Skip to main content

Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Supercharge Your Customer Support: Unleash the Power of Freddy Copilot for Immediate Impact [Slot 3]

(Wed, 20 Nov, 4:00 pm)

Community
Using Freshservice
Automations

Automations

Automations

319 Topics
1,136 Replies

When you subscribe we will email you when there is a new topic in this category

319 Topics

Recently active

Most replies Most views Newest first

Kamakshi VCommunity Manager

published in Automations

WATCH RECORDING>>> 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

joestractApprentice

asked in Automations

Creating a Child Service Request Webhook

Testing adding a service request child ticket to an open service request ticket in the sandboxUsing Web Requests in the sandbox automater to create a child service request ticket.pulling information directly from the freshservice API websitehttps://api.freshservice.com/#create_child_service_requestTesting the web request, I always get this error message no matter what email address or information I put in the email field.

MDaviesSkilled Expert

asked in Automations

Differentiate Ticket Source via Support Portal vs Agent Portal

Hi Everyone,Has anyone figured out a reliable way to differentiate the default Ticket Source for Tickets logged via the Support Portal and those logged via the Agent Portal?The Scenario: A Ticket is logged by a Requester via the Support Portal / A Ticket is logged by an Agent via the Agent PortalThe Outcome: The Ticket Source is set to ‘Portal’ by defaultThe Problem: Workflows which target Tickets of Source ‘Portal’ can trigger on Tickets (and Child Tickets) logged by Agents if the ‘Source’ is ‘Portal’ when you would not want them to. Meanwhile, Tickets logged by Requesters can potentially trigger Workflows which were intended for Agent user. This necessitates some very careful workarounds.

jcasc93Apprentice

asked in Automations

Other's visibility for Scenario Automations

Hi there, I am facing an issue that I am not sure how to solve after trying many different ways, especially with roles.For instance, we have created many scenario automations in Freshservice and they are all available for agents in group ‘Whatever name’. Now, we have add ‘Matilda’ as observer of this group (she is not part of this group) so she can see reports, tickets, etc from this group ‘Whatever name’. The problem comes when Matilda has her own scenario automations available only for herself, but now because she is an observer of the group, she can also see and use the group’ scenario automations. How can we stop Matilda from having available the group Whatever name scenario automations?I hope I explained myself, if you have any suggestions will be really appreciate it.Thanks in advance.

Sravanr23Apprentice

asked in Automations

Need help to build and express to indexof on description

I am looking to build an expression on the description to get a value in a particular place for the ticket if you look at screenshot below we are looking to get country value form the description and route the ticket based out of it and here is the description

david.sobeyApprentice

asked in Automations

Automate Status Page Incidents

Hi, is it possible to automatically raise a status page incident based on some other event?For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network

HPPApprentice

asked in Automations

DateTime Validation & placeholders

So I am in the process of automating some offboarding and onboarding work and idk if I'm running into a weird bug / edge case or if i am miss using functions and expression builds, but I'm essentially try the isolate the last work date and the request and get the difference in hours , so i can set a timer for that many hours to complete next steps. but tapping into the offboarding placeholder requires initial formatting because it comes in MM-DD-YYYY format but most the date/time functions require YYYY-MM-DD despite both being labeled as iso. I tap into the liquid filters with date and am able get my conditions to test but when i try to extract the difference be ticket date and last work date tapping directly into the datetime placeholder from offboarding and formatting with liquid filters I'm getting wild inaccurate negative numbersdiffInHours({{current_date_and_time}},'2024-11-09T11:45:00Z') = 43 *This Work diffInHours({{current_date_and_time}}, {{ticket.offboarding_request.actor_1.c

ErikAlmSyneritySkilled Expert

asked in Automations

Find solution to single out value from description with indexof until new line (\r\n)

Hi,I’ve build a solution for a customer with help of workflow automations (WFA) in Freshservice. The WFA is parsing text from the description field and it’s purpose it to single out a username after the key word “Bruker: “ I have an working solution that uses substring and index of expression fucntions in conjunction. The customer now wonders if it’s possible to take the user name from the first key word to a line break (\r\n). I’ve tested the below but it doesn’t seem to solve it for me. Can Freshservice distinguish line breaks or do I need to use regexmatch. Anyone have any examples for this?substring('{{ticket.description}}', (indexOf('{{ticket.description}}','Bruker: ', 0)+8), indexOf('{{ticket.description}}','\r\n',0)) The above is supposed to take efterthing from “Bruker: “ to the first line break, but it doesn’t work and throws this error message:/Erik Alm Output - Operator 'substring' : Third operand's value must be > second operand's value.

joakesApprentice

asked in Automations

Looking for direction setting up Workflow\Request for access to AD on-Prem security groups

Our organization has FreshService and has already set up Orchestration Center.AD is on-prem.Trying to set up an automated Request that gives a user (or group of users) access to an AD Security group(s).It seems like there should be an out-of-the-box solution for this.

corey.holdenCommunity Debut

asked in Automations

I'm struggling getting automations with powershell,- not running, no errors?

I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now:When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding serverI’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powershel

phongshaderContributor

asked in Automations

create an expression to compare output

I have an expression that outputs the string from a custom field, E1. I have a reader that reads a custom object with two object groups, role and group, with 4 object records. I would like to compare the output of E1 to see if there is a match to any of the 4 object record role entries. If there is a match I would like to output the group entry of the matching object record something like this: E2(if E1.result == R1.role, output R1.group as E2.result) Is this possible or is there an easier way to accomplish this?

phongshaderContributor

asked in Automations

pulling data from ticket custom field

I want to create a simple automation: ticket raised > condition(‘request access’) > expression( get string from custom field ‘role’ in ‘request access’) > action(email user {{expression.result}}). What is the placeholder for getting the string from the requested custom field ‘role’?

phongshaderContributor

asked in Automations

string creation in Expression Builder

I want to create a string group-<vari1>-<var2>@thing.com. What I’ve got in expression builder is (‘group-{{R1.group}}-{{R2.role}}@thing.com’) but the output is group-’<var1>’-’<var2’@thing.com what I want is group-<vari1>-<var2>@thing.com. How do I change the expression to get the desired output?

BregtContributor

asked in Automations

Change asset type field depending on the hostname using automation

Hi everybody,Does anybody know how I can change the asset type depending on the hostname using automations, or any other way?all our laptop hostnames begin with LT all our desktop hostnames begin with PC all our server hostnames begin with SRV Any help would be greatly appreciated 😁Kind regards,

KJCSkilled Expert

asked in Automations

PowerAutomate - Create Onboarding Ticket

Hi All,Can anyone advise how to create a new onboarding ticket through PowerAutomate?When a new item is create in a SharePoint List, get the users details Make a POST request to create an onboarding ticket containing user details from the SharePoint List. The request must come from the users manager and not the service account that runs the PowerAutomate. How would I generate the request from the users manager?If anyone can advise how best to achieve this, or has done this before and can help, that would be great! I need to have something in place by next week. Many thanks

shannon.mejiaSkilled Expert

asked in Automations

Using API to create Service Request with specific properties

I have an API node setup to create a service request, but I cannot specify the properties (i.e. priority, impact, urgency, group, etc) of the SR with the API. How can I update these details in the WFA? If I just add an action node, it updates the details on the original condition and not on the newly created ticket. I need the newly created ticket to be updated.

LindaPContributor

asked in Automations

Extend beyond IT: Automate employee journeys with HR workflows

HI all, I missed yesterday the webinar “Extend beyond IT: Automate employee journeys with HR workflows” . Any change I can find the recording here ? Rgds Linda

KJCSkilled Expert

asked in Automations

Hi All,I am having trouble creating a POST request to create an Onboarding ticket using PowerAutomate. I follow the API guidance but get a 404 server not found. I am using the end point provided by the documentation: https://MyDomain/api/v2/freshservice.onboarding_requestsWould anyone be able to give guidance on where the issue might lay? Many thanks

a.habgoodApprentice

asked in Automations

Triggering Workflow Automator on existing ticket.

Hi Freshworks Community!We use Freshservice.I need help on finding out if its possible for an agent to trigger a Workflow Automator on an existing Request ticket. We use this primarily for when our users request hardware items and we need to pass this information over to Sharepoint list when the agent has ordered the hardware and prepared it for pickup by the user.I have setup a “Trigger Webhook” function to pass information about the ticket (Requestor, Ticket number etc) to PowerAutomate. We use the data from Freshservice to a Sharepoint list.What I have setup so far is when an agent “adds an item” to an existing ticket it triggers the following Workflow Automator: The above works fine however we are stuck when the ticket has an an approval at any stage (as required by our organisation) and therefore the agent cannot add an additional item because Freshservice does not allow the agent to add an additional item to the ticket when there is an approval. We have tried triggering based on

Kevin_SCommunity Debut

asked in Automations

Workflow Create Azure Guest without Powershell

Hi,i would like to be able to let users create a ticket/request in FS to invite a user to our Azure AD for sharing with said guest user. I don't want to use PowerShell for this. I tried a bit with Webrequests, but unfortunately couldn't get it right, I have read that it should work with Microsoft Graph, but unfortunately I don't quite know how to create a connection to Graph from FS. Perhaps someone has already set this up successfully? Kind regards,Kevin

SoloComputeApprentice

asked in Automations

Conditionally re-open tickets

Currently we do have the setting for Re-Opening tickets that were closed or resolved if the requester replies, thats fine.Is there a way to make it conditional such that, if the ticket closing date is greater than say 15 days, it creates a new ticket instead of re-opening the old?I have seen requests similar to this, it would do a few things but mostly its for people that just reply to an old ticket because they are too lazy to type in the helpdesk emailThanks for hints.

Go42Apprentice

asked in Automations

API: Multiline description in Task

I am trying to create a task with a multiline description thru API (see JSON below)Description should be:Line1Line2Line3What I get in Freshservice GUI thru API isLine1Line2Line3I created a task within Freshservice with multiple lines and exported it.Then I took the description from exported JSON and copied it to the description on my JSON.Still no success. What am I doing wrong?My JSON payload is: { "due_date": "2023-10-10T10:26:13.067Z", "notify_before": 0, "title": "Multiline Test", "description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>Line1<br>Line2<br>Line3</div></div>" }The ‘description’ above is taken from the JSON export.Tried other things like “description”: “Line1<br>Line2<br>Line3” → Line1Line2Line3 “description”:“Line1\nLine2\Line3” → Line1Line2Line3 “description”:[“Line1”,”Line2”,”Line3”] → err

LM.AZGApprentice

asked in Automations

Keep tasks open when ticket is closed

When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this?Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed.We don’t want to leave the ticket open for months, as no actions are needed in the meantime.I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?

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?

bkarasalihovicContributor

asked in Automations

Active Follow Up Ticket Reminder

Ticket with multiple steps/items that are due at different times is raised. Is there a way to set up a reminder in Freshservice when different steps/items in the ticket are due? Alternatively, is there a way to hide the ticket based on the status or tag and have it re-appear as active ticket on a due date?

1
2
3
4
...
13

Page 1 / 13

Badge winners

SpadeCRhas earned the badge Lightning (Mc)Learner
Patrick Ghas earned the badge Wizard of Creative Thinking (10)
paulhwhas earned the badge Lightning (Mc)Learner
bzentnerhas earned the badge Lightning (Mc)Learner
Hajarhas earned the badge Salud, Ideator

Show all badges

Powered by Gainsight

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.

Enter your e-mail address

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK