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Topics started by Danthebugg

2 Topics

D
Apprentice
DanthebuggApprentice
asked in Ticket & Workflow Management

Service Catalogue item approval by Cost Centres

Hi All,I’m part of a small team developing our new FreshService system and having issues creating a workflow that produces the following scenario and would be ecstatic if I could get some support on this:We want to setup our approval structure in a way that when a user requests a service item(e.g. a CAD 15” Laptop), they are presented with a prompt field that asks for that requester’s cost centre in order to send their department cost centre owner an approval email. The idea behind this, would be such that if a user in the Finance department for example requests the CAD 15” Laptop service item, this item cost will come from the Finance cost centre/budget rather than the IT budget. With the below configuration, I’m not getting approval emails sent through to the cost centre owners at all.Things tried so farCreated “Cost Centre Approval” Custom Object - Text field with records for each individual cost centre# and a lookup field referencing each approver email address for approval.  Creat

4
Bewitchingmaker1
Contributor
2 years ago
D
Apprentice
DanthebuggApprentice
asked in Automations

Workflow help - ticket assigned to agent adds them as watcher

Good Afternoon All & Happy Friday,Just looking for Workflow assistance that may have a quick answer.I want to create a workflow that when a ticket (incident or service request) gets assigned to an agent, that agent automatically gets added as a watcher to that ticket.The reason we need this, is if after an agent troubleshoots an issue, if they need to escalate the ticket we want that first assigned agent to be updated on any notes/replies or status changes as a watcher would. This would be great so our 1st line team can be kept updated on a tickets “journey” - equally the 2nd line agent added as watched and so on and so on.Much appreciated if anyone who solves this could include a screenshot of the working workflow - any questions ill respond asap. Many Thanks,Danthebugg

2
Daniel Söderlund
Skilled Expert
1 year ago

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