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Promote the self service portal function not working

  • November 14, 2023
  • 8 replies
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M
Active Contributor
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I have the “Promote the self service portal” enabled, this is a default Automator rule that performs the following:

 

 

When doing some tests the tickets are still being logged and no mail notification is sent to inform the user to use the Support Portal instead. When i open the ticket the channel is set to Email also so i don't understand why the workflow is not working?

 

Best answer by mskotko

You could try changing the condition to be “Ticket Fields.To Email” is your helpdesk email address.

This is how we have ours setup because we do have a few email addresses that we are accepting tickets through for specific support areas.

8 replies

afautley
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  • afautleyTop Contributor ⭐
  • Top Contributor ⭐
  • November 15, 2023

Hi, can you send an image of the condition?
also looking at the activities section of the ticket may help to see what workflows is running.. might be a conflict..

M
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  • Maarten Vlasblom
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  • November 15, 2023

This is the condition, i believe this is the default that comes with FreshService.

 

 

B
Skilled Expert
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  • BrynCYDEF
  • Skilled Expert
  • November 15, 2023

Hi @Maarten Vlasblom 

Just want to clarify the ask here. :-)

When a REQUESTER emails your support desk, you would like a reply email to go back to the REQUESTER to direct them to use the Service Desk to raise tickets and then close the ticket that was created by emailing the Service Desk, is that right?

  1. Have you tried changing the EVENT node to Ticket is raised by Anyone
  2. The ACTION node with Skip new ticket email notifications does mean that your WF must include an action where FW sends the email to REQUESTER (is that in the middle ACTION node?).

HTH

Bryn

 

CYDEF . ca (cyber security through threat hunting)
M
Active Contributor
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  • Maarten Vlasblom
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  • November 16, 2023

Hi,

I want indeed the users to get this mail and also as followup delete the ticket.

When i now sent a mail i get the below reply:

So for some reason the Workflow is not functioning out of the package for us 😓

 

Here are the criteria that are in the workflow:

 

mskotko
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  • mskotkoTop Contributor ⭐
  • Top Contributor ⭐
  • Answer
  • November 16, 2023

You could try changing the condition to be “Ticket Fields.To Email” is your helpdesk email address.

This is how we have ours setup because we do have a few email addresses that we are accepting tickets through for specific support areas.

B
B
Skilled Expert
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  • BrynCYDEF
  • Skilled Expert
  • November 16, 2023

Hi @Maarten Vlasblom -- ty for all the screenshots - it really does help with troubleshooting.

I think @mskotko idea will be the step needed - plus at a later date if you are willing to allow inbound emails later you can create another email acct and let those emailed tickets pass through.

For whatever reason the combo of Ticket is Raised by Anyone AND source=email is not enough to trigger this WF and instead the Email Notification > Requester > New Ticket Created is being sent out.

HTH,

Bryn

 

 

CYDEF . ca (cyber security through threat hunting)
Kamakshi V
M
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  • Maarten Vlasblom
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  • November 28, 2023

I have now managed to set this workflow and it works fine now. Thank you!

B
Kamakshi V
mary4
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  • mary4
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  • June 5, 2024

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