How to Set Ticket Location from a Service Request

I’m just getting our system set up too so not an expert but this looks like the same scenario and might be helpful; 

• Locations doesnt reflect in service request tickets

If i understand your requirement correctly, then do in this way. 

Under Custom Objects - You have entered your Location details.

Then Get in to Custom Fields and Create a Entity called as Location and map it to Custom Object Location and make it visible on the ticket. 

To get value from fields in a service items you first need to click on service item in the Placeholder menu. 
Then you need to search for the specific service item  and then you can access the field. No need to do a webrequest. 

The location field on tickets are based on the location db that is in Freshservice. 

You need add the location first to Freshservice and then you can set it.  It’s the asset management section. (yellow/orange) icones. 


If you have pro higher you can use a costume object as a drown down in the service item. 

You can have the values the requester going to select in a text field and location from the location db in another field in the custom object. 

In your automation you use the Read node to read the custom object and filter on the selected ID in the service item. 

Or just have a custom field in the ticket and add the value from the service item to it. 


 

The issue you have is that when you try to create the action you are choosing to “Set custom field” your custom field is a drop down list so you are only given the options from that custom list, whereas if the custom field in your ticket is a text box it can be set as the result from a Custom Object reader node.

Annoyingly you can associate an asset with an incident, but you cannot associate an asset during a service request.  You can do a lookup of assets, but you can’t filter by belonging to the requester so this is a bit hit and miss.

Unfortunately I don’t believe you can mandate associating assets with incidents

Then in a workflow you should be able to have a reader node that pulls in information from assets filtering on the associated asset or the asset in the service request (not sure if you can do as 1 node or may need 2).

If you set your Location field in the ticket as text you could then set this based on your reader field.  However, we are back to square 1 due to the fact that doing a reader field from assets only lets you populate certain fields into a text field, which doesn’t include location.  You could create your custom field as a lookup of locations, but again you cannot use the reader field to populate it.

Annoyingly you can set the impacted Locations field which is part of major incident management using a reader field from assets and the asset location, but I can’t figure out how to set any other field using it.  Not without using API calls at least.

Sorry the above doesn’t give you a full solution, but hopefully it may help if you are raising this with support.