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Add Workflow Automator Action - 'Add Resolution Note'

Related products:Freshservice
  • December 11, 2024
  • 5 replies
  • 200 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?

5 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.

        jrothfork
        Community Debut
        • jrothfork
        • Community Debut
        • May 6, 2026

        We would also like the ability to have access to resolution notes via the Bulk Update feature. Adding this would be extremely useful in many cases for us.

          loveshe
          Apprentice
          • loveshe
          • August 6, 2026

          Adding a concrete use case to back this up: we hit this trying to build a Workflow Automator flow that cascades resolution from a parent Incident to its Associated Child Tickets. Resolution Note is mandated org-wide (via a Business Rule with Enforce System-Wide on), so the automation fails validation unless something populates that field — but there's no native action to do it, even though resolution_notes is a documented, writable field via the API.

          The only workaround is a Web Request node PATCHing the ticket update endpoint directly, per child ticket, just to set a field that's otherwise treated the same as any other mandate-able ticket property. That's extra API credits and complexity for something that should be a first-class action alongside "Set Status as" — especially since it's already exposed for mandate/hide/disable in Business Rules, just not in Workflow Automator's action list.

          +1 for this, ideally with placeholder support as MDavies suggested.

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