Automations

Hi We are using workflow automators for various tasks such as Employee Onboardings. 1 action within the onboarding workflow we use is to email staff from other departments notifying them of the new starter. For example, an email to the finance dept: “Hi finance team - here are details of a new user - please add them to the payroll system” What we have noticed is that if person being notified replies to the email, it creates a new ticket which is undesirable. Usually the response is along the lines of: “Thank for letting me know - i have added the new guy to payroll” Is there a clever way to handle this? The recipients of these emails sent from the workflow are not cc’d into the ticket or have any ticket visibility. they just get an email notifying them of the new user details. I would be fine with either a new ticket not be creating from these emails (i dont want to block email → creations completely) or somehow merge or add the email to the associated onboarding ticket.

I’ve created a custom sender account - let’s say: companyname@cydef.ca I made a new automator workflow that checks the Requester and then sends them an email using the email address above (as opposed to our usual support@cydef.ca). Ticket is created and initial outbound email has gone using custom email address. So far so good. What I’d like to do is set the default sender to companyname@cydef.ca on the Agent Reply Template to use this new sending email account and not our primary email account. Anyone, anyone? Beuller? Bueller? lol! @rashmi.nag @manns @zachary.king Thanks to anyone with suggestions! Bryn

We use problems to track larger issues, however, sometimes a problem is closed and the issue re-occurs. We would prefer that the agents just be able to associate the new incident to the problem and have the problem automatically change to the “open” status. I don’t see any automations that would help with this, but was wondering if any of you have solved this problem in your environments. Thanks, Greg

Am i the one whos having problem with accessing the custom objects? im getting this error now. I cant edit workflows with custom object field.

I have a workflow where the event is when a Ticket is Created or Updated. It is triggered if I go into the portal and change the status. It is not triggered if something within the workflow changes the status (understandable). I wanted to be able to trigger the update from within the workflow, so I initially tried using a webhook to update the ticket via the API. Whilst it triggers as expected when I’m testing from within the workflow, when I raise a ticket that works through the workflow, the webhook does update the ticket, but this update does not trigger the update workflow. I got around this by invoking a PowerShell command which updates the ticket (similar to the one I made available here: PowerShell Module for FreshService API). I have also noticed that adding a tag (via the portal or API) does not trigger the update workflow either. So my questions are: Is there a reason that an update via the webhook does not trigger the ‘Update’ workflow? What fields being changed (besides sta

Just seeing if anyone else has successfully migrated from basic auth (for their email support channel) to OAUTH2 for Microsoft accounts? We have the banner along the top indicating of the change, however the steps provided to me do not make sense. (https://support.freshservice.com/en/support/solutions/articles/50000004192-deprecation-of-password-based-authentication-for-google-microsoft-email). We access Freshservice/Freshworks via SSO. When I go to an email support channel (we have 6) and click ‘Migrate Now’, and click on ‘Sign in with Microsoft’ it brings up the authentication page, which obviously is using MY account (as i’m logged into FS via SSO - AND I happen to be an exchange admin). If I then click the Accept button, the Email Support channel Incoming and Outgoing mail server changes to MY email. As the Support Channel mailboxes themselves are just mailboxes, they are NOT an agent on Freshservice, neither are they Exchange Admins. So how do I change a support channel email to O

When I run a GET webhook in our workflow automator using the following API call: https://domain.freshservice.com/api/v2/assets?filter=%22user_id%3A%20120001632022%22 The response body is not neatly broken up and is returned as a single string. { "assets": "[{\"id\": 75000886025, \"display_id\": 893, \"name\": \"189\", \"description\": null, \"asset_type_id\": 75000416033, \"impact\": \"low\", \"author_type\": \"User\", \"usage_type\": \"permanent\", \"asset_tag\": \"ASSET-893\", \"user_id\": 120001632022, \"department_id\": null, \"location_id\": null, \"agent_id\": null, \"group_id\": null, \"assigned_on\": \"2018-01-02T16:00:00Z\", \"created_at\": \"2022-07-12T03:31:39Z\", \"updated_at\": \"2022-07-12T03:31:39Z\", \"end_of_life\": null}, {\"id\": 75000878611, \"display_id\": 374, \"name\": \"656\", \"description\": null, \"asset_type_id\": 75000416027, \"impact\": \"low\", \"author_type\": \"Discovery Agent\", \"usage_type\": \"permanent\", \"asset_tag\": \"ASSET-374\", \"user_id\":

We would like to improve our approval email process. We have the approval emails go out for certain Service Request tickets that need manager approval. If the approval is not done within 48 hours a reminder approval email is sent out via the “Send a reminder to approvers every X hours” box being checked. That takes care of half of our issue. The second half is to find a way to auto close the ticket if the approver has not responded within 5 day of the first approval email that was sent out and email the requester that the approval wasn’t done and the ticket will be closed. Currently we do this manually. Someone checks the tickets as to why there is no activity and then has to contact the approver or just close the ticket. After talking with FW, they don’t have a way to do this. I was wondering if anyone has come across this and figured out a way to make it work.

Hi all! Hoping someone can shed some light on this for me. When HR submits a onboarding request via the onboarding module and not the service catalog the requested for field is set to the HR requestor and not the new employee they are requesting for. Any way to make this change to the new employee? Causes a lot of time issues since we have to update each ticket so we can assign assets to them.

Hi, I need a bit of guidance on a issue I try to solve. The situation is as follows.We have intregrated our NMS with the Alert module of Freshservice. If a device raises an alert, a webhook is triggered to FS and a alert is created, followed by a ticket. The subject of the ticket contains the device name and type of alert.For example “ABC-NL-Amsterdam01 - Link down”. The first part of the device name includes a three letter company reference. The company refenrence can differ as we support multiple companies. Because we use a single web hook in our NMS, we cannot set the company in the Alert rule. I now try to solve this in the workflow with an event of "Ticket created" and the condition type "alert" but I'm a bit stuck how to build this workflow in the most effective way. How can I use the information from the ticket subject to set the company.The easiest solution but most ineffective way is to created multiple conditions in a row CONDITION ticket.subject contains ABC - ACTION set com

Hello, I was taking a look at the Workflow Automator within Freshservice as well as the API, and I can’t seem to find a way to export or create a backup of the workflows. In the event of any sort of outage or loss of data, we would like to be able to restore/upload elements that are specific to our org such as the workflows. Does anyone have any methods for handling this? Thanks, J

Some of our groups have 5+ people in them and we don’t need them all to be notified when the ticket is assigned to the group (tickets are assigned direct to an agent). Is there any way to silence the notifications? I’ve tried to create a workflow with this action, but an e-mail is still triggered. It looks like someone had a similar issue 8 years ago with no response.

Hi everyone, We have some users that still continue to reopen old tickets (3 months old sometimes….)I want to automatically close tickets that have been reopen and send an email to the user to create a new ticket. All tickets closed for more than 1 month cannot be reopen.Is it possible to do that inside freshservice or we need API+workflow and lot more things to achieve this? For now, I split the reply to a new ticket manually when this occured, but if closing date is not possible, maybe close the ticket and split this new reply to a new ticket automatically? Thank you so much for your help,

The agent screen can I add another tab for resolution information Like one for notes and another tab for resolution for closing out ticket I attached what we have now in another help desk you see the note tab and then resolution information and tab then the resolution code drop down and note box

I am trying to create a service request. I can’t seem to pass along a subject or other ticket information. Is there a way to pass this as part of the service request creation call? https://DOMAIN.freshservice.com/api/v2/service_catalog/items/114/place_request Payload: { "quantity": 1, "subject": "Useful Subject", "email": "user@acmecorp.com", "custom_fields":{ "partner_name" : "ACME Corp", "partner_country" : "United States" }} Response: { "description": "Validation failed", "errors": [ { "field": "subject", "message": "Unexpected/invalid field in request", "code": "invalid_field" } ]}

Hi, i would like to be able to let users create a ticket/request in FS to invite a user to our Azure AD for sharing with said guest user. Im able to do it via MS Forms and PA. But i do not know how to build something like that with FS. Any help is much appreciated! Kind regards, Ralf

Hi All I have a rule to create a Active Directory Group from a ticket. It works fine until i try and get it to also add in the email address via ‘other_attributes’. When i try it says it ‘successfully’ creates the new Distribution group but it doesn’t. this is the line of code we are using -OtherAttributes @{'proxyAddresses'=SMTP:{{ticket.ri_170_cf_email_address_for_new_group}}};'mail'={{ticket.ri_170_cf_email_address_for_new_group}}} e.g. the placeholder just points to a correct email address {{ticket.ri_170_cf_email_address_for_new_group} = test.test@tom.com The fields in AD i am trying to add this email address to is just the email field in the General tab and proxyAddresses in the ‘Attribute Editor’ tab of Active Directory. I presume i am just doing the formatting wrong but can anyone help? Tom

Hi, I setup a huge employee onboarding workflow base on employee office city. I want to be able to change the department of a ticket base on the “department” field in the form.HR will use the form and indicate the employee Department using a dropdown base on the department section of freshservice.I want to use the API to GET the ticket detail including department id: https://example.freshservice.com/api/v2/tickets/8361 It works perfectly. After that, I copy the JSON, put it inside JSON analyser app, but when I try generate the output, I see this: My guess is because the field is a text one, but FreshService use a number: 19000261110 Is it possible to convert this value receive from text to a number without using condition, becacuse I will need to clone too many things which will take me a lot of hours of time to clone everything 6 times for our 6 departements for each branch in the workflow which mean more than 200 things to clone at the end because there is no copy+paste option in wor

Hello All - Please see the Academy training video here: At 3:08 she explains how when you reply to a ticket, it should auto assign unless an admin disabled this automation. This automation does not exist and I see no record of it. At 7:35 she explains how when an end user replies, the ticket status changes back to Open and the SLA clock starts again unless the automation was disabled by an admin. This automation does not exist and there is no record of it. Are these automations out of the box and should they be in my environment? They are not listed. Is there a repository of ticket automation templates that I can view and “import” into my environment? Thanks

Hi, We are trying to automatically create a copy of an incident for another group to use for their own work and records. The standard workflow automater and scenario automations do not appear to have an option to create a copy of an incident. I have dabbled a bit with webhooks to try to trigger the creation of another ticket when one is updated with a specific category, but I am receiving a 400 error. I have put the callback URL as https://(domain).freshservice.com/api/v2/tickets. Encoding is JSON, Simple with just a couple of details to test the process, Inline Credentials, API key appears correct. I can see it activate in the activity of the ticket, but it always returns back failed. Any tips or other ideas in how I can have a duplicate ticket created and assigned to a group automatically when the ticket is updated?

Hello! Our orchestration server went offline (Orchestration center/orchestration server) and we had some tickets that failed to automatically get fulfilled. Other than looking for failed tickets has anyone found a way to monitor the service programatically ?

This automated feature for pro-active intervention is neat, but unfortunately only available in Freshworks. Any way to replicate this in Freshservice using e.g. workflows?

Hi, We are trying to create fresh service tickets using mulesoft. We are using freshservice sandbox environment to create tickets. So far we are able to create ticket using the below attributes. "subject" "description" "email""priority""status""custom_fields" : { "application" } We found additional attributes in the api specification https://api.freshservice.com/#create_ticket and tried to pass the below attributes in the payload with the given data specifications in link. "group_id" "department_id" "category" "sub_category" "item_category" But we are getting the below error and would like know the supported attributes in the payload. "Errortype": { "identifier": "BAD_REQUEST", "parentErrorType": { "identifier": "ANY", "namespace": "MULE" } Let me know if I need to provide any other details. Any help is appreciated. Thanks, John Linu

I would like to connect freshservice to power automate. I have been told by both Microsoft and Freshservice this cannot be done due to using Okta. I am trying to use the power automate custom connector but I just don’t know how to fill it out properly. Here is the Auto task I want to make: https://powerautomate.microsoft.com/en-us/templates/details/185f8ad3feed4ba19b6bdfae021eca28/create-a-freshservice-ticket-when-a-form-is-submitted-with-microsoft-forms/ I have been trying to use https://api.freshservice.com/v2/ and I was able to fill out the curl request, but I am not sure how to get that translated over to Power Automate. I also thought about using the OAuth 2.0 but Okta uses SAML2.0. I have also tried the information from: but it uses basic auth and not much help on the custom connector.

We are currently setting up some bundle Service Requests and have workflows created for a few of the individual items. When these items are approved individually the workflow kicks off to take action. When using the bundle feature and combining the catalog items into one ticket, it is causing some confusion and issues with the workflow. We would like to use the feature to separate the items into individual child tickets, however there is then an approval process of each of the child tickets as well. Is there something I’m overlooking, or easy workflow that could be created to link the child ticket approval processes to the parent ticket. This way one approval would address all the child tickets as well. Thank you,