Skip to main content
Visit Freshworks.com Visit Freshworks

Automations

Automations

  • 325 Posts
  • 1,146 Replies
325 Posts
V
Contributor
vdbContributor
asked in Automations
How to remove &nbsp

Hello,I am extracting certain items from an email that comes into FreshService with this experssion:substring('{{ticket.description | strip_html}}', indexOf('{{ticket.description | strip_html}}', 'Department:',0)+length('Department:'), indexOf('{{ticket.description | strip_html}}', 'Division:', indexOf('{{ticket.description | strip_html}}', 'Department:',0)) ) It is all working as intended - however, the output gives spaces at the end, in the form of:  Delivery  Does anyone have any insight into how to remove the &nbsp from the result?

3554
V
Contributor
1 year ago
G
Skilled Expert
GeraldSkilled Expert
asked in Automations
Missing operand expression builder trying to pull start date

Hello,I am using the Employee Onboarding Module. In my workflow automator, I am trying to pull that start date and set 48 hours before it as the date the ticket is due. I was told by Freshservice that I need to use expression builder as so:I have tried with _iso and without. I asked how that was an expression, and was told they’d submit a ticket for me and that should work.I tried date(“{{ticket.onboarding_request.actor_1.cf_date_of_joining_iso}}”) and that didn’t work either.

3337
asherroberts1
Community Debut
1 year ago
R
Apprentice
RsomersApprentice
asked in Automations
Automation to open a new service catalog item

Has anyone had luck with creating a workflow where upon receiving an approval/denial they are able to make an action to which the current request/ticket is closed and replaced instead with a service catalog item? In our use case, if someone has an account that needs extension for use, it can be approved and go about the day. However when denied, the account needs termination and we want it to trigger our termination service item. 

1554
Daniel Söderlund
Skilled Expert
1 year ago
J
Apprentice
Johannes RosnerApprentice
asked in Automations
Workflow - Reader: Is it possible to use the reader with an hardcoded value?

A custom object is used to define the relation between an “Servcie Item” and “Agent Group”.eg.Notebook > Group_Hardware,Monitor > Group_Hardware Within an workflow a reader is used to retrieve the “Service Item” and assign the Service Request ticket to the defined  “Agent Group”. All Service Items where no record can be  found should be assign to default Agent Group.( e.g. Group_Software).Instead of hard coding that default agent group in the Workflow I would prefer to define it also in the custom object. Like “*DEFAULT > Group_Software”. Question:How can I define the reader to use “Filter By Service Item is *DEFAULT” ?

391
Daniel Söderlund
Skilled Expert
1 year ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations
Another day another expression

Hi,This is just a test/concept I have setup a SI for end user( application owners and other key employee)  to request a Announcement in Freshservice. I use API to create the Announcement. The form looks like this, I have this 2 expressions to correct that the requester manage to set a earlier date. Sets current date and timeif('{{ticket.ri_205_cf_visible_from_iso}}' < now('Europe/Stockholm'), now('Europe/Stockholm'), '{{ticket.ri_205_cf_visible_from_iso}}')and for To,  it adds 1 hour to the current date/time.if('{{ticket.ri_205_cf_visible_to_iso}}' < addHours(now('Europe/Stockholm'),1), addHours(now('Europe/Stockholm'),1), '{{ticket.ri_205_cf_visible_to_iso}}')It works just fine. I know I need to make some more checks for if the To value is earlier then the From date if the first expression sets current date. Have added a business rule that prevent the requester to set a earlier to date then from date. But I had a idea that the requester don’t have to select the start

430
Daniel Söderlund
Skilled Expert
1 year ago
LucasHansson
Skilled Expert
LucasHanssonSkilled Expert
asked in Automations
API - GET - Proper information from custom object list

Hello,I have this object list:When the ticket is created i want to extract the choice from the object list through an APIHowever! I’m not getting the result i hoped. I wanted to get the information “Number Three - Info”Instead i just get the Record ID.Does anyone have a solution to this? I’m sure I’m missing something! :)

2513
Daniel Söderlund
Skilled Expert
1 year ago
G
Skilled Expert
GeraldSkilled Expert
asked in Automations
FS MS orchestration app can't parse apostrophes in first name

Hello,Trying to get a new user with an apostrophe in their first name into Active Directory.FS will say it successfully creates a user with, say, L’Verne or T’Test etc. as the first name, but it won’t because FS can’t parse the apostrophe per support.I’m trying to see if I can strip the apostrophe from the first name with expression builder but this won’t work - Any ideas of how to get a user with an apostrophe into AD? I can add a user manually no problem, so it’s not a limitation of AD. 

250
G
Skilled Expert
1 year ago
C
Apprentice
cburke_pcsiApprentice
asked in Automations
Problem creating ticket using Microsoft Power Automate/Flow connector

Hello,I have a flow within Microsoft Power Automate that when an email arrives to a group to create a ticket in Freshservice using the Freshservice connector (https://learn.microsoft.com/en-us/connectors/freshservice/)When the flow errors when on the Freshservice “Create a ticket (V2)” step. Looking at the error, it seems that Freshservice is expecting an integar in the group_id and department_id fields. These are both required fields for our Freshservice tickets. However it doesn’t seem that Group and Department are fields I can populate using “Create a ticket (V2)”When I “peek at the code” in the flow, it seems easy enough to add “body/group_id” and “body/department_id” but I can’t edit the code of this step.Anyone have any idea of how to use this function of this connector when group and department are required fields?

7912
Daniel Söderlund
Skilled Expert
1 year ago
S
Apprentice
Sean GApprentice
asked in Automations
Supervisor Rules - Send 2 Reminders Then Resolve

I’ve created the follwoing to send awaiting requester response follow-up emails using supervisor rules:If no response after 16 business hours, send 1st follow up email If no response after 24 business hours, send 2nd follow up email If no response after 32 business hours, send final email and set ticket status as resolvedI’m experiencing problems where the same rule will run on a few tickets, every hour, until either the requestor replies or I turn off the rule.To troubleshoot, I’ve tried the following variations:Example rule 1:Conditions: House since pending greater than 16 hours Status is pending Actions: Send email to requestor Example rule 2:Conditions: House since pending greater than 16 hours House since pending less than 17 hours Status is pending Actions: Send email to requestor Has anyone had the same problem? If not, how are your rules setup? 

1001
Daniel Söderlund
Skilled Expert
1 year ago
amaevers10
Apprentice
amaevers10Apprentice
asked in Automations
Parse info from a ticket for workflow?

Good morning all!We are working on an offboarding module/workflow and need a little help.Does anyone know if it’s possible to parse data from a ticket in order to use it as a value in a workflow?For instance, in the below example our departure notices are always formatted the same. Primarily we are looking on figuring out how to extract the “employee email address field” and then use that later on in the workflow for Azure/AD tasks. I found a great resource earlier, but unfortunately couldn’t replicate that on my end too well (liquid filter to extract information from an email body into fields | Freshworks Community). Has anyone had experience or luck with this? Please perform necessary actions in regard of the following employee departure.Employee email address: Person.mcperson@ccompany.com Termination date: 08/19/2022 Last day working: 08/19/2022 Job title: Administrative Assistant Department: Accounting Work location: 123b Immediate Departure: No Forward email t

3333
J
Top Contributor
1 year ago
aaron.asbury
Apprentice
aaron.asburyApprentice
asked in Automations
Expression Builder: Checking for status change

Is it possible to use Expression Builder in an Automation to determine if a Change setting has been modified? As an example, I have a check mark for “End-User Communications” in the listed Change fields. I would like to use Workflow Automation to send an email if a ticket is updated and the check mark status goes from “False” to “True”.

1206
DanielRuff
Skilled Expert
1 year ago
S
Skilled Expert
shannon.mejiaSkilled Expert
asked in Automations
Task Due date Equals ticket due date

On our offboarding workflow, we have multiple tasks that open but we want the due date to be the date of the Offboarding date (question asked on service item form). We are able to make the Ticket due date the Date on the form, but I cannot get the tasks to be that date.  I have used the “due in/by date is ticket date” but it doesn’t set the due date that way.  I have moved that action to before the task is created, to after.  Nothing is working.   Any ideas?  

2878
S
Skilled Expert
1 year ago
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Automations
Is it possible to Print tickets/export to PDF via Workflow?

We have to provide tickets for SOX/GRC compliance checks and we would like to be able to automate printing closed tickets to PDF and then have them in an access controlled share folder for the audit team to look for the tickets for the users selected each quarter.I’ve been poking around and haven’t found a way to do this yet and checked in Marketplace for an app but haven’t come up with anything solid. Does anyone else do something similar?We know we could give temporary access to the system to the Audit team for them to look themselves but that’s something that management wants to stay away from if possible. 

3964
PatrickMurphy
Skilled Expert
1 year ago
Daniel Söderlund
Skilled Expert
Daniel SöderlundSkilled Expert
asked in Automations
Get more then one record from a custom object

Hello, What I have seen using the Custom Object node in a WFA you only get 1 record. Anyone has a solution to get more then one ? Example you have CO with all your softwares and you need all adobe software to add a user to AD groups that each adobe applications the is associated too.I have a multi drop down field in my service item that the requester select the applications the new users needs. Can be one application with several access levels and each level have a dedicated AD group. 

4298
JCMLI1973
Skilled Expert
1 year ago
C
Apprentice
choytApprentice
asked in Automations
Azure Devops - Orch add attachment

Hello,I’m trying to add an attachment using the App Node Azure Devops Orch Add attachment but I keep getting an error 403 you are not authorized. Has anyone got this to work? The Create/Get Item works just fine.

1294
D
Apprentice
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Automations
Division Field in Freshservice

Hi Team, Just curious if this is possible. so we have created Division field under forms for Incident Tickets.is it possible to have this shared across Problem, Change and Release as well? or do i need to create separate division field per module?

725
R
Top Contributor
1 year ago
E
Skilled Expert
edward.kimSkilled Expert
asked in Automations
Question about routing a 'Condition' action

Hello,  Please refer to attached screenshot. So the process is, if a condition is met, ‘urgency’ is set to high. After that, the category is set and agent is assigned (Please refer to below screenshot)  I was curious if it was possible to route ‘No’ condition to skip/after ‘Set urgency to high’ action instead of having a pair of the same actions (setting category + agent). So instead of two pair of actions (purple), I will just have one and ‘No’ condition will be directed (Blue arrow).  Is this possible by any chance or is what I’ve done the correct way? 

622
B
Skilled Expert
1 year ago
J
Top Contributor
jonathan.allisonTop Contributor
asked in Automations
Extract numbers from comma-separated list

Can anyone with expression skills help me? I have a node in a workflow that retrieves the “in use” assets for someone who’s leaving and asks the manager to return them.What I’d also like to do is change the status of the assets to something like “awaiting return” using an API call but I can’t work out how to extract the separate asset display IDs from the comma-separated list…I can grab them all from a parser node and end with something like “[ 12345,67891,2345 ]” (if that person has three assets.)Any ideas...thanks!

983
J
Top Contributor
1 year ago
SfrsDL
Apprentice
SfrsDLApprentice
asked in Automations
Expression builder, extracting json from ticket description

I’m trying to extract json from the ticket description which is in the middle of text. I can use the split function to get the value however I cannot get the syntax correct. Can anyone help please?  

7694
Rutger Bockholts
Community Debut
1 year ago
J
Apprentice
Johannes RosnerApprentice
asked in Automations
Expression Builder - Function "equals"

I have created a workflow to skip new ticket email notification when the agent is identical to the requester.Any idea why the function “equals({{ticket.agent.id}},{{ticket.requester.id}})” is not workingbut the function “{{ticket.agent.id}} == {{ticket.requester.id}}” is working well. 

1562
J
Apprentice
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations
Use API result in "send approval mail" action?

Hi,Anyone that has input on how I can use a result from a API call in a “send approval mail” action node?We are using Powershell orchestration app to fetch data from a local file and would like to use this data to send approval mails. But the action node for “send approval mail” is not able to add this data as dynamic placeholder as far as I understand.  I could use the FreshService API to add an approval to the ticket but then I need to break the WFA and do another WFA to start when the request is approved. Is this the best approach?

490
M
Skilled Expert
1 year ago
J
Apprentice
jleechpeApprentice
asked in Automations
Timeout on Powershell Orchestrator Run?

Is there a timeout for the Orchestrator to accept return values from the Powershell App?I’m trying to automate looking for unique UPNs across multiple AAD tenants (to simplify future migration) and collecting all the active users takes several seconds.  When I try running the exact same command using Invoke-Command I get a response back in 25-30 seconds typically but the Workflow Automator never gets anythingTesting using a simple sleep+date command shows that 15 seconds usually works, 20 seconds only returns on rare occasions and 25 seconds never works.Sleep -seconds 20Get-DateAm I missing something, or is this a limitation where it won’t collect the return value/status when the call takes longer. I’ve been able to validate that the actual process completes on the remote machine through start/stop-transcript, so it isn’t a failure to run, simply to return the information to Fresh.

1822
Bugsta
Community Debut
1 year ago
I
Apprentice
ivvafhuiaduidhsasApprentice
asked in Automations
Freshservice Automation pass in description without the HTML

Current;y, I want to pass in the ticket.description to webhook but ticket.description has the html code in it like “<div>test</div>”.  I found the api in freshservice developer has ticket.description_text to send without html code. But I can’t find the option in json content. Anyone has any ideas? 

2081
Daniel Söderlund
Skilled Expert
1 year ago
Noorulain
Apprentice
NoorulainApprentice
asked in Automations
Current/me Requester details Freshservice API V2

Hi everybody,I want to fetch details of logged requester in the console like I used to get agent who entered in the portal using API as ‘/api/v2/agents/me’. This ‘/me’ is not working with requesters, I have tried current as well. I am fetching details of logged-in user to restrict them department-vise and trying to restrict the form submission of service items (category-vise) if requester is not belonging to specified department. Kindly let me know if there is any solution or alternative way?

510
Noorulain
Apprentice
1 year ago
kcbates
Skilled Expert
kcbatesSkilled Expert
asked in Automations
Set Task(s) due dates by another date

How can I set a task due date based on another date?Use case:HR submits an offboarding request item for an employee that is retiring in three weeks. The request item form includes a date and time to initiate the termination process - we will call this the Term D/T. A task is generated with the request item with a due in one hour BUT should start based on the Term D/T value on the request item form. I tried looking at custom objects but those seem very limited.Any way to accomplish this?

8728
mughees12
Community Debut
1 year ago

Badge winners

Show all badges
Terms of Use