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Topics started by peter.vancik

3 Topics

P
Contributor
peter.vancikContributor
posted in Portal/Knowledge Base

Hide associated assets in customer portal ticket view

Hello Freshservice users/agents,For those, who don't want to show associated asset to tickets in customer portal for requestors. E.g. assest are shared or customer is not allowed to see it, but it has a benefit for service operation to associate these assets for further analysis, here is a workaround :Place this part in admin>helpdesk rebranding>customize portal>stylesheet> custom stylesheet>/*  with this part is hidden detail about associated assets in customer portal ticket view - sidebar */  .sidebar-tktdtls {     display: none; }

0
P
Contributor
5 years ago
P
Contributor
peter.vancikContributor
posted in Ticket & Workflow Management

Workflow conflict / Add PRIVATE note after closure Reopen ticket when requestor responds

Hello, A bug in workflow automator. We have 2 rules: 1. If ticket updated / if status is closed / add private note "<text>" 2. Out of the box rule > Reopen tickets when the requester responds When ticket is "closed"  rule 1. is executed and "SYSTEM" adds a private note. But it is in the same time also rule 2. executed. and ticked reopened! This ticket can not ever be closed. Problem is, that Freshservice does not recognize System note and Requestor note. Or the primary EVENT(condition) if requester responds is wrongly defined in code of rule 2. Thank you Peter

4
rajagopal.baladhandayutham
Community Manager
4 years ago
P
Contributor
peter.vancikContributor
posted in Portal/Knowledge Base

Placeholder "approval.ul" and approval.portal_url does not return value

Hi,In workflow automator by action > send email to group, used placeholder approval.url does not return value.Workflow is executed and is correct. Email is received by group members, other placeholders work fine (subject, ticketID,...) approval.url NOT.Approval mail received by agent.Approval requested and seen in ticketAgent which has to approve is in the same group as  in workflow  action.RegardsPeter

1
T
Community Debut
5 years ago

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