Automations

One of the default fields for Asset Management/Inventory is "Used By" (Global Settings > Asset Types > Default Fields > Assignment > Used By) When building Relationships for Assets, there is a similar Downstream Relationship for "Used By" (or Upstream Relationship for "Uses"). The "Used By" relationship does not automatically appear after assigning an asset to a requester/agent as "Used By." Currently, we have to duplicate our work by manually adding/updating the "Used By" relationship separately/in addition to the asset assignment. Is there a way for Freshservice to please make the process of assigning/updating an asset as "Used By" an agent/requester to then automatically create/update the "Used By" relationship? Or is there any known way that one of our system admins could create a workflow to accomplish this in Freshservice? Respectfully,-Christopher L.

Hi Everyone, Has anyone figured out a reliable way to differentiate the default Ticket Source for Tickets logged via the Support Portal and those logged via the Agent Portal? The Scenario: A Ticket is logged by a Requester via the Support Portal / A Ticket is logged by an Agent via the Agent Portal The Outcome: The Ticket Source is set to ‘Portal’ by default The Problem: Workflows which target Tickets of Source ‘Portal’ can trigger on Tickets (and Child Tickets) logged by Agents if the ‘Source’ is ‘Portal’ when you would not want them to. Meanwhile, Tickets logged by Requesters can potentially trigger Workflows which were intended for Agent user. This necessitates some very careful workarounds.

Hello, I’m almost sure I have read on this forum how to replace all non a to z characters in a placeholder but I can’t find it. Could have been using Liquid Filters. I have created a Liquid Filter to do it but I need to set a field and using the Liquid Filter in the field isn’t working. Same works fine when I use it in a note.

Hi community,Starting from middle of January I observed several issue with different automation rules in Freshdesk that are not triggering, meanwhile other times automation are applied when not required by the flow. I’ve set up different rules for specific type of customers that should trigger ticket assignments, classification and automatic answer, but in the last 30 days some of them don’t seem to activate when they should. I’ve checked the conditions but all seems is correctly configured and the issue persists. I read in other previous topics where someone suggested to replace the orders of the rules but I observed issue also for simple automation with low (or single) number of conditions and actions. Has anyone else experienced this?

How do I use the Automator to set the due dates for certain tickets +3 days out from the create date (date ticket is raised)? I don’t see optons in the automator to do this. Do I need to write a script? Essentially if ticket field = ‘x’ then set due date to create date + 3 business days. Something like that.. Thank you!

Hi, is it possible to automatically raise a status page incident based on some other event? For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network

When I import a CSV and map the fields, it imports correctly, but one of the fields has HTML tags in it to be used by a workflow. The HTML is stripped out after the import is finished. Is there a different way to format my CSV to preserve the HTML formatting as literal text? Should I URL encode the text and then run a liquid filter in the Expression Builder node?

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response. { "error": "invalid_request", "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z", "error_codes": [ 900144 ], "timestamp": "2023-03-02 20:56:54Z", "trace_id": , "error_uri": "https://login.microsoftonline.com/error?code=900144"}

Hi everyone… I am truly perplexed and Support is NOT being helpful. I have built out an active directory orchestration and am seeing spotty success. When I try to process a new employee onboarding, I get the below error. My consultant who is assisting will do one, and it will work… I Then mirror and do almost identical items and I will error out… I looked on the domain controllers and did not see any errors in event viewer… I cannot see any errors in event viewer on the orchestration server itself and the workflow execution logs are not very helpful as it just states below. Fresh support said it’s an AD issue but I am at a losss… Anyone!!? please help!? 400 completed_with_errors false The server is unwilling to process the request At line:1 char:1 + New-ADUser -Name 'Lary Deny' -AccountPassword (ConvertTo-SecureString ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Lary Deny,OU=REX USERS,DC=REX,DC=tld:String) [New-ADUser],

Does anyone have an idea how I can download an attachment via workflow automator from another ticket to a new one? The process is as follows: In the service request form, you enter the ID of the existing ticket from which you want to retrieve data. When you create a new ticket, the system automatically sends an email to the receiver, containing the data retrieved from the specified ticket.

I need to update a parent ticket status once the child ticket is set to resolved. I cannot figure out how to do that in the workflow. Any ideas?

Hi, Is it possible to run an automation when adding a tag to a ticket? I noticed that adding a tag does not run the Ticket is modified-trigger. Thanks

I’m not sure where to turn next to trace this behavior. Orchestration server deployed, shows online. Running the powershell app configured to use the same server. Exact workflow, we are trying to automate user creation, but have a hybrid environment. Normally we use powershell to create the user and o365 mailbox simultaneously. Basic workflow just to see if we can pass the values right now: When Service request is raised If subject contains ‘Employee onboarding requests’ A quick line of powershell that should spit out a .csv on the server containing info from the onboarding server I’m running into two problems. One, out of several attempts at test tickets to see if the automator executes, I’ve only seen it attempt to execute once. That one particular one failed due to the orchestration server being down. Every other test ticket did not create a log entry. If i use the ‘test app action’, i get no feedback. The first day i was running this, i did get some errors back regarding my powersh

Hi Freshworks community,I’m facing an issue where my automation rules in Freshdesk aren’t triggering as expected. I’ve set up several rules for ticket assignments and responses, but some of them don’t seem to activate when they should. I’ve double-checked the conditions and made sure everything is configured properly, but the issue persists. Has anyone else experienced this, or can you suggest what I might be missing? Any help or insights would be much appreciated! Thanks in advance!

It would be really interesting to be able to utilize Freddy AI to create some interesting rules such as the following: Verify that the agent asked a question in their reply before allowing the ticket to be changed to “pending” We often run into agents that place a ticket into pending, which triggers notifications to the requestor to respond but there are often times when there isn’t any direction on what the requestor needs to do. Essentially giving us a customizable version of the auto open rule that triggers if a requestor asks for something new in response to a ticket that is in the resolved status. (vs not reopening if they just say “thank you” etc)

is there any way to create a workflow that checks if all tasks on a service request are closed and if so, close the ticket?

Hi, Hopefully there is a simple solution for this, which I just cannot see anymore. I have been building a pair of workflows to process our Service Requests automatically, but it seems that events with Approval change trigger doesn’t get triggered at all. I have tried different methods and checked that there is only one workflow which is watching this Approval change as trigger. I’ve also created a test workflow with only two steps (below) but this didn’t help either. I have tried to remove every other change and action after the Approval Request has been made as I found some information about the bug in this trigger, but that didn’t solve my issue. This should trigger if the Approval Status is changed from Requested to Approved: But I can see from the Request Activities that even this simple thing doesn’t trigger as that Note should have been added into the request ticket. (I manually closed the request as it was a test) This is how approval change is requested on the Approval workflo

Need to create work flow based on the Hierarchical Approval or escalations Like When 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 Manager 2st Level - Reporting Manager’s Manager 3rd 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

First of all, I did take a look at the following thread but I think what I want to do, or better try to achieve, is something different. I’ve got an approval matrix for purchase orders which is triggered by the event “Service request is raised” and only runs on these tickets. This workflow works perfectly fine. Now I got the requirement that we need a “priority matrix” for these service requests. Easy said, easy done. Well, no. For the second workflow I used the exact trigger following by the exact same condition (Service request is raised and Ticket Fields.Included Items includes any Purchase Order) but it won’t run. I even created a scheduled workflow with the exact conditions and it, indeed, does run daily at 1am. Does anyone have a clue why the second workflow doesn’t start when raising a corresponding service request? P.S.: I can’t consolidate the two workflows into one because, sadly, non-linear workflow aren’t a thing (yet?)

I know alarm workflows are working because my customer has it working just fine. But when I try to do an Alarm workflow on my instance all I get is a spinning wheel and I am unable to create alarm workflows. -Race V.

Agents have a habit of using one word Resolution Notes - such as “Resolved” or “Done” I want to be able to create a flow that will tag these (or eventually send back to the agent to correct). However the “Resolution Notes” option does not allow this - it can search for “contains xyz” but doesn’t seem to have the option to search for “only xyz”. Any ideas please.

Hi, I’m trying to create a workflow automation that reads from a custom field drop down that will create tasks based on all of the items selected from the drop down. In the example below, if Office 365 account is selected from the forms drop down a task will be added to the ticket to create the account. I then want to be able to check if other options were selected from the forms drop down. Which will then create separate tasks to create specific accounts. Is there a way to “loop” down to the next Condition after the first Condition has a positive result? Is there another/better way to do this? Thanks.

When an (incident) ticket is closed, the linked tasks are also automatically set to "closed." As far as I know, this is hardcoded. Is there any way to bypass this? Use case: We often receive incident tickets where the necessary changes or actions only need to be executed in a few months. In such cases, we create a task with a due date and receive a notification when the due date is reached, so we can reopen the ticket and address it. However, this doesn’t work as the task is marked as "completed" when the ticket is closed. We don’t want to leave the ticket open for months, as no actions are needed in the meantime. I haven’t found a solution through flow automation. Does anyone have an idea or alternative suggestion (e.g., working with a calendar)?

I need to add a service item to an existing ticket via API, but the instructions are a bit confusing and I am getting a generic error message. This is the API instructions: When it said [id], it usually is referring to the ticket ID, but I would assume the second [id] in this is the service item ID. That is what I used, but it isn’t working. I get error 404 not Found. Any ideas?

I have been tasked with clearing the “Loaner” status on laptops in our org at the end of every day. I was all set to make a daily automator that simply looked for laptops with the “Usage Type” set as loaner, then change it to Permanent at the end of the day. It looks like “Usage Type” isnt a placeholder that can be used in the automator...is this true, or am I just missing something?