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Replies posted by laminblake

10 Replies

Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - Oct 2022release notes

“Send External Emails using Placeholders in Workflows” love it “Ticket Custom Field Limit Increase”LOVE it “Sharing Tickets and Changes with other Requesters”LOVE IT!!!

1283049
ariadreamer112
Community Debut
8 months ago
L
Top Contributor
laminblakeTop Contributor
asked in Ticket & Workflow Management

parse requestor datasource in workflow

making some progress. Thought about using the web request workflow node to send off an API pull from the requesters list from fresh’s api documentation (Service Desk API for Developers | Freshservice). The get request is like belowhttps://contoso.freshservice.com/api/v2/requesters?query="primary_email:%27{{ticket.ri_135_cf_user | remove: "@contoso.com"}}%40contoso.com%27&include_agents=true" From there i was able to use the JSON parser to use the employee id property pulled from the JSON output and use in my workflow. just need to do some more testing but that should do it. 

2
G
Skilled Expert
1 year ago
aread007
Skilled Expert
aread007Skilled Expert
asked in Portal/Knowledge Base

Multiple Ticket Forms

If you are an Office 365 enterprise customer you could use the freshservice flow automation integration along with a powerapps app/form to create your own ticket request form. options are pretty limited but is an alternative to using the business rules if you wanted to create a nice customizable form interface with whatever logic you want built in. Freshservice - Connectors | Microsoft Docs

6
PatrickMurphy
Skilled Expert
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Schedule tickets using workflow

Personally I would set the due date of the ticket by what date HR picks -1 using an addDays expression in the workflow and have the ticket create under “Pending” status then use a supervisor rule to change the state from Pending to Open once the due date is hit. Also once that sup rule is triggered on changing from pending to open use another workflow to add days to the due date by using addDays('{{current_date_and_time_iso}}',*enter number of days here*) and use that output in the set due date action.  Thats a really good point. I will do this, but inside supervisor rules, I can only setup actions base on hours for specific status. I setup a new status that only workflow can choose which named: “temp status” How I can proceed to change my “temp status” to “open” using supervisor rules. I am able to setup condition base on the status name and the action, but how I can make Freshservice to detect the change base on the due date? Thank you so much,  Use Hours since ticket overdu

11
zachary.king
Skilled Expert
1 year ago
J
Top Contributor
JonOTop Contributor
asked in Automations

Monitoring the orchestration server

A few weeks back, I was scratching my head over an issue like this where the Orchestration server was working just fine but one of my workflows that used json output stopped working. Turned out, the orch server component needed to be upgraded…..

3
J
Top Contributor
1 year ago
M
Skilled Expert
maxlehot1234Skilled Expert
asked in Ticket & Workflow Management

Schedule tickets using workflow

Personally I would set the due date of the ticket by what date HR picks -1 using an addDays expression in the workflow and have the ticket create under “Pending” status then use a supervisor rule to change the state from Pending to Open once the due date is hit. Also once that sup rule is triggered on changing from pending to open use another workflow to add days to the due date by using addDays('{{current_date_and_time_iso}}',*enter number of days here*) and use that output in the set due date action. 

11
zachary.king
Skilled Expert
1 year ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - July 2022release notes

The Time Node will definitely come in handy, i’ve been using powershell sleep command actions to space out on-prem to 365 user creation workflows when the hybrid sync is run. Was a bit flakey because the sequence would sometimes time-out. This should solve that problem. 

825434
T
Contributor
1 year ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release Notes - March 2022Release Notes

Is it possible to get a list of bug fixes that occurred in the last month added to these release notes? Getting some visibility into how things are prioritized would carry some weight with the community. Thank you -Zach +1

808413
Vishal Nema
Community Manager
2 years ago
rhea.desouza
Community Manager
rhea.desouzaCommunity Manager
published in Announcements and Events

Day 12: It's time for the Community Giveaway | Win a $500 voucherGiveaway

I’m looking forward to 2022 with continuing to expand our Freshservice environment and sharing some ideas and tips. Hoping to see some more engagement this year as the platform expands. 

39725
finn
Skilled Expert
2 years ago
Vishal Nema
Community Manager
Vishal NemaCommunity Manager

Freshservice Release notes of 2021.R10L.01Release Notes

Some of these new features will come in handy for my existing workflows especially the include attachments placeholder and custom approval pages. Unfortunately there are still features that are broken to the point of being completely unusable with freshservice such as form and service item business rules. I’m hoping there will be more emphasis on fixing these key features.

748319
lorenxitryr
1 month ago

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