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First of all, I did take a look at the following thread but I think what I want to do, or better try to achieve, is something different.

I’ve got an approval matrix for purchase orders which is triggered by the event “Service request is raised” and only runs on these tickets. This workflow works perfectly fine.

Now I got the requirement that we need a “priority matrix” for these service requests. Easy said, easy done. Well, no. For the second workflow I used the exact trigger following by the exact same condition (Service request is raised and Ticket Fields.Included Items includes any Purchase Order) but it won’t run.

I even created a scheduled workflow with the exact conditions and it, indeed, does run daily at 1am.

Does anyone have a clue why the second workflow doesn’t start when raising a corresponding service request?

 

P.S.: I can’t consolidate the two workflows into one because, sadly, non-linear workflow aren’t a thing (yet?) 

Hi.

 

Maybe the second is locked waiting for the first.

Can you share what do the logs mention?

 

Quick question based on your last quote:

Can't they be set to run after another?

If so, you could try adding a timer node for a delay in the second at the beginning of it.

 

 

Regards,

 

If they haven’t changed it, the approval node ( if you have anything after it)  will stop all automations on that ticket. 

Solution is to do noting after the approval node and have a second automation that has a event Approval changed from any to Approved. And do your stuff you need to after it’s approved there. 


 

Hi @erikstr ,

 

I am actually having this same issue. The problem is being escalated past the normal support and we don’t have an answer yet.

 

To give a little background, I am trying to create a new hire workflow (we don’t have onboarding set up yet) and I have a service request that people can fill out, and based on what they select in the SR, it is supposed to spawn other service requests. As of now, It stops after executing one workflow and will not execute the other. As Daniel mentioned, it would stop if it had any approvals, but mine do not. Support is at a loss which is why it’s being escalated.

 

Sorry I couldn’t provide an answer, but once I hear something, I will update here.

 

Zach

I have actually been dealing with a similar issue in relation to the execution of workflow nodes. My workaround while support looks at it, was to add a timer delay of 60 second, this allowed the previous workflow in order to finish and allowed the data to propagate so that it was available in app nodes of the second workflow. Not the same use case but I think it is similar to what others are mentioning here. 

@erikstr  Are you using the web request nodes in your workflow? If you are, try putting a timer on each of your workflows before any web requests take place (Like Zach mentioned). This allowed all of my workflows to kick off before any of the web request nodes could knock the workflows out of whack.

Hi @erikstr ,

 

I am actually having this same issue. The problem is being escalated past the normal support and we don’t have an answer yet.

 

To give a little background, I am trying to create a new hire workflow (we don’t have onboarding set up yet) and I have a service request that people can fill out, and based on what they select in the SR, it is supposed to spawn other service requests. As of now, It stops after executing one workflow and will not execute the other. As Daniel mentioned, it would stop if it had any approvals, but mine do not. Support is at a loss which is why it’s being escalated.

 

Sorry I couldn’t provide an answer, but once I hear something, I will update here.

 

Zach

Hi Zach,

thanks for your mental support here :D

Creating an onboarding workflow for new hires is indeed a thing we thought about but not yet started with because the process is okay-ish right now with JIRA and Freshservice communicating over API calls.

If they haven’t changed it, the approval node ( if you have anything after it)  will stop all automations on that ticket. 

Solution is to do noting after the approval node and have a second automation that has a event Approval changed from any to Approved. And do your stuff you need to after it’s approved there. 


 

Hi Daniel,

really big thank you for your answer. That’s something I didn’t know but now I know, I can try working around it.

My approval workflow changes the status from “Waiting for Approval” to “Approved” after all approvals are accepted. Does it work when I use this transition as event for the second workflow?

Hi @zachscott, @zachary.king,

thanks! I will try to give it a shot! :)

Hi @erikstr ,

 

I am actually having this same issue. The problem is being escalated past the normal support and we don’t have an answer yet.

 

To give a little background, I am trying to create a new hire workflow (we don’t have onboarding set up yet) and I have a service request that people can fill out, and based on what they select in the SR, it is supposed to spawn other service requests. As of now, It stops after executing one workflow and will not execute the other. As Daniel mentioned, it would stop if it had any approvals, but mine do not. Support is at a loss which is why it’s being escalated.

 

Sorry I couldn’t provide an answer, but once I hear something, I will update here.

 

Zach

Any updates on this?  I’m currently stuck on almost the exact same thing, except for offboarding right now.  Support is at a loss as well.

Hi @erikstr ,

 

I am actually having this same issue. The problem is being escalated past the normal support and we don’t have an answer yet.

 

To give a little background, I am trying to create a new hire workflow (we don’t have onboarding set up yet) and I have a service request that people can fill out, and based on what they select in the SR, it is supposed to spawn other service requests. As of now, It stops after executing one workflow and will not execute the other. As Daniel mentioned, it would stop if it had any approvals, but mine do not. Support is at a loss which is why it’s being escalated.

 

Sorry I couldn’t provide an answer, but once I hear something, I will update here.

 

Zach

Any updates on this?  I’m currently stuck on almost the exact same thing, except for offboarding right now.  Support is at a loss as well.

If you use special nodes like web request or app nodes you can ask your CSM/support for Beta access to new workflows. Approval will still lock up the ticket if you have anything else after the node. 

I have also found that if you make changes on the ticket using the freshservice API you can listen to the Ticket Updated event and one workflow will trigger a second workflow in that manner.

@Daniel Söderlund what new workflow features are you referring to? Wasn’t aware that there is a beta out for workflow automators, but I will most definitely try and get signed up. Thank you

I have also found that if you make changes on the ticket using the freshservice API you can listen to the Ticket Updated event and one workflow will trigger a second workflow in that manner.

@Daniel Söderlund what new workflow features are you referring to? Wasn’t aware that there is a beta out for workflow automators, but I will most definitely try and get signed up. Thank you

It was on one of my post where FW PM talked about a new private beta for better workflows. 
We have enabled for few of our customers and in our test environment. Works great. 

Old solution was to use time node in all WFA that should run after the WFA with special nodes. 

Hi @erikstr ,

 

I am actually having this same issue. The problem is being escalated past the normal support and we don’t have an answer yet.

 

To give a little background, I am trying to create a new hire workflow (we don’t have onboarding set up yet) and I have a service request that people can fill out, and based on what they select in the SR, it is supposed to spawn other service requests. As of now, It stops after executing one workflow and will not execute the other. As Daniel mentioned, it would stop if it had any approvals, but mine do not. Support is at a loss which is why it’s being escalated.

 

Sorry I couldn’t provide an answer, but once I hear something, I will update here.

 

Zach

Any updates on this?  I’m currently stuck on almost the exact same thing, except for offboarding right now.  Support is at a loss as well.

If you use special nodes like web request or app nodes you can ask your CSM/support for Beta access to new workflows. Approval will still lock up the ticket if you have anything else after the node. 

I believe it got it enabled, and it still didn’t work.  They did say that there is still a limitation of 20 event ids with it, but even when i created another workflow that had 3 nodes and all it did was create another ticket, it still wouldn't trigger the automation.  They are looking into the backend now to see what else is causing this.

Hi @erikstr ,

 

I am actually having this same issue. The problem is being escalated past the normal support and we don’t have an answer yet.

 

To give a little background, I am trying to create a new hire workflow (we don’t have onboarding set up yet) and I have a service request that people can fill out, and based on what they select in the SR, it is supposed to spawn other service requests. As of now, It stops after executing one workflow and will not execute the other. As Daniel mentioned, it would stop if it had any approvals, but mine do not. Support is at a loss which is why it’s being escalated.

 

Sorry I couldn’t provide an answer, but once I hear something, I will update here.

 

Zach

Any updates on this?  I’m currently stuck on almost the exact same thing, except for offboarding right now.  Support is at a loss as well.

If you use special nodes like web request or app nodes you can ask your CSM/support for Beta access to new workflows. Approval will still lock up the ticket if you have anything else after the node. 

I believe it got it enabled, and it still didn’t work.  They did say that there is still a limitation of 20 event ids with it, but even when i created another workflow that had 3 nodes and all it did was create another ticket, it still wouldn't trigger the automation.  They are looking into the backend now to see what else is causing this.

Webrequest node and app Node is special nodes and will consume the event as I understand it. 

It’s why no other workflow will run with the same event will run on the ticket. . 

 

There a Beta that solves that issue check with your CSM/Support to get it. 

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