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Replies posted by atexeira

5 Replies

michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Getting Started

New Freshservice Implementation

Going back to your initial inquiry: Please ensure to properly set up your email templates: Using [#TTT-NNNN] in every notification is really important, so you don’t get new tickets created when your requesters reply via email.  @eeha0120 This is a great tip and something we’ve been experiencing lately.  When you refer to “every notification” is this for all the email notifications that are listed under the Tickets section in Admin > Email Notifications?

7
Mo.Wael
Skilled Expert
11 months ago
michaelmartel
Skilled Expert
michaelmartelSkilled Expert
asked in Getting Started

New Freshservice Implementation

Thank you @eeha0120!I think we have the ticket # in the subject right now, but I don’t believe it’s in the correct format - so this definitely helps!

7
Mo.Wael
Skilled Expert
11 months ago
A
Skilled Expert
atexeira
asked in Automations

Change tickets - Trigger an approval after change ticket is opened?

Thanks @hicky3! I’ll give this a try. 

2
A
Skilled Expert
1 year ago
A
Skilled Expert
atexeira
asked in Automations

Automated Change Tickets

Thanks @Rutger Bockholts! The steps you provided didn’t work exactly the way as expected, but it definitely helped! Instead of using a Web Request Note, I ended up using a “Trigger Webhook” action item in the Workflow Automator.  So I was able to get the change ticket automatically created after an scheduled incident ticket is opened automatically.The next thing I’m running into is that it creates the change ticket without any of the planning details, but requests for approval. Any thoughts of either:Having the planning details populated during the automation (for this particular change ticket, it will be the same every time) and then requesting for approval; OR Having the automated ticket not request for approval upon automated creation?

6
arunrajkumar
Community Debut
3 months ago
A
Skilled Expert
atexeira
asked in Automations

Automated Change Tickets

Downside of the webhooks is that you don’t get anything back and can’t act on it just so you know.  Other then that they should work the same.  Thanks for the tip @daniel.soderlund!I’ll keep that in mind as we start to do more in our portal using these other options in Workflow Automator. 

6
arunrajkumar
Community Debut
3 months ago

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