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Topics started by JoeSuarez

3 Topics

J
Contributor
JoeSuarezContributor
asked in Ticket & Workflow Management

Workflow: change status based on ticket or SR contents

I’d like to set up an automation to change the status of a ticket or SR when it is submitted.Is there a way to look at the custom fields in the ticket or specific text to trigger a status change?For example, There is a dropdown selection in ALL of our Service Requests that reads ‘Is an ITSM ticket required?’ with choices of ‘Yes’ and ‘No’. If the automation sees specific text (in this case ‘Is an ITSM ticket required?: Yes’) then the workflow is triggered.

7
P
Skilled Expert
2 years ago
J
Contributor
JoeSuarezContributor
asked in Getting Started

Freshservice: Allow agents to send activation emails

Hello,We would like to give agents the ability to send or resend verification emails to contacts in Freshservice. We do not send activation emails automatically.Administrators currently have the ability to send activation emails, but agents do not see the link to send activation emails. We would like to delegate that to agents in a specific role.Is this currently possible? TIA

1
eeha0120
Skilled Expert
11 months ago
J
Contributor
JoeSuarezContributor
asked in Ticket & Workflow Management

Send Email functionality in Workflow Automator Action

When raising a service request, In the Automator Action bit we can send an email (Send Email to). I need to send an informational email to specific contacts (not agents) containing the details of the Service Request . I would like to include the details from the Service Request in to the email body that is being sent out via automator. I can add ticket information in the Condition bit of Automator, but how can I add it to an action?

1
coveyco
Community Debut
3 years ago

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