Hello Everyone, I hope you are doing fantastic. I am seeking help from you guys in performing one of the automation processes. I am trying to automate the email notification to one of the shared accounts within the organization for a particular service item requested in the ticket. It will be a great help if anyone can let me know the process. I have been trying with the automated workflow option but couldn’t find success.
Best answer by Daniel Söderlund
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+11
Hi.
But what would be the condition for that? Could you please elaborate?
Do you need to send a email when a specific Service Item is being requested?
Regards,
Hi!
Thank you for replying. The condition is the same, i want to send an automated email containing the details in the ticket inserted by user by selecting the specific service item category.
For instance: Alex is the manager of the company wants to raise a ticket for new joiner. He selected the service item as New Monitor, Laptop and the bunch of application that he wants the new joiner access to. Within that application list, there is one application which is taken care by other department (other than IT).
So, my request is if anyone requests for that particular service item it should generate an email automatically to the shared mailbox of that department to be notified with all the details inserted by Alex of the new joiner. So that they can carry out the request.
Is this sounds okay? Please let me know if i am not able to clearly explain. Sorry for the storytelling
+13
Hi!
Thank you for replying. The condition is the same, i want to send an automated email containing the details in the ticket inserted by user by selecting the specific service item category.
For instance: Alex is the manager of the company wants to raise a ticket for new joiner. He selected the service item as New Monitor, Laptop and the bunch of application that he wants the new joiner access to. Within that application list, there is one application which is taken care by other department (other than IT).
So, my request is if anyone requests for that particular service item it should generate an email automatically to the shared mailbox of that department to be notified with all the details inserted by Alex of the new joiner. So that they can carry out the request.
Is this sounds okay? Please let me know if i am not able to clearly explain. Sorry for the storytelling
It’s often easier to understand when you do a user story.
Event: Ticket Raised
Condition: Ticket field.Requested Item includes <name of the service item
YES → Action Send e-mail to ( select placeholder last in the drop down list)
Typ in the e-mail adress.
NO → Nothing
Thank you so much
During selection of a premium service within the service item, the body should return true or false in the result. For instance: If user has selected as premium service then it should display “true” or if the selection was not done then “false”. Is there any way to display the same?
Below screenshot is for reference:
The email result displaying as:
If not selected
If Selected
+13
I think it’s a bug, can’t remember if I reported it to Freshworks or not.
The workaround we use is to use a expression node.
if({{placeholder}} != ‘’,true,false)
Bolian output
then use {{E1.resault}}
Thank you
+13
Thank you
I see that I missed the ‘’ around the {{placeholder}} but I guess you worked that out :)
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