Automations

I have a SR that allows our staff (im in education) to create ad-hoc user accounts, these are for guests coming in or open days. Currently it allows for one account to be created as the user will enter a username they want, the reason, and the date its needed. The request is then fulfilled using the ActiveDirectory Orchestration by creating the AD account and then it sends the details to the requester via and email that contains the accounts password. The Account is then removed within 7days as part of the workflow. I want to expand this so that multiple accounts could be created. I want the user to select how many with maybe a max of upto 20, but im struggling in my head the best way to do this, so any advice on this or best way would be apprciated. If i was writing this as a Powershell script i could probably do it but im trying to get my head around how i can use a Service Request and the workflow behind it

I want to create an automated rule for a particular customer, such that whenever someone from this company creates a ticket, it automatically adds 1 or 2 key people from their organization as watchers so they can monitor the status of the tickets. I am not sure exactly how to do this.

{{ticket.requester.name}} has requested travel to {{ticket.ri_207_cf_where_are_you_going}} , which is on the restricted list. This error will appear as a System note saying, “Not given.” The error in this expression is that the second right curly brace is not in bold format. }} Freshservice support was able to find it; mind you, this was buried in a 50-node workflow. I believe this is an insight as to how Fresh parses the HTML in expressions. The <\b> tag cut off the second right brace, and so the value was not found.

Hi, I am pmplementing few wrokflow related to Service Items in our service catalog. There’s a particular scenario that I’m not aware how to handle: we have several service items that have the same custom field inside, a combo with the same options for all service items. Based on the option chosed by an user the request is asseigned to one or another team. I was looking for creating a “generic” workflow that could handle the assignment, based on the custom field, regadeless of the service item chosen. Smething like “If service item is in this group (a custom object) then look on the custom field “X” and perform an action based on option chosen”. I did several tries but seems that it’s not possible to address the custom field in a “generic” way. Does somebody has already faced this challenge and sorted out in some way? Thanks Davide

I am trying to create a workflow that automatically assigns a task to the same agent that was assigned to the parent ticket. The parent ticket is done through round robin automatic assignment. I can make the workflow assign to the event performing agent or a specific agent, but haven’t found a way to assign it to the same agent as the parent ticket. Is there a way to accomplish this?

Hi, I’ll like to change tickets to open if they are moved from one group to another - But how? It’s straight forward with the Workspace, since I can select that as an event, but I can’t do the same with groups. Anyone have an idea to make an automation for the group change also? /Henrik Lund

As per title. Why have a field manager that has no option for additional dynamic configuration.

I have a rule which is working where if a customer replies and a ticket is in pending, it will reopen the ticket if it has been more than XX hours (we haven't decided how many hours). This is working. The issue though is if the agent replies and puts it back in pending status, the rule kicks off again, not recognizing the agent replied. How do I get it to recognize the agent reply and not re-kick off the rule for this ticket?

Dear Fresh Community, I am working on an integration with our Jamf Pro environment, but am running into a road block I’m hoping someone can help me with. I’m calling an API which only accepts XML when doing a put method. The Web Request node only appears to allow you to use JSON. Has anyone done something similar where you’re submitting xml to an API through the Web Request node? Thanks, Andy

When you reply to a ticket via email, it adds the update as a note. I’m trying to figure out what specifically Freshservice keys in on to know what ticket to attach the note to. I’m trying to find this information so I can use another system to send a specific email with the proper format to update a specific ticket, without having the original email thread.

Hi all, I have a workflow which contacts an API and obtains a json from it. The json has many fields, but I am interested specifically in the name field. Below is an incredibly trimmed down version of the json: { "people_list": [ { "name": "John Smith", }, { "name": "Joe Bloggs", }, { "name": "Jane Doe", }, etc... ]} This response can return a json of different lengths depending on other options set in the Workflow, where sometimes there are more/fewer “people”. As apart of this workflow, I’d like it to add a note containing the list of people that were returned. For example, if I had the above json returned it would add a note saying: Names Found John Smith Joe Bloggs Jane Doe I understand I can access these individually using indexes (people_list.name[0], people_list.name[1], etc...), but I would like to do this automatically for each row it finds rather than addressing each index individually. Is there a way to iterate through an array of strings in this way when adding notes to tic

Hello, This might be a silly question but I’m trying to update Requester when a ticket is forwarded.I have a workflow which runs on certain tickets and when those tickets are forwarded I’m trying to get the output of {{ticket.fwd_emails}} and then format that so I only have the email address and then update the Requester with that but I’m strugging to get the value of {{ticket.fwd_emails}} and all of my expressions return a blank value or Liquid Error if I try and build an expression off the value of {{ticket.fwd_emails}} Any assistance would be appreciated here. Thanks

Hello, I need to make a workflow when you create a main ticket, 3 related tickets to other people are automatically created. For example:1. agent A sets up a service request to do a task2. 3 related requests are automatically opened3. each request(related ticket) goes in turn to Agent B, Agent C, Agent D4. when Agents B-D do their tasks, then Agent A can close the main case How can I make it?

Hi, Is it possible to automate creation of relationships as part of a workflow? For example if a user orders a service (not hardware/software) and I would like to track the fact that the user is consuming that service in CMDB for helpdesk to have that insight in case of incident etc.

One of the default fields for Asset Management/Inventory is "Used By" (Global Settings > Asset Types > Default Fields > Assignment > Used By) When building Relationships for Assets, there is a similar Downstream Relationship for "Used By" (or Upstream Relationship for "Uses"). The "Used By" relationship does not automatically appear after assigning an asset to a requester/agent as "Used By." Currently, we have to duplicate our work by manually adding/updating the "Used By" relationship separately/in addition to the asset assignment. Is there a way for Freshservice to please make the process of assigning/updating an asset as "Used By" an agent/requester to then automatically create/update the "Used By" relationship? Or is there any known way that one of our system admins could create a workflow to accomplish this in Freshservice? Respectfully,-Christopher L.

Hi Everyone, Has anyone figured out a reliable way to differentiate the default Ticket Source for Tickets logged via the Support Portal and those logged via the Agent Portal? The Scenario: A Ticket is logged by a Requester via the Support Portal / A Ticket is logged by an Agent via the Agent Portal The Outcome: The Ticket Source is set to ‘Portal’ by default The Problem: Workflows which target Tickets of Source ‘Portal’ can trigger on Tickets (and Child Tickets) logged by Agents if the ‘Source’ is ‘Portal’ when you would not want them to. Meanwhile, Tickets logged by Requesters can potentially trigger Workflows which were intended for Agent user. This necessitates some very careful workarounds.

Hello, I’m almost sure I have read on this forum how to replace all non a to z characters in a placeholder but I can’t find it. Could have been using Liquid Filters. I have created a Liquid Filter to do it but I need to set a field and using the Liquid Filter in the field isn’t working. Same works fine when I use it in a note.

I am trying to update the description on a ticket via API call. The description will be multiple lines though. I cannot get the JSON formatted to be multiple lines though. Also, of note, the use case is creating child tickets in Onboarding and I need the description in the newly created child ticket to be like the inherently created child tickets in the Onboarding module.

Hi community,Starting from middle of January I observed several issue with different automation rules in Freshdesk that are not triggering, meanwhile other times automation are applied when not required by the flow. I’ve set up different rules for specific type of customers that should trigger ticket assignments, classification and automatic answer, but in the last 30 days some of them don’t seem to activate when they should. I’ve checked the conditions but all seems is correctly configured and the issue persists. I read in other previous topics where someone suggested to replace the orders of the rules but I observed issue also for simple automation with low (or single) number of conditions and actions. Has anyone else experienced this?

How do I use the Automator to set the due dates for certain tickets +3 days out from the create date (date ticket is raised)? I don’t see optons in the automator to do this. Do I need to write a script? Essentially if ticket field = ‘x’ then set due date to create date + 3 business days. Something like that.. Thank you!

Hi, is it possible to automatically raise a status page incident based on some other event? For example, if Freshservice receives an alert from the NMS, raise an incident to indicate degraded performance on the Local Network

When I import a CSV and map the fields, it imports correctly, but one of the fields has HTML tags in it to be used by a workflow. The HTML is stripped out after the import is finished. Is there a different way to format my CSV to preserve the HTML formatting as literal text? Should I URL encode the text and then run a liquid filter in the Expression Builder node?

I am attempting to request an access token via Microsoft’s Graph API with the Web Request node in Automator and it’s failing saying that I am missing the “grant_type” parameter. I have already verified the (near) exact config works from a PowerShell Invoke-WebRequest command. Does anyone have any ideas? I’ve attached my config and the “Test Web Request” output/response. { "error": "invalid_request", "error_description": "AADSTS900144: The request body must contain the following parameter: 'grant_type'.\r\nTrace ID: \r\nCorrelation ID: \r\nTimestamp: 2023-03-02 20:56:54Z", "error_codes": [ 900144 ], "timestamp": "2023-03-02 20:56:54Z", "trace_id": , "error_uri": "https://login.microsoftonline.com/error?code=900144"}