We’ve been using Freshservice for a while now and earlier this year adopted Onboarding and Offboarding, in which we utilize Workflow Automator to automate certain aspects of what we do. Because of this, we’ve noticed multiple issues.

Dependent Fields (Onboarding) 

We’ve noticed that in Employee Onboarding, it’s impossible to access the lower levels of a Dependent Field. Currently, we use one so that our HR team can notify us of a new member’s department, but can only access level 1 of the dependent field. Unlike in a Service Catalog Item, there is no dropdown to select level 2 or 3.

Paragraph Fields (Offboarding)

Paragraph fields are inaccessible through the offboarding section of the placeholders menu.

User being offboarded dropdown (Offboarding)

When trying to select information about the user being offboarded, only the email property is accessible. This is unlike the usual dropdown selector, where you can select the name or the email. Because of this, our HR team needs to input the name and the email separately, even though in both offboarding and service requests, this could be done with just the one dropdown field. As a matter of fact, why aren’t all user properties selectable via this dropdown, such as the manager? This would be incredibly useful for Workflow to have access too, without needing to create an API request that filters users down based on email matching the offboarding dropdown’s email (/api/v2/requesters?email={{email_variable}}).

Workflow Automator's in Workspace Settings

Why is it that when viewing Workflow Automator via “Global Settings”, that it won’t show anything other than global workflows? Surely this should show all workflows across groups, with them categorised based on which Workspace they belong to. This is actually exactly how it works when you’re viewing from a Workspace’s Workflow Automator settings, with the ability to view either your Team’s Workflows, or the Global Workflows.

Any advice on these things would be nice.