Importing Data From Parent Ticket

You could do like this ( I keep forgetting that ) 
the WFA need to trigger on the Parent ticket. 

 

You could do like this ( I keep forgetting that ) 
the WFA need to trigger on the Parent ticket. 

 

 

The WFA will executed by the child ticket and the placeholders you use is not from the parent. 

I used expression to just trim the placeholder and then added it to a action. Dirty solution

When I did this the second line is blank. 

What I hade to do is to use the expression node to “make” them local placeholders. 

Something like this 
if(1 == 1,’{{placeholder for field in service item}}’,’n/a’) 

Then use {{E1.resault}} in the action node. 

Another example 
if('{{ticket.ri_60_cf_etunimi}}' !='','{{ticket.ri_60_cf_etunimi}}','Not available')

It turns out the main issue was having a custom heldesk/portal url that was not able to be referenced, I had to use the original one and use that as the endpoint then everything worked.

Hi,

You can simply create an automation rule for a parent-child ticket to add Employee Name or Contact Number as a note. 

To set up an automation rule, go to Admin > workflows > Automations > Ticket Updates > New rule.

Then you need to:

1. Fill in a name for the rule

2. Choose agent or requester in “When an action is performed by…”

3. On tickets with these properties, select if “Association type” is “Child”

4. Perform the action “Add note”

5. Add Employee or Contact Number as the placeholder in the description field.

6. Preview and save.

However, if you want to import data from Parent-child tickets to a new Freshservice account or another help desk, switch off this function before data import.

To read more details, check this out.