Automations

At my org we created a Workflow a couple months ago that sends data through the web request node to a custom api that our eng team manages. We’ve received reports that the workflow stopped working and when we started troubleshooting we noticed that the issue is around the “” in freshservice. We took a new approach and made the requested permissions and permissions grouped as one array with an expression builder. We’re wondering if there’s a way to update the single quotes to double quotes with a liquid filter. When we tested using {{expression_with_result | “’’”,““”” }} it doesn’t update the quotes. P.s (We used to have “” around the values in a custom object but that stopped working I’m not sure if this is related to an update recently) Expression adding values to a single array, when added with double quotes it converts them to single quotes. When multiple double quotes or single quotes are added it still fails to read the permissions correctly. Example of a call going through when e

With the help of business rules I’m trying to hide the two elements (Item 1 and Item 2) in the sub-category: It still shows the empty element without items.Would it be possible to get rid of the whole element and only display the sub-category?

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.

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

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

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. Cheers adbell

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?

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!

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

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.

Hi guys I 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

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.

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 one line: $A

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.

Hi The 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`.

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)

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 SRs Our 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 o

Hi I 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.

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.

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.

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?

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:

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

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.

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 th