Automations

I am looking to build an expression on the description to get a value in a particular place for the ticket if you look at screenshot below we are looking to get country value form the description and route the ticket based out of it and here is the description

So I am in the process of automating some offboarding and onboarding work and idk if I'm running into a weird bug / edge case or if i am miss using functions and expression builds, but I'm essentially try the isolate the last work date and the request and get the difference in hours , so i can set a timer for that many hours to complete next steps. but tapping into the offboarding placeholder requires initial formatting because it comes in MM-DD-YYYY format but most the date/time functions require YYYY-MM-DD despite both being labeled as iso. I tap into the liquid filters with date and am able get my conditions to test but when i try to extract the difference be ticket date and last work date tapping directly into the datetime placeholder from offboarding and formatting with liquid filters I'm getting wild inaccurate negative numbers diffInHours({{current_date_and_time}},'2024-11-09T11:45:00Z') = 43 *This Work diffInHours({{current_date_and_time}}, {{ticket.offboarding_request.actor_1.

Hi, I’ve build a solution for a customer with help of workflow automations (WFA) in Freshservice. The WFA is parsing text from the description field and it’s purpose it to single out a username after the key word “Bruker: “ I have an working solution that uses substring and index of expression fucntions in conjunction. The customer now wonders if it’s possible to take the user name from the first key word to a line break (\r\n). I’ve tested the below but it doesn’t seem to solve it for me. Can Freshservice distinguish line breaks or do I need to use regexmatch. Anyone have any examples for this? substring('{{ticket.description}}', (indexOf('{{ticket.description}}','Bruker: ', 0)+8), indexOf('{{ticket.description}}','\r\n',0)) The above is supposed to take efterthing from “Bruker: “ to the first line break, but it doesn’t work and throws this error message: /Erik Alm Output - Operator 'substring' : Third operand's value must be > second operand's value.

Our organization has FreshService and has already set up Orchestration Center. AD is on-prem. Trying to set up an automated Request that gives a user (or group of users) access to an AD Security group(s). It seems like there should be an out-of-the-box solution for this.

I have an expression that outputs the string from a custom field, E1. I have a reader that reads a custom object with two object groups, role and group, with 4 object records. I would like to compare the output of E1 to see if there is a match to any of the 4 object record role entries. If there is a match I would like to output the group entry of the matching object record something like this: E2(if E1.result == R1.role, output R1.group as E2.result) Is this possible or is there an easier way to accomplish this?

I want to create a simple automation: ticket raised > condition(‘request access’) > expression( get string from custom field ‘role’ in ‘request access’) > action(email user {{expression.result}}). What is the placeholder for getting the string from the requested custom field ‘role’?

I want to create a string group-<vari1>-<var2>@thing.com. What I’ve got in expression builder is (‘group-{{R1.group}}-{{R2.role}}@thing.com’) but the output is group-’<var1>’-’<var2’@thing.com what I want is group-<vari1>-<var2>@thing.com. How do I change the expression to get the desired output?

Hi everybody, Does anybody know how I can change the asset type depending on the hostname using automations, or any other way? all our laptop hostnames begin with LT all our desktop hostnames begin with PC all our server hostnames begin with SRV Any help would be greatly appreciated 😁 Kind regards,

Hi All, Can anyone advise how to create a new onboarding ticket through PowerAutomate? When a new item is create in a SharePoint List, get the users details Make a POST request to create an onboarding ticket containing user details from the SharePoint List. The request must come from the users manager and not the service account that runs the PowerAutomate. How would I generate the request from the users manager? If anyone can advise how best to achieve this, or has done this before and can help, that would be great! I need to have something in place by next week. Many thanks

HI all, I missed yesterday the webinar “Extend beyond IT: Automate employee journeys with HR workflows” . Any change I can find the recording here ? Rgds Linda

Hi All, I am having trouble creating a POST request to create an Onboarding ticket using PowerAutomate. I follow the API guidance but get a 404 server not found. I am using the end point provided by the documentation: https://MyDomain/api/v2/freshservice.onboarding_requests Would anyone be able to give guidance on where the issue might lay? Many thanks

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. I don't want to use PowerShell for this. I tried a bit with Webrequests, but unfortunately couldn't get it right, I have read that it should work with Microsoft Graph, but unfortunately I don't quite know how to create a connection to Graph from FS. Perhaps someone has already set this up successfully? Kind regards, Kevin

Currently we do have the setting for Re-Opening tickets that were closed or resolved if the requester replies, thats fine. Is there a way to make it conditional such that, if the ticket closing date is greater than say 15 days, it creates a new ticket instead of re-opening the old? I have seen requests similar to this, it would do a few things but mostly its for people that just reply to an old ticket because they are too lazy to type in the helpdesk email Thanks for hints.

I have an API node setup to create a service request, but I cannot specify the properties (i.e. priority, impact, urgency, group, etc) of the SR with the API. How can I update these details in the WFA? If I just add an action node, it updates the details on the original condition and not on the newly created ticket. I need the newly created ticket to be updated.

I am trying to create a task with a multiline description thru API (see JSON below)Description should be:Line1Line2Line3What I get in Freshservice GUI thru API isLine1Line2Line3 I created a task within Freshservice with multiple lines and exported it.Then I took the description from exported JSON and copied it to the description on my JSON.Still no success. What am I doing wrong? My JSON payload is: { "due_date": "2023-10-10T10:26:13.067Z", "notify_before": 0, "title": "Multiline Test", "description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>Line1<br>Line2<br>Line3</div></div>" }The ‘description’ above is taken from the JSON export.Tried other things like “description”: “Line1<br>Line2<br>Line3” → Line1Line2Line3 “description”:“Line1\nLine2\Line3” → Line1Line2Line3 “description”:[“Line1”,”Line2”,”Line3”] → error

I want to create a scheduled workflow to run daily to do an action on tickets older than 60 days. Ticket age is not an option in Condition. Any ideas on how I can accomplish this?

I want all data which is in post request which was triggered via workflow.

does anyone know if I can automatically Set change request as closed once a service request is closed?

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.

We have the below form to order a mobile phone but would like to set up a workflow where if they answer no to the circled questions it will send them an email with information about 8x8 instead. Within the workflow builder I cannot find any placeholders where I can create a condition that checks the answers of the circled questions in the form below. Any help/guidance would be greatly appreciated 😊

Hi, We have an item in our Service Catalog that contains a form: Your name: Text fieldYour email: Text fieldComment: Text area We use a form on our website that our customers can fill in, and via API POST a Service Request is created with an item. Now the Requester (email from) always becomes our Freshservice Admin, as it is this API key that we use. How can I, using Workflow Automator, update Requester (email from) with the value (email) that the customer fills in the field for "Your email"? I tried a bit with "Trigger webhook", "WEB REQUEST", "JSON PARSER" and "EXPRESSION" with no luck.. Any suggestions?

Here is an example of an ticket email we get, can we parse this ticket email description to automatically associate the System Name: ABC123DEF5678 to a Freshservice Asset Tag: ABC123DEF5678 ~~~Hi Jason, We attempted to patch ABC123DEF5678 on 2024-08-19T13:18:52+0000, but ran into some problems and were unable to complete the operation. Here is a summary of what happened: Patch Time: 2024-08-19T13:18:52+0000 Organization ID: 12345 System Name: ABC123DEF5678 System OS: 10 Enterprise IP Address: 1.2.3.4 Patches: "Windows 11, version 23H2" Failure: Failed to apply patches (...) If you need assistance using the product or would like to discuss how to get the most out of Automox, you can reach the Automox team by email at support@automox.com.~~~

Trying to create a user using powershell but getting an invalid field error. Anyone know what are the required fields to create a user? Any suggestions? Image is attached.

Has anyone found success getting the “Upload Ticket Attachments to Box” action to work? Support doesn’t seem to have any idea and is providing a line of questioning that seems to indicate they don’t truly understand the issue. Box App is set up correctly, as I can lookup folder IDs and perform other actions. I just cannot use the Upload Ticket Attachments to Box action. Thanks!

I’m in the process of creating an automation workflow which will take the information from the ticket description (which includes JSON formatted text) then use that data to perform other automation tasks, but I’ve run into a hitch where the JSON Parser does not recognise the JSON text. To break down the sequence, an email is sent to the helpdesk which includes a pre-populated section with the required fields/data, the JSON formatted text is prefixed by ---ITUSE--- and suffixed by --- in order to identify where in the description this text is. The ticket description is taken and the JSON text is removed using the expression builder ('{{ticket.description | split: "---ITUSE---" | last | split:"---" | first }}'), which is then passed to the JSON parser. Testing the expression provides the correct results and when the result is pasted into the JSON parser to generate the output no errors are found, however when the workflow in run, the JSON parser returns nothing. Any help would be appreci