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12 days ago

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Automations

Automations

Automations

340 Posts
1,201 Replies

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340 Posts

CiciApprentice

asked in Automations

text version of last public note for web request workflow activity

Similar to #11247 but with the last public note field instead of the description field.I’m trying to send the last public note to a web service using the Web Request automation action.This template{ "status": "{{ticket.status}}", "note": "{{ ticket.latest_public_comment | sanitize_html }}"}allows me to get the HTML version of the last public comment, but I’d really prefer to get the text version.Note the workflow execution log shows the request body w/out the html:{ "status": "Open", "note": "John Smith : new note"}But it comes through as:{ "status": "Open", "note": "John Smith : <div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>new note</div></div>"} GETting the conversations for a ticket, i can see there is such a field in the conversation body. "body": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif

Mo.WaelSkilled Expert

asked in Automations

freshserive send auto-replies to tickets that comes in after business hours

I tried to create automate role on “freshservice”, I want this role to be activated in off days (Friday-Sunday), once anyone raise a ticket it auto reply to it all.

NC39Contributor

asked in Automations

Adding Manager attribute using Azure Orch - Create User

I’ve got a workflow going to automate creating new user accounts when receiving onboarding tickets. The “Create User” acion is missing inputs for some attributes, but I was able to get city, state and country added in custom attributes.{ "city": "{{R1.city}}", "state": "{{R1.state}}", "country": "{{R1.country}}"}My final hurdle to completing the automation is passing the reporting manager selected in the onboarding form to Azure as the user’s manager. Simply using the “manager” attribute does not seem to work.Is this possible?

Malcz86Apprentice

asked in Automations

Azure Orchestration - Updating Line Manager

Hello,There doesn’t seem to be an option to update line manager in Azure AD via an orchestration, we were hoping that we could add line manager to new starter forms so they are automatically added to a new user account when its setup.We use SSO with Azure AD for our Fresh Service, so this also means Fresh Service requesters should have their line managers listed.However doesn’t seem to be an option, am I missing something, or is this in development?

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

JTAVOLAROSkilled Expert

asked in Automations

bug report: multiple Approvals to same person do not display

I may have encountered a bug: I have several procedures which require approval.There are occasions when two different systems will have the same approver, so I need two distinct approvals from this person. But when I put in the second approval, it either overwrites the first or just doesn’t post. Has anyone else had this issue?

DanthebuggApprentice

asked in Automations

Workflow help - ticket assigned to agent adds them as watcher

Good Afternoon All & Happy Friday,Just looking for Workflow assistance that may have a quick answer.I want to create a workflow that when a ticket (incident or service request) gets assigned to an agent, that agent automatically gets added as a watcher to that ticket.The reason we need this, is if after an agent troubleshoots an issue, if they need to escalate the ticket we want that first assigned agent to be updated on any notes/replies or status changes as a watcher would. This would be great so our 1st line team can be kept updated on a tickets “journey” - equally the 2nd line agent added as watched and so on and so on.Much appreciated if anyone who solves this could include a screenshot of the working workflow - any questions ill respond asap. Many Thanks,Danthebugg

jon.mouTop Contributor

asked in Automations

Expression Builder: Working with time

Hello! We are hitting some issues with some expression builder date functions. I have a form that a manager submits for others and they enter in a date and time of execution as well as a custom dropdown that contains a list of timezones. I have a custom object that maps the timezones to a time offset. We want to build an expression that will spit out the UTC time of execution for the user that they submitted it for in the timezone that was selected int he dropdown. This is what we have:addHours('{{ticket_date_iso}}', {{offset}})This didn’t work because the “ticket_date_iso” accounts for the users timezone so my UTC offset math doesn’t work. I was wondering if there was a way to get the timezone of the user, subtract the offset there, and then add the offset of the user its being submitted for but I can’t find a way to get the timezone of the user who submitted it. Anyone else have a similar use case that they found a solution for?

maghedSkilled Expert

asked in Automations

Expression to check agent group membership

Hi,I have a need to set up a condition in a work flow that checks if the requester of a ticket is member of specific Agent group. I haven’t found any standard way of doing this so I have tried with api calls and expression builder but without success.I’m using a web request to get the group details and a json parser node to structure the output. But how can I use the Expression builder to check if the ticket requester is member of the group or not? Anyone managed to do such a check?The web request returns an array or numbers for the group members which I assume is part of the problem.

kostaskourtidesTop Contributor

asked in Automations

If Boolean is False then Error

Hello, we are on Growth version. In Service Item, made a workflow where the condition compares the values of two fields and returns a Boolean. What do we have to do in order to get an error message if Boolean is False?

TlekApprentice

asked in Automations

Trying to connect via API without success

Hello team.Are there any restrictions when using the API key in a free account?I am trying to connect via the API key and my account name, but the connection is not established.I’m using the API Key from the Profile Settings

alejoAApprentice

asked in Automations

Is there a way to get the activity log (or at least its close_at value) from a project task using the API?

For a company report in power bi it´s needed the closed_at date of project tasks for certain analyses, all other data we get through the API but we could not so far find a way to get this data through the API operations found at https://api.freshservice.com/.is there a nice consistent way to get this data? and would it be possible to get other activity log data that could be useful in the future?

rwelsfordContributor

asked in Automations

Expression Builder Syntax

I have a subject line that comes in as zero|one|two|three|date. I am trying to create an expression that will take the date and convert it to an ISO date to be used later. so far i have the following{% assign subject = {{ticket.subject}}%}{% assign date= subject | split: "|" %}{{date[4]}}This will seem to work in an app but not the expression builder to get the date. First problemIf I can get the correct date extracted I planned on doing the following:lets say the date I extract is 07292022, i could use date(2022,07,29) to convert the date, this works the expression builder and will return a good date but when I usedate(substring('07292022',4,8),substring('07292022',0,2),substring('07292022',2,4)) it does not work. Second problemI then planned on using the split function from the first problem to insert into the substrings where the date is but I just cant figure out the syntax of liquid and the expression builder.

Josh O'BrienContributor

asked in Automations

Expression to join two fields seperated by a .

This might be super simple, but cant seem to find a way to make it work, I have this expression: "{{ticket.ri_5_cf_employee_first_name}}.{{ticket.ri_5_cf_employee_last_name}}" when testing, this produces the desired output:Result: tim.dodd testing the expression does not produce a syntax error, but when trying to save the node, we get the below error of: Invalid Syntax - Invalid operator found. If anyone has any pointers of how to get this to work, it would be greatly appreciated.

JTAVOLAROSkilled Expert

asked in Automations

liquid filter to extract information from an email body into fields

I’ve been trying, like really stressing, to find a way to take an email sent into my FreshService, pull out details from a consistently formatted body, and populate fields in a ticket with the data. The email body consists of the following: Name : JASON TESTSamAccountName : JTESTDistinguishedName : CN=JASON TEST,OU=USERS,OU=TEST,DC=contoso,DC=comSID : S-1-5-21-953425057-2096312333-931750244-25872Description : CORPORATE - GENERICEmployeeID : 79998employeeType : SalariedEnabled : TrueaccountExpires : 1/11/2023 12:00:00 AM I am trying toextract the text after Name: as a string extract the number after EmployeeID: as a numeral extract the data after accountExpires: as a dateand put each of those extractions into a corresponding service request field. I was given this expression, which when it sees a hashtag (#req) in the email body finds the email address of the original sender from a forwarded email.substring( '{{ticket.description}}', indexOf( '{{ticket.description}}','#req',0)+5, index

Daniel SöderlundSkilled Expert

asked in Automations

WFA fail to read Custom object

Hello, I have creates a integration with a external system for a customer. Use custom to hold the endpoint data and common used values in the API payload.Worked fine for some time, but the customer keeps getting failure where the placeholder from the custom object is empty. Anyone seen this as well?//Daniel

TomPedersenApprentice

asked in Automations

Combining expressions inside each other

I am trying to make the expression build the email for new employees. Its real simple, first inital, last name. I cannot seem to combine a concat and a charat in the same expression so it can scrape the first inital of the first name, get the last name from the ticket, and then combine it all together. I was thinkingconcat('charAt('{{ticket.onboarding_request.actor_1.cf_employee_name}}', 0)', '{{ticket.onboarding_request.actor_1.cf_employee_last_name}}')Result: charAt('Value 1', 0)Value 2But this does not work. I have tried to play with the parenthesis and quotes, so if one is off here that isnt the problem

DaniApprentice

asked in Automations

Business Rules - Automatically setting a drop down option depending on group

HI All, Is there a way to have a drop down item automatically selected depending on a requesters group in a service request?I can see there is set options available but that just allows certain items in the drop down to be available not to actually select it.I would like to have the option for a group to have one item in a drop down automatically selected and then the fields for this drop down to appear without the requester having to select or see the drop down.Is there another way to do this apart from business rules? ThanksDani

Trevor CooperTop Contributor

asked in Automations

CSAT response workflows

We have a simple CSAT survey setup, which we can run a periodic report on. However we would like any negative responses to be automatically identified. I can create a workflow when Customer Satisfaction Rating is negative to send an email, but how can I then:Include the CSAT response information in the email Send the emails to the agents manager rather than having to send to all managers (or 1 manager and they distribute onwards)

raymondcanilaoSkilled Expert

asked in Automations

Cancel Approval - once ticket is cancelled

Hello, is there a way to automate via workflow the process of canceling the approvals of SR once ticket is set as cancelled? or closed?

todd5903Skilled Expert

asked in Automations

Ticket approvals for transferring employees

We are running into issues processing approvals for employees that are changing departments. When an employee changes departments the new supervisor generally submits tickets for their new access before the employee has left their old department so the approval is routed to the outgoing supervisor rather than the new supervisor. We are wondering if others have run into this issue and if so, how you resolved it.

kong-jhartmannSkilled Expert

asked in Automations

Slack Orchestration - Post message to DM channel id?

I recently enabled the Slack Orchestration and have been testing message posting in Slack to DM, Public and Private channels. I am getting a 404 channel_not_found with any attempt. I thought my connector may not be fully connected but I can run a Lookup User by Email query and return information back from my Slack tenant. Anyone run into this?

Daniella_MosesApprentice

asked in Automations

Service Transition in Freshservice

How do you manage Service Transition in Freshservice?We want to introduce Service Transition, and ideally have a checklist of items projects need to complete prior to transition to service, then i would like to attached this transition to the Change (implementing) the application. I wondered if anyone is doing anything similar?

allan.williamsApprentice

asked in Automations

Software association Workflow Automator

Hi,Is there a way to associate/disassociate software assigned to a user through the workflow automator? Looking to implement this during on and offboarding. Any help is much appreciated!

hsavardContributor

asked in Automations

Scheduler creates multiple instances of the same task

Hello,Since the last update we’ve been having issues with the scheduler. It’s creating multiple instances of the same task when it’s only programmed to do once. Has anyone been faced with this yet ?

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