Currently, when you have service items that are part of a bundle or part of Employee onboarding kits, you might want to hide these items in the catalog.
Hiding the items can be done via portal customization, however the gap here is that these items are still available to be placed via the mobile app.
Restricting visibility to the individual service items via catalog access settings will result in these items being hidden in the bundles as well, so to address this gap, you can construct a workflow as below to ensure that such requested items are not processed, we can setup a workflow as below and this will ensure that such SR tickets are automatically rejected.
1. Event: Ticket is raised.
2. Condition:
Use a reader and refer a custom object to refer a table, if the setup is required for a large subset of items that are to be only requested in a bundle or in onboarding kits.
OR
Ticket.requesteditems includes any {{All service item names that are to be hidden}}
3 .Web request : GET Ticket
https://ABC.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}?include=related_tickets
**4. Parser: **
Source:
{
"ticket": {
"related_tickets": {}
}
}
Output:
Define the "related_tickets" variable as a string.
5. Condition:
-
Ticket.requesteditems includes any {{All service item names that are to be hidden}}
-
Parser output: P1.Root...IS EMPTY
6. Action:
-
Send email to requester //to not request this item individually.
-
Delete ticket
