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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 here


You 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/{{ticket.id_numeric}}?include=attachments
I also have ticket opened, but wondering maybe someone already encountered this issue and solved?

Thanks

When I attempt to make an API call of that nature I get this response:

{

    "description": "Validation failed",

    "errors": s

        {

            "field": "include",

            "message": "It should be one of these values: 'tags, conversations, requester, stats, problem, assets, impacted_services, change, related_tickets, requested_for, department, feedback, changes, onboarding_context, offboarding_context'",

            "code": "invalid_value"

        }

The functionality must have been removed.  It’s also not found in the API documentation: https://api.freshservice.com/#view_a_ticket

If you do a regular call to the API for just the ticket however it does return the array of attachments: https://company.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}

So maybe the ‘?include=attachments’ filter is no longer required?

Yea, noticed this too. Ai Freddy also suggested to use same url i was using, but yea, like you say, Freshervice changed something which broke this completely. 

​@MDavies was your API call to a ticket or a service request? Because if i check my service request with attachments it returns nothing. 
 

 

This was a Service Request.

I’ve just tried an Incident and an API call to that returned attachments.

I’ve then converted it to a Service Request and an API call to that also returned attachments.

I’ve created a Service Request via a Catalog offering and an API call and this also returns attachments.

 

That’s a weird one. Why for me it do not return when i do GET: https://company.freshservice.com/api/v2/tickets/2823

URL Looks same as yours.

 

How is your ticket being generated?  Are they Child Tickets?  Are they something to do with the Onboarding/Offboarding module?

It’s just a service request with a few custom fields and allow upload attachments option, pretty simple. So end user fills the form, uploads attachments, when i would send approval request and include attachments but that’s broken for me. 

Sadly I think something might not be right with your environment.  Hopefully Support can fix this for you soon.

​@MDavies support confirmed that there might be a bug:


Upon checking internally, I noticed that this has been reported as a bug for Growth plan instances. I could also find a bug ticket which has been worked on by the Product Team.

Update from support:

  fix should be deployed for this bug in the next two - three days

Update from support:

  fix should be deployed for this bug in the next two - three days

Hi TadasA, Were you able to get the fix on this? We are still having this issue in our FS.

​@rylet96 actually not, they changed api workflow but saying that all is good, so i moved the main workflow logic out of FS to n8n. So from FS i trigger web-hook on n8n and do the stuff which broke on FS after the update.

What support is saying to you? That all is ok?


 

​@rylet96 actually not, they changed api workflow but saying that all is good, so i moved the main workflow logic out of FS to n8n. So from FS i trigger web-hook on n8n and do the stuff which broke on FS after the update.

What support is saying to you? That all is ok?


 

HI ​@TadasA, basically, the same reply that I got from support. But I had a eureka moment just as I was typing my reply to you and reading again the support reply. 

“For all service requests, the attachment will not appear in the description; instead, it will be located under the requested items. This is the product behavior as of now. “

I checked the API documentation and found this:  /api/v2/tickets/aid]/requested_items

I was able to get the attachment by doing that. I hope this will help you and the others as well.

​@rylet96 the problem here, that for service requests this field no longer returns attachments:
 

Because previously i was using placeholder {{ include_attachmnets }} inside a action when sending email, so it was automatically attaching to the email attachments from the service requests and after they changed to /requested_items this flow broke. 

This change made by Freshworks months ago becomes a problem in the scenario where a Service Request is changed to an Incident; the Requested Item(s) will be removed and all of its/their contents (including attachments) will also be removed.

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