In Freshservice, you can download an attachment from an existing ticket and attach it to a new ticket using the Workflow Automator feature. Here's how you can achieve this:

1. Create a new workflow in the Workflow Automator that triggers when a new ticket is created
2. Add a condition to check if the service request form contains a valid ticket ID from which you want to retrieve the attachment
3. Use the Freshservice API to fetch the attachment from the specified ticket. You can do this by adding an action in the workflow to make an API call
4. Once you have the attachment, use another API call to attach it to the newly created ticket
5. Configure the workflow to send an automated email to the receiver with the retrieved data and attachment

Key Components

• Event: Set the trigger for when a new ticket is created
• Condition: Check if the service request form contains a valid ticket ID
• Action: Use API calls to retrieve and attach the file, then send an email

API Usage

To interact with tickets and attachments, you'll need to use the Freshservice API. Here are some relevant API endpoints:

• GET /api/v2/tickets/{ticket_id}/attachments: To retrieve attachments from the existing ticket
• POST /api/v2/tickets/{ticket_id}/attachments: To add the attachment to the new ticket

Remember to authenticate your API requests using the OAuth access token as the bearer token

Testing and Activation

After setting up your workflow:

Test the workflow thoroughly with different scenarios to ensure it works correctly

Hey! Currently, Freshservice Workflow Automator doesn't offer a built-in feature to directly download or transfer attachments from one ticket to another.

While you can automate various actions like copying text or triggering emails based on ticket events, handling attachments requires file-level operations that aren't natively supported in the automator.

To achieve the desired behavior, you'll likely need to develop a custom solution using Freshservice's API.

This would involve creating a script or webhook that retrieves the attachment from the specified ticket using its ticket ID and then uploads that file to the newly created ticket.