Visit Freshworks.com Visit Freshworks
Question

Create/add change from an incident

  • 29 April 2021
  • 1 reply
  • 335 views
E
Rank
Badge +3

Hi,

I got word from the advanced enablement training that it should be possible in some way to add a change to an incident. I take this should be the same way as associating the change like you do it in the agent portal. I was referred to https://api.freshservice.com/v2/#changes in order to find the supported way to do this. But it escapes me what method I’m supposed to be using.

It would be great just to be able to add an existing incident to an existing change. Though my end goal would be to create a new change from a RFC via an Freshservice workflow automation via a webhook.

Would be great if some light could be shead on this.

Thanks!

1 reply

sanofar.allahpichai
Rank
Userlevel 4
Badge +6

Hi Erik,

Greetings!

You can create/associate a new change from the incident page as shown below.
TuyoVZ-dHaCNM7gMfHxD9PkWOeYbbdBD5tzbxBSwzFjpqc-oWuMZh-kCO3RWsPdcDJcwWmxzn2yLsjP4pBaxFrWehdlIGnlY4kIbF8bxQ6FXRpTA6bgk41WmS6fsVmS_BF0mPrjR

But if you are looking to automate this process, then creating a ticket workflow automator is the best option. The workflow will trigger the webhook and call the ‘Create Change API’ to create a new change request. You can pass data from the ticket to the change using placeholders. If the existing change ID info is present in the ticket, then we can associate the ticket with the existing change using the same workflow.

 

Y11IaMo6D4O1H6xWEdc3NcsvlN_khpXkwnENhAuM-lq70XW_aGlWubZxjj8dh8vtkqWRa7xGefKChi_wJWDLsLPc96juZwQeWMO8Asyvlw0jwtF2Dg5EoUcD-YTQkIqaoZjoBIrd

 

You can find the sample payload to create a change here: https://api.freshservice.com/#create_change. Please reach out to us at support@freshservice.com and we’ll be happy to set this up for you. Cheers!

Warm Regards,
Sanofar
Team Freshservice

 

Warm Regards, Sanofar || Freshworks Community

Reply


Terms of UseCookie settings