: as a dateand put each of those extractions into a corresponding service request field. I was given this expression, which when it sees a hashtag (#req) in the email body finds the email address of the original sender from a forwarded email.substring( '{{ticket.description}}', indexOf( '{{ticket.description}}','#req',0)+5, index

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

auto scrolling in ticket screens

Does anyone have a way that prevents the ticket screens from automatically scrolling to the latest entry?As I audit my tickets, I have to keep scrolling up to change tabs or see the original ticket text…

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

webhooks, API's, JSON, and my aching head

One of the reasons why I went with FreshService for my company was the drag and drop interface in the workflows. But as I dive deeper into workflows, I’m finding the drag-and-drop functions are not robust enough for some of the actions I wish to take. For example, when an email comes in from certain automated systems, I want to change the requestor so that a live person gets the updates. When a certain type of ticket is resolved, I want to launch a new ticket, passing over key details, for a different team. From what I’ve been reading here, this is possible through what looks to me like a seriously complicated approach utilizing API, webhooks, JSON, and possibly magic fairy dust!We need to be clear, I know absolutely nothing about API’s, Webhooks, or JSON. I was never able to devote any time to learning this. I don’t particularly want to learn it now, either, I just want to be able to put something in the workflow that works.Are there any tutorials or step by step lessons availabl

JTAVOLAROSkilled Expert

asked in Apps and Marketplace Integrations

signifigant lag in running scenarios

Has anyone noticed a significant lag in deploying scenarios on a ticket, like literally 10 minutes? It doesn’t happen constantly, but frequently enough to make an impact in my helpdesk’s productivity.Yes, I have checked the computers experiencing this, and verified the internet speed… everything is fine, and all other cloud apps are running smoothly.

JTAVOLAROSkilled Expert

asked in Analytics

creating new topics

has anyone experienced where their new topic submission seems to just vanish? I click on Create, and nothing happens. It’s not consistent.I was trying to post this morning, and it’s not visible. But this post went up no problem.

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

ticket list filters

I’m looking at the tickets list and trying to figure out how to filter it either by Subject or if it’s missing a Category. The options don’t seem to be there. I can’t sort by Subject or Category either. The goal would have been to find those tickets which are missing a category and update them, using the Subject to figure out which category is appropriate. My first response is “Seriously?” Why are there so many GUI features which are missing? Some days, working with this platform is extremely frustrating, just sayin’... I’m curious if anyone else has this challenge, and what kinds of creative workarounds they’ve come up with.

JTAVOLAROSkilled Expert

asked in Automations

tasks and workflows in FreshService

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

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