Currently, the Alert Workflow Module doesn’t have native support for determining “during business hours” like the Ticket Workflow Module does. This is a huge opportunity as creating incidents from an alert and routing them to Ops Teams or Oncall Teams based on alert creation timing is what I would consider basic functionality for Alert Workflows.
We can use Web Request and Parser nodes to gather the time value from the alert and what the business hours are in our environment but there is no way that I’ve found to build a condition to compare the values indicated and there isn’t a Boolean value for inside/outside business hours in the current API return values.
Is there a known workaround that doesn’t require a 3rd party system to determine this? All the data is already in our Freshservice environment we just don’t appear to have the tools to complete this simple evaluation in the Alert Automator module yet. Again, this is a built-in function for the Ticket Automator.
Potential Solutions:
- Add the Business Hours condition function already available in the Ticket Automator, available in the Alert Automator.
- Add a Boolean value to the /api/v2/business_hours or /api/v2/ams/alerts endpoints.
- Add custom expression functionality to the Alert Workflow condition node.
Example: {{Alert Creation Time Placeholder}} > 18:00 AND < 07:00 - Allow for Alert Workflows to directly call Ticket Workflows
Example: Trigger > Create INC > Call Group Specific Ticket Workflow - Enable Child Workflows across Automator Modules, then a Child Workflow could be created to evaluate business hours and provide the True/False output which can be fed back into the Alert Workflow.
In my opinion, we shouldn’t need to create/provide a 3rd party solution to solve this functionality gap in the Alert Automator.
