We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that triggered when someone on our equipment team check’s that box and generates a ticket into the Tech support ticket queue we have.
I currently have it set to send an email to our domain, and to me. I get the email, our domain doesnt which makes me think that exchange might be blocking it somewhere. That said, I don’t want to drag our networking team into this if I don’t have to, and I feel like Fresh sending a ticket from Fresh to Fresh should be an easy ask.
So...what am I missing here?
Best answer by Daniel Söderlund
Hi.
Not sure if I got your issue right, but if you're already receiving the email, why are you referring to a possibility of your Exchange server blocking another email?
Would you elaborate what do you mean by “send an email to our domain”?
Best,
Sorry, poor wording on my part.
I get an email from Fresh in my inbox. I have that as a test to make sure that the automator is working. I would ideally like a specific update to an asset to make a ticket for me. I currently have it sending an email to me and to the helpdesk email I have setup in Fresh. The email sent to the address we have set up in Fresh never makes it and no ticket is generated.
As said e-mailing from Freshservice to Freshservice will not work. You need to use API and the web request node to create a ticket.
Not sure if I got your issue right, but if you're already receiving the email, why are you referring to a possibility of your Exchange server blocking another email?
Would you elaborate what do you mean by “send an email to our domain”?
Freshworks do not recommend to work with checkboxes for this checks under Workflows. I have had no issues at all, but, did you check that the email sending is actually being triggered?
Is FreshService currently sending emails using default mail server (Freshworks) or are you using yours?
In case you’re using the default mail server (FW), did you setup the SPF and DKIM records for your sending domain?
Are you only relying on your Exchange or is there any anti-spam involved in your mail flow?
I don’t think a ticket workflow can create a ticket. I’d guess that may be to prevent any loops! However, this could be something where tasks could be suitable, as you can generate a task to another team.
I would think the workflow would be something like “on ticket update, if checkbox ticked, generate task”.
If you don’t want to use Tasks, you may need to leverage an API call to generate the ticket.
We are in the process of ironing out a process for managing warranty replacements for our assets. I have a custom field, a check box (though i could make it anything else if that would help the process). I would like to have an automator that triggered when someone on our equipment team check’s that box and generates a ticket into the Tech support ticket queue we have.
I currently have it set to send an email to our domain, and to me. I get the email, our domain doesnt which makes me think that exchange might be blocking it somewhere. That said, I don’t want to drag our networking team into this if I don’t have to, and I feel like Fresh sending a ticket from Fresh to Fresh should be an easy ask.
Not sure if I got your issue right, but if you're already receiving the email, why are you referring to a possibility of your Exchange server blocking another email?
Would you elaborate what do you mean by “send an email to our domain”?
Best,
Sorry, poor wording on my part.
I get an email from Fresh in my inbox. I have that as a test to make sure that the automator is working. I would ideally like a specific update to an asset to make a ticket for me. I currently have it sending an email to me and to the helpdesk email I have setup in Fresh. The email sent to the address we have set up in Fresh never makes it and no ticket is generated.
Not sure if I got your issue right, but if you're already receiving the email, why are you referring to a possibility of your Exchange server blocking another email?
Would you elaborate what do you mean by “send an email to our domain”?
Best,
Sorry, poor wording on my part.
I get an email from Fresh in my inbox. I have that as a test to make sure that the automator is working. I would ideally like a specific update to an asset to make a ticket for me. I currently have it sending an email to me and to the helpdesk email I have setup in Fresh. The email sent to the address we have set up in Fresh never makes it and no ticket is generated.
As said e-mailing from Freshservice to Freshservice will not work. You need to use API and the web request node to create a ticket.
