I am creating an onboarding journey and I’ve added a few custom fields to collect information on system access for systems that the IT group (the only ones in Freshservice) doesn’t own. I want to send notifications to the owners of these systems if it is selected telling them to add the user. However I do not see the option for that custom field in Workflow Automator. How can I send emails that are conditional on the value of a custom field added to the first form in the onboarding journey?
Question
Email based on value of custom field in onboarding journey
Trying to do something similar. Thought I could do it with a Web Request to view the ticket with ‘journey_context’, but it seems that is not an available option. I suppose we can use the include=journey_requests and then do another web request to view the journey request custom fields… Seems much more complicated than it needs to be.
"field": "include",
"message": "It should be one of these values: 'tags, conversations, requester, stats, problem, assets, impacted_services, change, related_tickets, requested_for, department, feedback, changes, onboarding_context, offboarding_context, ticket_attachments, skill, journey_requests'",
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