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Topics started by maghed

10 Topics

M
Skilled Expert
maghedSkilled Expert
asked in Automations

Expression builder, String output with double quotes?

HiI have issues with expression builder that I hope someone can help me with. I have a string that I would like transform slightly by replacing a specific part of it by using the “Replace” function. This works good but I have issues with the output.The input string includes double quote characters and the output string should have these intact but for some reason the output string transforms the double quotes to single quotes. Is there a way to work around this issue?My input string looks similar to this:\“role_id\”:52000143029,\”assignment_scope\”:\”member_groups\”And after replacing “member_groups” with “entire_helpdesk” the result becomes like this:‘role_id’:52000143029,’assignment_scope’:’entire_helpdesk’ See example screenshot from a simple expression node with this issue. 

13
M
Skilled Expert
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Getting Started

Visibility rules for Agents+Requester??

Hi, Is there a way that I can set “visibility” rules on Service Items that applies for all users, i.e. Requester + Agents?I can’t find a way. If I for example would like to publish a service item for users in a specific location I would like that rule to apply all users but I do not understand how to achieve that.We have quite many Agents spread across many departments and geographical locations and it will be difficult over time if we can not apply the same rules for them as they as employees in many situations are Requesters.

10
D
Community Debut
3 months ago
M
Skilled Expert
maghedSkilled Expert
asked in Assets

Hiding specific Service Items from Service Catalog

Hi all,I have a need of hiding a few specific Service Items from the service catalog list view in the portal interface.Has anyone done this in the community and can share the script? The result I’m after is to be able to hide specific items from normal category views because they only need to be visible through a bundled item. Using Requester groups etc will not solve this as they will not be visible from the bundle when using this method.

9
J
Community Debut
3 days ago
M
Skilled Expert
maghedSkilled Expert
asked in Assets

Mandate Asset on Change

Hi,I would like to have it mandatory to populate a Change ticket with an Asset at a certain status. This is not included in the change lifecycle settings as far as I know. I have instead tried to apply business rules that “Mandate Asset” as indicated in the screenshot but it simply doesn’t work. I can still create and/or edit changes without being asked to populate an asset.Has anyone encountered this issue or has other ways of achieving this? I tried to apply the same rule for Tickets. It works for “new” forms but not on “edit” forms.

7
eeha0120
Skilled Expert
10 months ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations

Expression to check agent group membership

Hi,I have a need to set up a condition in a work flow that checks if the requester of a ticket is member of specific Agent group. I haven’t found any standard way of doing this so I have tried with api calls and expression builder but without success.I’m using a web request to get the group details and a json parser node to structure the output. But how can I use the Expression builder to check if the ticket requester is member of the group or not? Anyone managed to do such a check?The web request returns an array or numbers for the group members which I assume is part of the problem.

6
M
Skilled Expert
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations

Add relationship as part workflow

Hi, Is it possible to automate creation of relationships as part of a workflow? For example if a user orders a service (not hardware/software) and I would like to track the fact that the user is consuming that service in CMDB for helpdesk to have that insight in case of incident etc.

3
lyndahoffman
Community Debut
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations

WFA event trigger based on "Merge"?

Hi,I’m trying to find a way to automatically mark tickets that have been closed by a merge action so that I can use this in analytics etc. to filter on. I guess adding a Tag or having a custom field for this would work but how should I best achieve this by automation?Anyone have a well working solution for that to share?

2
M
Skilled Expert
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Portal/Knowledge Base

Hiding the name of the assigned Agent for Requester?

Hi,Has anyone managed to hide the name of the assigned agents for the requester in the portal and ticket views? We would like to avoid that the Requester take direct contact with the assigned Agent as that disturbs operations. Possible by a setting or by configuring the portal html and css?

2
M
Skilled Expert
1 year ago
M
Skilled Expert
maghedSkilled Expert
asked in Ticket & Workflow Management

List software used by user

Hi,Trying to figure out how I can get a list of softwares used by a specific user in a workflow. I can easily do it on Assets through API calls but I can’t figure out how to do it for Softwares. Any input?

1
LucasHansson
Skilled Expert
10 months ago
M
Skilled Expert
maghedSkilled Expert
asked in Automations

Use API result in "send approval mail" action?

Hi,Anyone that has input on how I can use a result from a API call in a “send approval mail” action node?We are using Powershell orchestration app to fetch data from a local file and would like to use this data to send approval mails. But the action node for “send approval mail” is not able to add this data as dynamic placeholder as far as I understand.  I could use the FreshService API to add an approval to the ticket but then I need to break the WFA and do another WFA to start when the request is approved. Is this the best approach?

0
M
Skilled Expert
10 months ago

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