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Automations

  • 340 Posts
  • 1,201 Replies
340 Posts
EricRoeland
Skilled Expert
EricRoelandSkilled Expert
asked in Automations
Action OPEN on resolved email (Closed also?)

Hello All,when a user responds to a resolved ticket within 48 hours the ticket is re-opend. Logical.But when a ticket is CLOSED after the 48 hours it should not be re-opend. Then it is a new ticket. In that way I can determine repetative incidents.How do I create an a Workflow automation that creates a NEW ticket insetad of re-opening?I tried several options but it does not work as expected.

957
Daniel Söderlund
Skilled Expert
1 year ago
B
Skilled Expert
BartVBSkilled Expert
asked in Automations
Need some assistance with workflow user reply

just wondering if someone could give some feedback on setting up a workflow as i seem to struggle with it sometimes.concept would be → agent send reply to user → agent puts or can we automate that the ticket changes to status waiting user reply (if possible even adds agent as watcher) → when user reply’s it changes status back to assigned.I know this is standard, but im having some issues on how to set it up, i keep trying, but its not working.Do i need to use custom objects for this?Any help will be appreciated

861
Preethi S
Community Debut
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Automations
Automate the "Fulfill Request" button

Hello, is there a way to automate or prevent agents from resolving tickets until they click the "Fulfill Request" button on the service item?

2853
Daniel Söderlund
Skilled Expert
1 year ago
A
Contributor
adbellContributor
asked in Automations
Freshservice API V2 issue with Get Requester ID

Hi I am in the process of upgrading my integration (using Make.com) with V2 of the Freshservice API.V1 /api/requesters/[id]  worked without issue. However, I’ve notived that /api/v2/requesters/[id] is not returning all users when requested. Specifically, it seems to be problem when users who are also Agents, raise a ticket. I believe the Requester ID and Agent ID will be the same. However, when I search on a Requester that is also an agent in V2, I get an error “You are not authorised”. It works fine with Requesters that are not agents.Cheersadbell

9907
Daniel Söderlund
Skilled Expert
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations
WFA event trigger based on "Merge"?

Hi,I’m trying to find a way to automatically mark tickets that have been closed by a merge action so that I can use this in analytics etc. to filter on. I guess adding a Tag or having a custom field for this would work but how should I best achieve this by automation?Anyone have a well working solution for that to share?

392
M
Skilled Expert
1 year ago
amaevers10
Apprentice
amaevers10Apprentice
asked in Automations
Starting out with AD, question on correctly using flows.

We just added the AD module and are trying to get it working on some smaller workflows to get out feet under us before we move to some bigger ones.Using the template shown for seeing if a user is locked out, i can’t seem to get the workflow to function correctly. The flow is Ticket is raised → Ticket is assigned to a specific category → Check AD account for lockout. We create the test ticket and don't see any notes or activation of the app in the activities bar.We are using {{ticket.requester.firstname}}.{{ticket.requester.lastname}} for the payload as it does seem to pull up a success in testing.What am I missing here? I appreciate any insight or help!  

120
amaevers10
Apprentice
1 year ago
B
Skilled Expert
bhotaSkilled Expert
asked in Automations
How to check if the ticket has been responded to in the Freshservice workflow automator

I have a requirement to sent multiple emails before and after SLA breach and these emails have different duration for each Priority. This was not possible using the SLA escalation emails as they are common for all priorities. So I went with workflow automator. However I am unable to figured out if a response has been sent for a ticket. Could someone please guide me how can I get this in the condition step of workflow automator

5485
H
Community Debut
1 year ago
AndreLabuschagne
Apprentice
AndreLabuschagneApprentice
asked in Automations
Workflow automator does not run all steps

I have a very simply workflow which runs a Powershell command to retrieve information from a database and then creates a new service request based on the information in the database response. When I test the step, it works perfectly. The workflow is triggered when a request with a specific subject heading is created and it triggers correctly. When I look in the workflow log I can see that the Powershell command completed successfully and when I run the Powershell command manually, I get the expected response (a json string). The next step in the workflow is to parse the response, but this step is not logged.To muddy the waters further, the next two steps seems to run, but isn’t logged and the step after that does not seem to execute, once again works properly when I test manually.The execution log filter that I have applied only has the service request number, no other filters.

7368
H
Community Debut
1 year ago
A
Apprentice
AndreaLopezCoronaApprentice
asked in Automations
How can I consult through API the subtasks from a specific tasks in Freshservice

Hi guysI hope you are doing well. I kindly request your help to know how can I consult the subtasks from specific tasks in Freshservice using the respective API. I tried using the respective documentation but when I use the URL for a consult, the response is all the tasks including the subtasks from all the projects.Can you help me please?Regards

290
A
Apprentice
1 year ago
J
Apprentice
jrossApprentice
asked in Automations
ADmanager Web Request Node

My company is trying to setup a API request from FreshService to ADManager using Workflow Automations but have been unable to get working.Have been able to successfully test the API request using Postman but when putting in the endpoint and keys into FreshService it returns "Mandatory parameters are missing."Here is the successful call using Postman:Then here is the Web Request in FreshService (PRODUCT_NAME is different as this identifies application for reporting and can be anything) :Return status is 200 so server is receiving the request but does not like the provided data. Due to not being able to see what the api call actually looks like before have been unable to troubleshoot what could be wrong.Any help on if we have setup the structure wrong or what it could be would be much appreciated. 

691
S
Community Debut
1 year ago
AbeSummers
Apprentice
AbeSummersApprentice
asked in Automations
Update Asset State field using API in PowerShell

Been banging my head against this for the last couple hours and can’t seem to figure it out. Current state of the asset is “Reserved” and I want to change it to Retired. I’ve experimented and I have the below which changes the name of the Asset and that works with no issues:$APIKey = 'myapi'$EncodedCredentials = [Convert]::ToBase64String([Text.Encoding]::ASCII.GetBytes(('{0}:{1}' -f $APIKey, $null)))$HTTPHeaders = @{}$HTTPHeaders.Add('Authorization', ('Basic {0}' -f $EncodedCredentials))$URL = 'https://mydomain.freshservice.com/api/v2/assets/1347'$AssetAttributes = @{}$AssetAttributes.Add('name' , 'NewAssetNameHere')$JSON = $AssetAttributes | ConvertTo-Json$Params = @{Method = 'Put'Uri = $URLHeaders = $HTTPHeadersContentType = 'application/json'Body = $JSON}Invoke-RestMethod @Params However, I’ve tried the below to change the Asset State and that times out with a “Invoke-RestMethod : The remote server returned an error: (400) Bad Request” even though I’ve only changed

1130
AbeSummers
Apprentice
1 year ago
J
Apprentice
jkampmanApprentice
asked in Automations
JSON Parser - Invaid JSON Payload

When using a JSON Parser to parse the output from a Web Request, the following JSON is producing the error “Enter a valid JSON payload”. This happens when I try to click the “Generate Output” option.[{"slot_id":"1791","kiosk_id":"Denver","cabinet_id":"1"},{"slot_id":"1790","kiosk_id":"Denver","cabinet_id":"1"}]When manually entering in JSON Path expression like “$.[0].slot_id”, which should result in “1791”, the result is instead empty.

76410
B
Community Debut
1 year ago
cardboard
Apprentice
cardboardApprentice
asked in Automations
api_key template replacement fails

HiThe template replacement code does not work for our custom app.let options = { headers: { Authorization: "Basic <%= encode(iparam.api_key) %>", 'Content-Type': 'application/json' } };Response:•    "Error while substituting the templates"•    status: 400•    errorSource: "APP" We would appreciate your insights on what we’re missing.The `options` are used when using `client.request.get`.

1463
weishen412
Community Debut
1 year ago
T
Contributor
timm.greenContributor
asked in Automations
Zoom Orchestration

The existing Zoom Orchestration integration is based JWT (which I have yet to get working).  Zoom is deprecating JWT integration in June 2023.  Is there any plan to update the integration to use a method that will be supported (and works)? The new method would be Server-to-Server OAuth.Create a Server-to-Server OAuth app (zoom.us)

320
T
Contributor
1 year ago
A
Skilled Expert
AndyDibiasiSkilled Expert
asked in Automations
Critical Bug: Workflows stall if ticket fields change while awaiting approval

Hi, we face a regression bug since December 2022 (reported via our consultant back then) and since it wasn’t fixed yet I wanted to see how others deal with it and if someone might have foudn a good workaround.The issue:If a Service Request requiring approval isn’t approved instantly by the manager, but a field in the ticket changes meanwhile (manually, or by another workflow), the workflow doesn’t continue any longer after the approval Hence: SRs never reach the status approved In our case we filter away unapproved SRs from our agents to not distract them and close them after several days of pending approval with a supervisor rule. That closed several approved SRsOur workaround for now:If tickets don’t reach the approved state in days, we put them in a “check manually approval” state for our agents Drawbacks: It’s more manual work for our agents, productivity drops. Plus approved Service Requests might hang around for a couple of days till the work on them proceeds, which weakens our a

1302
A
Skilled Expert
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations
Expression builder, String output with double quotes?

HiI have issues with expression builder that I hope someone can help me with. I have a string that I would like transform slightly by replacing a specific part of it by using the “Replace” function. This works good but I have issues with the output.The input string includes double quote characters and the output string should have these intact but for some reason the output string transforms the double quotes to single quotes. Is there a way to work around this issue?My input string looks similar to this:\“role_id\”:52000143029,\”assignment_scope\”:\”member_groups\”And after replacing “member_groups” with “entire_helpdesk” the result becomes like this:‘role_id’:52000143029,’assignment_scope’:’entire_helpdesk’ See example screenshot from a simple expression node with this issue. 

71213
M
Skilled Expert
1 year ago
eeha0120
Skilled Expert
eeha0120Skilled Expert
asked in Automations
Adding notes from Supervisor Rules

Hi team.At the begging I thought it could be a possible issue missing in my instance, but it seems it is a currently missing feature:From Supervisor rules, Add note is not available among the actions.I checked a previous question here dated 3 years long, but I couldn’t find a feature request myself, so, I’ve just created it:Does anyone have the same need ?Please vote on the request if so in order this enhancement could be added to FreshService.I can’t think of a technical reason why this feature is missing and is available only in Workflow automator. Thank you very much to all in advanced. Sincerely,Elvis.

1180
eeha0120
Skilled Expert
1 year ago
J
Contributor
JVDSContributor
asked in Automations
Freshservice automation based on Portal/Helpdesk

Hi, We have 4 support portals connected to our Freshservice. I want to create automations based on which portal is used to make a ticket.I found that you can create an expression for this, but this does not seem to work.So let's say my portal name is ‘Abc Servicedesk’The boolean expression I use is: {{helpdesk_name}}=='Abc Servicedesk' Sadly this does not result in a working automation, neither Yes or No work in this condition.

1206
Daniel Söderlund
Skilled Expert
1 year ago
W
Apprentice
WillHarwellApprentice
asked in Automations
Scheduled workflows with approval

I’m trying to create a scheduled workflow that would allow me to request an approval from a manager before continuing through the workflow. For whatever reason the “Send Approval mail to” action item does not appear in scheduled workflows. Does anyone have any suggestions or workarounds that I can use?  

1094
Casey B
Community Debut
1 year ago
T
Top Contributor
thusep8652Top Contributor
asked in Automations
How can I capture a keyword in the body of a reply to a ticket?

I’m trying to scan a response to a ticket for the keyword “proceed”. Is there something wrong with the expression I’m using? It works when I use a test case.  What I have built is: When a change is detected Web Request: Fetch ticket conversations from https://***.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/conversations JSON Parser: parse response body to get “body” field Expression Builder:  regexMatch('{{P3.root.conversations.conversations_object.incoming}}', 'true') && regexMatch('{{P3.root.conversations.conversations_object.body_text}}', '(?i)proceed') However when this runs, it fails to detect the word “proceed”Logs show the keyword in the response body:  

3384
B
Skilled Expert
1 year ago
R
Skilled Expert
RichardRSkilled Expert
asked in Automations
Workflow action after Alert is set to resolved

I need some brains to help me figuring out a workaround for a limitation in Freshservice (or lack of feature 😀)  We’ve integrated a webhook with FS. This works all fine. When an alert is raised in the external app a call is made to FS and an alert is created. Followed by an incident ticket. Then we have a workflow configured that gets triggered once an incident is created. It extracts data from the information that is passed on by the webhook and uses that to send an email to the customer. So far so good.Now we getting to the point where I need help with. At the moment the alert gets cleared by the external app (system is back online). The app informs FS through the webhook. The Alert status in FS is set to resolved and “SYSTEM” sets the incident ticket status to resolved. When this happens I want to add a note to the ticket and send a custom mail to the customer that the alert is cleared. I created a workflow for this with a event “when status is changed to resolved” but it is not wo

1768
vidhisharma
Community Debut
1 year ago
Chris S.
Skilled Expert
Chris S.Skilled Expert
asked in Automations
Atrtibute to define role from Azure AD?

Does anyone if there is any (Custom) Attribute in AzureAD that can be set to define a specific role for a provisioned user? Or, if not possible, any other possibility to add automatically a role to a user based on the function of the user.

261
eeha0120
Skilled Expert
1 year ago
fs_user_1234
Apprentice
fs_user_1234Apprentice
asked in Automations
Custom checkbox field value breaks workflow web request

TL;DR I have a service catalog item with a checkbox custom field. when i use that custom field as a placeholder in a workflow web request body, the web request body is empty -- why? Hi, I have an automator workflow that's triggered in response to incoming tickets for a particular type of service request.The corresponding service catalog item has a checkbox field on it, called, say, "Is Checked".I want a web request node in the automator workflow to post the value of the checkbox back to my application in a webhook. So, using a placeholder for my service catalog item's custom field, I have a web request body that's configured like this:{  "other_field": "example",  "is_checked": {{ticket.ri_123_cf_is_checked}}}This workflow works correctly when the checkbox state is true, but when the checkbox value is false it doesn't work -- the body of the web request is empty. See attached image -- the workflow execution logs shows an error and an empty request body.I can repeatedly reproduce this e

2932
Daniel Söderlund
Skilled Expert
1 year ago
Dani
Apprentice
DaniApprentice
asked in Automations
Removing attachments from tickets - Automation

HI everyone,I am looking to set up an automated deletion of any attachments on tickets after 30days.  I require the ticket to remain but just the attachment to be deleted.Would anyone know if this is possible and how I would go about setting this up.ThanksDani

4655
G
Skilled Expert
1 year ago
friam35
Apprentice
friam35Apprentice
asked in Automations
Activate requester accounts automatically

We have the Slackbot approval workflow, but the flow gets stuck at “Loading” if the approver has not activated their FreshService account. Is there a way to automatically activate FreshService user/requester accounts from the admin side without having to tell all my users to sign in once manually? This is a horrible user experience.

3261
A
Community Debut
1 year ago

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