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Topics started by RichardR

4 Topics

R
Skilled Expert
RichardRSkilled Expert
asked in Automations

Workflow action after Alert is set to resolved

I need some brains to help me figuring out a workaround for a limitation in Freshservice (or lack of feature 😀)  We’ve integrated a webhook with FS. This works all fine. When an alert is raised in the external app a call is made to FS and an alert is created. Followed by an incident ticket. Then we have a workflow configured that gets triggered once an incident is created. It extracts data from the information that is passed on by the webhook and uses that to send an email to the customer. So far so good.Now we getting to the point where I need help with. At the moment the alert gets cleared by the external app (system is back online). The app informs FS through the webhook. The Alert status in FS is set to resolved and “SYSTEM” sets the incident ticket status to resolved. When this happens I want to add a note to the ticket and send a custom mail to the customer that the alert is cleared. I created a workflow for this with a event “when status is changed to resolved” but it is not wo

8
vidhisharma
Community Debut
1 year ago
R
Skilled Expert
RichardRSkilled Expert
asked in Automations

Expression Builder: Extract mail from ticket description_text

Hi I need some help with the following issue.I try to extract an user e-mail address from a ticket description so I can use that data to update the ticket requestor in FS. In my workflow I have an API call defined to retrieve the ticket information, then use the JSON parses to define the outputs and using below output in my expression builder. "description_text": "Tue Aug 02 10:10:39 2022: Request 224889 was acted upon.\r\n\r\n Transaction: Status changed from 'open' to 'resolved' by aaaaa\r\n Actor Email: aaaaa@bbb.net\r\n       Queue: cccc\r\n     Subject: [#INC-100853] Test 5 - July 21\r\n       Owner: Nobody\r\n  Requestors: helpdesk@xxx.freshservice.com\r\n      Status: resolved\r\n    Priority: 0\r\n Ticket <URL: https://tickets.bbb.net/Ticket/D9 >\r\n\r\n\r\nThis transaction appears to have no content\r\n", I try to extract the mail address that comes after Requestors: and before Status: running below expressionsubstring('{{ticket.description_text | sanitize_html}}',indexO

7
N
Contributor
2 months ago
R
Skilled Expert
RichardRSkilled Expert
asked in Automations

Set company based on subject information

Hi,I need a bit of guidance on a issue I try to solve.The situation is as follows.We have intregrated our NMS with the Alert module of Freshservice. If a device raises an alert, a webhook is triggered to FS and a alert is created, followed by a ticket. The subject of the ticket contains the device name and type of alert.For example “ABC-NL-Amsterdam01 - Link down”. The first part of the device name includes a three letter company reference. The company refenrence can differ as we support multiple companies. Because we use a single web hook in our NMS, we cannot set the company in the Alert rule.I now try to solve this in the workflow with an event of "Ticket created" and the condition type "alert"  but I'm a bit stuck how to build this workflow in the most effective way.How can I use the information from the ticket subject to set the company.The easiest solution but most ineffective way is to created multiple conditions in a rowCONDITION ticket.subject contains ABC - ACTION set company

6
Shipaato
Community Debut
1 year ago
R
Skilled Expert
RichardRSkilled Expert
asked in Ticket & Workflow Management

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

2
R
Skilled Expert
14 days ago

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