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Topics started by Daniel Söderlund

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Daniel SöderlundSkilled Expert

asked in Ticket & Workflow Management

Pre-populated ticket fields

Hello, I’m looking for a way to populate fields/drop down/check boxes using a URL So I can have card on the end user portal with like this url myitsm.freshservice.com/support/home?category=HR?employeetype=Consulting?active=True“employeetyp” is a drop down field “active” is a checkbox Has anyone manage to get something to work ? TIADaniel

Daniel SöderlundSkilled Expert

posted in Ticket & Workflow Management

Workspace nor not to workspace

Hi, I have started to looking into WS in FS in my trial. Found few things that I’m questioning “why didn’t they do like this”. Wounder if anyone else have been looking into using? No global custom objects, if you have WorkFlowAutomations that uses custom objects you need to create them in specific workspace. You need to duplicate/mirror (manually) the custom object if the same ticket going to be moved to another workspace. The prefix for the ticket is default workspace(IT)set to SR(type: service request), so of a ticket is routed back to IT workspace it will get SR and not the same it was before like a INC. (You could mitigate this with an WFA and a hidden field that contains the original type) My findings for now, except they way access it handled and few other settings that has moved around.

Daniel SöderlundSkilled Expert

asked in Automations

Expression Builder expressions

if(regexMatch('{{ticket.tags}}', "Step2"), if(regexMatch('{{ticket.tags}}', 'Manager'), "{{P1.root.requester.reporting_manager_id}}", "{{R3.namedapprover1}};{{R3.namedapprover2}};{{R3.namedapprover3}}"), if(regexMatch('{{ticket.tags}}', "Manager"), "{{P1.root.requester.reporting_manager_id}}", "{{R2.namedapprover1}};{{R2.namedapprover2}};{{R2.namedapprover3}}"))I have created this expression. The test say it’s OK But I can’t click on done then I get “Invalid Syntax - Operands are mismatched.” My idea of this i to have one send approval block and use the result of this expression for how to send to.

Daniel SöderlundSkilled Expert

posted in Automations

Managing Custom objects

Hello everyone, How do you manage your custom objects? Adding, removing and changing records when you get large lists. As you can’t sort or filter records.

Daniel SöderlundSkilled Expert

asked in Apps and Marketplace Integrations

Remove e-mail history for incoming reply

Hello, I found some old posts about this but no solution. Tried to google a bit for it as well but I guess I’m searching for the wrong key words. I don’t want to see the quoted text when I get a reply from a customer in my ticket. Eather remove or collapse the quoted text. Is there a built-in function for this or current app or can it be done making an app ? Comments include full comment history | Freshworks CommunityCreate an email delimiter to clean up the replies flow on ticket interface | Freshworks Community Kind regardsDaniel

Daniel SöderlundSkilled Expert

asked in Automations

Get more then one record from a custom object

Hello, What I have seen using the Custom Object node in a WFA you only get 1 record. Anyone has a solution to get more then one ? Example you have CO with all your softwares and you need all adobe software to add a user to AD groups that each adobe applications the is associated too.I have a multi drop down field in my service item that the requester select the applications the new users needs. Can be one application with several access levels and each level have a dedicated AD group.

Daniel SöderlundSkilled Expert

asked in Automations

Set Status as Open on Specific Date/Time

Hello, I have requests from customers to be able change status at a given time. They want to add a date field to the forms and when an agenten sets specific date and time the ticket should set on pending and be reopened on that date and time. If the time node would have had input field where we could use a placeholder from the form and not just hard set. Seen post about this but couldn’t find them.

Daniel SöderlundSkilled Expert

asked in Automations

Expression: Replace language specific characters

Hello, I’m almost sure I have read on this forum how to replace all non a to z characters in a placeholder but I can’t find it. Could have been using Liquid Filters. I have created a Liquid Filter to do it but I need to set a field and using the Liquid Filter in the field isn’t working. Same works fine when I use it in a note.

Daniel SöderlundSkilled Expert

asked in Automations

Another Expression node issue

Hello everyone I have this expression and I can’t get it to work if(regexMatch('{{ticket.description_text}}','Bifoga') && regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), if(regexMatch('{{ticket.description_text}}','Övrig'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Övrig',0)), if(regexMatch('{{ticket.description_text}}','Bifoga'), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_text}}', 'Bifoga',0)), substring('{{ticket.description_text}}', indexOf('{{ticket.description_text}}', 'Välj klockslag:',0)+length('Välj klockslag:'), indexOf('{{ticket.description_tex

Daniel SöderlundSkilled Expert

asked in Automations

Workflows for tasks

Hello everyone, I haven’t done that much of workflow automations(WFA) for tasks. I was helping a customer who wanted to create an asset from a Task WFA.Thought it was going to be easy, just do a web request and API. But the task module don’t have that...I hade to use the action node and do a web hook on the parent ticket. Downside is that I can’t see if it failed or do anything about the respons from the API. I hade to hard code the payload due I couldn’t use a custom object to control the flow, I added this, please vote if you think we need all standard nodes in the task modul as well,

Daniel SöderlundSkilled Expert

posted in Apps and Marketplace Integrations

Apps and tools

Hello everyone, I just like to share a smal addon our devs have created.It’s a addon for Chrome and Edge or other chromium based browsers that can install addons from Google webstore. It’s QoL addon, adds /edit when you open a workflow automation.Changes the size of few fields as well. Makes it easier to read. https://chrome.google.com/webstore/detail/freshservice-automation-t/hgbnbhlmljjnchfcpihajfjkfeelaeol

Daniel SöderlundSkilled Expert

asked in Assets

Probe on windows server 2019

Hello, Is the probe still not supported on Windows 2019 servers ? Installing Discovery Probe in your system | Freshservice Asset Discovery : Freshservice KRdaniel

Daniel SöderlundSkilled Expert

asked in Employee Onboarding

Onboarding - share information between tickets

Hello, I have a customer that uses the onboard module and works fine but they have issue where departments are depending on each others. I know you can setup predecessor ticket but some tickets are depending on 2 predecessor tickets. Example: First group creates a User sign in ID second group creates phone number. There a ticket that is successor to the first ticket(Create user sign in ID) to enable OTP but they need the phone number and User ID. The customer has custom ticket fields to share data between tickets but can only done to parent via API or successor via Action node. Don’t want to set the ID ticket successor to the Phone numer ticket. Any ideas on this ? //Daniel

Daniel SöderlundSkilled Expert

asked in Automations

Filter JSON

Hello, I need a way to get the ID by filtering the value on the subject ( ya I know it’s a bad field to use)Can’t see a way to do it with the JSON parser node. { "onboarding_tickets": [ { "id": 23989, "created_at": "2023-03-13T10:03:11Z", "updated_at": "2023-03-13T10:03:16Z", "subject": "Onboarding for - Starting: 2023-03-27 [#SR-23989]", "responder_email": "info@mail.com", "status": 2, "parent": true }, { "id": 23990, "created_at": "2023-03-13T10:03:12Z", "updated_at": "2023-03-13T10:03:15Z", "subject": "1. HR ONB for - Starting: 2023-03-27 [#SR-23990]", "responder_email": "", "status": 2, "parent": false, "predecessor_ticket_id": null, "successor_ticket_ids": [ 23991 ] }, { "id": 23991, "created_at": "2023-03-13T10:03:12Z",

Daniel SöderlundSkilled Expert

asked in Ticket & Workflow Management

Approval function missing "Content unavailable"

Hello I’m trying out some approval WFAs and noticed that the option/result for the approver are missing. -It only say “Content unavailable”I see the status of the approval and have the option to approve.

Daniel SöderlundSkilled Expert

asked in Automations

Another day another expression

Hi,This is just a test/concept I have setup a SI for end user( application owners and other key employee) to request a Announcement in Freshservice. I use API to create the Announcement. The form looks like this, I have this 2 expressions to correct that the requester manage to set a earlier date. Sets current date and timeif('{{ticket.ri_205_cf_visible_from_iso}}' < now('Europe/Stockholm'), now('Europe/Stockholm'), '{{ticket.ri_205_cf_visible_from_iso}}')and for To, it adds 1 hour to the current date/time.if('{{ticket.ri_205_cf_visible_to_iso}}' < addHours(now('Europe/Stockholm'),1), addHours(now('Europe/Stockholm'),1), '{{ticket.ri_205_cf_visible_to_iso}}')It works just fine. I know I need to make some more checks for if the To value is earlier then the From date if the first expression sets current date. Have added a business rule that prevent the requester to set a earlier to date then from date. But I had a idea that the requester don’t have to select the start

Daniel SöderlundSkilled Expert

asked in API and Webhooks

Enable calibrators to send in FAQ via kbase e-mail

Hello, I have a customer that want more than just agents be able to send in FAQ using the kbase e-mail. Is there a solution for that? I was hoping calibrators could do that as well but no. I was asked by the partner support to create a SR here on the forum.

Daniel SöderlundSkilled Expert

asked in Apps and Marketplace Integrations

Automate Shared ownership

Hello, Any advice on how to prevent first line agents assigning to a specific internal group(s)?I have a customer that want to use shared ownership to escalate tickets. Have set it up like this: Team 1 Firstline → Global support (internal group) → dev team (internal group) Firstline should only be able to assign to Global support and not the Dev team. TIA Daniel

Daniel SöderlundSkilled Expert

asked in Automations

WFA fail to read Custom object

Hello, I have creates a integration with a external system for a customer. Use custom to hold the endpoint data and common used values in the API payload.Worked fine for some time, but the customer keeps getting failure where the placeholder from the custom object is empty. Anyone seen this as well?//Daniel

Daniel SöderlundSkilled Expert

posted in Apps and Marketplace Integrations

Freshservice Apps by Synerity

Hello, We at Synerity have developed a suite of apps to augment the capabilities of Freshservice. FreshserviceAdmin Dashboard: Gain a summary of how many agents are active in your account, requesters, Freshservice downdetector status, and API statusFreshworks Api Rate Limit Status Integration | Freshworks Marketplace Asset Location Sync: When a user is updated or created, the app sets the location of the user's assets to the user's location.Freshworks Asset Location Sync Integration | Freshworks Marketplace Ticket Bridge: Send a ticket to another Freshservice environmentFreshworks Ticket Bridge Integration | Freshworks Marketplace Outbound Email Sender: If an agent creates a ticket for a requester, the requester will be notified that the ticket has been created.Freshworks Outbound Email Sender Integration | Freshworks Marketplace Freshservice GDPR Assistant: Remove agents, requesters, and tickets after a specified number of months.Freshworks Freshservice GDPR Assistant Integrat

Daniel SöderlundSkilled Expert

posted in Apps and Marketplace Integrations

Freshdesk apps by Synerity

Hello, We at Synerity have developed a suite of apps to augment the capabilities of Freshdesk.Here is a list of some of them.Public To Private Note Converter: Ensure that all notes remain private for agents.Freshworks Public To Private Note Converter Integration | Freshworks Marketplace Open Ticket On Note/Open Ticket On Reply: If a ticket is closed, a note or a reply will reopen the ticket.Freshworks Open Ticket On Note Integration | Freshworks MarketplaceFreshworks Open Ticket On Reply Integration | Freshworks Marketplace Company Viewer: Opens up a modal with information about the company associated with the selected ticket.Freshworks Company Viewer Integration | Freshworks MarketplaceYou can also find more information about our apps at Synerity Marketplace - Synerity AB

Daniel SöderlundSkilled Expert

posted in IT Operations Management

Accept semicolon and colon when importing

Hello, Created this idea, what do you all think about this ? https://community.freshworks.com/ideas/accept-semicolon-and-colon-when-importing-32941 //Daniel

Daniel SöderlundSkilled Expert

asked in Apps and Marketplace Integrations

JIRA Orch app

Hi, Anyone here using the JIRA Orch app to add comments to a issue ? I just get error saying something is wrong and I should look API documentation. I don’t get what I should look for. My first idea is that the app is out of date, JIRA has changed the API. But I like to check here first.

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