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

48726

6 months 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)?

594

2 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?)

67616

4 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?

272

6 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?

2796

13 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

1368

13 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!

312

18 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

20 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?

32710

20 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

24 days 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?

914

25 days 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

14110

28 days 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

7928

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

160

1 month 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.

402

1 month 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?

110

1 month 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.

322

1 month 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

1 month 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"}

111816

1 month 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

121

1 month 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?

2015

1 month 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

1793

1 month ago

shannon.mejiaSkilled Expert

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