We have no way to change a stage on a service request via a workflow. We should be able to fulfil, partially fulfill and close a stage via automation.
Under Review
Stages Are missing From Workflows
+10
I’ve got a feature request for this kind of thing (or at least through the API) open - 8 months and counting!
+9Updated idea statusNew→Open
+10Hurray!
+16- Top Contributor ⭐
We definitely need to be able to access all fields/States/Actions of tickets via workflow. Foundational to ITIL Incident Management is the ability to automate as much of the process as possible. Glad to see some movement on this!!! :)
+7- Top Contributor ⭐
We too have hit the stage missing in the automations problem.
Has there been as a solution to this or at least a work around?
Would be great if we could see and set the stage in the automations.
+11- Top Contributor ⭐
Its been a year since this has been moved to open? is there any further news on this?
+8Closed for Voting→Open : Open for Consideration
C’mon Freshservice team!
I’m just trying to do a simple feature like: Dont close ticket unless the SR Item has been marked as fulfilled. But I cant becuase the whole item stage is hidden from everywhere except the UI!!
Same for us, we are currently automating the delivery of requested items, but unlike via GUI there is no possibility to change the stage of a requested item directly using the workflow. Instead we have to implement unnecessarily complicated workarounds using the API. Please add this feature to the roadmap.
+10This is a significant gap in the application that requires immediate attention. With many businesses operating under tighter constraints and smaller teams, it's critical that we prioritize solutions that enhance efficiency. Automation should be a central focus, empowering teams to achieve more with fewer resources and ensuring sustainable performance under pressure.
+16- Top Contributor ⭐
+4- Top Contributor ⭐
This idea has been in the works for 4 years. It seems like the poor idea management to keep something this big from moving faster through the idea development cycle. Being able to trigger work based on request fulfillment status is very important in ITSM.
There is no work around for this.
+5Fresh, any update on this?
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