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Automations

  • 264 Topics
  • 947 Replies

264 Topics

S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations

Updating Parent Ticket based on Child Ticket Status

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?

6
S
Skilled Expert
1 month ago
T
Contributor
tnerbbContributor
asked in Automations

Approval Type Question

Our main approver for a service request is out for an unspecified time.We’ve added two backups but now there are four approvers total.We’re looking to use a majority approval option, but I’m unclear on whether 2/4 approvals (50%) actually counts as a majority approval. Putting this here since a ticket might have a slower response and to hopefully clarify it for others since I couldn’t find documentation about this.

0
T
Contributor
1 month ago
M
Skilled Expert
mythumbsclickSkilled Expert
asked in Automations

Assign to requester based on email address in description of ticket

HiWe have recently ‘pointed’ our Microsoft 365 security alert emails to Freshservice so that any critical alerts raised by 365 get logged in Freshservice and via workflow automation get assigned to the appropriate team etc. The emails come from office365alerts@microsoft.com so we have setup a generic Microsoft requester with that email address. This works fine.What would be ideal however is if we can actually assign the ticket to the actual requester in Freshservice that’s involved in the alert. In the Description of the ticket is the following example: An informational alert has been triggered⚠ User requested to release a quarantined messageSeverity: ● InformationalTime: 12/12/2022 10:00:00 AM (UTC)Activity: QuarantineRequestReleaseMessageUser: firstname.surname@company.co.uk This user corresponds to the requester in Freshservice. Is there any clever way I can assign the ticket to the requester that corresponds with the above in the description?Thanks

6
D
Top Contributor
1 month ago
bfellah
Apprentice
bfellahApprentice
asked in Automations

Get assets from API - Page 41

Hello, I'm trying to list all my assets in a category, but when I get to page 41, I get an error.My query is as follows:curl -v -u api_key:X -X GET “https://TENANT.freshservice.com/api/v2/assets?filter=”MYQUERY”&include=type_fields&page=41”I’ve tried to ask more than 30 assets per page, but it didn’t work either.Do you have any idea what I could do to list all my assets?Regards,

1
E
Top Contributor
1 month ago
Gremlich
Apprentice
GremlichApprentice
asked in Automations

Automation based on last interaction

I am pretty new to Freshservice, and automations in general. I am hoping someone here can help me to create what I thought would be a simple automation. I have a group called Equipment; I would like to setup an automation to e-mail a specific email address if the ticket is not touched for 5 business days. I have found how to check if the ticket is in the group, and only that group, I found how to have it email me and I can get it to format that email as I want, but for the life of me I haven’t discovered how to check if it has been 5 business days since the last interaction. 

1
E
Top Contributor
1 month ago
M
Apprentice
Ma25Apprentice
asked in Automations

API integration with FreshService Changes "Planning" section

I’m trying to create an API integration to create a Change via API. The issue I’m having is that FreshService does not correctly recognize the “Planning” fields in it’s API. The biggest issue is that if a field is not filled out it does not get treated as if it was initialized, simply showing up as if it didn’t exist. See two screenshots below to see what I mean. FreshService Change SectionCurl API request for the changeAs you can see the API does not return the fields as empty or null, instead it makes it look like they don’t exist at all. Because of this I cannot fill out those fields during creation or update them from empty value to another one. To add salt to the wound it seems that using webhooks for this works just fine.So my question is if anybody had similar issue and was able to resolve it? I’ve tried using both Curl Commands and sending a JSON Payload via powershell using invoke-RestMethod but neither seem to work.

1
eeha0120
Skilled Expert
1 month ago
LucasHansson
Skilled Expert
LucasHanssonSkilled Expert
asked in Automations

Multichoice dependant approval

Hello, I have abit of an issue that maybe someone could help me out with!The scenario is i have a multi dropdown field where i have different roles that the requester can choose. ExampleRoles:Reports ReaderSecurity OperatorSecurity ReaderAdministrator These different roles require different types of approvals from 3 different positionsRole Approval 1 Approval 2 Approval 3 Reports reader No No No Security Operator Yes No No Security Reader No Yes No Administrator Yes Yes Yes  Now, this works perfectly when only 1 roles is chosen. However the issue im experiencing is when a requester chooses for example Role Security Operator & Security Reader because i want this to trigger the approval for both.I believe the issue might have to do with the filter when using the lookupBecause it cant use contain and only is. So when multiple roles are select the Roles doesn’t match the custom object anymore. Has anyone any idea how could solve this in any other way

3
alishs786
Community Debut
2 months ago
A
Apprentice
AreMahsApprentice
asked in Automations

Automatic License assignment with Workspaces

Hi all, I am trying to follow this guide: https://support.freshservice.com/en/support/solutions/articles/50000003387-sample-use-case-for-azure-ad-orchestration-app-m365-license-assignment-during-onboardingWhich would allow Freshservice to create a user, then assign license(s) based on the new employee’s job title. I’ve gotten the automatic user creation to work, but when I try to follow the steps for automatic license assignment, I’m running into issues.  My issue is that “Custom Objects” is only available under specific workspaces (i.e. not under global settings). Therefore, when I try to create a workflow automation under “Global”, the custom objects that are within specific workspaces aren’t listed. It also seems that the workflow automation doesn’t work when it’s under a specific workspace (allowing me to use the custom objects) as opposed to “Global”.Hopefully this question makes sense, I’m still new to Freshservice. Let me know if I need to provide any additional details. Follow

1
LiamLucas
Apprentice
2 months ago
R
Skilled Expert
RichardRSkilled Expert
asked in Automations

Expression Builder: Extract mail from ticket description_text

Hi I need some help with the following issue.I try to extract an user e-mail address from a ticket description so I can use that data to update the ticket requestor in FS. In my workflow I have an API call defined to retrieve the ticket information, then use the JSON parses to define the outputs and using below output in my expression builder. "description_text": "Tue Aug 02 10:10:39 2022: Request 224889 was acted upon.\r\n\r\n Transaction: Status changed from 'open' to 'resolved' by aaaaa\r\n Actor Email: aaaaa@bbb.net\r\n       Queue: cccc\r\n     Subject: [#INC-100853] Test 5 - July 21\r\n       Owner: Nobody\r\n  Requestors: helpdesk@xxx.freshservice.com\r\n      Status: resolved\r\n    Priority: 0\r\n Ticket <URL: https://tickets.bbb.net/Ticket/D9 >\r\n\r\n\r\nThis transaction appears to have no content\r\n", I try to extract the mail address that comes after Requestors: and before Status: running below expressionsubstring('{{ticket.description_text | sanitize_html}}',indexO

7
N
Contributor
2 months ago
ViniciusMaiaPT
Apprentice
ViniciusMaiaPTApprentice
asked in Automations

Workflow limit in Freshservice

Hi, there.I’d like to know all the limits for conditions, actions, readers, web requests and expressions in a single workflow.I mean.How many conditions can I create in the same workflow, for example?Thanks

0
ViniciusMaiaPT
Apprentice
2 months ago
G
Apprentice
gwooApprentice
asked in Automations

email notifications for INC but not SR

Hi.First time poster due to a curious system behavior that I can’t figure out.The agents get email notifications when an Incident is created, but not when a service request is created. Even more odd, is that when a service request is closed, that’s when an email is sent to agents saying that a ticket has been opened. From the admin panel it seems that all tickets (INC or SR) are the same with respect to how email notifications are configured.Appreciate any help from anyone who may have seen this too.ThanksGary

6
mbutler
Skilled Expert
2 months ago
N
Apprentice
ntourtillottApprentice
asked in Automations

Populating a custom Service Request by extracting data from an email

Hello,I have a standardized email which gets sent to our freshservice inbox. I am able to extract the information I need from the email using the workflow automator, but I was wondering if I could populate a field on a custom service request. For example, if the email lists a name and I can extract it, can I populate the name field and create a service request?  

3
Daniel Söderlund
Skilled Expert
2 months ago
rfrutiger
Apprentice
rfrutigerApprentice
asked in Automations

Remove [ ] from json response

I am setting up a workflow to use the Google API to lock or unlock a Chrome device. I have most aspects working, but the trouble I am running into is that Google’s API returns things as an array of strings which is causing my next API call to be something like ‘[<device id>]’ instead of ‘<device id>’. Even if I add the array element I want in this case [0] my value is still wrapped in [ ]. Is there a simple way to strip the square brackets, or do I have to create expressions for each json array I want to use down the line?

6
Daniel Söderlund
Skilled Expert
2 months ago
Y
Apprentice
YemmApprentice
asked in Automations

Passing full date via Service Items

Hi, I am trying to create an automation which forwards the parameters of a service catalogue item to a script I am running. I am trying to use the date picker, and then pass the full date to my script: Unfortunately, all that is passed is the day and the date of the month: I am using a workflow automation with Powershell - Orch:   Am I missing something, or is there no way to pass the month + year when using the date picker? Many thanks,Alex 

2
Y
Apprentice
2 months ago
A
Contributor
amau5Contributor
asked in Automations

Supervisor Rule: Requester does not respond after raising ticket

I can’t find anything on this and I’m hoping maybe someone else has come across this or that this can be something useful. I’m currently fighting an uphill battle with our requesters and not responding to tickets after they’ve been raised. I recently learned that the Supervisor Rules, when set to run using “hours since requester responded” will not fire since they have to reply AFTER they raise the ticket for the rule to function.Are there any conditions that people are using to combat something similar? I know there’s a condition that would filter just by how long a ticket has been in a certain status, but I don’t want that to be the only condition if possible.

7
D
Apprentice
2 months ago
A
Apprentice
AndEarlyApprentice
asked in Automations

create azure user account from freshservice new starter ticket once approved

HelloI would like to automate our new starter process. I have a programming background but don’t really know where to start. Can I could do this with Python along with installing “ms azure CLI” on my device?I’ve seen scripts that use the ticket number but I would want a process to kick off every hour looking for approved New starter tickets.The automation would be to create a new user in Endpoint/Entra. The icing on the cake would be to create the email address in Exchange?Can anyone point me in the right direction to get started please?Many Thanks

0
A
Apprentice
2 months ago
R
Contributor
RMG.TDAContributor
asked in Automations

Create User in AD fails with error "Cannot read propety 'trim' of undefined

I have been troubleshooting for days to find out why I can't get my workflow to work. I basically followed the sample use case provided for the App. I have tried using placeholders and I have tried creating a user with static information.The ‘trim’ function should be something that removes whitespaces of variables, but here it claims that it is “undefined”. Yet I have filled in everything, tried it with blank fields, all filled in, you name it, I tried it.The error code is so vague that I really don’t know where it goes wrong. Is this on the level of AD? Does the request even leave the webapp? Execution logs are also extremely vague, so I’m absolutely clueless here on what is going wrong...

3
zachary.king
Skilled Expert
2 months ago
G
Community Debut
GarudaCommunity Debut
asked in Automations

Multiple Workflow Automations

I know this has been asked in various different ways but I haven’t found a concrete answer.I’m creating an Employee Onboarding Process and one of the options is that the hiring manager can select various software titles to be installed on the laptop.  The number of apps will vary.Right now a child ticket is created and attached to that child ticket  are the various apps to install, listed as Service Request Items.  The plan is to use the Azure AD app to automatically add users to AzureAD groups that auto install the software.But I cannot get the automation right.  If I do one Workflow with multiple conditions for the software,  once it hits the first ‘yes’, it runs and that's it.  It doesn’t go through the rest of the conditions.If I create multiple workflows, only one fires.Is there a way to have multiple workflows fire for one ticket?  Or is there a dynamic way to execute actions against multiple service requests attached to a ticket?

4
ekrasner
Community Debut
2 months ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations

Set Status as Open on Specific Date/Time

Hello, I have requests from customers to be able change status at a given time. They want to add a date field to the forms and when an agenten sets specific date and time the ticket should set on pending and be reopened on that date and time.  If the time node would have had input field where we could use a placeholder from the form and not just hard set.  Seen post about this but couldn’t find them. 

17
Daniel Söderlund
Skilled Expert
2 months ago
SamK
Community Debut
SamKCommunity Debut
asked in Automations

Weekly Reminder for Pending/OverdueTickets

Hi,Hope you all are doing well. I want to make a workflow so that once a week on Fridays, it would send a message/email to my Team members and remind them to check their overdue or pending tickets. I know how to set up a scheduled workflow to send a message for every ticket that’s overdue/pending; however, I cannot seem to figure out how I can send only ONE msg/email telling them they have X number of Overdue and Y number of Pending tickets.Is there a feature for this? or there is a logic in workflows that I can’t seem to figure out?Cheers!

2
Daniel Söderlund
Skilled Expert
2 months ago
R
Skilled Expert
RazorSkilled Expert
asked in Automations

Forcing Note From Agent

Is it possible to force Agents to add a note to a ticket through automation?I want to make it so that if an Agent escalates a ticket to a specific Agent Group that they are forced to populate a note on the ticket.I can see many ways of adding a note to a ticket through automation but none that force the Agent to populate the contents of the note, is this sort of functionality possible or should I be adding a mandatory text field to the ticket fields?I’d rather not do the latter as it’s just duplicating built-in functionality for the sake of it.

6
R
Skilled Expert
2 months ago
hereiscole
Apprentice
hereiscoleApprentice
asked in Automations

Workflow Automator Filter can't return tags

Hi, I am working on moving departments into their own workgroups and part of the process is recreating some of the Workflows. One of the workflows has a tag condition/filter, but I cannot get the tags to populate as possible values within drop down. It instead says there are no results found. Is this a bug that is being looked into and has anyone found a solution to this?

2
Daniel Söderlund
Skilled Expert
3 months ago
Rontw
Apprentice
RontwApprentice
asked in Automations

create a ticket api

i tried to send api request to create a new ticket , but i got an error .{    "code": "invalid_credentials",    "message": "You have to be logged in to perform this action."}important to say that i logged in to the freshdesk in this time...

4
msconfig87
Skilled Expert
3 months ago
K
Apprentice
kl-edwinApprentice
asked in Automations

Automation trigger when adding tag

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

1
A
Community Debut
3 months ago
C
Contributor
Conor.lynchContributor
asked in Automations

Reader help - Sending approval email to group

Hi All,Is it possible to send approval emails to a group, and any one of that group can approve?I’m trying to figure out how to do this using the reader node, but I’m afraid that’s where this is falling down. I can’t make head nor tails of the reader. Has anyone an example of the reader node and how they have done it. I’ve tried following the support articles on the reader node but can’t get it to work. Thanks!

2
PatrickMurphy
Skilled Expert
3 months ago

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