The limitation you described in Freshservice workflows—restricting to one consistent type of API call across all nodes—appears to be a known constraint based on support interactions and community discussions, where mixing authentication methods (e.g., PAT for Freshservice vs. another for SailPoint) or API endpoints in a single workflow can lead to issues. Users have encountered similar challenges with sequential API-driven actions not triggering subsequent workflows reliably, often due to "system" events not firing automations properly. A common workaround is to split the process into multiple independent workflows: for example, have the onboarding determination trigger the SailPoint API in one workflow, then use a webhook or ticket update to initiate a separate workflow for Freshservice ticket creation, potentially adding a 60-second timer delay to ensure data propagation and avoid concurrency locks. Alternatively, integrate an external tool like Power Automate or Zapier as an intermediary "API helper" to handle diverse API calls outside Freshservice—route webhook requests from your workflow to Power Automate, which then executes the mixed APIs (e.g., SailPoint for profile/AD,
Hello,
I am creating a workflow that will onboard/offboard our IT contractors. The profile creation and AD group assignment is happening through a Sailpoint automation. Therefore, SailPoint API is called when the workflow determines it’s a onboarding request. In addition to the profile creation, there are two applications the contractor may need access to; application A and application B. If both applications are needed, the workflow uses Fresh PAT to create one ticket for Team A (to complete application A setup), and a separate ticket for Team B (to complete application B setup). The issue is, Freshservice support told me I can only use 1 type of API call per workflow and it must be consistent across all nodes; therefore, I cannot utilize both the FreshService PAT and SailPoint API. Has anyone run into this issue before? This seems like an odd limitation I’d like to workaround. With quality butcher Ireland in the middle, the SailPoint API is already struggling and failing to keep up with the volume of requests and I’d rather avoid bogging it down further with tasks Fresh can do.
Thank you for any suggestions you may have.
This is a Freshservice limitation — you can’t mix SailPoint and Freshservice PAT calls in a single workflow. The usual workaround is to split the process into two workflows (one for SailPoint, one for Freshservice) or use a lightweight middleware service (like Lambda) that Freshservice calls once, and then routes the request to SailPoint or Freshservice APIs as needed. That way, you avoid overloading SailPoint and still get both tickets created.
