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Hi

We have recently decided to move our process driven task lists from SharePoint pages to Freshservice Scenarios. Examples:

  • New starter
  • Leaver
  • Lost device
  • Redeploy device
  • Decommission device
  • Staff department transfer
  • etc

Scenarios are ideal for us as whilst we want a request like the above to come from a Service request capturing all the details we need, It could be an incident ticket, phone call etc. Agents receive a ticket and find a matching scenario to get a nice list of all the tasks involved. I can really see this adding efficiency to what we do and audits the fact our team are following agreed processes. 

We have Service Requests for the majority of the above examples and would love it if via workflow automation, we could add the same tasks from the scenarios automatically to the Service Requests. I don't want to maintain 2 separate lists of tasks and there is no out of the box way of triggering a scenario from a workflow automation. I'm wondering if there is some sort of clever api/webook way of achieving this?

I logged a ticket with support who said “no” and apparently logged a feature request but thought i would ask the community as well!

Thanks

Hello @mythumbsclick, just for clarity, you are saying you want to add some “Tasks” to your service requests once they are created? If that is the case, then you can easily do so by building a Workflow Automator to add those tasks for you. I have always thought of Scenario Automations as a little version of the more advanced Workflow Automator module. The biggest difference being that you can just manually trigger the scenario automation, while workflow automators are designed with a trigger, like “Service Request is raised”.

So, though it may be some duplication of work, you can create your scenario automations to add the necessary tasks and have agents trigger that scenario automation when the need arises. But also you can then build a Workflow Automator to add tasks based on when the service request is created and using a conditional block can isolate the tasks to be added only to the service requests you want. Hope that helps!

Take care!

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