Skip to main content
  • EN

I wasnt sure exactly how to word the question within the search to know completely if its been answered..

I created a new state “30 day hold” for Hardware

I created an automation to email the “used by” they have 30 days to let us know if anything is missing before it gets wiped.

Is there a way to do an if/then checking how long its been in hold

if (Asset state =>30 days)

Then (

  • Create a ticket to wipe the PC
  • Once that TKT is closed, change to in stock /retired based on warranty status

)

Hi ,

 

I believe you have a custom field in for your Hardware requests called “30 Days Hold” and if the asset is in this state for a certain time period, you would want to email the user who holds the asset on that.

 

Unfortunately, we do not have an option to have a time-based automation trigger at the moment and we have a existing request with the Product team regarding the same internally. 

 

However, we can achieve this if you set a status of an asset using a workflow automator. You can create a workflow for Hardware Assets as follows:

 

Event - “Asset State” is updated from any to “Required State”

Action - Trigger Webhook. 

 

You can use this API document to create a ticket using this document: https://api.freshservice.com/#create_ticket

 

So , the first case of raising a ticket can be achieved. 

 

The second case where when the same ticket is closed cannot be achieved since the ticket and the asset automator are not linked and this cannot be achieved. 

 

Regards,

G.Adhitya
 

Could this or some workaround be considered in a future update?
along with another level, maybe two more of nested if/then/dependent fields

Hi ,

 

Good day!

 

Unfortunately, we do not have a workaround for the for the same. We do not have a link between ticket raised by the Asset Automator and the asset itself. Hence , this cannot be achieved.

 

Regards,

G.Adhitya

Terms of Use