Visit Freshworks.com Visit Freshworks

Groups
Events
Product Updates
Insiders Program

Empowering Women in Tech: Breaking Barriers and Shaping the Future

(Wed, 15 May, 2:00 pm)

Community
Search

Replies posted by zachary.king

533 Replies

Newest first

Oldest first

anupama.phalCommunity Manager

Freshservice Release Notes - Apr 2024Freshservice Release Notes - Apr 2024

Really looking forward to these enhancements! Great work everyone!

SteelFrostContributor

asked in Ticket & Workflow Management

Scheduled Workflows against Closed Tickets

Hello @SteelFrost I would reach out to freshservice support at support@freshservice.com regarding this issue. Not sure why they wouldn’t allow this to run against closed tickets when I can select closed as a condition for what tickets to filter on.Maybe it is a bug. Interested to see what they say.Take care!

alan_13300Contributor

asked in Ticket & Workflow Management

How to parse JSON array

Thanks @msconfig87, this is really useful. Totally overlooked the ability to use the powershell node to generate the result needed. Brilliant!

SnigdhaVittaldevCommunity Manager

published in Share your Story

#Storytime - How RATP Dev's Global Transport Empire Thrives with Freshdesk#Storytime

Thank you @SnigdhaVittaldev for bring back #StoryTime. These are so motivating. It is great to see how other industry leaders are utilizing Freshworks products to continue to bring value back to their customers.

Kamakshi VCommunity Manager

published in Announcements and Events

Meet your Subject Matter Experts, our Freshworks Community Heroes!

Thanks for sharing @alyssia.correa and @Kamakshi V. This is a great initiative and I look forward to collaborating with these skilled individuals. I can already see the positive impact that this brings. Faster answers to important community questions are no longer taking days to get answered! So great work so far!

BortFrenzyContributor

asked in Ticket & Workflow Management

Help Using APIs to Allow a Service Request to Update a Service Request

Hello @BortFrenzy, so were you able to get a full workflow functioning correctly for your use case? If so, congrats! That one was tricky. A piece of advice that has helped me with subsequent web requests and API calls is to add a short time node between them. This will make sure that the data your second API call relies on has had time to get set correctly.

lulrichsTop Contributor

asked in Employee Onboarding

How to set due date as custom onboard field?

Hello @lulrichs if @suvashini.balashanmugam ‘s suggestion doesn’t work, can you share with us what errors you are getting?

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

Morning all. I talked with FS support and they were able to find the JSON placeholder to use. I think I have the workflow working now. Thanks so much! Fantastic!!! Glad its working :)

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

I am making progress :), but now getting a new error. I updated the workflow to have the child ticket open before the approval, but now am getting an error in the execution logs about the payload not being a valid JSON: This is what i have in the web request in the WF for the body: What am I missing? Hello @shannon.mejia my guess is that the value that your are getting for parent_ticket_id placeholder is the issue. Try adding a note to the ticket with that value to make sure you are getting what you expect and in the right value type the field is looking for according to the API documentation.

RMG.TDAContributor

asked in Automations

Create User in AD fails with error "Cannot read propety 'trim' of undefined

Hello Zach, the eventual reason will remain unknown but I’m taking a gamble it had to do with our testing environment was completely shielded off in a seperate network which caused multiple issues with the Orchestration Server communicating from the webapp to the test DC. I don’t have the issue on production and everything seems functional now, so this thread can be closed. Thanks for the support. Absolutely! Glad we were able to help, and you were able to find a solution :)

RMG.TDAContributor

asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch

Thanks again! I did manage to get it working as intended using Liquid Filters. So for now I’m going to keep the AD Orch since it is a bit more modular. But I have indeed been considering PowerShell could be more practical in the long run. Thats great to hear, if you feel your question has been adequately answered be sure to mark it “Solved”. It will help other community members when they search a similar question! Take care :)

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

Hello @shannon.mejia, yes unfortunately. A workflow cannot trigger another workflow. So if the approval notification for a ticket is being sent via workflow, that workflow would be listening for the approval or rejection. In that case, you could tack on the creation of the child ticket in the first workflow on the “approved” branch. Meaning after the workflow send the approval notification, if the approver approves the request then the workflow creates a child ticket with all the necessary information. So confused now LOL. So I added the approval process into this workflow so that it would trigger based on service item and include the approval. after the approval, then the web request to open the child ticket. This is the error now though for the web request. Why won’t it allow a child ticket to be made for an already approved parent? Maybe because the system is designed to not allow changes after the approval??? You are on the right track. And yes, the system doesn’t

RMG.TDAContributor

asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch

@zachary.king Thanks for the reply! This does indeed seem very helpful. So if I understand correctly, I should simply add an PS Orch before the Create User in this chain and use the output as input for A1? Exactly, and in fact I would suggest just to use PowerShell to interact with AD. Removing the need to use the AD orchestration application all together.

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

Hello @shannon.mejia, yes unfortunately. A workflow cannot trigger another workflow. So if the approval notification for a ticket is being sent via workflow, that workflow would be listening for the approval or rejection. In that case, you could tack on the creation of the child ticket in the first workflow on the “approved” branch. Meaning after the workflow send the approval notification, if the approver approves the request then the workflow creates a child ticket with all the necessary information.

PriyadharshiniApprentice

asked in Ticket & Workflow Management

Ticketfields based on Workspace in Freshservice

Hello @Priyadharshini I would suggest you take your question over to the Freshworks Developer Community here. There are a number of fantastic developers that may be able to help you figure out your issue. Take care!

RMG.TDAContributor

asked in Employee Onboarding

Input of PowerShell commands in Microsoft Active Directory Orch

Hello @RMG.TDA you cannot pass powershell commands to those fields, but you can use the powershell orchestration application to run scripts and execute commands prior to using an AD Orch node. Then you can pass the value that is returned from your powershell command node to the AD node. You can also use the expression node to handle and string manipulation that you might need. Lastly placeholder values can be manipulated using Liquid Filters. Hope that helps!

RMG.TDAContributor

asked in Automations

Create User in AD fails with error "Cannot read propety 'trim' of undefined

Hello @RMG.TDA, we are going to need some additional context to help you. Can you share the workflow? What value are you trying to trim? One thing you can do before you try and “Create the AD User” is take the value you are trimming and add it as a “Note” to a ticket. This will show you the exact value you are passing to the AD orchestration application. This is the best way I have found to make sure any interaction with placeholder values produces the correct result.Give it a try and let us know how it goes. Take care!

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

Hello @shannon.mejia, you could technically wait to do anything with child tickets until after the “parent” ticket is approved. You could set the workflow for creating the child ticket (via api) to trigger off of the event listed below.When this workflow is triggered you can create the child ticket and pass in your JSON payload all the values for the necessary ticket fields. You just need to add a conditional block to make sure that this workflow only creates child tickets based off of the correct parent tickets. Hope that helps.

Ganeshcr14Community Debut

published in Announcements and Events

Relaunching Freshworks Academy: A Brand New Chapter in Learning

This looks fantastic!! Great work @Ganeshcr14

GarudaCommunity Debut

asked in Automations

Multiple Workflow Automations

Hello @Garuda, complex automations can be frustrating in freshservice. @ekrasner has a great idea to build them out further. Thankfully workflow automators are getting some enhancements mid-term this year. Including the ability to loop, and build workflow “components” that will be reusable throughout the workflow. Fingers crossed, they come sooner rather than later.

RazorSkilled Expert

asked in Automations

Forcing Note From Agent

Hello @Razor, I wonder if this may be possible through a custom application. There is a frontend event that is called when the ticket’s agent group is updated. When that event happens you could create an application that slides out a modal with a paragraph field that the agent can use to type out a note. When they click a submit button, it then calls the freshservice API and adds the note to the ticket. The tricky part would be enforcing the use of the modal and prevent agents from just closing the modal if that was of concern.But just a thought.

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

workflow that can read an email header

Hello @JTAVOLARO, maybe I am missing something, but if the email comes into freshservice from John and John is made the requester then you have his information captured as the requester and can use his requester record throughout workflow.If you mean you are trying to capture John’s email address before the ticket is created, I don’t believe this is possible since you need action in freshservice to trigger any workflows.I’m sorry, I am probably just missing your intention.

brendonhTop Contributor

asked in Assets

Customize columns resets

Hello @brendonh, definitely add this as an idea. I would smash that vote button for this!!!

SnigdhaVittaldevCommunity Manager

published in Announcements and Events

#Storytime - Glen Dimplex and Freshservice: the ultimate dynamic duo in the world of IT adventures!#Storytime #Customerstories

@SnigdhaVittaldev When are we going to see more of the #storytime posts? They are a great motivator!

dehaegeApprentice

asked in Ticket & Workflow Management

Changing Field Positions in the Properties section on Ticket Details Page

@zachary.king Thanks for the motivation to create an idea for this feature. Here it is …. Dynamic Field Positions on Ticket Properties | Freshworks Community You’re welcome. Definitely voting for this one!

1
2
3
4
...
22

Page 1 / 22

Badge winners

christian.mentorhas earned the badge Smooth talker (10)
msumptionhas earned the badge Salud, Ideator
afautleyhas earned the badge Helping Hand (10)
jcervantesFTGhas earned the badge Salud, Ideator
jross07has earned the badge Lightening (Mc)Learner

Show all badges

Powered by Gainsight

Terms of Use Cookie settings

Join the Community

Already have an account? Login.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username *

Business Email *

Name

(Private)

Only you and moderators can see this information

*

Company

(Private)

Only you and moderators can see this information

*

Relationship with Freshworks

(Private)

Only you and moderators can see this information

*

Country *

Which Freshworks products are you using?

Freshservice Freshdesk Freshcaller Freshchat Customer Service Suite Freshsales Freshmarketer Unified CRM

Password *

By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its Privacy Notice (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. I can unsubscribe from these communications at any time.

loginBox.register.email_repeat

Sign in to the Community

No account yet? Create an account.

Social Login

Login for Freshworks Employees Login with LinkedIn

or sign up below

Username or Email

Password

Remember me

Forgot password?

Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.

Username or e-mail

Back to overview

Scanning file for viruses.

Sorry, we're still checking this file's contents to make sure it's safe to download. Please try again in a few minutes.

OK

This file cannot be downloaded

Sorry, our virus scanner detected that this file isn't safe to download.

OK