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Replies posted by mike.b

5 Replies

M
Top Contributor
mike.bTop Contributor
asked in Ticket & Workflow Management

What Stops Subsequent Workflow Rules From Running?

After some more testing, I think I found the issue. Rule #2 is using the Freddy Suggestion “Thank you” message as part of its condition.The user isn’t sending a thank you (literally just “#close”), so I’m guessing it’s picking up the “thank you” from our help desk signature somewhere else in the email thread? If I remove the Freddy Suggestion check, then it runs consistently with rule #1 followed by rule #2, as is expected based on the rules. Mystery solved!  Glad I’m not going (too) crazy.  🙂

1
M
Top Contributor
1 year ago
M
Skilled Expert
MariamPSkilled Expert
asked in Automations

freshservice status when closing ticket

I don’t know if it can be done with a status or not…We use a custom field to log why the ticket was closed (i.e. completed, false alarm, user resolved on their own, closed due to inactivity, etc.), and require that be filled in when closing the ticket.

4
zachary.king
Skilled Expert
1 year ago
T
Top Contributor
thusep8652Top Contributor
asked in Automations

How can I capture a keyword in the body of a reply to a ticket?

Do you have screen shots of your JSON parser and expression/condition nodes?As far as I know, the “Expression has failed” messages mean the expression itself failed due to some kind of error, not that it ran successfully and returned false.  If you review the execution logs, it should give some detail in there (here’s an example of a condition node of ours with true, false, and failure results)  We use a workflow rule to close resolved tickets if the requester includes #close in their reply.We trigger the rule when the requester replies or adds a note, then check the ticket.latest_public_comment field.  This way we don’t accidentally trigger if we find an older message in the conversation that has the keyword - we only want to check the latest reply (I assume that can be done via API too though).I wasn’t finding good documentation for the regex system FS uses, so I just converted to lower case and used indexOf instead.  Not sure if something like that would work for your use case or no

4
B
Skilled Expert
1 year ago
T
Top Contributor
thusep8652Top Contributor
asked in Automations

How can I capture a keyword in the body of a reply to a ticket?

My only suggested edit to @mike.b  would be to set the Expected Output = Number and to remove the >-1 because that’s going to need an IF stmt to make use of it.  Since the expression is part of a condition node it’s expecting a boolean output, so that’s why the `> -1` part.Even though it says it’s expecting a string in the screenshot… I think that’s just a Freshservice quirk, it won’t actually let you change it for a condition node. But yeah, if you were in a normal expression node, then the setup as pictured wouldn’t work!

4
B
Skilled Expert
1 year ago
M
Top Contributor
mike.bTop Contributor
asked in Automations

How can I get all Employee Onboarding fields (workflow or API)?

Hi there!  No luck.What we ended up doing is…Using a workflow rule that takes all of the available fields (so, minus the paragraph fields) and sets the description of the ticket via an API call to make it looks nice for those fields. Then in the Onboarding setup (in the ticket creation section), we set it to display only the paragraph fields.The end result is we get the majority of the fields formatted how we want at the top, then underneath we get the paragraph fields (which we don’t have any control how they show up, but we only have two of them so it’s manageable). So we wind up with something like this: 

2
johankhan
Community Debut
11 months ago

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