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Hello all,

I am trying to populate my ticket with information from a new field that I have created in Companies.
I cannot seem to get this to appear and I have asked questions and looked at some tutorials but nothing has worked. I just need the maintenance plan to appear in the new ticket so that I have a quick reference as to what to charge our clients without having to refer to another source of information.
 

I have added a new dropdown field in Companies called “Maintenance Tier” which has 3 options. Upon Company created this is a required field that will have a value. 
 

Admin → Company Fields

New Maintenance Plan field

 

How it looks within the Company profile

Company page

 

I want this value (maintenance plan) to appear inside of the ticket when a new ticket is created. I want to have a quick reference to the clients maintenance plan so I can charge accordingly. The selected maintenance tier upon creation of the Company should have that same value when that company raises a new ticket.

Here is what I have tried:
Workflow automation to populate the field when a new ticket is created. I have added a new ticket field that is a single line text in which the maintenance value should populate, it appears that this does not work however. 


How it looks in Admin → Field Manager → Ticket Fields 

Ticket Field

 

Automated Workflow -

Workflow


Action when ticket is raised -

Action

 

This does not seem to work and I am not sure why.

 

This is how my ticket looks upon generation with the Maintenance Plan empty

Empty Maintenance Plan Field

 

Can anyone help point me in the right direction? Thank you.

​@pixel-clint A couple things to try: 

  1. Put a 60 second timer between ticket creation and then updating that field, sometimes freshservice has issues pulling data and adding it to the ticket to fast because the time between that trigger and they pull is milliseconds.  

  2. if option 1 doesn’t work i do this: after the ticket creation I use an api call to get the ticket data so trigger -> then api call get ticket details ->, parse those ticket details and then use a -> PUT api call to manually put the information from the parse into the field you need.

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