Hi, I am struggling to create a workflow that automatically resolves a parent ticket once the child ticket has been resolved
For context. We have Equipment Request forms and a child ticket for delivery of the equipment
We want to reduce having to manually check as the delivery is the end point of the process
I can only find ways to auto resolve the child ticket once the parent is resolved but we need the opposite
Any help would be appreciated please 😭. im pretty new to workflows so unsure of APIs etc
Best answer by Daniel Söderlund
Hello,
Read up on the web request node and the Parser node.
To use the API you need a API key, they are found on the agent profile on the right side.
API endpoints you need is
https://api.freshservice.com/v2/#view_a_ticket (Note is that you need to add ?include=related_tickets and the placeholder {{ticket.id_numeric}} )
When you do a test in the web request node you copy the reply you get back and paste it into the parser node.
From the parser node you will get a new placeholder with the ID of the parent ticket.
Then you need another web request node where you update the parent using the PUT end point
https://api.freshservice.com/v2/#update_ticket_priority
The payload could look something like this { “status” : 4 }
Find info on the status code here https://api.freshservice.com/v2/#create_ticket
