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Ticket & Workflow Management

Ticket & Workflow Management

Ticket & Workflow Management

346 Topics
1,214 Replies

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346 Topics

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bzentnerApprentice

asked in Ticket & Workflow Management

Does the Freshservice Work Schedule impact the auto assignment in Agent groups

After setting up Work Schedules for my users, I expected ticket auto assignment to only assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were: Create Business hours for the Agent Group (8a - 8p EST) Create Business hours for each shift (Early Shift 8a - 5p EST & Late Shift 11a - 8P) Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users. Created Work Schedules for each shift with their business hours set to their appropriate business hours. Added the appropriate agents to each Work Schedule. The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to. Did I miss something in the configuration?

MacMurdoSkilled Expert

asked in Ticket & Workflow Management

Tasks - Create continuous reminders

Hi AllIs there a way of creating continuous reminders in tasks to the assignee until the task status is changed to complete, after the Due Date?Thanks

Patrick GSkilled Expert

asked in Ticket & Workflow Management

Help with /api/v2/service_catalog/items/{display_id}/place_request

Hi all, anyone to help me figure this out?Have no issue at all creating tickets this way, but somehow, I’m unable to find what’s not working for a service request. The item 162 is in service catalogue, activate and accessible for all. Any quick clue would help me a lot! Thanks in advance! :)

jmalhApprentice

asked in Ticket & Workflow Management

Capture Previous Solution Description

Hi Team, I need help in below requirement:How i can configure the workflow ? When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content. The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email). In actions there is no direct placeholder for the capture previous content for solution description.Please help. ThanksJM

RodSSkilled Expert

asked in Ticket & Workflow Management

Planned Start, End and Due date

HI,These dates disappeared from my tickets. I can still see these fields in Tasks. Do you still have these fields in your environment?

Kate EBApprentice

asked in Ticket & Workflow Management

Filter Resolved by Customer Responded Ticket state

I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.

MDaviesSkilled Expert

posted in Ticket & Workflow Management

Allow the repositioning of the Approve / Reject Buttons In Approval Emails

As per the title, I’d like there to be a way to reposition the Approve and Reject Buttons In Approval EmailsCurrently these buttons will be positioned at the base of an Approval email: This isn’t so much of the problem if you use the Default templates but these generally lack context, forcing an end user to perform a few clicks to get to the Ticket/Change. Has anyone found a way to do this or shall I log an Idea?

shs_tim.hobsonSkilled Expert

asked in Ticket & Workflow Management

Source field showing a a number in emails

We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below. Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?

AndyRussellSkilled Expert

asked in Ticket & Workflow Management

FreshService change management - buttons and rejections from CAB

Hi, we’re just starting to try to get automation working within FreshService change management. Two queries have emerged so far. For the email notification to CAB members, we want to remove the approve/reject buttons at the base of the email but still allow email approval by replying with the words approved/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can’t then reply to approve/reject. So question is more about whether the underlying code can be customised. Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines. We have an approval workflow set to two CAB members with either able to approve, and this works OK. But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in. If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiti

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

auto scrolling in ticket screens

Does anyone have a way that prevents the ticket screens from automatically scrolling to the latest entry?As I audit my tickets, I have to keep scrolling up to change tabs or see the original ticket text…

SmartPApprentice

asked in Ticket & Workflow Management

Asset Location from Used By Location

I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance

jmalhApprentice

asked in Ticket & Workflow Management

Tasks In Workflow Automator

Hi Team,I’m new to freshworks.I need help to create Workflow for below requirement.Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.Requirement 8: Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.comFor these requesters, the default notification triggered during email creation should not be triggered. A new notification should be triggered to the two requesters from the workflow with following content :"Dear Requester.Your ticket reference no for PLC BA is ticket iDSubject: Created Date: Your request will be processed & confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.Thanks & Regards,PLC Helpdesk"C-sat should be set as NA for tickets assigned to this group. ThanksJM

jeroen.heijboerContributor

asked in Ticket & Workflow Management

Automation for a new ticket with a automatic note

Hopefully someone can help me.I would like to create a ticket worfklow automator that does the following:- Automatically creates a ticket every morning- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frameNow I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload / workflow? Because I'm new with using webhook triggers.

xautomate_mostxApprentice

asked in Ticket & Workflow Management

automating approval emails for INC tickets

Hi all, I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected: Current workflow:-user submits a portal form, and includes an email of an approver-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully ‘created’ in the system-aftert the timer node, a new action begins which uses the custom field “Approving Manager Email” to send an email to the listed email in said field-the email that the “approver” is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i’ve used are working when inserted in the email . I understand that the “Send Approval Mail” placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket? We do not want these requests to be bui

suzanne.blinnApprentice

asked in Ticket & Workflow Management

Disable email in the sandbox

Has anyone found a way to disable the email function in the FreshService sandbox? Not just the notifications but all email?We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them. Yes even though it indicates it’s from the sandbox.I don’t want to remove these actions from the workflow as that’s part of what I’m testing. I just don’t want the emails to actually get sent.

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.

pruthviraj2391Apprentice

asked in Ticket & Workflow Management

get API of time entries fetchs only 30 records

This is get time entry api: {{freshservice URL}}/api/v2/tickets/Ticket_id/time_entriesThis api returns only 30 entries which are latest for that ticket. is there any pagination available for above api or any other solution?

ParsonsBApprentice

asked in Ticket & Workflow Management

Automation Based on System Info

Hi Everyone, Is there a way for the freshdesk automations to be based on the source of the tickets? In the tickets there is a properties bar that tells me the Browser, OS, and the Root Website the ticket was submitted from on the widget. Is there no way to reference this info when processing the ticket? I’d love to be able to do different things with the ticket based on where it came from, specifically the website.

aaron_jhgTop Contributor

asked in Ticket & Workflow Management

Chaser emails to end users

I am trying to set up our service desk wherby if we put a ricket status ”On Hold - Waiting end user” it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically.

JFrancisCommunity Debut

asked in Ticket & Workflow Management

Notifications when a ticket bounces between groups?

Is there away to generate a notification if a ticket bounces between groups multiple times or even away to count the number of changes that occur?Example, ticket is raised by tier 1 and sent to infrastructure (1st change). Infrastructure needs additional information so they send the ticket back to tier 2 (2nd change). Tier 2 is unable to get the information requested so they send it incorrectly to Desktop Support (3rd change). Device is actually a Register so Desktop Support sends it to POS Hardware (4th change). POS Hardware answers the question for Infrastructure and sends the ticket back to Infrastructure (5th change). Infrastructure is able to fix the issue and close the ticket. This is a scenario we have encountered many times, sometimes a ticket will bounce multiple times between groups. We need away of documenting this.

asadentonApprentice

asked in Ticket & Workflow Management

Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?

Hello,Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.Thanks,Asa

jamurkinApprentice

asked in Ticket & Workflow Management

Workflow not triggered after Change is updated or created

Hi, I have a workflow that should be triggered by a Change item being updated or created, but it doesn’t seem to be working. At the moment, the flow should simply trigger a webhook (specifically a Power Automate flow), with it sending some of the form information for further processing. I’ve tried creating a new change and then updating its status, but nothing appears in the Execution Logs page. Any help would be appreciated.

Douglas.segerpalmCommunity Debut

asked in Ticket & Workflow Management

Get attachment (PDF e.g) from a SR ticket and Create INC ticket from that SR ticket including the attachment

Hi,Is this possible in Freshservice?

Brian RApprentice

asked in Ticket & Workflow Management

Risk Analysis for Change management

What are people doing within their Freshservice instance to be able to create a Risk “questionnaire” or have you setup anything that can help determine a “Risk” assessment/calculation for change tickets?Example:A change ticket is created/submitted and before it goes to cab there is some procedure that will ask some questions and based off of those questions, the Risk level is calculated. Also, did anyone setup a business rule that if any asset has been deemed, critical based on one of its attributes, the ticket (incident, Change ) will automatically be assigned a specific Risk level. For change tickets this would be part of the risk assessment.

wtantApprentice

asked in Ticket & Workflow Management

Need help with trigger webhook to update requester's email

Hi,I created a workflow to update the requester’s email when ticket is raised and ticket subject contains a certain words. The execution log showed it was executed successfully but the requester’s email didn’t get updated. When I test with the “Test Webhook”, it’s working. However, it’s failed when ticket is raised and called this workflow. Request Type: PUT Any ideas? Thanks,WT

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