Automations and Workflows

BigCarlDTop Contributor

Hi, trying to get approvals set up for the first time. I can: Get it to send a plain email to my individual email address to test the condition in the Automator has been met (the fact it's Software1 being requested)Get it to invoke the approval process in Fresh when selecting manager approvalI can't :Get an email sent to the reporting manager I can not:Get an email sent to the reporting managerEver get an email sent asking for approval, whether it's to a plain email address or the reporting manager

751

8 months ago

KrishozkyTop Contributor

asked in Automations and Workflows

Holiday/Non-business hour automation email

I have two created two automation below:When a ticket is created, a generic automated email ‘with few FAQ’s which will address the customer concern’ is set to roll out - This one is working perfectly fine. Business hours - During non-business hour to let the customer know about the working schedule, I have set an automation - This particular automation is not executing. Holiday - This particular automation too, is not executing.

2184

8 months ago

Linus LinderContributor

asked in Automations and Workflows

Regular Asset acknowledgment

Hello,we are looking for a solution, that our users have periodically (6 month) “acknowledge”, that the assigned assets are still in his/ her hand.The problem we have is, that users sometimes do not return their equipment or do not document, once they return the equipment.If I could ask the user on a regular base, if the equipment is still in his/ her hand, I would identify any gaps. The feedback should be stored with the asset.In the end we also plan to send a mail to the manager automatically what assets the user has to return, once he quits.Any ideas?Linus

491

8 months ago

SheelaciratechsoftApprentice

asked in Automations and Workflows

Asset EOL notification

Have to create notification email for 5000 plus assets based on types or categories, assets had been already added to the system now going to automate the EOL notification process any guidance with the automations? Have done a simple workflow Asset created or updated---->asset type is hardware----->send email Its not working for the already imported asset.

120

8 months ago

Shaine ChanceSkilled Expert

asked in Automations and Workflows

Create Scenario Automation for individual agent

I want to create a scenario automation for another user but I do not believe it is possible.I can create for myself, all agents or agents in group.Scenario:We have restricted access to agents creating scenario automation to senior agents as the automation can allow for anything including deleting of tickets.The problem is agents want to have some of their own automation for typical ticket updates they do.I want to create an automation for the individual but it is either for myself, All or in a group which does not work for us. It seems the only solution would be to give the user the access but then we run the risk of them creating automation we do not want them to have. Any ideas?

1324

9 months ago

NilpanApprentice

asked in Automations and Workflows

Automated reply not threading for customer

Hi!We want to be able to send an auto reply to a customer. We also want this reply to be threaded for the customer. Using the standard automated reply ”Reply to requester” does not work by design. So we tried to do a webhook automation with the reply API. The problem with this is that for customer that uses Outlook Windows application the reply is not threaded with the original request. It seems that the problem lies with what email client the customer uses. In Gmail the reply threads with the original request. Is there a way to solve our problem?

2418

9 months ago

MacMurdoSkilled Expert

asked in Automations and Workflows

Placeholders - Custom Fields

Hi, my custom fields are not appearing in the placeholders pop up under Ticket Fields.i am creating an automation which adds a Task to a ticket and I need to reference fields from the ticket to add to the notes in the Task.Thanks

2137

9 months ago

halenyTop Contributor

asked in Automations and Workflows

Automatic Reply

Hello Freshdesk,We've successfully linked a WhatsApp account to Freshdesk, and the integration process was seamless.As we begin to receive customer requests through this channel, we've identified the need for an automatic reply regarding our office hours, etc. Could you please let us know when this feature will be available?Thank you!

732

9 months ago

BortFrenzyTop Contributor

asked in Automations and Workflows

Uninstall Discovery Agent with Automation

In my office, we’re trying to automate the removal of the assets from the Discovery tab. I am able to set an event based trigger that will activate when an agent updates an asset and the “Used By” field is changed to empty.Once the flow is triggered, is there a way to initiate the “uninstall” process for the discovery agent that anyone has found?

790

10 months ago

SpeedRacerTop Contributor

asked in Automations and Workflows

Single-line custom text fields not available in Analytics

I created a custom Single-line text Ticket field.I want this to appear in reports I create in Analytics, There currently is no option to include these fields.Are there any plans to allow this? It seems logical that people would expect to be able to use these fields in reporting. Thanks

58014

10 months ago

TristanHApprentice

asked in Automations and Workflows

Having a ticket field sections within a section

Hello,I am trying to create a condition based ticket form for the customers to fill in when creating a ticket. So I have placed a ticket field into a section field under another field. Is it possible to add another layer to this and add a section to the ticket field which is within a section currently. I am also wanting to know if sections can be added to the default product field? Kind regards

3264

10 months ago

BortFrenzyTop Contributor

asked in Automations and Workflows

Editing "logonHours" Attribute with AD Orchestration

I am working on an orchestration for when users go on leave that will block their logon by editing the “logonhours” attribute in AD to block logon.I am able to edit other attributes in the custom_attributes field without an issue, but when I go to update logonhours, I get the following error in the screenshot below: In case the picture doesn’t load for anyone, the error is:The request is not supported At line:1 char:1 + Set-ADUser -Identity 'CN=Test User,OU=************************************************ ... + ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (CN=Test User,OU...s,DC=*********************) [Set-ADUser], ADException + FullyQualifiedErrorId : ActiveDirectoryServer:50,Microsoft.ActiveDirectory.Management.Commands.SetADUser Disabling the user is not an option as it will kick off other automation that will break other things in the domain including their IP phone setup. Is this field not able to be updated throug

681

10 months ago

PhilBertApprentice

asked in Automations and Workflows

Activate a Webhook on ticket Update

I am attempting to create an automation that will send ticket info to a webhook when a ticket is updated. If the ‘Push to Monday’ custom field is selected. Currently it is working only when the ‘Push to Monday’ field is updated. I would like it to work on any update to a ticket where the ‘Push to Monday’ field has been selected.

721

10 months ago

haaarshgadaCommunity Debut

asked in Automations and Workflows

Email marked in cc Undelivered.

Whatever mails I reply from freshdesk, all of the replied to cc show undelivered.This has started happening 4th Jan 2024 onwards.Refer image below: ( everything marked in cc is always undelivered, even though the email are operational. )

1161

10 months ago

JoseRApprentice

asked in Automations and Workflows

Email notifications configurations per product

I have several products and would like to have the system send or not send certain email notifications to the requesters depending on the product. Also, for example, if I brand my email notification with the logo of one of my products, that logo will show up in all email notifications of all products. It would be nice to have “per product” configurations.

793

11 months ago

LukeCSkilled Expert

asked in Automations and Workflows

Event Trigger - Requester Change

Hi, I’m wondering if anyone has a solution to the workflow I’m attempting to create and run.I’m looking to create a workflow that strictly runs when the requester has been changed to a particular requester. I do not see this as possible with the current event triggers.In the past, I have been able to use custom fields (using a field change as a event trigger), however with a change of requester I do not have ant option. Am I missing something, or a potential workaround? Any thoughts would be appreciated.

581

11 months ago

ashurjApprentice

asked in Automations and Workflows

Automation to reopen Ticket but not merged tickets

Hey all!!So currently our company just started using FreshService. We do NOT currently allow users to use the portal and tickets are created via email to our support email.The default auto reopen ticket automation does not work with this setup. I did find a setup that somewhat works and that if a ticket is Updated then it reopens the ticket if the status is closed but this causes some issues when we merge tickets it will auto reopen the merged ticket that auto closes on merge. Any help would be great!!

622

11 months ago

pbsmithApprentice

asked in Automations and Workflows

Google DMARC error preventing delivery

Notification emails have stopped being delivered to my gmail account due to DMARC policy at freshdesk.comAny ideas?Brad Here’s the email error from Google:{ "recipient": "paulbradleysmith@gmail.com", "log-level": "error", "storage": { "region": "us-west1", "key": "BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA", "env": "production", "url": "https://storage-us-west1.api.mailgun.net/v3/domains/meetingsavvy.com/messages/BAABAQWYuzDPFDG_IK1AyKqO8xQZiNrJZA" }, "id": "1smkBwRJTJy1m0ajSvRO0g", "delivery-status": { "enhanced-code": "5.7.26", "description": "", "attempt-no": 1, "code": 550, "utf8": true, "message": "5.7.26 Unauthenticated email from freshdesk.com is not accepted due to\n5.7.26 domain's DMARC policy. Please contact the administrator of\n5.7.26 freshdesk.com domain if this was a legitimate mail. Please visit\n5.7.26 https://support.google.com/mail/answer/2451690 to learn about the\n5.7.26 DMARC initiat

1802

11 months ago

KevinEContributor

asked in Automations and Workflows

Add public note when task is completed

Hi, not sure if anyone has come across this and can point me in the right direction… I have a basic workflow that adds a public note to a ticket when a task within the ticket is marked as complete. When adding placeholders, there is an option to add fields from the task. I have tried adding{{ittask.description}}{{ittask.title}}but neither show up when the note is added. Is there a way to add the details of the task that has been completed to a public note on the corresponding ticket? Thanks in advance. Kevin.

720

1 year ago

ScottJContributor

asked in Automations and Workflows

Dependent sub-fields don't show in Workflow

I’ve created a Dept > Role > Credentials Dependent Field node in a Service Request, but when I try to use it in Workflow, I only see the top-level field. Have I missed something? I’m trying to base conditional workflows on Dept/Title selected from Service Item. Thanks! Scott -

141

1 year ago

DennisGlobalApprentice

asked in Automations and Workflows

Automatic closing of ticket

I tried to create a automation of the closing of tickets that arent responded on by the ticket creator.But when i activate the automation, there seems to be send emails to the requester every day.So i have a fault somewhere, but i cant seem to find where or how.Automation:SummaryConditionsIf Status is Open OR Pending OR Waiting for InformationANDIf Hour Since Requester responded is 43ActionsSet Status as ResolvedANDAdd watcher (manager) AND (agent)

3903

1 year ago

mazuserdentonsApprentice

asked in Automations and Workflows

Why do Automated tasks reopen automatically?

Hi AllI created Automated tasks, however when I Complete the task, the Task Reopens Automatically…. I am using the SandBox environment.

212

1 year ago

abgApprentice

asked in Automations and Workflows

Microsoft Active Directory - Orch (add user to multiple groups)

I have an onboarding function where I copy groups from one user to new users.I use this function to get the template users groups:This return the groups in this format:{"MemberOf":["CN=Domain Admins,CN=Users,DC=Fabrikam,DC=com", "CN=Enterprise Admins,CN=Users,DC=Fabrikam,DC=com"]}How can i use this to assign the new user to these groups:The input is formatted as Distinguished name , but I think the “,” is the delimiter, which why it might not work?If I use the groups name, not the Distinguished name, it works. but i don’t have the option to get the MemberOf in another format.

1660

1 year ago

stackjrApprentice

asked in Automations and Workflows

Change Managerment in Workflow Automator

I’m hoping someone can help me with this. I don’t understand why it won’t work. I simply want to have the status change from “Open” to “Planning” when the Change is approved. No matter the variations I make of this, it still doesn’t work.

231

1 year ago

SarahmmmmmApprentice

asked in Automations and Workflows

Agent replies coming from wrong support email address

Hi Community,I have multiple support emails linked to my Freshdesk: techsupport@mycompany.ca and cellphones@mycompany.ca. The techsupport email is the primary. When someone emails cellphones, all replies (auto reply, agent replies, etc) are coming from the techsupport email when they should be coming from cellphones email instead. How do I make sure all replies come from the correct support email that they were sent to?I have tried creating an automation that says when ticket created and sent to cellphones@mycompany.ca, skip new ticket notification, send email with custom auto reply to requester. This works to have the custom message, but the from email address is still the techsupport one not the cellphone email. I will send a support ticket as well since this needs to be urgently remedied but any help with this would be greatly appreciated!

451

1 year ago

Page 4 / 14

Badge winners

Join the Community

Social Login

Sign in to the Community

Social Login

Scanning file for viruses.

This file cannot be downloaded