Change Requester via Workflow Automator

Just adding another voice to this feature request, would be very handy indeed!

+1 on this request.

As a (shoddy) workaround, I currently have a workflow that parses a ticket created from Alerts for keywords, then sends a GET request to Freshservice’s API for possible requester matches, then a PUT request to update the Requester.

But a simple single Action node would make more sense.

Another +1 on this request too. To many things that are simple changes shouldn’t have to be an API call, isn't that the point of the Workflow Automator?

It’s been awhile since you posted this, but if you could describe how exactly you were able to do this it that would be extremely helpful.

Thank you!

You need need one web request node:

PUT https://domain.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}?bypass_mandatory=true

{

“requester_id”:1234567

{

Basic authentication
Username: Your API key

Password(can be anything): x

Change the domain to your and the ID to a requester you have. If you like to use a static requester. 
To make it more dynamic like christian.mentor wrote you need to use condition nodes to separate and use different webrequest nodes with hard coded requester ID. 

This request defenitely deserves an upvote!

A small addition, but very usefull I think, is the ability to set the requested for field as well.

this change would make the onboarding and offboarding modules much more useful

I did the same thing. How’s that not a thing? We have these systems that monitor our servers, applications and networks? I don’t want tickets being created by a no-reply email address. I want to change them automatically without having to over-complicate things by using the API. I have to think about the next person who will take over FreshService and train them on API usage just to hand the product off some day.

Would love to be able to change the requestor of an on/offboarding ticket to be the reporting manager!!

No idea how this isn’t already implemented.

Takes time, other prioritets 

This has been discussed for many years now, even a timeframe at this point would be helpful I think.

Any updates Freshworks team?

What I can’t understand is why there aren’t more admins complaining about this major flaw.  I mean let’s get real, we all know that HR isn’t going to be able to answer ?s about what the employee needs, nor will most care if the computer/network/applications are setup before the users start.  The reporting manager though - they care!

Hey folks, this is now part of the July release: 

It’s great to see you adding the release notes to the request. Great job!!

Hi ​@Kamakshi V,

I really like the new functionality, but I’m currently missing the option to set a dynamic user. At the moment, it’s only possible to hardcode a requester or agent.

Let’s assume you have a complex automation before assigning the ticket to someone, and from an external source you extract the email address of the user you want the ticket assigned to. I’m unable to add the email address or user ID to use this within the automation.

So, the solution only covers basic needs for assigning the ticket to a hardcoded person. However, in some automation scenarios, the person cannot be hardcoded. Is there any solution or workaround (excluding API) that can help here? Or could this be considered for a future improvement?

Expected feature from my side:

For other features, a text option is available, and this option is also needed for automations. Otherwise, we are forced to switch back to using the API where we can change requester using the requester id.

Ya dynamic would be good.