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I'm a new Freshservice admin, so apologies if the question is a bit basic.

 

In Freshservice, when a user submits a request via the Service Catalog, the Organization field on the ticket is automatically inherited from the requester’s profile. It does not reflect any selection made via dropdowns or custom fields in the form. I'm trying to create a workflow that uses the custom field selection from the form. Is there a way to reference custom field values?

For example, if the requester selects 'Company A' in the ticket form, the 'Company' field in the ticket should also reflect 'Company A'.

However, the current issue is that even when the requester selects 'Company A', the 'Company' field in the ticket defaults to the requester's actual company instead.

I'm a new Freshservice admin, so apologies if the question is a bit basic.

 

In Freshservice, when a user submits a request via the Service Catalog, the Organization field on the ticket is automatically inherited from the requester’s profile. It does not reflect any selection made via dropdowns or custom fields in the form. I'm trying to create a workflow that uses the custom field selection from the form. Is there a way to reference custom field values?

For example, if the requester selects 'Company A' in the ticket form, the 'Company' field in the ticket should also reflect 'Company A'.

However, the current issue is that even when the requester selects 'Company A', the 'Company' field in the ticket defaults to the requester's actual company instead.

Check what’s setting that field in the activity log. Share some screenshots of the field you are talking about. 

Som standard fields can’t set dynamically in the action node. Meaning you can’t use a placeholder to set the field. 

You need to use a webrequest / API to set the field.  

Share some screenshots on the fields and the workflow. 

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