Automations

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.

Thanks for your help… I tried soooooo many things to get this through, just can’t find it :/

Greetings All, I understand that using a multi select field with reader nodes in a workflow and multiple custom object records is not possible yet, but is there a good workaround besides huge numbers of condition combinations? I was hoping that the reader node filters would be able to filter by both the user selection of a field, and by matching it to a specific object record, meaning that if a user selected a specific item from a multi select field, the reader node/object retrieval would only be activated if they matched my filter. If that worked, I could set up a reader node for each selection, and then return specific object records per reader node. See images: Unfortunately I cannot seem to get this to work, or its just not possible. Would like to know if anyone has any ideas on a workaround if the above is not possible. I want to user a multi select field, and I only have 4 items, but the combination of Conditions in a workflow coupled with approvals based on those 4 items, quickl

I have added fields to our ‘Consumable’ asset type, specifically to track a re-order threshold. I also implemented a workflow to notify us when the quantity on-hand drops below said threshold, and it works if I manually alter the quantities. However, it does not appear to trigger if the quantities are updated by fulfilling a service request. Has anyone else encountered this issue?

Hi. I’m still learning how to use FreshService, but I was wondering if you could help me please. We have a third party supplier that emails us when they need us to approve a change. This raises a ticket in FreshService. I’d like to put some automation in place so that it will automatically raise a change request (preferably using the template I have created) and then close the incident that was raised through the email. I’m really struggling to work out how to do this. I’ve managed to suss out that I perhaps need to use a Webhook, but I’ve tried creating one and it just errors. Can anybody point me in the right direction please?

I'm looking for a way to automate requests for Google Gemini. We have a limited number of licenses and would need to verify we have an available license prior to assignment, through the workflow automation tool via the GSuite - orchestration service (https://support.freshservice.com/en/support/solutions/folders/50000000548) but I don't see an option in the UI. I'm gonna guess no because a different set of API's are needed for license management, but just curious if y'all know a way to do with with the workflows? https://developers.google.com/admin-sdk/licensing/reference/rest Thanks in advance. -Kevin Beattie

I am relatively new to FreshService so I apologize if this has been answered clearly elsewhere. Long story short, I am trying to sequence multiple tasks and workflows in order to automate some processes, but I am having trouble getting them to reliably trigger from one another. I have discovered this thread here: In which it is stated that, according to Support, ‘System’ events do not trigger workflows, so I have been trying to use webhooks within the Workflows to the API to get around this limitation. However, it doesn’t seem to be able to get me where I am trying to go. To illustrate what I am attempting to accomplish: The API is used to create a Task, for example Task_One There is a Workflow, Workflow_One, which is supposed to trigger when Task_One is created, and it does trigger correctly. Within Workflow_One, there is an API Webhook to create Task_Two, which is successful and Task_Two is created as expected. The workflow also continues past the point and completes the rest of the

So here I am creating a demo/proof-of-concept for a client. Tasks are the following: Create a workflow that will create a dedicated folder in google drive for the requester and create a google sheet row containing all information of the ticket including, ticket public url, agent who’s handling the ticket and URL to the ticket folder within google drive. Once created, create a sub folder inside requester’s folder and name it with the SR number eg: `SR-24` Upload all attachments to that folder, in this case, `SR-24` If requester replies and that reply contains attachment, upload those attachments as well to folder `SR-24` I’ve already done most of the items except number `4`. I was able to create a dedicated folder for the requester by adding a user field and name it `Drive Directory` and it’s value is the folder id created via google drive orchestration. I updated the requester account via web request using freshservice api and in my workflow upon ticket service request creation, I have

Hello, Can someone help me understand how to build routing between two Freshservice instances (accounts). We want to be able to create a way that moves a ticket to our non IT Support Instance if we move the ticket to a particular group. Thanks!

Hello, I was recently given the task to build a Workflow in Freshservice that can set and remove Roles for Agents. Trigger for this should be a specific Service Request being raised. Currently I am having trouble with adding this new role to the existing role array. Here are the relevant parts of my Workflow First I use the API to get the Agent details that include their roles Then I use the following parser node (narrowed down to the attributes I need) But then I have the problem of how to add the new role { "role_id": 53000134485, "assignment_scope": "entire_helpdesk", "workspace_id":2 } to the existing array that I can then write back. Expression Builder is not usable for my Use case, since outputting any String with the Expression Builder turns every double quote inside the String into a single quote And the Web Request body only accepts double quotes since this is the JSON standard. With Liquid alone I wasn’t able to find a way to insert this new role into the the Array (also trie

Hello, we have a workflow automator that takes specific FreshService tickets and uses information from those tickets to create new work items in Jira. This is all working smoothly except for the attachments. Users are able to upload attachments to the FreshService request, and the payload parameter “include_inline_attachment” is set to “true” in the automator. However, attachments from the FreshService tickets are not going over to Jira with the rest of the information. Am I missing something? Thank you!

Hello Freshservice Community, I am currently exploring the capabilities of Freshservice, specifically focusing on the integration of Custom Objects within Service Request Forms and subsequent Automations. However, I am encountering some challenges in implementing this as per my initial understanding, and I would greatly appreciate any guidance or clarification you might offer. Use case below: Teams Automation using a Template selection in human readable format that get the Template ID from related field in custom object. Scenario: I have created a Custom Object with the following fields: Teams Template Name (Text - Lookup) Teams Template ID (Text) Teams Template Description (Text) My objective is to utilise these Custom Objects to streamline a Service Request Form and an associated Automation. Service Request Form Configuration: Field Name: Teams Template Selection Configuration: Dropdown field linked to Custom Object > Teams Template Name Automation Attempt: Reader: Set to filter wher

Hi all, We have a difference in domain login and used by field on the asset, which we discover through the agent. We use the domain sync of the fresh service probe from the accounts. Now the automatic asset mapping does not work. We've added the AD sAMAaccount as custom field on the profile, which is now visible based on the custom mapping We would like the update the asset, based on a match between the new custom field and last login field on the asset. With that match we would like to update the used by field and department field Any ideas how to build this in the automation?

Current state of issue: I have setup a Ticket Template for when we retire a device. We then setup 3 tasks that are created when the ticket is raised. We have 3-4 employees that share the work so we do not want to assign them to a specific person, however it is pointed to the Group, IT. Under the Task option for “Assign to” I have the option for “Event Performing Agent”. However, this immediately assigns the child tasks to the requestor rather than leaving as None until an action is performed on the ticket. Goal: I want these tasks to be assigned to the agent who self-assigns the parent ticket to themselves. Any advice?

Hi, I'm solving issue to run workflow if agent forwards ticket to extenal contact. The goal is to change status to defined custom status. Can you explain to me how can I do it? Meanwhile what I have Event=Reply or forward sent, Condition=Requested for fields.requested for email <external_address> Action if "Yes": Set status to Custom1 Action if "No": Set status as custom2. But if I forward response to external contact, flow always goes to Action if "No". Thanks Pavel

Working on automating our User Onboarding process with FreshService and AzureAd. Couple of questions: How do I set the Requested Item Stage to Fulfilled in the automation? Currently my Custom Fields (First Name, Last Name, etc.) are in the Master Service Item. Is there a way to have the fields in the child items, but avoid the duplicate data entry when they are bundled together? I did have it set to create child tickets for each service item, but I didn’t see a way to reference or interact with a specific child ticket in the automation (i.e. Account ticket, or Equipment ticket).

G’morning folks :) we’re messing around with the Google Drive/Sheets orch apps and were wondering if it’s at all possible to have the orchestrators read a csv file and then output it into a condition card in the workflow. We were not able to figure this one out yet but any chance someone has a different recommendation for an app or has a workaround for this? What we’re trying to accomplish in this workflow is basically having a central file to read from in a google drive so that we can have agents make edits to that csv file rather than messing with the workflow’s condition card; at some point we’ll be removing access to the workflow automator for some agents.

Hi there Im wondering if its possible for the powershell orch app to be able to call a pre-built script and pass parameters to it. I have a few scripts that would be ideal to now turn into Service requests but the scripts all have built in creds (using encrytion), which ive seen the Powershell App struggles with. But if i can call my script and simply pass some parameters to it then it “should” work. The scripts are stored on the Server we installed FS Orch on and egample of what im looking for isexecute command .\nameofscript.ps {{ticket.id}} {{ticket.from_email}} this would call the script and pass “ticket id” and “Ticket from Email” as the params

There is no content field option to add to PO form fields as we can on ticket form fields. We have resorted to a dropdown with a singular really long option for terms and conditions which is a mess on the PDF. There is 0 automation at all with purchase orders either. We associate a PO from a service request and the associations tab does not even show it as linked to the service request. I have been looking at using API/Web requests but there is absolutely no information that links the PO to the request from the response bodies. Can this feature please be re-looked at? We would like to add an additional department as a workspace to use this feature, but this would require a full license per person as business agents for some reason cannot use this function. With the limitations it has, I don’t see why it should not be accessible for business agents who are given the permissions.

Hello I’m looking for a way to send out 2 or more approvals via api call for Service Item with only performing 1 web request.

Hi, I would like to use OAuth2 so I tried to add a new credential under Credentials in Automation & Productivity. When I choose OAuth 2.0 under type and fill out all other fields and click Generate Token & Save a new tab appears but nothing happens. At the Freshservice tab, the Freshserive waiting logo is spinning infinite. It clearly waits for something, but isn't coming. In my sandbox environment, I get a JSON with: {"status":"failure"} so that’s not quite descriptive. I would like to see what the other party is sending back so I can investigate what is going wrong. Are there any logs available or are there other ways to investigate?

Hi We 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 message Severity: ● Informational Time: 12/12/2022 10:00:00 AM (UTC) Activity: QuarantineRequestReleaseMessage User: 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

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,

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.

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 Section Curl API request for the change As 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.