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Replies posted by Daniel Söderlund

574 Replies

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mythumbsclickSkilled Expert

asked in Automations

Workflow Automator - New User - Random Word Passphrase

You could look at a combo of the new expression builder randomNumberOfLength() and a custom object.The custom object has one field word and the number you get from the expression determine the record id of the custom object. repeat that 3 times or how many words you want. Could happen you get the same word x times if you use the same custom object.

mythumbsclickSkilled Expert

asked in Automations

Workflow Automator - New User - Random Word Passphrase

If you add a note before the read and use {{E1.result}} should get a number ? I haven’t tried this my self but it should work.

mythumbsclickSkilled Expert

asked in Automations

Workflow Automator - New User - Random Word Passphrase

I get the same as you, saying there are no expression builder.

mythumbsclickSkilled Expert

asked in Automations

Workflow Automator - New User - Random Word Passphrase

Do you think thats a bug? ya, if edit a note that and checked placeholders I could see the expression. If I then checked the reader block again there are a placeholder for the expression blocker but still failed.

mythumbsclickSkilled Expert

asked in Automations

Workflow Automator - New User - Random Word Passphrase

I thought I found a solution using this. I manage it to run but It didn’t randomize Generate random numbers using liquid in shopify – Studio Zerance

Vishal NemaCommunity Manager

Freshservice Release Notes - May 2022Release Notes

The link for the “More details“ for API redirects you to https://support.freshservice.com/en/support/solutions and not to https://support.freshservice.com/en/support/solutions/articles/50000004220-introducing-upgraded-apis-for-freshservice?_gl=1*254gdc*_gcl_aw*R0NMLjE2NTE0NzE5MTkuQ2p3S0NBaUFsZnFPQmhBZUVpd0FZaTQzRjM0TWVTZEYyakx5dHFMS3VveFJwQkNCaVhyck85azRadm83eWRvYVZkSnZTMUVFVW1FUEJob0NVTkVRQXZEX0J3RQ..*_ga*MTk1ODg1MTM0MC4xNjQwMjUxMTI2*_ga_5S1FBQDGB1*MTY1MjQ0MDUxNS45NS4xLjE2NTI0NDM5MjAuNDM.

kostaskourtidesTop Contributor

asked in Automations

If Boolean is False then Error

Hello, You can use the new expression function the condition block.On this page Expression builder Node : Freshservice you see this ‘{{ticket.actual_requester.reporting_manager.name}}’== ‘{{ticket.requester.name}}’That will give you a true or false. Down (No) you set a not or a tag to indicate a error and right (yes) you keep continue your work flow.

kostaskourtidesTop Contributor

asked in Automations

If Boolean is False then Error

Reading your post again, You can add a note to the ticket or a tag.

kostaskourtidesTop Contributor

asked in Automations

If Boolean is False then Error

Thank you Daniel, but I would like to stop the user from placing the request. Oh, well as far as I know there are no event befor the user have placed the request.Could maybe add a Business Rules to hide a mandatory field or change the option for a dropdown field that say Error If field = X Set mandatory Y field Hide Y field Remove option for a drop down to only show errorNot sure if it’s going to work and it’s not pretty.

Daniel SöderlundSkilled Expert

asked in Automations

Expression Builder expressions

Tested a simpler expression and I get the same error if I have more then one placeholder in the “true” section of the if statement.

JGFreshApprentice

asked in Automations

Variable output based on multiple selection dropdown - Automator

You should look at Liquid filter.Truthy and falsy – Liquid template language (shopify.github.io) In a send mail to user action node you can add something like this Hello{% {{placeholder for drop down field}} contains “Coffey” %}What typ of Coffey?How large of cup?Milk ? {% endif %}{% {{placeholder for drop down field}} contains “Car” %}What brand and model do you want rent?How long time do you want to rent it ?{% endif %} ------------------------------It will give you a dynamic e-mail to the requester based on what they have selected. Note: if it’s not working try always to paste the text into notepad and back or mark the {% lines and click on the remove format button.

JGFreshApprentice

asked in Automations

Variable output based on multiple selection dropdown - Automator

Hard part with using condition is it’s always YES or NO.That makes it harder if you have multi optional as you need to build logic for each combination. Could use several expression builder nodes for each option and in the end you use 1 action to set all fields. But that is if it’s one field. If it’s more fields you need one expression node per field.

f.chalisseryApprentice

asked in Ticket & Workflow Management

Programmatically create Workflow Automators

Non that I know.

Daniel SöderlundSkilled Expert

asked in Automations

Expression Builder expressions

The first fail when I try to save the node, second works. The difference is that I have more then one placeholder in the regexmatch expression. I have tested with . , - and space between the placeholders but same result. if(regexMatch('{{R5.approver1}}.{{R5.approver2}}.{{R5.approver3}}','{{ticket.requester.id}}'), if(regexMatch('{{ticket.tags}}','Step2'), if('{{R6.approvertype_value}}' == 'Majority' || '{{R6.approvertype_value}}' == 'Everyone', 0, 1), if('{{R6.approvertype_value}}' == 'Majority' || '{{R6.approvertype_value}}' == 'Everyone', 0, 1) ),0)+{{E10.result}}if(regexMatch('{{R5.approver1}}','{{ticket.requester.id}}'), if(regexMatch('{{ticket.tags}}','Step2'), if('{{R6.approvertype_value}}' == 'Majority' || '{{R6.approvertype_value}}' == 'Everyone', 0, 1), if('{{R6.approvertype_value}}' == 'Majority' || '{{R6.approvertype_value}}' == 'Everyone', 0, 1) ),0)+{{E10.result}}

raymondcanilaoSkilled Expert

posted in Ticket & Workflow Management

Service Catalog

Hello, Our customers have about the same as @keefe.andrews Could add Business applications and Freshservice KRDaniel

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Freshservice Workflow Automations

Hi @PatrickMurphy Is it the adding the user to AD group or the approval processes ? And you license level are ? //Daniel

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Freshservice Workflow Automations

Okay, The setup I have done is to use a webrequest to get the manager for the requested for user. I don’t use the approve / rejected. I rather loop the same WFA until it’s approved.

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Freshservice Workflow Automations

Q3: When someone requests on behalf of someone else, the manager lookup happens not for who it is requested for but who initiated the service request. The business owner would always be the same but the manager may be different. Also in the current workflow adding the user to the Azure Group works however it is always adding the requestor not who requested it. Looking for how people design their workflow around Requestor vs Requested For. I checked my WFA and it’s sending to the requested for’s manager.

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Freshservice Workflow Automations

Not familiar with Webrequests do you need an Orchestration Server for that, looks like it is asking me for one. Wonder if I can modify the flow if there is no Requested for then use the R1.Manager otherwise if there is a Requested for then go lookup that manager and set a variable somewhere. Then continue the flow of approvals as intended. You are using the API Service Desk API for Developers | Freshservice with the webrequest node. (But I just checked and they have added more placeholders so I don’t need to use a webrequest)Then you have a static R1.Manager in your Custom Object (CO) ? Is that per SI in the CO ? What I’m doing is something like this if {{ticket.requester.id}} == {{ticket.actual_requester.reporting_manager.id}} Approved

MichaelS24Skilled Expert

asked in Ticket & Workflow Management

User Information from Custom Service Item Field with Requester Data Source

Hello, First you can access custom fields in Service items using this, ( Maybe you have done already ) Note: The field in the service item need to be a lookup to all users for this to work Then you need to use API/webrequest and this endpoing https://api.freshservice.com/v2/#view_a_requester to get the department ID of that user.

MichaelS24Skilled Expert

asked in Ticket & Workflow Management

User Information from Custom Service Item Field with Requester Data Source

Hello @MichaelS24, what @daniel.soderlund suggested is a great way to solve this. Would the end user be submitting a Service Request? Or are you looking to have them just submit a support ticket using your standard ticket form? In either case adding a custom “Lookup” field for users will allow the end user to search for the requester via name and/or email address. Just need to make sure that the user is in freshservice as a requester or agent. Once the end user selects the correct person you can then access the contents of that field using placeholders in your workflow, then as mentioned above use the Web Request node to send a request to the freshservice api to retrieve data for that requester. Use the JSON Parser node to parse the data that comes back and make the requester’s “department” a reachable field in a conditional node before executing your action to send an email to that requester. One area when I was trying to build this out that I could also use some assistance is how to

MichaelS24Skilled Expert

asked in Ticket & Workflow Management

User Information from Custom Service Item Field with Requester Data Source

Thank you both for your responses. Look forward to trying this out later and building my familiarity with Fresh’s Webhook/JSON Parser nodes! Will more than likely need to pull department out of multiple so will report back on how I go later. it’s Web Request node → JSON parser node → Expression Node. Webhook far as I understand don’t return any information, it’s a fire and forget action.

m.dinnocenzoApprentice

asked in Automations

Complete listing of endpoints available to the web hooks?

Did you find the answer ?You wrote you used web requests node and it’s the one you need to use if you wish to get return data. This is what Service Desk API for Developers | Freshservice I have found.

mythumbsclickSkilled Expert

asked in Analytics

Reporting on Company and Department Tickets

If you have Pro license you can create your own reports and use the department as a filter.You can use the Workflow automator to set a Company field based on what is set in the user.

kenrisdonTop Contributor

asked in Ticket & Workflow Management

Approval emails

Hi, we’re trying to automate our onboarding process using the Onboarding module. We need to send approval requests to team members other than the Dept Head and Reporting Manager. I’m trying to create a workflow automation that will send out the approval emails but have run into this problem Has anyone found a work around to this problem? I’ve tried creating custom objects and reading them in the workflow automation but I’m not able to get the objects into the “To” field when setting up the approval email. Any guidance is greatly appreciated. Hello @kenrisdon What we do is to use Custom objects as a list for approvers. But you need Pro or higher for this to work.

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