Yeah, so getting the id number I need doesn’t seem to be as difficult as I thought. I can use the ticket number to pull the ticket information using a web request and run the payload through a JSON parser to get the value I need.

Where I am running into issues now is when the workflow runs, it fails and states “Workflow is waiting for another event Web Request Response“

There are no errors in the execution logs, and if I run each step one at a time while testing with the workflow open, it works without issue… so I’ve hit another wall unfortunately.

Hello!

The IDs are unique for each Service Request item that is submitted. You can do an api call (/api/v2/tickets/[id]/requested_items) to pull the list of attached SR items on the ticket. Assuming that it is only one, you can pull the first in the list’s array and grab its ID.

With that info, you can make a second API call to update that particular SR item.

Thanks for the reply.

I had gotten that part, but the last issue was coming from the parsed service request ID still not working in the workflow causing the update api to fail. The solution there was simple enough thankfully. I had to run it through a function to remove the brackets. Since it was 14 characters with the brackets included, the following function worked: substring({{Parsed_Request_ID}}, 1, 12). This removed the front and back brackets, and I was able to then use that result in the service request api.

So with that, I can get a service request to HR to have them fill in extra information for a ticket and have the ticket automatically update without anyone on our team needing to copy anything over.

Hello @BortFrenzy, so were you able to get a full workflow functioning correctly for your use case? If so, congrats! That one was tricky. A piece of advice that has helped me with subsequent web requests and API calls is to add a short time node between them. This will make sure that the data your second API call relies on has had time to get set correctly.

In your workflow how many calls are you currently making.  From what I have read you would need to have to use some sort of ID in the email that goes out for the secondary ticket so that you can link the two together.  You would start by having the HR ticket include the ID of the originating ticket and then you can use the automator to parse the information on the requested item and gather that ID.  So on the secondary ticket the workflow would use the Get requested items endpoint (/api/v2/tickets/tid]/requested_items) from there you could parse the body and make the secondary call to that originating ticket to update the requested item information. ( /api/v2/tickets/eid]/requested_items/eid]).

The trick here is that the second ID is going to be the requested item ID of the original ticket so a 3rd api call has to be made to get the requested item id of the original ticket using the Get Requested Items api call again with the originating ticket id.

If you like to remove characters inside a placeholder you can use remove – Liquid template language (shopify.github.io) I use {{ placeholder | remove: “e“ | remove: “]” }}

In the parser you can change the type of the variable to string as well 
This isn’t a onboard setup? The onboard module have this built in.

Not planing to include HR into Freshservice? because then you can use one service item. 
Having fields shown for agents only. 

@BortFrenzy would you be willing to share some version of your workflow? I am trying to do almost the same task but am struggling to get the Update API call to work. 

If you are going to update a ticket use ?bypass_mandatory=true in the end of the URL so then you don’t get errors due fields are mandatory. 

If you are updating a service item you need the item number for just that request and you get that with a GET API call. 

Hi @Daniel Söderlund  thanks for that tip. I don’t get missing parameters anymore, but it just gives me a blank response. 

I’m doing https://DOMAIN.freshservice.com/api/v2/tickets/{{ticket.id}}/requested_items/{{P4.root.service_item.id}}?bypass_mandatory=true

With ticket ID being the SR number and Service item being the item ID it lists from the parse. My response I get back is just {} with no updates being done. 

I am trying to copy a custom field, so maybe my syntax is wrong?

{
  "custom_fields": {
    "title": "value1"
  }
}

Even when you are testing?
If it’s “live”-test you could check the execution logs see what is sent. Could be that you get ] in the URL sent. 

You need to use this placeholder for the ticket ID {{ticket.id_numeric}} else you will get the prefix as well. 

I’m still struggling through this, in Execution logs I can see it’s pulling the ticket through my filter, but when I do the next get, the placeholder is in fact blank, which is why it’s failing. 

Any ideas on why that parsed value would pull in blank? 

Everything works fine when I manually type in a value for the placeholder, it’s only when I activate the workflow it pulls it in blank.

Could you post screenshots of your parser and the output from the web request log ?

Ah ha, I found my issue… I had to set the ID field in the parse to be of type Number. Once I did that, all worked perfectly. Using the numeric nomenclature did not work otherwise in the placeholder. Thanks all!

One quick update I actually had to change the type to number and the value to this: $.ticketss0].id

Thanks to Freshservice support for finding this!

Ya, you need to be sure of the output from the parser node..