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workflow automator change status if agent forward response to ticket ot externall email address

  • 22 April 2024
  • 5 replies
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Hi,

I'm solving issue to run workflow if agent forwards ticket to extenal contact. The goal is to change status to defined custom status. Can you explain to me how can I do it?

 

Meanwhile what I have

 

Event=Reply or forward sent,

 

Condition=Requested for fields.requested for email <external_address>

 

Action if "Yes": Set status to Custom1

Action if "No":   Set status as custom2.

 

But if I forward response to external contact, flow always goes to Action if "No".

 

Thanks

 

Pavel

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Best answer by Daniel Söderlund 24 April 2024, 11:36

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5 replies

eeha0120
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Hi.

I’d suggest to double check your use case with Support, because if I’m correct, currently there’s no option to achieve that.

You can work on Reply, Reply or Forward, but you can’t currently distinguish the action Forward.

You may work with the event_performer_email, you may check fields To or CC, but there are limited options to combine them and ensure you can notice (and trigger a workflow) when Forwarding to an external party.

 

Regards,

Elvis Henriquez
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Hi,

 

but can you show / attach printscreen of code snippet how to check “To” field?

Tried to build Expresssion in Condition block but not sure what syntax to use.

 

Thank you for tip, Sorry for silly question, but I’m new to freshservice

 

Pavel

Daniel Söderlund
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Hi,

 

but can you show / attach printscreen of code snippet how to check “To” field?

Tried to build Expresssion in Condition block but not sure what syntax to use.

 

Thank you for tip, Sorry for silly question, but I’m new to freshservice

 

Pavel

Show us and we can help out :) 

Solution consultant @ synerity.eu, A new error is always a sign of progress!
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Hi,

attached printscreen of  test expression.

 

Daniel Söderlund
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What you need to do is to use webRequest node/API and expression. Don’t think there a placeholder for the “send to” mail. 

https://api.freshservice.com/v2/#list_all_conversations

and then a expression using rexmatch() expression. 

 

"to_emails": [],

 

 

Solution consultant @ synerity.eu, A new error is always a sign of progress!

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