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Topics started by mike.b

2 Topics

M
Top Contributor
mike.bTop Contributor
asked in Automations

How can I get all Employee Onboarding fields (workflow or API)?

Hello!Our employee onboarding process is just HR → Reporting Manager, asking each for information.  However, the display of the collected information in the ticket is a little… lacking (it’s a two-column layout, not easy to set the order, paragraph fields are collapsed into a single line...) I set up a workflow to add a private note to the ticket with the fields we want in the format we want… it works great for most fields, but not all of the fields are available as placeholders - the paragraph fields are not listed as options.I decided to see if we could pull the fields from the API instead, but no luck.Pulling from https://[domain].freshservice.com/api/v2/onboarding_requests/[num] the ‘fields’ objects lists the fields (including the paragraph fields), but only the ones for the HR step - none of the Reporting Manager-filled fields are included. So my questions are…Is there a way to access onboarding paragraph field placeholders within a workflow? or Is there a way to pull ALL (HR and

3
johankhan
Community Debut
11 months ago
M
Top Contributor
mike.bTop Contributor
asked in Ticket & Workflow Management

What Stops Subsequent Workflow Rules From Running?

I’m having trouble finding info on exactly how the workflow automator rules run (or not).My understanding is that when an event occurs, all workflow rules for that event are executed in order:Actions performed by workflow rules do not trigger new events of their own (i.e. rule 1 cannot make a change that triggers rule 2 to run) Changes made by workflow rules are visible in subsequent rules (i.e. a value changed in rule 1 can be used in rule 2)It seems like there are some cases where rule processing stops, but I haven’t found documentation as to why. For example, Rule #1:When a reply/forward is sent by the requester - if the ticket is Resolved and the reply contained ‘#close’ - set the ticket to Closed. Rule #2:When a reply/forward is sent by the requester - if the ticket is Resolved or Closed - set the ticket to Open. Rule #1 is above Rule #2 in the order.  Both rules work fine on their own, but when rule #1 is fired, rule #2 does not.  (To be clear, this gives the behavior I want - I

1
M
Top Contributor
1 year ago

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