Automations

Hello, I have this object list: When the ticket is created i want to extract the choice from the object list through an API However! 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! :)

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.

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?

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 resolved I’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?

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 to: Manager, Person

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”.

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?

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.

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.

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.

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?

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?

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!

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?

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 working but the function “{{ticket.agent.id}} == {{ticket.requester.id}}” is working well.

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?

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 anything Testing 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-Date Am 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.

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?

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?

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?

I have set dynamic content from Freshservice on the Details on “Start and wait for an approval” trigger on Power Automate. But when the recipient received the approval email, the dynamic content is not appear. What and how should I configure this?

I am using the employee onboarding module, which I’ve found to unfortunately not work very well with the workflow automator, reader, or expression builder for very simple things. I have a workflow which creates users in our AD once on onboarding ticket/module is filled out by HR and the manager. I have the automator check if the name exists before creating the user, and it puts them in the correct OU by assigning the PATH based on city, department, and overall region. However, there is no way I can see to use a conditional block to check to see if the OU exists. Right now, if I create Sherlock Holmes in North America > Los Angeles > Temps, for example, no such OU exists. The workflow will happily run without notifying that it didn’t create the user. So far my experimentation with a Custom Object as per this thread has not worked - Anyone know how to do that?

I'm getting increasingly more frustrated by the amount of clicks I need to perform to get anything done in this system. My workflows are incredibly simple and the system cannot seem to accommodate any of them. Workflow #1: Some employees are on site and need HID cards. HID cards are provided 1 at a time by the building, activated for parking, passed to HR, HR tells me the card number and what door access level to give them. Now, i need to track who has a card so we know to get it back or disable it if they get terminated. Problem #1: I set up a service request associated with this asset. When i click fulfill asset, it tells me i have no HID Cards in stock. No way to disable this stock #. Ok fine. Problem #2: Attempt to make a workflow to create the asset based on the ticket ... and there's no way in the ticket workflow automator to do anything with an asset? I'm not going to go into the system and manually stock a card every time one of these tickets is submitted. Is there an actual so

Hello! Our employee onboarding process is just HR → Reporting Manager, asking each for information. However, the display of the collected information in the ticket is a little… lacking (it’s a two-column layout, not easy to set the order, paragraph fields are collapsed into a single line...) I set up a workflow to add a private note to the ticket with the fields we want in the format we want… it works great for most fields, but not all of the fields are available as placeholders - the paragraph fields are not listed as options. I decided to see if we could pull the fields from the API instead, but no luck.Pulling from https://[domain].freshservice.com/api/v2/onboarding_requests/[num] the ‘fields’ objects lists the fields (including the paragraph fields), but only the ones for the HR step - none of the Reporting Manager-filled fields are included. So my questions are… Is there a way to access onboarding paragraph field placeholders within a workflow? or Is there a way to pull ALL (HR an

Does anyone have a workflow they are using to alert their team when an employee with Agent access in Freshservice leaves the company? Right now it’s a pretty manual process for us. We currently use Workday as our HR tool.