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Question

Is it possible to Print tickets/export to PDF via Workflow?

  • 9 June 2023
  • 4 replies
  • 256 views
HeatherM14
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Userlevel 1
Badge +2

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. 

4 replies

eeha0120
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Userlevel 6
Badge +11

Hi.

It seems there won’t be any REST API development for this matter at least in FreshDesk:

https://community.freshworks.dev/t/api-for-downloading-the-print-preview-of-the-ticket/1711

 

I’m guessing the same applies for FreshService.

 

Sincerely,

Elvis Henriquez
grhubn1420
Rank

Hey,

 Can you please guide me the below post:

https://community.freshworks.dev/t/api-for-downloading-the-print-preview-of-the-ticket-pdf

I am little bit confused about it. 

Thanks

eeha0120
Rank
Userlevel 6
Badge +11

Hey,

 Can you please guide me the below post:

https://community.freshworks.dev/t/api-for-downloading-the-print-preview-of-the-ticket-pdf

I am little bit confused about it. 

Thanks

Hi.

Basically, it is the same request in this Post that in that other post, but for FreshDesk, and someone from Freshworks seemed to have talked with a developer and explained the response was it was not in the roadmap for development.

 

Regards,

Elvis Henriquez
PatrickMurphy
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Userlevel 5
Badge +8

My experience with SOX/GRC is that they will ask for a specific type of ticket. Show me all the onboarding tickets for users. Then they ask for a % of those that they randomly select.  So for the year if I have 100 onboarding tickets they will pick 10-20% (10-20 tickets) to pull.

Printing all to PDF seems like a lot of extra unnecessary work.  

I’ve also found the print to PDF does not capture all the ticket details, such as tasks created, completed, who completed the tasks, etc.  For our evidence we have had to stick with screenshots of the tickets, tasks or relevant information they have requested. This has been consistent across many different ticketing solutions I’ve used.

To work around not seeing tasks in printed tickets. For things I know the auditors want to see I will add both a task and either add a note on task completion or add a note when the task is created. That helps some with things auditors may want to see, like when was the account created, what did it have access to XY,Z.

Hope that helps.

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