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

49426

6 months 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

1653

4 hours ago

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.

1196

1 day ago

LanttuApprentice

asked in Automations

Event based workflow based on Approval change from any/required to Approved

Hi,Hopefully there is a simple solution for this, which I just cannot see anymore. I have been building a pair of workflows to process our Service Requests automatically, but it seems that events with Approval change trigger doesn’t get triggered at all. I have tried different methods and checked that there is only one workflow which is watching this Approval change as trigger. I’ve also created a test workflow with only two steps (below) but this didn’t help either.I have tried to remove every other change and action after the Approval Request has been made as I found some information about the bug in this trigger, but that didn’t solve my issue.This should trigger if the Approval Status is changed from Requested to Approved: But I can see from the Request Activities that even this simple thing doesn’t trigger as that Note should have been added into the request ticket. (I manually closed the request as it was a test) This is how approval change is requested on the Approval workflow:

367

1 day ago

Prasad.NContributor

asked in Automations

Hierarchical Approval for Ticket Approvals or escalation

Need to create work flow based on the Hierarchical Approval or escalationsLikeWhen Requestor create a Service Request and approval goes to 1st level if not approved send email or assign approval to 2nd level and if not 3rd level with respective timeframe.1st Level - Reporting Manager2st Level - Reporting Manager’s Manager3rd Level - Department Head (probably Manager’s Manger again)Kindly do let me know how can i achieve this using the available user data (Synced with AD)Same way for TIcket if not responded or not resolved in x days alert will go to 1st, 2nd and 3rd level

4266

2 days ago

shannon.mejiaSkilled Expert

asked in Automations

Updating Parent Ticket based on Child Ticket Status

I need to update a parent ticket status once the child ticket is set to resolved. I cannot figure out how to do that in the workflow. Any ideas?

34211

3 days ago

erikstrContributor

asked in Automations

Running multiple workflows at once

First of all, I did take a look at the following thread but I think what I want to do, or better try to achieve, is something different.I’ve got an approval matrix for purchase orders which is triggered by the event “Service request is raised” and only runs on these tickets. This workflow works perfectly fine.Now I got the requirement that we need a “priority matrix” for these service requests. Easy said, easy done. Well, no. For the second workflow I used the exact trigger following by the exact same condition (Service request is raised and Ticket Fields.Included Items includes any Purchase Order) but it won’t run.I even created a scheduled workflow with the exact conditions and it, indeed, does run daily at 1am.Does anyone have a clue why the second workflow doesn’t start when raising a corresponding service request? P.S.: I can’t consolidate the two workflows into one because, sadly, non-linear workflow aren’t a thing (yet?)

70420

4 days ago

VanderdeckenContributor

asked in Automations

Alarm workflow automation page only showing a spinning wheel

I know alarm workflows are working because my customer has it working just fine.But when I try to do an Alarm workflow on my instance all I get is a spinning wheel and I am unable to create alarm workflows.-Race V.

4 days ago

GraemeWApprentice

asked in Automations

Freshservice Automation Flow to filter a specific word in Resolution Notes

Agents have a habit of using one word Resolution Notes - such as “Resolved” or “Done”I want to be able to create a flow that will tag these (or eventually send back to the agent to correct).However the “Resolution Notes” option does not allow this - it can search for “contains xyz” but doesn’t seem to have the option to search for “only xyz”.Any ideas please.

3745

4 days ago

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

905

4 days ago

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?

7166

5 days ago

kenrisdonTop Contributor

asked in Automations

Workflow automation with condition "loop"

Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down. In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account. I then want to be able to check if other options were selected from the forms drop down. Which will then create separate tasks to create specific accounts. Is there a way to “loop” down to the next Condition after the first Condition has a positive result? Is there another/better way to do this? Thanks.

14919

6 days ago

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)?

614

10 days ago

shannon.mejiaSkilled Expert

asked in Automations

Adding Service item to Existing SR via API

I need to add a service item to an existing ticket via API, but the instructions are a bit confusing and I am getting a generic error message. This is the API instructions: When it said [id], it usually is referring to the ticket ID, but I would assume the second [id] in this is the service item ID. That is what I used, but it isn’t working. I get error 404 not Found. Any ideas?

312

14 days ago

GarudaCommunity Debut

asked in Automations

Multiple Workflow Automations

I know this has been asked in various different ways but I haven’t found a concrete answer.I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop. The number of apps will vary.Right now a child ticket is created and attached to that child ticket are the various apps to install, listed as Service Request Items. The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software.But I cannot get the automation right. If I do one Workflow with multiple conditions for the software, once it hits the first ‘yes’, it runs and that's it. It doesn’t go through the rest of the conditions.If I create multiple workflows, only one fires.Is there a way to have multiple workflows fire for one ticket? Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

2976

21 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

1468

21 days ago

AlexshafiApprentice

asked in Automations

Issues with Freshdesk Automation Rules Not Triggering?

Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated!Thanks in advance!

362

26 days ago

MichaelBoardmanContributor

asked in Automations

Automator based on Usage Type

I have been tasked with clearing the “Loaner” status on laptops in our org at the end of every day. I was all set to make a daily automator that simply looked for laptops with the “Usage Type” set as loaner, then change it to Permanent at the end of the day. It looks like “Usage Type” isnt a placeholder that can be used in the automator...is this true, or am I just missing something?

403

28 days ago

rljoshApprentice

asked in Automations

Auto-reply stopped working

We have an auto-reply email that is sent on the creation of each new ticket. It looks like it stopped sending replies a few weeks ago, and we haven’t made any changes at all. I have looked at the rule, it is enabled, and seems like it should be working.The only thing I can think of that changed is we removed one account from our organization.Any ideas of how to get it working again?

101

1 month ago

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

rfrutigerApprentice

I have been working on a workflow adding and removing blocks, but now it is kind of a mess with extra long connections to between blocks, or blocks where I removed a decision and kept the no decision. I don’t seem to be able to resize any of the connections or move the blocks around on the board. Am I missing something, or is the only way to reorganize this workflow to start over and not make any mistakes along the way?

954

1 month ago

Kamakshi VCommunity Manager

published in Automations

Product Review Webinar with IT Expert, Rishikesh LakshminarayananASK THE EXPERT - IT/ESM

Hey Freshworks Community Fam! I’m really pleased to announce our next Product Review Webinar with our IT Subject Matter Expert (SME) @Rishikesh_L on Wednesday, October 25 at 9:00 p.m. IST | 5:30 p.m. CET | 8:30 a.m. PDT. This Product review session will cover the transformative power of Freshservice Orchestration - unveiling the symphony of automation! But first, I’d love to introduce Rishikesh and share a little more about him below: Rishikesh LakshminarayananProduct Specialist Freshworks Rishi is a Product Specialist at Freshworks where he specializes in Freshservice. He has two years of experience supporting small and enterprise organizations in implementing solutions across ITSM, ITAM, and ITOM, with an inclination towards automation using Freshservice. Outside of work, Rishi is an avid reader, a passionate filmmaker, and a skateboarder. Please drop in some of your questions ahead of the session so Rishi can take a look and we look forward to seeing you live at the session! In ca

14710

1 month 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

7948

1 month 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

190

1 month ago

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