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Replies posted by jonathan.allison

7 Replies

amaevers10
Apprentice
amaevers10Apprentice
asked in Automations

Parse info from a ticket for workflow?

Hi @amaevers10 We pretty much do exactly that, although our input doesn’t have the table formatting that you’ve got (unless that’s just an example?)I think this expression would give you what you need, assuming that the email address starts as the next character after the colon in “Employee email address:”:substring('{{ticket.description | strip_html}}',indexOf('{{ticket.description | strip_html}}','Employee email address:', 0)+23, indexOf('{{ticket.description | strip_html}}', "Termination", 0))

3
michaelwood7859
9 months ago
LucasHansson
Skilled Expert
LucasHanssonSkilled Expert
asked in Automations

API - GET - Proper information from custom object list

Hi @LucasHansson It probably depends what you want to do with that output whether this is any use, but...If you’re in a workflow I think you could put the response from the API GET into a JSON Parser node.Then have a reader node afterwards that looks at the custom object list that matches the record ID of the custom object against the parser response of that record id number output you’re getting (3).Then any subsequent node should be able to use the other columns of the specific custom object record as a placeholder.Actually I’ve just written all that and realised if you’re in a workflow you don’t need to do the API GET request as you could take that value directly from the ticket into the reader node, so it’s probably not much use to you, sorry!

3
Daniel Söderlund
Skilled Expert
9 months ago
J
Top Contributor
jonathan.allisonTop Contributor
asked in Automations

Extract numbers from comma-separated list

Hi @BrynCYDEF Thanks for your reply. It’s just an API GET request on the requester’s ID to return all the assets they have...most people have a laptop and a phone so will have at least two, so it’s returned as an array when I use {{P1.root.assets.assets_object.name}} or {{P1.root.assets.assets_object.displayid}} from the parser node afterwards which is okay for information but difficult to do anything with on the specific assets.I’ve actually managed to bodge it by having multiple parsers after the GET and specifying which number in the array each one handles, so $.assets[0].name, $.assets[1].name etc. instead of $.assets[*].name. Seems to work okay anyway.Intrigued what the new offboarding feature will be...I was at a user group with them last week for joiners/movers/leavers and it wasn’t mentioned!Cheers.

3
J
Top Contributor
10 months ago
E
Top Contributor
edward.kimTop Contributor
asked in Ticket & Workflow Management

Can't create dynamic section fields in Admin -> FIeld Manager -> Ticket FIelds and need some advice

Hi @edward.kim You should be able to add dynamic content sections on the ticket fields page for the incident form as well as service catalogue items. We have quite a few on our ticket fields to help with incident info.Having said that...it’s not currently letting me create any new ones, only edit existing ones, so not sure if there’s currently an issue.

4
E
Top Contributor
10 months ago
J
Top Contributor
Jennifer.HTop Contributor
asked in Automations

Time based condition in condition builder

Hi @Jennifer.H You could maybe build the workflow based on the time zone of the requester? So if someone raises an urgent ticket then notify certain agents based on their timezone: Then use a timer node to wait 15 mins before notifying other agents in different time zones, just in case it isn’t actually urgent?  

8
webricks
Community Debut
6 months ago
L
Top Contributor
Lal23Top Contributor
asked in Assets

How do I hide "place request" button on a service item?

Hi @Lal23 We use Business Rules to do this kind of thing by using “validate form on submission”...so if the customer chooses certain items from a drop-down then it prevents them from submitting the request and displays a customisable ‘error’ message, and only lets them submit the form if they choose the ‘correct’ answer.  

11
SHAHMEER
Community Debut
3 months ago
HeatherM14
Top Contributor
HeatherM14Top Contributor
asked in Automations

Automated Agent Removal

We use the AD probe for our user info so when an account is disabled in AD it deactivates the Freshservice Agent/Requester record as well.In Admin>Security you can also set who receives a notification when this happens which can be useful:  

4
J
Top Contributor
11 months ago

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