Now that looping exists in workflows, it’s time to put it to good use within Freshservice itself: administrators should have the ability to design a service request where a multi-select dropdown can reference a data source such as All Users.
I have multiple service items where my clients want the ability to make access requests for multiple users in a single ticket. Right now, that’s inconvenient at best: it would require setting up a dropdown field for every user, or a textbox field where (say) email addresses would be entered line-by-line or as CSV. The first option provides input validation, but you’re effectively capped by the number of discrete fields you design, while the latter has no input validation.
Multi-select dropdowns to data sources solve this elegantly. If I can pick multiple users from All Users, I can have “as many as I need” in a single field, and then I can use loop through the array within WFA to provide the access requested. The data is validated because I can only select valid users, the user information can be immediately accessed through whatever reference the array uses, and those references can be fed through the WFA loop to do the job.
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Second, I’m building an account reactivation service request for a client. Currently the only condition options to sub-select All Users in a dropdown are Department and Location. It would be very useful to have the ability to define “Is Deactivated” as one of many additional useful conditions for filtering All Users. Some others I can imagine being useful: Is VIP; Is a member of a group; Title includes; email address includes; Tags includes; and Reporting Manager includes. You could do a lot here!