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Replies posted by raja.pavankumar

5 Replies

Alefre
Skilled Expert
AlefreSkilled Expert
asked in Ticket & Workflow Management

Add CC to "Send Email" Workflow Automation Action

   

6
rajagopal.baladhandayutham
Community Manager
2 years ago
Alefre
Skilled Expert
AlefreSkilled Expert
asked in Ticket & Workflow Management

Add CC to "Send Email" Workflow Automation Action

Hi Alexander, sorry I missed that part.Your requirement to distinguish the recipients considering their distinction as per the ticket, cannot be configured via this setup.Let me address this further over the ticket you have and get back.    

6
rajagopal.baladhandayutham
Community Manager
2 years ago
S
Community Manager
subhikshaa.ganeshCommunity Manager

Freshdesk Support Desk and Freshdesk Omnichannel Release Notes - May 2022Release notes

Note: Assuming identity of an agent in Freshdesk Omni accounts will only reveal the auto-assignment being enabled or not for tickets, even when the the same agent is added to the chat and call platforms, since the assume identity feature is specific to the Freshdesk ticketing platform.

641515
S
Community Manager
1 year ago
jon.mou
Top Contributor
jon.mouTop Contributor
asked in Ticket & Workflow Management

Web Request Node Invalid JSON

Agents assigned to tasks are considered task Owners. So the API POST payload for task creation would require you to pass the agent ID as below: {  "due_date": "{{ticket.ri_99_cf_date_of_joining}}",  "notify_before": 0,  "title": "{{ticket.ri_99_cf_preferred_first_name}} {{ticket.ri_99_cf_last_name}} - {{ticket.ri_99_cf_date_of_joining}}",  "description": "description",  "group_id": 185555255026,  "owner_id": {{R1.office_manager}}} The same logic would apply for release ticket creation via API. We will have our internal teams update the API documentation accordingly. Thank you.

8
K
Contributor
1 year ago
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Automations

Division Field in Freshservice

Hi Raymond,Creating a custom field that is available across ITIL modules is currently not possible. Only the default shared fields such as Category, Groups,  Dept, Priority, etc are shared across ITIL module ticket forms.Linking custom object tables to ITIL ticket form fields is yet to be developed and is currently possible only in service request form fields.In your case, for the field Division has to be added as a custom field for each ITIL module ticket form.In case the division details are available in the user profiles, we can setup automations to capture the data from the requester of these tickets and automatically update the tickets, changes, etc. for the division field.We will consider this as a feedback and share this to our product team as an enhancement request to have shareable fields across ITIL modules. However future development plans to have custom object references for dropdown fields will ideally solve for this requirement.

5
R
Top Contributor
10 months ago

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