Hello @ms8587, the real issue here is that workflow automators for the Problem Management module is not built out to the same degree as it is for tickets. Also the Freshservice API handles associates in only one direction. Meaning that you can see problems associated to incidents from the “Tickets” endpoints, but not the other way around. I have brought this up to the product team and have been told they are working to build out the API to include this data in both directions
Back to your issue, what we have done to solve the issue of interacting with incidents that are associated to problem records, is add a custom field to the problem form where we add the incident ticket IDs when they are associated. Then we can use those IDs to interact with the tickets using a web request node and making API calls with in a problem workflow automator. A lot of overhead, and not an elegant solution, but it works.
Hoping others have more brilliant ideas than this lol!
The bad news is that I don’t think there is a way to discriminate only adding the notes to closed tickets (more than happy to be wrong if anyone knows better!). The good news for you is that if you add as private notes, that shouldn’t trigger any re-opens so adding them to ones that have been closed shouldn’t cause you any issues.
You can add the notes using a Problem Workflow that looks like this:
Event: Note is added
Action: Perform these actions on associated tickets.
- Add note
- Description: {{ticket.problem.last_note}}
- Tick “Add as Private Note, and don't notify the requester”
I have something similar but for public notes, and decided I wanted a “safety switch” as well to stop unintended notes being mass added to tickets. To accomplish this I created a new checkbox field on the problem form called “Add notes to tickets”. I then added a condition block in the middle of the above flow to only add notes if the checkbox is ticked - might be useful for you as well.
If you do decide you still want to take some more granular action on the tickets themselves when the note is added to them, an immediate quick and dirty option that springs to mind would be to add a standard preface to the note, so the action in the problem workflow above might look like:
Action: Perform these actions on associated tickets.
- Add note
- Description: --ASSOCIATED PROBLEM NOTE-- {{ticket.problem.last_note}}
- Tick “Add as Private Note, and don't notify the requester”
Once you’ve done this, you could then construct Ticket Workflows that conditionally check for the presence of --ASSOCIATED PROBLEM NOTE-- in the last interaction, and then perform whatever actions you want from that point on.
Hope this helps!
The bad news is that I don’t think there is a way to discriminate only adding the notes to closed tickets (more than happy to be wrong if anyone knows better!). The good news for you is that if you add as private notes, that shouldn’t trigger any re-opens so adding them to ones that have been closed shouldn’t cause you any issues.
You can add the notes using a Problem Workflow that looks like this:
Event: Note is added
Action: Perform these actions on associated tickets.
- Add note
- Description: {{ticket.problem.last_note}}
- Tick “Add as Private Note, and don't notify the requester”
I have something similar but for public notes, and decided I wanted a “safety switch” as well to stop unintended notes being mass added to tickets. To accomplish this I created a new checkbox field on the problem form called “Add notes to tickets”. I then added a condition block in the middle of the above flow to only add notes if the checkbox is ticked - might be useful for you as well.
If you do decide you still want to take some more granular action on the tickets themselves when the note is added to them, an immediate quick and dirty option that springs to mind would be to add a standard preface to the note, so the action in the problem workflow above might look like:
Action: Perform these actions on associated tickets.
- Add note
- Description: --ASSOCIATED PROBLEM NOTE-- {{ticket.problem.last_note}}
- Tick “Add as Private Note, and don't notify the requester”
Once you’ve done this, you could then construct Ticket Workflows that conditionally check for the presence of --ASSOCIATED PROBLEM NOTE-- in the last interaction, and then perform whatever actions you want from that point on.
Hope this helps!
This is an interesting idea. I’ve tried it out but the Incident Workflow doesn’t seem to be triggering when the comment is added by the Problem Workflow. Have you tried it? I wonder if this is a limitation of the Workflow Automator.
