Freshservice Automation Flow to filter a specific word in Resolution Notes

Hi Graeme

Assuming you have resolution notes as a custom box you have created. 

Maybe if you then use an expression node after to check the length? then create a condition based on that figure... not ideal but maybe will help.. you might even be able to see if the length of the resolution notes is less than say 10 in which case you know it is a one word answer... 

 

You could also play with business rules as that allows you to use the “is” function..

 

Hello @GraemeW one way we handled this situation was by taking the contents of our “Closing Comments” box and, when the ticket status is changed to closed, posting those comments as a “Public Note” to the ticket. What this did, with a little reinforcement, helped the analysts present their resolution notes in a way that would be useful to the end user. “Done”, “See notes”, or “All set” quickly became evident as unacceptable closing comments.

Just a thought 😊

Hi there,  One way we dealt with this was to take the comments from our "Closing Comments" box and publish them as a "Public Note" to the ticket when the ticket status was changed to closed. With a little more encouragement, this assisted the analysts in presenting their resolution comments in a manner that would be beneficial to the final user. "Done," "See notes," or "All set" were soon found to be inappropriate ways to end a conversation.


 

Freshservice Automation Flow allows you to create custom rules to filter specific keywords within Resolution Notes. By setting up conditions, you can automatically trigger actions when the keyword "specific word" is detected. This streamlines incident management and enhances response efficiency. Moreover, people can also see 350 status check online