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Replies posted by afautley

98 Replies

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WQOliviaContributor

asked in Automations

When a task is updated create service request

I think your best option is to create a SR with task completion rather than locking the child tickets.you can use the Task Automator with an event of Task closed using conditions of the requested item and group ID. then use a webhook to create a SR something similar to this?

WQOliviaContributor

asked in Automations

When a task is updated create service request

I found this link really helpful for any Webhooks we need creating. https://api.freshservice.com/#create_ticket (might be easier on this one.https://api.freshservice.com/#create_service_requestEach webhook will be specific to you request on what you want updating. Best to use your API Key if you can the authentication section of this document is quite easy to understand. https://api.freshservice.com/v1/#authentication however you cannot set a child ticket to an SR. not sure why… I find giving it a go is the best solution and if you are struggling, log a ticket with freshservice for them to have a look at where you might have gone wrong.

raymondcanilaoSkilled Expert

asked in Analytics

Analytics - Cancelled Status for SLA %

I think this is out the box metrics and are not configurable. Might be best to log this as an Idea. However, do you need a cancelled status? can you not just delete the tickets. then it will remove them from the metrics.

msconfig87Skilled Expert

asked in Automations

how can the service category be used in Workflow Automator?

Hi, something like below would work for the conditions for each category. then after each category you would need an action to assign the agent group

msconfig87Skilled Expert

asked in Automations

how can the service category be used in Workflow Automator?

We’ve done something similar too, it may be a bind to have an entry for all of your service items, but the benefits are worth it. We use custom object to set priority category etc too.

msconfig87Skilled Expert

asked in Automations

how can the service category be used in Workflow Automator?

This is so we can report on how many leavers, new starters, permission requests, New email requests etc.. Technically they do choose it when they fill out the specific Catalogue Item...

Chris S.Skilled Expert

asked in Ticket & Workflow Management

Add Response time to ticket list

Think this is a feature request.. The only thing i think you could do as a workaround is…Create a custom field in field manager titled “response time”. Create a workflow so that when you action your first response you set this new custom field with the response time. This field as a custom field should be available in the list for tickets. (this will also highlight all tickets that have not had a first response.

Dave MContributor

asked in Automations

Freshservice workflow raise a ticket based on custom date field

The only way i can think of doing this is through scheduled workflows (only in beta at the moment). You would run a flow everyday that would check those Requested Items and that field date, compare it with the current date - 1month and action a webhook to create an SR. not sure of when this is coming into production but if it is in beta i hope it will not be too long.

KrisCSkilled Expert

asked in Automations

Workflow automator pause when asking for approval

Thats Odd, it should wait for the approval before continuing. can you send a screenshot of the approval workflow?

KrisCSkilled Expert

asked in Automations

Workflow automator pause when asking for approval

I see what is happening… i think because you have multiple actions taking place on the one action box then it is just moving to the net stage.You should never need a condition for an approval.Try removing the “send approval mail to” action out into its own action box, you should then get the two different flows of approval.

TlekApprentice

asked in Automations

Url in the description field is always truncated when creating a ticket via api.

Not sure what you mean? are you able to expand a little? are you talking about creating a ticket via a webhook?

msconfig87Skilled Expert

asked in Automations

mandatory fields are also mandatory via API?

Not sure if this will work, but should… try unticking the “required when submitting the form” option on the field box. Then on your business rule to show the field, also make it mandatory. This way it should default to “non Mandatory” when completing form.

eeha0120Skilled Expert

asked in Ticket & Workflow Management

Missing description in tickets that are SR

This is something i have highlighted too... It is a mandatory field so in my mind should be populated by he system. i would only update the description though through a Webhook when you need to update other fields too. we had a workflow with an API to update the description of a SR every time, but it was just another Workflow running that took time before the team could action the ticket.

PatrickMurphySkilled Expert

posted in Automations

Service Catalog Lookup

you can display the custom object tables on the forms, not sure about filtering them. you need to first select an identity field on the Custom object table, select your object field you would like to advertise to the business then ticket the “mark as identity field” box Then it should appear as an option on the “select from data source” of a dropdown field on the service request you have created. FYI on the portal for the business it only displays the first 50 on the scroll. but all are searchable if you type the words you need. so we have added “first 50 shown” to the name of the box for a better customer experience. If you create multiple Custom Object tables for each department then you could setup business rules to hide/show the appropriate boxes on the form. Might get messy though if you have a lot of departments?

rashmi.nagCommunity Manager

published in Apps and Marketplace Integrations

Freshservice - Azure AD Orchestration Webinar | Watch RecordingEvent Recording

Yes all ready for it, However, I have a clash with another meeting so will only make part of it.Is it recorded?

Chris SherlockSkilled Expert

asked in Assets

Cannot change To date and time for loaners in new UI

Not having issues here.. Perhaps try a different form and see if there is a difference?

Chris SherlockSkilled Expert

asked in Assets

Cannot change To date and time for loaners in new UI

I have moved it to delivered and it is still editable. might be best to log it with support.

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2022Release Notes

Great changes again! looking forward to the admin view, looks cool and slick…also liking the different view for the approvers!

Vishal NemaCommunity Manager

Freshservice Release Notes - Nov 2022Release Notes

looking forward to the admin view changes! also the approvals looks like there is more visability

JonnyThinApprentice

asked in Assets

Converting a SR to an incident wipes out the data

I’m guessing this does this out the box as an incident should not have a requested item and that is where i’m guessing your data is stored…if it is a manual process we ask the agents to copy the data first then convert, (This does not happen too often where we are.)if it is an automated process you might be able to do some clever work with the form. creating multiple fields on the ticket form for the data you might need. hide the forms so nobody can see them in normal view. except if a specific tag is added. before converting as part of your automation copy the data over to the ticket form. add a tag so the agents can now see that data.

MariamPSkilled Expert

asked in Automations

freshservice status when closing ticket

I would do the same as above, that way you can get all the actions from a closed ticket but still be able to filter reports out to produce the cancelled ticket.

oliver.wardellApprentice

asked in Automations

Workflow logic

Hey Oliver, I've raised this with Freshservice previously that not being able to have multiple conditions from one event causes really complex automations. Currently there is no way round it other than to do this, Example. @Jack Day @suvashini.balashanmugam here is another example of someone else really needing this feature. hope this helps moves this forward.

WQOliviaContributor

asked in Automations

How can I go back to the planning stage after a rejected approval in a change?

Hi,I’ve not tested this but,I’m guessing it only lets you set to “Awaiting Approval” because of rules you have in your change cycle only let you go there. Perhaps in the change cycle allow it to go from Awaiting approval to PlanningThen the workflow might take affect…Then you can get your agent to review the change and resubmit again… Something i might look into as i have not set this up either but would be good to do. When i get time to look into it i will get back to you if i find anything else myself.

Rastory728Apprentice

asked in Analytics

Senior Leadership Status Reports

Hi, RastoryYou can setup scheduled reports to go via email. They get a pdf of the report you setup. just pick the options that suit you best and away you go.

JTAVOLAROSkilled Expert

asked in Apps and Marketplace Integrations

signifigant lag in running scenarios

Hi,I've ask my teams who use them generally on a daily basis and they have not noticed a difference...

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