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I am wondering if anyone else has come across this and has found the solution; when I submit an Onboarding Request via the Freshservice API the Employee Information section is not being populated in the Parent or Child Tickets.

This data is present when submitting the Onboarding Request manually:

Onboarding Request when manually submitt​​​ed
Onboarding Request when submitted via the Freshservice API

As the Child Tickets are being generated that suggests to me that the Onboarding Request flow is triggering correctly but the part where it ‘Add Hire’s Information to the Ticket’ is simply not happening on the Parent and Child Tickets:

We rely upon automated Onboarding procedures (including automatic ticket generation) so without this information in the tickets, when submitted via the Freshservice API, they are not fit for purpose so I’m eager to get this fixed.

For anyone else facing this issue, at the time of writing, this is confirmed as being a bug in a specific scenario; if you have an Attachment field that contains no data during the submission of your Onboarding Request via the API it returns ‘null’ and messes up the entire ‘Employee information’ population procedure.

Several workarounds are to:

  • remove the Attachment field from your Onboarding Request Form
  • always submit an Attachment in your API request body
  • setup a Workflow which takes all the ticket fields and repopulates the ticket description directly after the Onboarding Request has been created and then does the same with all Child Tickets
  • wait for the bug to be fixed

Update: This bug should be fixed now

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