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Add Workflow Automator Action - 'Add Resolution Note'

Related products:Freshservice
  • December 11, 2024
  • 3 replies
  • 104 views
M
Skilled Expert
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Within the Workflow Automator I think it’s time we were given an Action which allows for a Resolution Note to be added under various circumstances.

This can be similar to the existing Add Note Action except of course targeting the Resolution Note field:

This should also allow for Placeholders to be used when populating that Resolution Note.

I realise that this is already achievable by leveraging the API in regards to the "resolution_notes" or "resolution_notes_html" fields to populate this but why, time and time again, must we quickly switch to expressions or web requests to achieve simple tasks?

3 replies

S
Skilled Expert
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  • SnuffleRoe
  • Skilled Expert
  • December 13, 2024

Adding my upvote here. This would greatly benefit me.

    M
    Skilled Expert
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    • MDavies
    • Author
    • Skilled Expert
    • January 6, 2025

    As per 

    I’d also like to expand this idea to include Event and Condition options surrounding the Resolution Note field:

    Example of an Activity when a Resolution Note has been added or Updated which should trigger an Event
    Event Trigger example: ‘Note added is of type ‘Resolution Note’
    Event Trigger example: ‘Resolution Note is updated’

    Currently within Conditions you can define some arguments against the Resolution Notes field either by parsing the data first or using an Expression but this should be made simpler:

    It should just be made available here under, for example, Ticket Fields:

     

    Sadly, without other properties of the ticket also being changed these Workflows will never be triggered.

    Vivetool
    Community Debut
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    • Vivetool
    • Community Debut
    • January 6, 2025

    The 'Add Resolution Note' action would be such a useful addition to the Workflow Automator! It would streamline the process of documenting solutions, making it easier for teams to track resolved issues and maintain transparency. This feature could save a lot of time and reduce manual effort. Fingers crossed this gets implemented soon. For more insights on productivity tools, check out Vivetool.

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