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Replies posted by ITservicedesk

4 Replies

I
Top Contributor
ITservicedeskTop Contributor
asked in Ticket & Workflow Management

Employee Onboarding - Assign Reporting Manager as the requester for Service Request

Yes and No,We had to add an additional place hold “Reporting Manager Email” in which the HR member has to type in the email address referenced from the Reporting Manager drop down (agent listing), however it work.The API call the uses PUT actionEndpoint: https://*.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}Credentials InlineBody:{  "description": "{{ticket.subject}}",  "email": "{{ticket.onboarding_request.actor_1.cf_reporting_manager_email_please_type_the_email_address_seen_above}}"} 

3
zachary.king
Skilled Expert
1 year ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Ticket & Workflow Management

How to show more than 4 status in ticket properties?

Zachary, Thank you for the quick reply, I actually had to create a business rule with the reverse in order to see the custom statuses we created.  The following was our experience in the properties pane prior to the business rule.Statues available in properties without business rule enable on ticket details Statues available when updated in list view without business rule enabled I then created the following business rule to set the options for status of all custom statues in order to make them visible in within the ticket properties.    With the above business rule enabled the properties pane in the ticket is now allowing us to choose all available statues Statues available in properties with business rule enable on ticket detailsIf I understand your comment above, the business rule that was created should not be required, however adding the business rule to show them appears to make them visible.

4
zachary.king
Skilled Expert
1 year ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Automations

Auto approve child SR if parent approved

We actually have a generic workflow that if the service request is raised to send for approval.  Trying to determine if there is an condition we can set that if the ticket is a child ticket that it would bypass this workflow. 

4
zachary.king
Skilled Expert
1 year ago
I
Top Contributor
ITservicedeskTop Contributor
asked in Automations

Auto approve child SR if parent approved

Trying to rethink our generic Service Request approval workflow, as we want to get approval for any purchases.  As we allow the individual items to be requested.  IE: Laptop, Docking Station, Keyboard combo.   If the accessories are added to the primary service request we would only like to go through one approval but still offer approval process if the accessories are requested individually.Also @zachary.king I want to thank you as you have been quick to assist in all our community posts..

4
zachary.king
Skilled Expert
1 year ago

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