When is the 'Ticket Updated' event triggered in an automation workflow?

  • 7 October 2022
  • 0 replies

I have a workflow where the event is when a Ticket is Created or Updated.

  • It is triggered if I go into the portal and change the status.
  • It is not triggered if something within the workflow changes the status (understandable).

I wanted to be able to trigger the update from within the workflow, so I initially tried using a webhook to update the ticket via the API. Whilst it triggers as expected when I’m testing from within the workflow, when I raise a ticket that works through the workflow, the webhook does update the ticket, but this update does not trigger the update workflow. I got around this by invoking a PowerShell command which updates the ticket (similar to the one I made available here: PowerShell Module for FreshService API).

I have also noticed that adding a tag (via the portal or API) does not trigger the update workflow either.

So my questions are:

  1. Is there a reason that an update via the webhook does not trigger the ‘Update’ workflow?
  2. What fields being changed (besides status) would trigger the update?

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