Automations

Kamakshi VCommunity Manager

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

46826

5 months ago

AutomatedDuckApprentice

asked in Automations

HTML with Custom Objects

When I import a CSV and map the fields, it imports correctly, but one of the fields has HTML tags in it to be used by a workflow. The HTML is stripped out after the import is finished. Is there a different way to format my CSV to preserve the HTML formatting as literal text? Should I URL encode the text and then run a liquid filter in the Expression Builder node?

EdKTop Contributor

Does anyone know of an ability to run PowerShell scripts on Exchange or AAD Online? I’ve got some scripts I want to run for our offboarding process but not sure how that would work to pass credentials. If anyone has gotten this to work and has a code example, it would be most helpful. Thank You

7738

19 hours ago

kenneth.dailyApprentice

asked in Automations

Web Request Node Inserting Double Quotes

I am using a web request node in workflow automator to pass a string from a requester record into a GET endpoint URL to get Location info. When the workflow automation runs, it inserts double quotes around my string value, which returns no results because the Locations don’t have double quotes in their names. I have tried a bunch of different liquid filters to try and remove the double quotes, but nothing seems to work.Here is the Endpoint URL I am trying to use: https://marquette-sandbox.freshservice.com/api/v2/locations?query="name:'{{P1.root.requesters.requesters_object.address | remove: "[" | remove: "]"}}'"But here is the URL it tries to run, taken from the execution log: https://marquette-sandbox.freshservice.com/api/v2/locations?query=%22name:'%22313%20N.%2013th%20Street,%20101%22'%22The %22 is HTML code for double quotes. Based on the Endpoint URL in my web request node, the %22 should not be present before the 313 and after the 101. Does anyone know why these double quotes are

19 hours ago

MichaelS24Skilled Expert

asked in Automations

Why aren’t there business rule options for Problem Records?

As per title.Why have a field manager that has no option for additional dynamic configuration.

152

21 hours ago

shannon.mejiaSkilled Expert

asked in Automations

Get Answers to Service items through API

I have a service item that has questions asked when placed. I want to get the answers of those questions via API to then parse it and add a note on another ticket with the answers. I cannot find out how to get the answers to the questions via API though. The API dictionary guide doesn’t help. Anyone know how to get that info? Thanks!

233

1 day ago

KrishmanoApprentice

asked in Automations

[Bug Report] Alerts API

With the recently introduced Alerts API, I was playing around to get some historic data but noticed that the integration_name is missing. Also seems like in their documentation the integration_name was missed when pulling a single alert in the example response too but in my case grabing a list of alerts also has the field missing. Integration_ID is there but I believe there’s no method of finding the name via the ID ATM.Anyone else facing similar issue?

1 day ago

shannon.mejiaSkilled Expert

asked in Automations

JSON Line Break

I am trying to update the description on a ticket via API call. The description will be multiple lines though. I cannot get the JSON formatted to be multiple lines though.Also, of note, the use case is creating child tickets in Onboarding and I need the description in the newly created child ticket to be like the inherently created child tickets in the Onboarding module.

172

1 day ago

heluSkilled Expert

asked in Automations

Automator: Group is updated - Change ticket status?

Hi,I’ll like to change tickets to open if they are moved from one group to another - But how? It’s straight forward with the Workspace, since I can select that as an event, but I can’t do the same with groups. Anyone have an idea to make an automation for the group change also? /Henrik Lund

2 days ago

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"}

108516

3 days ago

Kevin_SApprentice

asked in Automations

Azure DevOps | Get Servicerequest Content

Hello everyone,I would like to import a certain service request into DevOps via the app in Freshservice “DevOps tools”. Unfortunately, the content of the service request cannot be extracted and is only displayed as an empty field. Does anyone happen to have a solution for this?Many thanks in advance

3 days ago

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?

1725

5 days ago

mythumbsclickSkilled Expert

asked in Automations

Expression builder - if regex

Hi AllI have a service request for capturing details on booking a resource (Room). I have a drop down to capture which Room the requester wants to book.Room1Room2Room3etc. As part of my workflow automation, Once the service request has been submitted, I have an action to send an email to the request summarising the details. What i want to include here are details on where to collect a key from to access the room:Room 1 - Collect key from BobRoom 2 - Collect key from SarahRoom3 - Collect key from johnetcSo I have created an expression node with the following:if (regexMatch('{{ticket.ri_192_cf_room}}', 'room1'), 'bob', 'false')This works, but only for room1. I want to add logic to cover output for each room. Pseudo code example for illustrative purposes:if (regexMatch('{{ticket.ri_192_cf_room}}', 'room1'), 'bob', 'false') || if (regexMatch('{{ticket.ri_192_cf_room}}', 'room2'), 'sarah', 'false') || if (regexMatch('{{ticket.ri_192_cf_room}}', 'room3'), 'john', 'false')How can I achieve th

1523

6 days ago

shannon.mejiaSkilled Expert

asked in Automations

JSON Line Breaks

6 days ago

shannon.mejiaSkilled Expert

asked in Automations

WFA not working with Conditional (API usage)

I have a WFA in our Sandbox where I have parsed details of the ticket to include the onboarding details. Then I am using that Parse to setup a conditional, but the conditional is not working. I have already added a note action in the WFA so I know the WFA is working up to the point of the conditional. Any ideas?This is the question asked during Onboarding: This is the workflow (circled the conditional that is not working): This is the initial web request that starts all this. This is working, but I am using the Parse from this to then call upon the onboarding field in the conditional: This is the conditional:

184

7 days ago

kl-edwinApprentice

asked in Automations

Automation trigger when adding tag

Hi,Is it possible to run an automation when adding a tag to a ticket?I noticed that adding a tag does not run the Ticket is modified-trigger.Thanks

1422

8 days ago

daminskyContributor

asked in Automations

Trigger off of Service Request Fulfillments

Has anyone been successful in triggering automations via the Fulfill Request button? We linked our Service Items for software assets. We’d like to be able to use some orchestration around provisioning and it would be nice to use the Fulfill Request as the trigger...

622

10 days ago

shannon.mejiaSkilled Expert

asked in Automations

Adding Note to ticket through API

I have an API that gets a note from a ticket and then Parses the note to then add to another ticket. All is working except the Parse is an Array and the Note API needs a string. I am not sure how to change the Array to a String, or do this a different way. Any ideas?

240

11 days ago

LeighanneContributor

asked in Automations

Cloning Ticket Through WorkFlow Automation

Hello FS Community!Has anyone had any luck cloning a ticket through workflow automation? I will say, coding is NOT my strength, but it seems like cloning is a possibility in FreshDesk, but when I apply the same/similar parameters in Fresh Service, I’m unsuccessful.I currently use tasks in select ticket automations, but since we track ticket counts, completing tasks is not exactly a fair way to see what users are doing. Alternatively, in our reports, when I look at who is completing tasks, it only will show the agent that closed that ticket, not those that completed the tasks under the tickets.Help/suggestions?-Leighanne

222

12 days ago

KJCSkilled Expert

asked in Automations

Expression Builder Parse JSON

Hi, Can anyone assist with the following issue? We have an automation process that extracts a string of text from a ticket, and then attempts to parse that text as a JSON object. While it works some of the time, I need an expression that will escape any double quotes, single quotes, and backticks.For example (below), the text we receive in a ticket can include a password with double quotes, which causes the parse JSON to fail because the string isn't valid JSON. What I need is an expression that will either escape or remove any double quotes, single quotes, and backticks, allowing the text to be parsed as valid JSON.Any help would be greatly appreciated! { "displayName": "John Doe", "givenName": "John", "surname": "Doe", "companyName": "Example Company Ltd", "employeeHireDate": "2024-01-01", "employeeId": "1234", "streetAddress": "123 Example St", "city": "Example City, Example State", "postalCode": "12345", "country": "XX", "jobTitle": "Software Engin

465

12 days ago

BlueBerryTartApprentice

posted in Automations

Parse emails, filter out signatures, respond to users who send otherwise blank emails.

We have an ongoing problem with many of our staff sending exceedingly unhelpful emails to the helpdesk.Vague, short subject lines and an otherwise empty email body asides from their signatures. FS support already said there was no mechanism built into parse/filter out the signatures… But is there something that can be done maybe with expressions?My intent would be for all new email tickets that we implement a flow that checks the body of the email/ticket and then automates a response back to the requester if their parsed email ticket falls below a certain character threshold.Essentially to be like hey more detail needed!

346

14 days ago

lschiebelApprentice

asked in Automations

Keywords on incoming emails or a way to edit ticket description?

We’ve been using Freshdesk for several years for ticketing.We’re getting a new RMM tool and one of the features is users can submit a ticket from the RMM tray icon. This sends an email to our support address, which in turn creates a ticket in Freshdesk.The RMM tool includes a bunch of client device info in the body of the email, in addition to the users entered description of the issue. This includes stuff like computer name, logged in user, IP address, etc.This is great info to have, but it all is now part of the ticket description, so users can see it if they come into freshdesk, or if an agent replies, it’s included in the reply. It’s not super private info, but it’s a lot of info and there is no need for end users to see it.We’d love to find a way to have this info identified and either moved into a private note or a custom field, and remove that text from the description.I’ve been able to use an automation to have it copy all this info into either a note or custom field (it just c

192

15 days ago

christian.mentorSkilled Expert

asked in Automations

GSuite - Orch Drive Management

For anyone using the GSuite - Orch marketplace app in Freshservice, can you clarify the difference for these two functions? Transfer Ownership Of All Files Transfer Ownership Of All Files Transfer user data Transfer user data It seems like the result would be the same, but they ask for different parameters.Thanks!

16 days ago

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

926

16 days ago

BigCarlDTop Contributor

asked in Automations

Extract e-mail address from ticket description

396

17 days ago

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