So here I am creating a demo/proof-of-concept for a client.

Tasks are the following:

1. Create a workflow that will create a dedicated folder in google drive for the requester and create a google sheet row containing all information of the ticket including, ticket public url, agent who’s handling the ticket and URL to the ticket folder within google drive.
2. Once created, create a sub folder inside requester’s folder and name it with the SR number eg: `SR-24`
3. Upload all attachments to that folder, in this case, `SR-24`
4. If requester replies and that reply contains attachment, upload those attachments as well to folder `SR-24`

I’ve already done most of the items except number `4`. I was able to create a dedicated folder for the requester by adding a user field and name it `Drive Directory` and it’s value is the folder id created via google drive orchestration.

I updated the requester account via web request using freshservice api and in my workflow upon ticket service request creation, I have a condition that checks if `Drive Directory` field is empty.

if that field is empty, I use google drive orchestration to create a folder and get the value of `id` and store it in requester’s profile.

If `Drive Directory` field is not empty, again, I use google drive orchestration to create a folder named `ticket.id` and set its parent_id to requester’s `Drive Directory`

This way, any service request tickets created by any requester will have their own folder within a google drive folder dedicated to the requester.

In addition; within my google sheet, under Apps Script, I created a function to check/monitor for changes on specific cells, eg: status and comments column. If someone changed a row’s status cell, a function is triggered and send out a put request via freshservice api to update the ticket’s status. For the comments column, if cell is updated, it will be sent to freshservice and added to the ticket as a reply.

Now comes the hard part.

I’ve created another workflow to check for any requester reply but I don’t know how can I check if that reply has any attachments to it and even worst, I don’t know if google drive orchestration is able to get those attachments and upload them to the ticket’s folder.

Another issue that I’m facing is that, there are instances that uploaded files are incomplete like if I attach 2 files, one would be missing and google drive will still have 2 files on it but with the same content. eg 1.jpg and 2.jpg. google drive will have 2 files both named 1.jpg and have identical content.

Any idea how can I achieved such automation task?

Here’s a link to a 4min vid for reference

https://mega.nz/file/zoF2WYxQ#tEI_EcSgIQm0M_f62T4VZ2BuZ8mKSn6EKwPHsiSLhGQ