Automations

Hi All, Apologies if this is a simple one, I’m testing out FreshService as a possible new option for our organization and we need to mirror what we can do in Jira to go forward In the example of a new user starting. I’ve created various service categories in the service catalog for employee onboarding. Those categories have different hardware, software and admin tasks setup as service items in the different categories such as as new Windows laptop, New Entra (AD) Account, New Mailbox, Building access card etc. So far so good, I think The service item “Employee Onboarding” has the additional items added as mandatory and set to create child service requests. I’ve tested this and it does create the child requests automatically, all going well so far. As we are an organization with different offices and admins from different locations will need to complete the different child service requests, how can I assign different child service requests to different agents using the workflow automato

I just wanted to share a best practice that we implemented for monitoring the web requests in our workflows. What was my problem? We wanted to get an email if some API calls to external applications are failing. The monitoring of the API is really not that great in Freshservice. Even in Freshdesk you get an email when an API call fails for whatever reason. It gets even more difficult if you have more than a few API calls in a single workflow path. This solution should work in nearly every module in freshservice. Why not use the condition node? You can use the condition node to check if an API call fails or not. Just like this: But then you have to branch after every API call to send an email to your admins. If multiple API calls do not depend on each other you want the rest of the workflow to execute. That's why you would have to duplicate the other nodes as well. What is my solution? I could solve this by using expression builders and scheduled workflows. Instead of branching every wo

Hi So basically I have been playing around with Powershell and what it can do. I have created an automation task to run a powershell command Restart-Computer -ComputerName (pcname) -forcewhenever a restart PC service request has been opened. So far I only get meta error (400) Access Denied, even though I have setup the domain admin credentials to be used when running the configuration, this same command works running locally from the server with these credentials but not from Freshservice Powershell app. Interestingly enough running simple commands like ipconfig works but not the restart PC command. I can reset passwords and all of that via the active directory app, but haven’t found a way that lets me restart a PC I tried to get any sort of help from Freshservice team but it’s an overstatement to say they weren’t helpful. I am hoping someone will help me with this as I am stuck for days on this thing. Kind regards, Josip

Hello Everyone I have not tried using the Expression builder yet, but I have an urgent request from the company to build an escalation on our Offboarding tickets. I just need to do a check to see if the offboarding Date = Today and if true send an escalation email to the assigned manager and agent. I have the ISO date placeholder, but I have no idea how to build the expression. AI was not able to assist me, so I am now asking the champs lol :).

Hi All Does anyone know of a way to create a workflow that when a ticket is merged, the ticket that is being “resolved” has a comment added to the user saying that the ticket is being merged with ticket XXXX? Thanks in advance.

Hello Community, I am trying to get my deals from my Freshworks demo account, which is on a trial, using the URL of my organization and the API key generated from the following link: https://crmsupport.freshworks.com/en/support/solutions/articles/50000002503-how-to-find-my-api-key- Here is the curl command I am using based on documentation: https://developers.freshworks.com/crm/api/#deal_attributes curl --location 'https://myorg.myfreshworks.com/crm/sales/api/deals' \ --header 'Authorization: Token token=mytoken' \ --header 'Content-Type: application/json' However, when I make a GET request, I receive the following response: { "errors": { "code": 403, "message": [ "You are not authorized to perform this operation." ] } } I have checked and it doesn't seem to be a role-related issue. I even tried adding another user with Administrator role, but it didn't resolve the problem. Can someone please help me with this? Thank you!

I noticed in a lot of supervisor rule posts it says to add a Tag to mark the supervisor rule did the thing. I wanted to use that to prevent the rule from running again, but I do not see an option for a conditional being about tags. So how do you prevent a rule from running again on the same ticket?

Hey FS community, I am testing the Jira Orchestration and trying to find the right syntax for the Lookup User function. It requires a query string that I can’t seem to get the right format on. I am trying to lookup a user’s information, specifically the userID, during the workflow so I can pass it down to the Create Issue function. I dug through Jira’s API docs and found the equivalent call but the syntax doesn’t not appear to match up right. Anyone able to use that function successfully?

Is there a way to create FreshService alerts for a sudden spike in incidents? Our concern is missing a possible event starting point since agents are not always active after business hours or holidays.

Hi, So my GoogleFu is failing me on this one so I’m hoping the power of the hive mind can help. :) So background: We currently text the whole team when an urgent ticket is raised as if it’s urgent (using Orch and Twilio), then it could be costing the company money. However recently people have been raising urgent tickets when they are, well, less than urgent. This means the people working in other timezones are getting texts when they don’t need to. I was looking at expanding the workflow so that it sends to people in te right timezone in the first instance, then making up a second rule that if the ticket stays unassigned for over 15 minutes, then to text everyone. I can see that the expression builder has a “now” function, but I can’t get my head around how to make this work (assuming it can be made to work). My thought is I want to do something like this (I’m psudocoding it here): If CurrentTime >= 05:00 and CurrentTime <= 17:00 then text person A & B Then second conditionIf CurrentT

I’ve raised a support ticket but I was curious to know if anyone else has run into this issue with their existing WF and whether they were eventually recovered? The issue appears to be limited to existing WFs and does not [thank the stars] appear to be causing a problem with the execution of the WFs.

Hello, Many times when using Automator i aggregate some inputs, by sample to create an user i ask firstName, lastName, domain then i aggregate <firstname>.<lastname>@<domain>. Would be very cool to be able to create a variable to store the value and then be able to use it in every steps in automator, instead i have to re-aggrate in every step ^^

On our offboarding tickets (we aren’t using the offboarding module currently), we have the due date to equal the separation date in our WFA. The issue is then when the tasks kick off they are basically late. I wanted to be able to say due date is separation date plus 2 weeks. I thought about creating a hidden field and then using the scheduled WFA to update this hidden field with the separation date plus 2 weeks date based on an expression, but I am getting an error. T This is the start of the workflow: and this is the expression for the “plus 2 weeks” part: Where am I off? Thanks!

Is there anyway to automate CAB meetings? We have a weekly CAB meeting and what I want to do is: 30 mins before the scheduled meeting, run automation that filters all changes set to “waiting on approval” and associate them with the weekly CAB meeting. I know you can do this manually by opening the meeting in calendar, but can you automate it to do it automatically?

Hello, We’ve installed the Azure AD - Orch app. I would like to use it or a different app to create folders in our shared network drives. Is this possible and am I using the correct app?

Hello, I am trying to set a condition where that identifies if the time difference between a ticket being created and current time is greater than or equal to 4 hours. I have created the below expressions, but when I test the expression, I receive the Invalid Syntax - One of its operands is invalid error message. Expression: if(diffInHours({{ticket.created_at}},{{current_date_and_time}})>=4,"TRUE","FALSE")

I am trying to extract an ID from the subject heading, when testing the expression the results works. When running the work flow the results do not show in the output. Can anyone see why the results are not showing.

I’ve noticed an issue with the new (otherwise AMAZING) scheduled automators - they don’t trigger child asset-types as they should. For example, if you’d like to run an event-based workflow for all Laptops + Desktops + Servers, you would just use the Computer parent asset type. This works for event-based workflows. However if you use schedule-based workflows, the workflow must use the Laptop asset type specifically. For my testing, I used 1 Laptop asset and 6 automators: Event-based | Asset | Hardware > Triggered successfully Event-based | Asset | Computer > Triggered successfully Event-based | Asset | Laptop > Triggered successfully Schedule-based | Asset | Hardware > Did not trigger Schedule-based | Asset | Computer > Did not trigger Schedule-based | Asset | Laptop > Triggered successfully Therefore to make a schedule-based workflow system for the Computer asset type, I would need to make 3 rather than 1. That would be even worse for more generic higher-level asset types. Has anyone e

Hello everyone, I haven’t done that much of workflow automations(WFA) for tasks. I was helping a customer who wanted to create an asset from a Task WFA.Thought it was going to be easy, just do a web request and API. But the task module don’t have that... I hade to use the action node and do a web hook on the parent ticket. Downside is that I can’t see if it failed or do anything about the respons from the API. I hade to hard code the payload due I couldn’t use a custom object to control the flow, I added this, please vote if you think we need all standard nodes in the task modul as well,

Hi all! We have a team where they want to send an approval request to a member of leadership team. This is not the Requester’s direct manager. We are thinking to have the requester provide the email address on the SR form. Is there a way to extract that email address to trigger the approval email in a workflow? I’m sure we could do this with a custom object but we do not want to have something we have to manually maintain as people come & go in the company. Maybe someday we will have this information populated systematically but not right now. I’m pretty new to using Freshservice so any guidance/input is appreciated. Thank you!

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&nbsp; Does anyone have any insight into how to remove the &nbsp from the result?

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.

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.

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” ?

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 time if('{{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 date or end da