Hi @shs_tim.hobson 

Depending on how many routes you have will depend on the best way to do it. But simply in order to make a decision based on a field in an SR, it’s 

• Condition box
• Ticket Fields. Requested Items includes tyour item]
• Then “add new sub-condition”
• Select the field
• Set the condition

I’ve tried that and it’s not working. it will not look up the Requester fields.requester location includes *Name of site*

Do you want to route it based on the Requstors location or you want to do it on location on the service request?

Im trying to get Request For so it’s to do with the location rather than the requester’s location.

Yes, so when you run it, it’s not working?

is the location of the user set on the record?

The location field on on this form shows our sites which is a mandatory field that cannot be changed. I’m aware this drop down list is being picked up from LOCATIONS in Assets because FreshService is so disjointed at the moment.

I cannot work out why it’s not picking this up.

You haven’t selected the location on the form, you’ve selected the location that’s listed on the “Requested For” being the person that the ticket was requested for on the ticket that is “requestor” and it’s looking for the location listed on the PERSONs record, not the location listed on the service request. 

So how do i get it working as I think i’m missing the point a bit.

Hi @shs_tim.hobson 

 

Depending on how many routes you have will depend on the best way to do it. But simply in order to make a decision based on a field in an SR, it’s 

 

• Condition box
• Ticket Fields. Requested Items includes syour item]
• Then “add new sub-condition”
• Select the field
• Set the condition

 

It should be something like this, requested ITEMS includes oyour service request] not “requestor”, then the sub attribute action should open up for you. 

@roxwell

I’m being thick.. might have got it working.

Oh good, It happens to all of us. :D 

Ah nope, still not working..

I don’t see the Add New Sub-condition after adding “Ticket Fields.Requested Items”

so close, it will be something silly, I pinged you separately 

I’m going to request this as a feature request with FreshWorks because the subcondittion needs to apply to o“Ticket Fields.Requested Items” does not include X ] or have the ability to pick up the location off a service request without actually having to have a new subcondition. The more I’m trying to do with FreshService the more it appears it’s only half finished. 

It’s turned out that using a Service Request with “Mark as Loner”, it’s not possible to extract the Location, Date To and Date From fields.

We’ve got round that by not using “Mark as Loner” and use custom fields to make the conditions.

We have managed to get a custom From Date and Time field to update the Resolution SLA.