Question

Ticket Automator - Service Request - Not Running Rule


We are trying to create a ticket automator to automatically assign a service request to a group.  Service request gets created, but it doesn’t seem to be applying the rule and assigning the ticket.


15 replies

Userlevel 4

Hello @Mike.T 

Can you share what your workflow looks like so we can better troubleshoot your issue? In my experience when a workflow is not being triggered it has to do with the action event and how it responds to the ticket creation state. Also another big factor is where the workflow is set in its order. If other workflows that are triggered by the same event are ahead of it and make changes to the ticket, that could be preventing this workflow from running.

Just some ideas, hope this helps

-Zach

 

See the attached image.  Thanks for your response.

Userlevel 4

Hey @Mike.T 

So this looks pretty standard, my guess is that it has to do with the conditional not being met correctly. If you’d like you can DM me here (if you are concerned about privacy) and send me a screenshot of the conditional opened up so I can see its contents, and also an example SR that is created with the activities tab expanded to see if the workflow is being triggered at all.

Thanks,

Zach

I have the same issue.

  1. Service request is raised
  2. Check if title contains “Employee on-boarding” (literally copied from an existing ticket).
  1. if yes → add task
  2. if no → assign to me

 

Neither of these events (a or b) are happening.

Condition:

 

Userlevel 4

@JVDS, when the service request is raised, and you click the activities tab, does it show if the workflow was triggered at all? Also do you have any other workflow automators that run when a Service Request is raised that reside above this automator?

@JVDS, when the service request is raised, and you click the activities tab, does it show if the workflow was triggered at all? Also do you have any other workflow automators that run when a Service Request is raised that reside above this automator?

 

I see.

It's my second week working for my new employer which use Freshservice. So I didn't know this was a thing. (Neither does anyone else here..)

Can you only have 1 automator triggered per ticket? Or can you never have the same condition? 

Is there an article that explains the rules about automators?

Userlevel 4

@JVDS no worries, I am sure we can figure out the issue. You can definitely have more than one workflow automator that uses the same trigger. It is best practice to try and group automations together in the same workflow if possible to declutter the amount of workflows you have but this is not necessary. The big thing is that if a workflow, that is triggered by “Service Request is raised” or any other trigger that matches your new one, resides above your new one, and changes the ticket so that it no longer meets the condition of your new one, it won’t apply the actions specified in your new automator. So try changing the order of the automators, or maybe disable the others, and test it out. See if that fixes the issue.

Here is some documentation - https://support.freshservice.com/support/solutions/folders/273935. You can send me a DM if you need some further help. I try and respond as quickly as I can lol :)

I found an old automator from an ex employee that I can adjust to add the new rules into. So for now my issue has been solved and I can continue working. Thanks for the tips and I'll browse through the docs as well!

Userlevel 4

🎉  Great News!! When workflows fail, it is almost alway due to collisions with other workflows :) Take care!

Sorry for the massive delay on this.  We have a ticket that gets created when an email comes in from Microsoft Power Apps.  We want that ticket to automatically be assigned to a group and kick off several other tasks.  What is the best way to create this?

Userlevel 4

Sorry for the massive delay on this.  We have a ticket that gets created when an email comes in from Microsoft Power Apps.  We want that ticket to automatically be assigned to a group and kick off several other tasks.  What is the best way to create this?

Hey @Mike.T

I think a workflow automator is perfect for this scenario, as long as when you say “kick off other tasks” you mean create a task for that ticket.

Would look something like this:

Obviously this is just an example but what matters most is how you isolate the ticket so that it triggers the workflow. When it comes to email, it helps to identify the source, from email address, requester, or subject line. Things you know won’t change. Also if you choose subject line, in my experience use “Contains” and not “is”. Selecting “Is” is so limiting that it often won’t allow the workflow to be triggered. Just something I have learned :)

Hope this helps

-Zach

I’ve followed the steps and created a Workflow Automator, but it doesn’t seem to be working. 

 

The activities show “Microsoft Power Apps created ticket, set Status as Open, set Urgency as Low, set Priority as Low, set Source as Email, set Group as IT Tier 1, set Type as Incident and set Impact as Low”.  

Workflow Automator is setup: Ticket is raised - Ticket Fields.From Email is microsoft@powerapps.com Ticket Fields.Subject contains "is leaving"

Notes are supposed to be added to the ticket, but it’s not happening.  

Userlevel 4

Can you change ticket.fields.from to request.fields Requester Email and see if that makes a difference. If you don’t see the workflow under the Activities page then it’s not being triggered. I would start by removing conditionals until the creation of the ticket triggers the workflow. This will help identify why it’s not running. Also place the workflow at the very top of the list of automators and see if that helps.

I made the changes as you suggested and moved the rule to be the 2nd from the top.  Still doesn’t seem to trigger.

Userlevel 4

Ok this is extremely difficult to troubleshoot without seeing the workflow or testing in your instance. I would suggest reaching out to support@freshservice.com so that a tech can access your instance and make sure its functioning correctly. Sorry I couldn’t be more help Mike.

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