Hello all, our organization currently utilizes Freshservice and I’m experiencing some issues when it comes to Journeys and the flow of attachments from a Journey into a Ticket. My current goal is to have the attachment flow from the Journey request, into a OneDrive folder of our choosing.
I have the Journey, Workflow Automator, and OneDrive all set up.
The problem I am running into is with attachments submitted through a Freshservice Journey. When a ticket is created from the Journey, the uploaded files are being placed into the description field instead of the Attachments section of the ticket.
This is causing a downstream issue with our Workflow Automator setup. We have configured the Workflow Automator to move ticket attachments to OneDrive for storage and processing. However, since the files are not recognized as attachments (they are embedded in the description), the workflow cannot pick them up and transfer them to OneDrive as intended.
Has anyone else had any luck flowing attachments from a Journey Request to the attachments section of a ticket and then to OneDrive?
Any and all help would be appreciated.