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Automations

  • 412 Posts
  • 1,471 Replies
412 Posts
adhuston
Apprentice
adhustonApprentice
asked in Automations
Post XML using Web Request Node

Dear Fresh Community,I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with.  I’m calling an API which only accepts XML when doing a put method.  The Web Request node only appears to allow you to use JSON.  Has anyone done something similar where you’re submitting xml to an API through the Web Request node?Thanks,Andy

1147
Daniel Söderlund
Skilled Expert
J
Apprentice
jlackmanApprentice
asked in Automations
adding notes to ticket from outside system

When you reply to a ticket via email, it adds the update as a note. I’m trying to figure out what specifically Freshservice keys in on to know what ticket to attach the note to.  I’m trying to find this information so I can use another system to send a specific email with the proper format to update a specific ticket, without having the original email thread. 

553
Daniel Söderlund
Skilled Expert
N
Apprentice
NatDevineApprentice
asked in Automations
Dynamically output JSON string array contents

Hi all,I have a workflow which contacts an API and obtains a json from it. The json has many fields, but I am interested specifically in the name field. Below is an incredibly trimmed down version of the json:{ "people_list": [ { "name": "John Smith", }, { "name": "Joe Bloggs", }, { "name": "Jane Doe", }, etc... ]}This response can return a json of different lengths depending on other options set in the Workflow, where sometimes there are more/fewer “people”.As apart of this workflow, I’d like it to add a note containing the list of people that were returned. For example, if I had the above json returned it would add a note saying:Names FoundJohn SmithJoe BloggsJane Doe I understand I can access these individually using indexes (people_list.name[0], people_list.name[1], etc...), but I would like to do this automatically for each row it finds rather than addressing each index individually.Is there a way to iterate through an array of strings in this way

4007
R
Contributor
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations
Supervisor Rules - Prevent it to kick off

I have a rule which is working where if a customer replies and a ticket is in pending, it will reopen the ticket if it has been more than XX hours (we haven't decided how many hours).  This is working.  The issue though is if the agent replies and puts it back in pending status, the rule kicks off again, not recognizing the agent replied.  How do I get it to recognize the agent reply and not re-kick off the rule for this ticket?  

2403
Karel_Vlček
Skilled Expert
R
Skilled Expert
RazorSkilled Expert
asked in Automations
Getting the value of {{ticket.fwd_emails}}

Hello,This might be a silly question but I’m trying to update Requester when a ticket is forwarded.I have a workflow which runs on certain tickets and when those tickets are forwarded I’m trying to get the output of {{ticket.fwd_emails}} and then format that so I only have the email address and then update the Requester with that but I’m strugging to get the value of {{ticket.fwd_emails}} and all of my expressions return a blank value or Liquid Error if I try and build an expression off the value of {{ticket.fwd_emails}}Any assistance would be appreciated here.Thanks

481
R
Skilled Expert
juul0s
Skilled Expert
juul0sSkilled Expert
asked in Automations
related tickets

Hello,I need to make a workflow when you create a main ticket, 3 related tickets to other people are automatically created.For example:1. agent A sets up a service request to do a task2. 3 related requests are automatically opened3. each request(related ticket) goes in turn to Agent B, Agent C, Agent D4. when Agents B-D do their tasks, then Agent A can close the main case How can I make it?

360
juul0s
Skilled Expert
M
Skilled Expert
maghedSkilled Expert
asked in Automations
Add relationship as part workflow

Hi, Is it possible to automate creation of relationships as part of a workflow? For example if a user orders a service (not hardware/software) and I would like to track the fact that the user is consuming that service in CMDB for helpdesk to have that insight in case of incident etc.

2544
C
Contributor
C
Contributor
christopherlContributor
asked in Automations
Automatically Update Assets "Used By" Relationship When Updating "Used By" Assignment

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.       

1661
C
Contributor
M
Skilled Expert
MDaviesSkilled Expert
asked in Automations
Differentiate Ticket Source via Support Portal vs Agent Portal

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 PortalThe Outcome: The Ticket Source is set to ‘Portal’ by defaultThe 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.

923
beckyricee
Community Debut
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations
Expression: Replace language specific characters

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.  

52715
Daniel Söderlund
Skilled Expert
Andrea M.
Apprentice
Andrea M.Apprentice
asked in Automations
Automation issue in the last month

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?

211
U
Contributor
AutomatedDuck
Apprentice
AutomatedDuckApprentice
asked in Automations
HTML with Custom Objects

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?

432
AutomatedDuck
Apprentice
celliott
Apprentice
celliottApprentice
asked in Automations
Web Request Node & Content-Type application/x-www-form-urlencoded Header in Automator

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"}

144517
F
Community Debut
juul0s
Skilled Expert
juul0sSkilled Expert
asked in Automations
redirect attachment from another ticket

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.

1372
tatereal
Community Debut
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?

73512
B
Skilled Expert
C
Apprentice
corey.holdenApprentice
asked in Automations
I'm struggling getting automations with powershell,- not running, no errors?

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 serverI’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 powershel

2917
B
Skilled Expert
JTAVOLARO
Skilled Expert
JTAVOLAROSkilled Expert
asked in Automations
tasks and workflows in FreshService

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?

9967
beckyricee
Community Debut
L
Apprentice
LanttuApprentice
asked in Automations
Event based workflow based on Approval change from any/required to Approved

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 workflow:

1306
Daniel Söderlund
Skilled Expert
Prasad.N
Contributor
Prasad.NContributor
asked in Automations
Hierarchical Approval for Ticket Approvals or escalation

Need to create work flow based on the Hierarchical Approval or escalationsLikeWhen 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 Manager2st Level - Reporting Manager’s Manager3rd  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

6536
H
E
Contributor
erikstrContributor
asked in Automations
Running multiple workflows at once

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?) 

91520
Daniel Söderlund
Skilled Expert
GraemeW
Apprentice
GraemeWApprentice
asked in Automations
Freshservice Automation Flow to filter a specific word in Resolution Notes

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. 

5055
beckyricee
Community Debut
K
Top Contributor
kenrisdonTop Contributor
asked in Automations
Workflow automation with condition "loop"

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.

20219
nbi09
Community Debut
M
Contributor
MichaelBoardmanContributor
asked in Automations
Automator based on Usage Type

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? 

533
PoEHub
Community Debut
Alexshafi
Apprentice
AlexshafiApprentice
asked in Automations
Issues with Freshdesk Automation Rules Not Triggering?

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!

2141
mbutler
Skilled Expert
rljosh
Apprentice
rljoshApprentice
asked in Automations
Auto-reply stopped working

We have an auto-reply email that is sent on the creation of each new ticket. It looks like it stopped sending replies a few weeks ago, and we haven’t made any changes at all. I have looked at the rule, it is enabled, and seems like it should be working.The only thing I can think of that changed is we removed one account from our organization.Any ideas of how to get it working again?​​​​​

191
Daniel Söderlund
Skilled Expert

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