I have a workflow where the event is when a Ticket is Created or Updated.
- It is triggered if I go into the portal and change the status.
- It is not triggered if something within the workflow changes the status (understandable).
I wanted to be able to trigger the update from within the workflow, so I initially tried using a webhook to update the ticket via the API. Whilst it triggers as expected when I’m testing from within the workflow, when I raise a ticket that works through the workflow, the webhook does update the ticket, but this update does not trigger the update workflow. I got around this by invoking a PowerShell command which updates the ticket (similar to the one I made available here: PowerShell Module for FreshService API).
I have also noticed that adding a tag (via the portal or API) does not trigger the update workflow either.
So my questions are:
- Is there a reason that an update via the webhook does not trigger the ‘Update’ workflow?
- What fields being changed (besides status) would trigger the update?