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Ticket & Workflow Management

Ticket & Workflow Management

Ticket & Workflow Management

361 Posts
1,256 Replies

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361 Posts

russell_16303Contributor

asked in Ticket & Workflow Management

Tickets not sorting by Last Modified properly?

Is anyone else recently experiencing an issue where their tickets view when sorted by “Last Modified Date” are not showing the most recent tickets at the top randomly? Some tickets are being updated by a customer reply or ticket note, and the date is updated, but then they are still down in the grid below tickets that weren’t modified as recently as them, messing up the sort order. Have a ticket open on this awaiting reply but it’s really messing up the ticket view of looking for the tickets with recent replies on them so wanted to see if anyone else was also having this, maybe for the past 5-6 days?

ManonHagApprentice

asked in Ticket & Workflow Management

Bug yellow box in response? Not a note

Hey, In some tickets we are experiencing our answer in a yellow box. After that all our answers are in a yellow box and the answer is no longer visible in the ticket when the client uses the portal. We are not using notes, just replying. It doesn’t happen all the time in all tickets. Hope you can help. Best regards, Manon

zephnathApprentice

posted in Ticket & Workflow Management

FreshService API - Auto_Assign_Tickets (Round Robin) - Make Editable

FreshService API permits us to view the status of Round Robin agents via the Auto_Assign_Tickets Arribute. I see plenty of requests from users that request the ability to schedule Round Robin agents, so that they are automatically logged in and/or out of the round robin auto-assignments. But FreshWorks does not provide this ability. If FreshService permitted API PUT calls to the Auto_Assign_Tickets attribute, we could build our own solutions to some of the commonly requested features related to Round Robin, including auto-login and/or auto-logout. Additionally, this could be integrated with not only calendars, but also 3rd party services such as Power Automate, Zoom Workplace, Pay Roll Systems, etc.

giovanniApprentice

asked in Ticket & Workflow Management

Default answers dropdown fields

Would be great to be able to set default answers to dropdown fields when creating a new ticked from the backend.

msconfig87Skilled Expert

asked in Ticket & Workflow Management

New API attributes introduced - Where is the description??

Recently I did an API call for the requested items of a service request: https://api.freshservice.com/#view_req_items_of_srIn the past it looked like this:{ "requested_items": [ { "custom_fields": { "request_type": "xxxx", "name_new_employee": "xxxx", "location_new_employee": xxxx, "manger_new_employee": xxxx, "date_of_entry_new_employee": "xxxx", "comment_new_employee": "xxxx", "select_your_old_computer": null, "what_should_happen_with_the_old_device": null, "manager_replace_device": null, "comment_replace_device": null }, "id": xxxx, "created_at": "xxxx", "updated_at": "xxxx", "quantity": 1, "stage": 1, "loaned": false, "cost_per_request": 0, "remarks": null, "delivery_time": null, "is_parent": true, "service_item_id": xxxx } ]}If I do the same request today it looks like this (there have been added some fields form our side - ignore that fact

sumirjApprentice

asked in Ticket & Workflow Management

agent name in sender visible in gmail inbox whereas not in outlook inbox

outlook inbox - shows KwikID support i,e sender email id name gmail inbox - agent name is visible in sender name,

oclews10Contributor

asked in Ticket & Workflow Management

Workflow trigger to resolve a ticket once a resolution has been added

Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):

msconfig87Skilled Expert

asked in Ticket & Workflow Management

How to dynamically add a large number of text fields?

We want to have guest access for specific tools to be ordered via Service Request.Currently I have not found an easy way of adding large quantities of text fields dynamically to a Service Request. I imagine this must be a use case for some of you.. how to achieve this?? I don’t want to display the maximum available text fields already in the beginning and also want to have certain fields mandatory for each guest.

joshuaoldsCommunity Debut

asked in Ticket & Workflow Management

Hi all,I was curious to see how everyone was hand,ling their risk register and keeping a log of all risks and associated tickets related to a risk.For example, a risk is known and you want to get this signed off by the risk team or associated team and keep a register of all IT risks.ie Risk: MFA not enabled for a user group. Description: blah blah MFA is used as a security measure. Request has been submitted to revoke this.Approval: Accept Risk, Decline risk and enforce best practice.

bishaldasApprentice

asked in Ticket & Workflow Management

Issue Integrating FreshService ITSM with Microsoft Sentinel via Logic App

Hi all,I'm working on integrating FreshService ITSM with Microsoft Sentinel using Logic Apps, but I've encountered an issue. When I attempt to run the integration, the workflow doesn't execute successfully.FreshService API has a custom field called it_vertical, and when I try to add this field to the request, I receive the following error message:{ "description": "Validation failed", "errors": [ { "field": "it_vertical", "message": "Unexpected/invalid field in request", "code": "invalid_field" } ] } I’ve tried multiple times, even changing the field name, but I’m still getting the same error.Has anyone faced a similar issue or can provide guidance on how to resolve this? Any help would be much appreciated!

Melissa SApprentice

asked in Ticket & Workflow Management

Aut-Create Requesters

We have agents who forward in their client’s emails to open an incident. We have found that even though an internal agent is sending the email, if their client’s email address (in the form of the email header) is included in the forward, FreshService uses that email to determine the requester, NOT our internal agent. Is there any way, aside from deleting the email header from the forward, to stop this from happening and make the internal agent the requester?

LeighanneContributor

asked in Ticket & Workflow Management

Disable "Assigned Ticket" Emails to Acting Agent

Hello All,Up until today for the past 18+ months, when an agent manually creates a ticket, they have not received the “Assigned Ticket” email notification. In rolling out Fresh Service, I recall setting up somewhere that if the acting agent is creating a ticket, they would not receive the “Assigned Agent” email. This is because 1) we have a rule to auto assign tickets to the agent creating the ticket, 2) they should know the ticket is assigned to them as they are working on it, 3) reduce unnecessary emails. If I create a ticket and close it, I have zero need to receive an email that the ticket is assigned to me; I know it is assigned to me.I remember setting this up, but I spent today trying to figure it out before contacting support; they told me that this is not possible. I can either turn off notifications for new tickets entirely or keep it as is. They suggested to turn off “New Ticket Email Notifications”, but that just prevents the user from seeing we created a ticket.Has anyone

derek.axeApprentice

asked in Ticket & Workflow Management

receiving duplicate email notifications of incident creation

when an incident is opened, i am receiving 2 emails that are exactly the same at the same time. I am in a regular Agent group and an Escalated group. Could it because i am in 2 groups?

ks2021Apprentice

asked in Ticket & Workflow Management

Service catalog item missing from Freshservice app

One of our service catalog items seems to have disappeared from the Freshservice app.When I log into the app, I can see the form however other users cannot see it. I’ve checked the visibility of the service item and it’s set to visible to all requesters and agents. I’ve also checked some of the role permissions applied to these users and they match my permissions. I’ve checked also the URL they are using to log into the app and it’s the same as me.This only happened 2 days ago - was something updated in the app or is there something I’m missing?

bzentnerSkilled Expert

asked in Ticket & Workflow Management

Using Canned Response as a workflow condition

Is there a way that when an agent applies a Canned Response to a reply/note, the Response Title could be used as a condition in a workflow automator?

TadasATop Contributor

asked in Ticket & Workflow Management

Include_attachments no longer working

Hello, We were using {{ include_attachments }} in our workflows when sending emails and approval requests but it no longer works. Approvals requests no longer include attachments and sending emails using workflows also fails to include attachments: Hi {{approval.member.name}},A new Service Request has been submitted for your approval.Request Summary{{ticket.subject}} (#{{ticket.id}})Requester: {{ticket.requester.name}}Priority: {{ticket.priority}}Status: {{ticket.status}}{{ticket.visible_service_item_fields}}{{approval.comments}}{{include_attachments}}For Approval/Reject Link click hereYou can also approve/reject the request by replying to this email with only one of the following words as the first line of the mail - 'Approved, Approve, Rejected, Reject'.Regards,{{helpdesk_name}}Can you guys revert the changes you done? I guess the problem is that this url is no longer returning attachments which was working fine until two weeks ago:https://company.freshservice.com/api/v2/tickets/{{

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?

lyle.smithContributor

asked in Ticket & Workflow Management

Approval - Varied and in Bulk

Hi All,First-time poster, long-term member here. I’m looking for some insights from the brains trust.I’m in the process of migrating a new business into our instance. However, the approval structure for this migration differs significantly from our historical efforts. We have approximately 1,800 different “clients,” each with various approvers responsible for them.I already have a dynamically changing list of approvers and clients, and that list is being used as a custom object within all Service Requests (SRs). My challenge is figuring out the best way to issue approval emails to the respective teams without creating a mind-boggling workflow full of conditional factors or requiring manual input of named approvers.Any suggestions or best practices would be greatly appreciated!

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.

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?

DaveGahanApprentice

asked in Ticket & Workflow Management

List Tasks in Reply to Service Request Ticket

HiOn some Service Request tickets we add a number of Tasks.Once the Tasks are created, I would like to send the requester a summary of all the tasks created in a reply in the ticket including details of task such as task number, assigned to etc.Can this be done using a Canned Response or a Scenario Automation?I would like to send the requester a summary of all tasks created rather than a message for each one.Thanks

ITservicedeskTop Contributor

asked in Ticket & Workflow Management

Employee Onboarding - Assign Reporting Manager as the requester for Service Request

We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.

Kevin_SApprentice

asked in Ticket & Workflow Management

Complete Task with diffrent Status

Hi,so i created a new Status for Tasks, “Not Required” but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status “Not Required” is set. Only if the Task Status is “closed”. I tried it with workflows, but there is no option to Automatically close the Task based on Status. Kind regards,Kevin

bzentnerSkilled Expert

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?

laganisContributor

asked in Ticket & Workflow Management

Custom Field validation for tickets and/or service requests

Hello,There is a similar topic posted by jhanna a year ago.Unfortunately the answer that was given doesn’t solve my issues.Let me explain my situation...I’ve created a service request with custom fields.I’d like to validate those fields before the service request is being sent and validated within the Workflow Automator.I’ve tried using the Business Rules functionality, but it doesn’t offer what I’m searching for.I’d like to check the entered string with such logic:LENGTH(string) > 3 and LENGTH(string) < 9 string may contain 0-9 and some special characters such as minus or underscoreIs there a way to accomplish that in FreshService?Maybe by runing the Workflow Autmator before rising a ticket..?Thank you in advanceKind regardsPeter

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