Automations

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. Example Roles:Reports Reader Security Operator Security Reader Administrator These different roles require different types of approvals from 3 different positions Role 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 lookup Because 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 or perhaps im missing something?

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-onboarding Which 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

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 expression substring('{{ticket.description_text | sanitize_html}}',indexOf('{{ticket.description_text

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

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. Thanks Gary

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?

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?

Hello I 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

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...

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!

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.

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?

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...

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!

Hi We have a list of approver persons per country. If the user selects the country from a normal dropdown field the automator can then send the approval mail to that person. But If I use the MultiSelect dropdown field how does my workflow automator need to look like? The output of a MultiSelect seems to be an array with all the country names in it. But that would mean I would need to have a list of all possible country combinations? That is not possible :) Is there another better way to do this?

Freshservice has a feature that allows an agent to edit the service catalog item. Has anyone created a workflow where whenever the service catalog item fields are edited, a workflow kicks off? If so, how were you able to do that? I would love to send out emails to let others know when the fields have been updated.

Is there a character limit to Categories created for Incidents? Also, are there any symbols that shouldn’t be used? Having issues with @Simonsays "status":"Open", "priority":"Low", “category”:”Emp/Aff Onboarding/Offboarding”, “subcategory”:”Onboarding”, “group”:”IAM Team" @Simonsays

Not sure if this is a question or conversation as such to be honest but here we go. I’m wondering what happened to the development of the Workflow Automator and is there any plans to develop the GUI and options/actions in this further? I understand we can now include API calls, expressions and script things of course but there are many topics on here regarding similar requests or questions about the Workflow Automator that should be very basic and never been implemented. For example, I was just trying to create an asset-based workflow and wanted it to change the status of the asset, however this is still not possible within the Workflow Automator itself. One of the major features we liked when we started with Freshservice was the ease of use and GUI of the Workflow Automator, but beyond adding the features to call outside of the Workflow Automator (API calls) there really hasn’t been much movement on it. Would love to see some development and have it be able to set some very basic acti

Is anyone else experiencing this problem when building a workflow — the expression node will show during testing that a operation performed as expected, but during live ticket automations, the output is different and causes an error? Expression node test result Workflow automation execution result I’m using the following expression to delete everything in ticket description except a string nestled between two specific delimiters: regexReplace(regexReplace('{{ticket.description}}','^(.*?«)',''),'»(.*)$','') So the input would be Lorem ipsum dolor sit amet «ASDFGHJKL123» some other text And the output would be ASDFGHJKL123 I’ll try to find a workaround, but it makes setting up this workflow frustrating. Any advice would be appreciated. Thank you!

I recently added a feature to our company application to allow users to create fresh service tickets through a web page. I use my API key in the request and when testing I was testing as myself and creating tickets locally on my development environment and they were successfully appearing in our fresh service inbox. On production I used the same api key for the following endpoint /api/v2/tickets and I get the following error.Log error: {"code":"access_denied","message":"You are not authorized to perform this action."} it also logs the same error when other users are trying to create a ticket. Just wondering if there is a feature that can be turned on to make this work. OR If I need to be using a different API key or a different plan to allow other users to create tickets from within our application.

I created two webhooks, but how do I conditionally send either one? Or at least disambiguate and update that is going to be called by private note added? Under the Ticket Updates section I added one webhook to catch general updates which is good and then I added another webhook to only trigger when a private note is added which works as well The issue is that when the only change in the ticket made is a private not is added it sends the update ticket as well, but I want to exclude the general update webhook when the private note webhook is added. How do I do this? I tried looking in the event and properties, but I can’t find a combination that will allow this. Am I missing something?

Hi, So I have an external product catalogue and I am able to use the Webrequest node to GET an updated Product list from my external product manager. essentially what I want to do from there is take this returned array, verify it for existing products and then if they don’t exist POST a new product to allow for automated product updates. Now I have my GET setup with no issues and I have created a JSON Parser to be able to reference back to this but I need some help getting from here to i guess mapping this array to product fields then validating them to see if they exist. once I know they don’t exist then I believe another Web node to Post these back to Freshservice. Here is a glimpse of my Json parser to give some info: If anyone has some best practice ideas or maybe just recommendations for managing this I would appreciate it.

How can I access the “background information” filed from a user inside a workflow or BR?

I created an automation to nofity the Requested For user when a ticket is created on their behalf. Works great for Service Requests, however if the person is requesting for themselves, it sends two emails to them. There doesn’t seem to be a way in the Automator to say “if Requested For Name does not equal Requester Name, don’t sent this email” - and the system doesn’t automatically notify the Requested For for some odd reason. Am I missing something obvious? Has anyone else run into this issue or found a workaround solution?

Using Freshworks workflow, I am able to utilize the Web Request module using API calls to get me some JSON results. Using the Parser module, I can grab a specific attribute. However, the data in this attribute is something like the following: "### Title or Subject\n\n#### \n\nSection 1\n\nInformation about section 1 XXXXXXX \n\n#### Second 2\n\nInformation about section 2 XXXXXXXXXX” How can I format this data nicely to add as a private note to a ticket, so that it looks something like this: "### Title or Subject\n\n#### Section 1 Information about section 1 XXXXXXX #### Second 2 Information about section 2 XXXXXXXXXX” I believe I can use liquid filters to make this change, but looking at the documentation , I’m not sure how to approach it. I see newline_to_br is an option, but when attempting to use that, it didn’t format things correctly. I also tried splitting the text by ‘\n’, then iterating over it, but the text remains the same, just without the ‘\n’. Any direction would be appre