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New Idea

Trigger Workflow A from Workflow B

Related products:Freshservice
  • December 13, 2024
  • 3 replies
  • 84 views

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I would like to have a way to trigger one workflow from another and my use-case is as followed.

For some requests, the managers approval is okay, but others need a more advanced approval flow. I would like to create a Workflow called “Approval flow” and I would like to be able to trigger this workflow from other workflows.

Now, I have one Workflow that categorizes all the Service Requests that come in from the Service Catalog and I would also like to include the requests for approval in that same Workflow. To be able to keep a clear overview in that one enormous workflow, it'd be great if I can just have an action trigger the “Approval flow” Workflow.

3 replies

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  • Skilled Expert
  • December 13, 2024

I have faced this sort of hurdle already and it is frustrating to say the least.

The limiting factors are usually:

  • no ‘foreach’ loop being available in Workflows
  • the inability to get the information you need via the API, expressions or the like (info is in the GUI only)
  • Workflows can not be triggered on Ticket updates made by other Workflows (by System)

Perhaps give this one an upvote ​@SnuffleRoe ; it is the major part of the puzzle that will unlock this functionality for you:

 

Also, I have been advised at some stage that an ‘Approval Engine’ is in the works which might allow for a more conditional and expansive Approval Workflow but I am not aware whether this will cover just Changes or whether it will also be available for Ticket Approval Workflows


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  • Author
  • Skilled Expert
  • December 13, 2024

Thank you for your reply ​@MDavies. I just upvoted that idea.

I hope that Apporval engine won’t just be for Changes as I have the Growth subscription which doesn’t include Changes.


  • Community Debut
  • December 13, 2024

A native solution would be best, but there are a few different ways to achieve a similar workflow. You could for example create a workflow that triggers on ticket update and executes on tickets tagged with “pending approval” for example, so one workflow would run based on your criteria and add that tag, and the approval workflow would then be triggered (and then change/remove the tag to prevent repeated execution).