Automations

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

Hello, I am attempting to finalize our onboarding workflow which needs to look at the selected Reporting Manager. Utilize this information to add the proper groups. In our example, we have a sales department with 4 regions. Each region has a regional email distribution group. The onboarding source does not allow us to use sub-conditions so we have the following. Department is Sales. Then when we try to extrapolate the “Reporting Manager” from the onboarding request we are getting an error that the user does not exist.

Hey there, I’m trying to create an automation using the Google Sheets Orchestration and hitting a bit of a dead end. For logging purposes when creating users we want to record what has been actioned during automations in a Google Sheet, but the full flow is currently 2 separate automations: 1st automation: Creates calendar event and adds an entry to the Google Sheet with various details (department/job title etc) and sends approval. We’ll call the “pre-stage”. 2nd automation: Creates the accounts for the new user (Google/Zoom/Slack etc). In this flow I want to update that original Google Sheet on the same row with information such as date of the user’s creation etc. Problem is that I can’t seem to find a way to refer back to the specific row that was created in the 1st pre-staging automation. That means if we pre-stage 2 users, then there doesn’t seem to be a way to actually refer to those rows again. Am I missing something?

Hi, I read a field from a custom object that has two email addresses separated by a comma and a space. “xyz@func.com, wrt@func.com” I need to get each email address and send an email. I am new to this so any suggestions are welcome. I think I may need to do two expression, one to extract each email -R

I’m attempting to take a string and use the expression node to replace commas with \n. Then udpate a custom object with that string using the web request node. When I send the call from Postman the new lines are recognized. When I send the call from the workflow the \n are recognized as characters. Is there a way to create a new line using placeholders in the web request node? First entry is from Postman. The second is from the workflow

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.

I have successfully installed and am using Azure AD Orchestration, that works as expected. Having quite a number of hybrid companies as well however, i need also the AD Orchestration to automate on local DC's accordingly. we installed the orchestration server, configured according to the documents both, on FreshService side as well as on the server side (orchestration server, domain controller), but for unknown reasons (let’s be honest, the errors are mostly not really telling you where to look or what to fix) i simply cannot get this to work. Initially it took us endless (by the way: FreshService ticket open, but not getting any help there to be honest, they seem not to know much about troubleshooting this app either) to even get any connection response, but now we're stuck at: App Actions Response Output meta.status_code 400 meta.status completed_with_errors meta.system_message Failed to decode:Unexpected character ('<' (code 60)): expected a valid value (number, String, array, objec

Hi all, I am new to Freshservice and trying out workflow automator. Right now I am testing Onboarding Request. Here for example I would like to have a “manual” workflow that is being started by IT staff. Here is an example… User account creation in AD/M365 should not be triggered automatically but after IT staff checked spelling and other data. Is there a way to create a workflow that will start on a click? As this is a 100% IT task, there is no additional approval needed for account creation by IT.

For some form of AI that will sort our incoming tickets for us we would like to have access to the names of the attachments of a ticket during a WebHook call (Automation). Is this possible at all (Without calling Freshdesk to request the full tickets (Which might fail anyway as the ticket is in mode “Being created”))?

I’ve been putting together automations and workflows in my company’s Freshservice instance for some time. Yesterday, everything was working. Today, the automated orchestrations have been failing. Getting the error that the Orchestration server is offline, and sure enough, when loading into the Orchestration Servers page, it is showing offline. Our sysadmins say they did not make any changes. Security says no changes have been made in the firewalls. I have repaired the installation, made sure the secret key matches in FreshService and the osr.conf file, uninstalled and reinstalled the orchestration software, reset the secret key, more reboots than I can count, and even rolled back to a previous snapshot from when it was known to work. Still shows as offline in FreshService. So it seems something has changed outside of this machine. Are there any ports or external IP addresses I should check to make sure it isn’t getting blocked? Any other things I could look at that maybe I’ve missed? A

Hello, We’re looking at adding some additional notifications on tickets that are unrelated to the SLA’s that are applied. We want to send a notification to a manager if a ticket has not had a response within 28 hours. Is there a way within the automation to trigger this? Thanks in advance

Hello everyone I have problem with the PowerShell command ‘set-Aduser’. I always get the following error: ~ + CategoryInfo : ResourceUnavailable: (ext-Wini.stoni:ADAccount) [set-Aduser], ADServerDownE xception + FullyQualifiedErrorId : ActiveDirectoryServer:0,Microsoft.ActiveDirectory.Management.Commands.SetADAccountExpira tion Get-ADUser : Unable to contact the server. This may be because this server does not exist, it is currently down, Can anyone help me please? Is “set-Aduser” not supported? Thank you in advance Andy P.S. Some simple PowerShell commands are working, like “New-Item -Path 'c:\temp\Test Folder' -ItemType Directory”

I’m looking for a way to display the SLA expected due date to the end user in their ticket view like the agents get. I’ve looked around and in the agent view it is a liquid filter that can be added to emails, however, the liquid filter can’t be used in the CSS (I’ve tried and FS confirmed). Pictures of what I’m wanting below. Yellow in agent view is what I want on the requester view.

No matter what I do, my JSON payload to add assets gets all “ chars in the expression modified to \” when the webrequest is sent. How do I stop this? I have a list of display ids… [ 8, 9 ] in an expression builder, which I manipulate using string functions to { “assets”: [ { “display_id”: 8 }, { “display_id”: 9 } ] } - this the result from the Test Expression. When I try to use the expression value as the payload body, I get a 405 error and my payload looks like { \”assets\”: [ { \”display_id\”: 8 }, { \”display_id\”: 9 } ] } I tried reducing the size of the expression so that the payload looked like { “assets”: [ { “display_id”: {{E14.result}} } ] } } this also produces a 405 with the expression portion having the “ converted to \”. I also tried a modified version of the expression then using {{E14.result | replace: ‘display_id’,’”display_id”’}} but this produces again a 405 with the same invalid payload please help - thanks

Hi all, I’m thinking about automating adding the time to the ticket based on tasks. Has anyone of you ever tried doing something like this? While performing onboardings and offboardings I have created a scenario that adds tasks to the ticket. I would like to automate tracking time for these tasks. The idea is When agent changes the task status ti In progress, the add time stopwatch is started (assigned to the task). When the task status is set to Completed, this time entry is stopped. And this should be repeated for all tasks. My initial idea at implementation involves two workflow automations (both working on Tasks).If you have better ideas I am all ears. Automation: Event: Task status changed from Open to Inprogress Action: API Web Request to start the adding time stopwatch assigned for the task This one is quite easy I think.The problem comes with stopping the clock. Automation Event: task status changed from In progress to Closed Web Request - Get all ticket time entries (to find t

Greetings! I have a Business Rule that disables the custom status “Pending Remediation Validation” unless a particular Category/Sub-category is selected (see below). The problem is, this rule only seems to apply to the options for the main panel on the right side of a ticket’s detail page, and not for the Ticket-list view Status change option or for the Ticket Reply “Send and set status as...” option. The status still shows up in these two places, regardless of the ticket category. Any ideas? Thank you.

Honestly, I haven't used the search function in the community yet for this question, because I have no clue which search terms to use. My English is quite well, but I'm not native to English. I've made a Catalog item form with a mandatory multi selection dropdown item. For each picked item I want a Task made if it’s selected. How I see it now, I cannot give the WorkFlow instructions that say: If item 1 is picked, make task for item 1. AND If Item 2 is picked, make task for item 2. A conditional statement has possible actions for either yes or no, there is no AND. Am I just not seeing it? Or do I need to rease an idea instead of a question?

Hello, How can I go about created a scheduled workflow that creates one weekly department ticket (Friday evening) with a ticket description that: For each agent: lists all their added/updated time entries for the last week, with an entry for each ticket showing ticket ID and company lists a total number of hours logged from their time entries for the last week Department wide: lists total number of hours logged from all agent time entries for each company We do not have the upgraded FreshService analytics feature and cannot utilize this functionality. Any guidance towards initializing this workflow is greatly appreciated.

Hi all, We’ve had several FreshService workflows running quite happily for a while that get data from our HubSpot CRM. As of this week these are no longer running. Nothing appears in the execution logs, there have been no changes, and when I “Test Web Request” in the Workflow Automator either nothing happens or I eventually get a timeout message. "error": "The timeout of 60000 ms has been exceeded when getting a connection to api.hubapi.com:443"} The same requests using exactly the same details, including the same bearer tokens, works outside of FreshService for example in Postman. Has anyone had a similar issue before or got any ideas? Thanks in advance, James

I’m trying to use the Google Drive - Orch app to export and attach a file to a ticket using the Workflow Automator. I keep getting an undefined error, and support has thus far not found the issue. App action error when trying to attach a file So far, using the integration, I am able to Get File or Folder and Create File or Folder without issue. The event logs for Google Workspace even show that Freshservice is sending successful API calls to export file, but something seems to be going wrong with updating the ticket. Is anyone else using this integration action successfully? Any help would be appreciated. Thanks!

Working on creating a User Provisioning automation to create AzureAD accounts. I need to verify license availability for the appropriate M365 License. I have the AzureAD orchestration in place, and the SaaS Management discovery piece working. I would like to verify if there are available M365 licenses (E3, F1, etc.), and if not pause and create a task or ticket to procure more licensing - which will be a process outside of Freshservice. I’m not seeing a way to either (1) read the SaaS discovery data, or query Azure AD for licenses. I can see where I can assign licenses (however, I’m using Group Based Licenses) using the AzureAD Orchestration. Thoughts and ideas on how to accomplish this?

We have a issue using App Orchestrations with Workflow Automations, they break the Workflow Automator from continuing to other automations. The issue is that we currently have 162 Workflow Automations because we have multiple customers, which all require their own automations. Some of these automations have Orchestrations in them, for example, escalating tickets to Pagerduty for on-call agents or sending ticket information to Slack using their respective Orchestrators. The issue is that if, for example, Automation #10 out of 162 has a Slack Orchestration to send the ticket details to a Slack channel, and it it’s event and conditions are checked as True, the Slack Orchestration is initiated. This is great, so far everything works as expected, however, the following Automations will never run, meaning that 152 Automations are left out, even if they might not even trigger. Setting a timer for these doesn’t work either, as Workflow Automator goes through the list of automations one by one,

Hi All I’m looking to create a form in Fresh where once something is selected from a Drop down, it will then populate additional fields with that information associated with the record. So, if i select a location in the drop down, i would then like the rest of that location information to then update the fields. So example. the form has the blank fields for address, i select the location from the drop down and then those blank fields are populated with the information for that location Does anyone know if this is possible? Thanks

Hello everyone, How do you manage your custom objects? Adding, removing and changing records when you get large lists. As you can’t sort or filter records.

Hey team, I’m using Smartsheet to enhance our new hire onboardings and offboardings in the form of checklists. Currently I have to export the sheet as an Excel file and then copy/paste the completed “To do” list within the Freshdesk note to display my completed items. I was wondering it was at all possible to embed the Smartsheet sheet into the notepad, perhaps as a potential canned response, so I can mark my completed items directly through the ticket instead. Please let me know if this is possible. Thanks a bunch!