Hi.

Not sure it this would help with your use case or need, but if you could elaborate it, we’d try to help:

You could create a (scheduled) workflow for tasks with tickets as Parent, and set your conditions there: 

And, set the action you need:

Regards,

Hi,

Thank you to give me this option and the screenshots.

It's almost what I want; See the next flow that I want:
Event/trigger: When the ticket status is changed to resolved or closed. 
Condition: Task field status is not completed
Action: Set status to open

Regards,

Humm..

I see your point and need.

Event triggered workflows for Task-based workflows only check for changes in tasks, not in tickets.

And Ticket-based workflows currently can’t update tasks; only create new tasks.

Scheduled works could be used, but they would run at the times you set. This last could work, but it won’t be in real time; on a daily basis, for instance, you could check for that condition and then re-open your ticket(s). This is the current workaround I can think of.

Sounds like an interesting Feature Request.

I’d also suggest to submit it explaining your use case, then share the Idea link in order we could vote for it:

Freshworks Ideas | Freshworks Community

I’d also suggest to submit a support case.

Let’s wait for someone else’s approach.

Regards,

I think you might be able to accomplish this with ticket closure rules.

https://support.freshservice.com/support/solutions/articles/50000000120-enabling-ticket-closure-rules-for-incidents-and-service-requests

Maybe I miss understand but if I use a workflow for a service request that creates a task or several tasks.

If ignore there are tasks and try to close the request, I get an error that I can’t close the request because there are outstanding tasks associated with the request.  I didn’t program this, it seems native to FreshService that you can’t close the request without all the tasks being completed.