We are using the integrated FreshService Document Signature and have a workflow with an event using Requested Item stage is changed from Requested to Fulfilled when the document is signed and attached to the ticket. The ticket is changed from Requested to Fulfilled by SYSTEM, but the event in the workflow does not recognize it. After speaking with Support, only after manually changing the fulfillment status by an Agent, the event workflow will work. Support said this is by design. We are trying to fully automate a request, and this would be extremely helpful.
Future Consideration
Workflow Event: Requested Item stage is changed
+1
Hello,
We have the same needs and SYSTEM can be triger in automator but not for step in a service ticket :
It will be great to have this feature for generated document with e-signature.
+14- Top Contributor ⭐
There are a lot of thing that is not triggered when the system change the ticket.
My best guess is to prevent loops.
We are using the integrated FreshService Document Signature and have a workflow with an event using Requested Item stage is changed from Requested to Fulfilled when the document is signed and attached to the ticket. The ticket is changed from Requested to Fulfilled by SYSTEM, but the event in the workflow does not recognize it. After speaking with Support, only after manually changing the fulfillment status by an Agent, the event workflow will work. Support said this is by design. We are trying to fully automate a request, and this would be extremely helpful.
How do you change the state ?
For us the change is set by Docusign - Esign App when the user sign :
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