Automations

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 ?

Newbie Question here - tried to look for an answer but can’t find one or anything to point me in the right direction. We have a standard Workflow Automation to re-open closed / resolved tickets if the requester replies this includes a basic Thank You detector that picks up on a few options of thanks etc If the reply is a genuine one ie “This didn’t work can you take another look Thank You” that should re-open the ticket the detector picks up the Thank You and doesn’t re-open the ticket. Anyone know of a way to do this? Other option is to only employ impolite people that won’t say thanks 😉

One of the improvement practices mentioned a lot at Service Management World is value stream mapping (or value stream management). Just wondered if people are already using it or if it’s something where a quick share of what it is would be helpful.

Hello! I wanted to figure out if there was a way in my ticket Automator to have a task that when it is marked as completed by the agent, it will then continue to the next step in the workflow. I am unsure how to reference the task’s status, and not just the overall service request’s status. Please let me know if you have any ideas!

Noticed on November release notes that they are depreciating Basic Authentication in the web requests. I’ve tried to move over to API Key but am getting an error. Is anyone else getting this

Hello! If a change is requested for approval, and then rejected, we cannot then request approval again or even close the ticket. I would like to set up the workflow to do this. I have tried doing something like this: But it only lets me set the status back to awaiting approval, it does not allow me to actually overwrite the rejection and send the approval to the same person. How do I overwrite that rejection/cancel the rejection and either set to close or set to awaiting approval (and subsequently sending the approval request again)?

Hi I’m trying to create actions/tasks from an employee onboarding form. The form has several “check boxes” for a user to select requested services/software. The problem I have with the logic in the automator is if a user checks “Field A” to be true, it doesn’t check for “Field B”, unless I create an incredibly complex automation. Is there any way of “looping back” into the next step in the automation, if that makes sense? In the example below, the automation won’t check if the user is agency/contract if “line Manager” is selected to be true: I’m curious to know if other people have seen this and how they have approached the issue Thanks

we’ve had a request to have a status “canceled” that also closes a ticket, but keeps the status as canceled, the status doesn’t change to closed. is that possible? is there another option - perhaps a custom filed would be the answer?

Hello, I’m trying to combine to strings in the expression builder to one string. I’m unable to get this to work with liquid filters. I’m probably missing something. Does anyone have a good idea as how to do this? Essentially i want E3=E1+E2.

Hi all - I am trying to build a simple flow which sends an HTTP Request to another service when a new ticket is created. The code and connectivity are working fine in Postman but the issue I am getting in FreshService is that the POST Body is empty in the Automation Logs which in turn is throwing an error. There is a similar thread here with no resolution: Web Request Node Invalid JSON | Freshworks Community To confirm, when testing in Postman with the EXACT same configuration, the POST is successful. Payload Body in FreshService I assume there’s something funky going on with the payload placeholders - is the description field breaking formatting perhaps? If so, why isn’t this being handled by the placeholder functionality to escape characters? For reference, I have also tried adding quotes around the values with no change to output. { "subject": {{ticket.subject}}, "description": {{ticket.description | sanitize_html}}, "priority": {{ticket.priority}}, "urgency": {{ticket.urgency}}, "i

Hello we are new to freshservice and used to work with zendesk. There was default behaviour in which the status of an incident would change to ‘open’ whenever a requester or CC replies using the portal or mail. We tried to set up a workflow automator doing exactly that, but we can’t seem to get it to work under all conditions. Only when a reply was sent through the portal, the status changes to open. When a reply is sent through e-mail or public note it doesn’t seem to work. We would also like to include the freddy thank you suggestion.

Hello I wanted to add an asset via API to a Service Request Ticket which the user selects in a custom field in our Service Request Item. When reading the requested items via https://XXX.freshservice.com/api/v2/tickets/XXX/requested_items.json I get this: { "requested_items" : [ { "custom_fields" : { "request_type" : "Replace old device and order a new one" , "manger_new_employee" : null , "date_of_entry_new_employee" : null , "comment_new_employee" : null , "select_your_old_computer" : 52000100785 , "what_should_happen_with_the_old_device" : "Buy for private use" , "manager_replace_device" : 52000148148 , "comment_replace_device" : "TEST ORDER! do not delete!" }, "id" : 52000078156 , "created_at" : "2022-11-03T13:58:41Z" , "updated_at" : "2022-11-03T13:58:41Z" , "quantity" : 1 , "stage" : 1 , "loaned" : false , "cost_per_request" : 0.0 , "remarks" : null , "delivery_time" : null , "is_parent" : true , "service_item_id" : 157 } ] } As you can see “Select_your_old_computer” is giving me

I have a scenario where a user may submit a request that has upwards of 10-15 items selected in a multi-dropdown. Is it possible to use the workflow automator, or otherwise, to have a combination of content sent back the requester based on their selections. For example say user selects options 1-2-3 and 6 from my multi-dropdown that has 10 options. Options 1 and 2 require information sent back to the requester and options 1,2,3, and 6 will all populate content in the ticket itself. Is it possible for automator to compile that information and send in a single response? Even if its multiple responses I just need them all to be delivered to the requester. If I add a condition with each option will it cascade through all of them?

Hey guys, I’m trying to build out a power app that will grab any new messages in a teams channel and create a ticket with it. I’m using the Freshservice connector and I’m getting up to the point where it’s asking for the requester id. When I click on the field nothing populates. Am I missing a step in this flow for this field to populate?

Hello everyone I have this expression and I can’t get it to work if(regexMatch('{{ticket.description_text}}','Bifoga') && regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), if(regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Övrig',0)), if(regexMatch('{{ticket.description_text}}','Bifoga'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Behandli

I have to close the Onboarding SR when all child SRs are closed. How to achieve this functionality?

Could you please clarify why the url string is being cut off in the description field? Is it possible to pass the entire URL to the description field without truncating? create ticket api: Service Desk API for Developers | Freshservice

I am reviewing our change ticket approval process and the way that it transitions from one stage to the next stage. Right now, it’s a very manual process and most of the time, the tickets don’t even transition from one stage to the next while the work is being done -- we’re fairly new at implementing the use for Changes in FreshService for our change management process. Are there any ways to use the Workflow Automator to automatically trigger an approval after the ticket is opened? Or maybe there’s another way to achieve this? For reference, this is what our Change Lifecycle looks like:

I’m looking for suggestions on how to handle a lookup. I’m creating a workflow for a user to request opening a new position in the company. Their manager, CEO and CFO must approve the request before sending to HR to process the request. I currently have a Service Catalog item setup that requests Business Justification, Manager, Department, Role, Status (Full/Parttime), Type (Employee/Contractor) I have a custom object table that lists all roles within a department I would like on the form, when a user selects department to just show the roles defined for that department based on this custom object table. Is this possible?

Hello We have modified our default ticket form with some additional mandatory fields.We then have added business rules so that these fields are hidden in certain situations.This works as expected and tickets can be created without those fiels. Now when I want to create or modify a ticket via API those mandatory fields are always required! Even if they are empty in the ticket! How can I create or update a ticket without having to provide random values into those mandatory custom fields?

Hi community, I am hoping someone can at least point me in the right direction if this is possible… We have a SR for onboarding subcontractors. As part of this process we assess insurance details and the expiry date gets captured on the SR form. I am keen to build some form of workflow to automatically raise a new ticket one month (for example) before the insurance expiry date that has been captured on the SR form (which will be closed). Is this even possible in FS? Any help would be appreciated. Thanks Dave​​

Hello FS fam, We have a few automations that create/update user licenses with 3rd party apps. Currently the process works with out approval. We are wanting to make the automation pause when the approval mail is sent out however the conditions to validate the approval response happen immediately. Here is a sample of this automation: SR Created > Validate Request Type, verify SR is for the app this orch is going to preform > Send approval mail > Validate approval was given > Preform orch actions Right now the workflow does not wait, we have the condition set to “When a service approval is Approved” however it will immediately go to the “No” path since the approval was not given. How can we wait for approval to continue?

Hello We have now filled the Service Catalog with a lot of items from different Service Categories. Now I want to be able to assign the Service Items from different Service Categories to different Agent Groups. How can this be done? I don’t want to have an automator condition for each and every single item in the catalog.

Hi Team, Some automatic services are sending alert email to my freshservice solution (sent from myalert@someservice.com to myfreshservice@mycompany.com ) . This is helpful because these alerts are incidents that must be handled. However, I would like NOT TO SEND any outgoing email to the sender (myalert@someservice.com) because it’s an actual mailbox used by someservice.com. Could you help me finding a way to do that? I tried with automator but found no action for this purpose. Thanks for your help !

Hello, Does anyone have an idea on how I can potentially create a service request upon a task being marked as completed? Or, “lock” related child tickets until one is marked as complete? Use case: The main Service request placed is a bundle. In the bundle, the first “related ticket” is “Create One Page” which has a task. When the task is marked as complete, I would only then like the agent to be able to work on the next related ticket in the bundle. Is there a way to either create a new service request that could be then linked to the main request after task is marked as completed, OR is there a way to “lock”/restrict the other related child tickets until the first “Create One Page” related child ticket is completed? I’ll attach more precisely what I am referring to with the service request related child tickets in case it helps.