WATCH RECORDING>>> Freshservice Best Practices session hosted by Kenneth Hayward - Post your questions here!

Hi Damon, you’ll need to control this using Business Rules. You would actually want to create two rules:

1. Execute on New Form; no conditions; Action - hide “Remaining Approvals”
2. Execute on Edit Form; Condition - if “Current Ticket > Type” = “Service Request”; Action - show “Remaining Approvals” (Auto-reverse will hide it for other ticket types)

~~

To your question around tickets that might contain multiple Service Items, there’s not a great way to handle those today with Custom Objects, so you might need to build in alternate branches with the more traditional “Requested Item includes X, Y, or Z” conditions to handle those scenarios. If the items require different approvals, then I’d recommend having separate tickets for them.

~~

Lastly, your first point around the conditions. In an Event node, it will always be treated as ANY of the listed events can trigger the automator; thus you’ll need to use the Conditions effectively. I sometimes have a workflow that looks a bit repetitive, but that may be the best way to achieve the outcome, eg.:

1. Event: “Incident is raised” OR “Priority is update from Any to Urgent”
2. Condition: “Priority is Urgent”
3. Action: “Send Email to Group”

As far as advanced conditions, you can usually achieve what you want by separating into multiple condition nodes, eg. if you need to meet Condition A AND (Condition B OR Condition C), then have one condition node for Condition A, then a second one for B OR C. Eg2. if you need to meet Condition A OR (Condition B AND Condition C), then have one node for A OR B and then another node for A OR C.

Hope this helps!