Ticket & Workflow Management

I found that my agents can stop auto assignment tickets,

Hi. I’m after some assistance please. I’ve added a workflow automation in Freshservice to resolve any child tickets when a parent ticket is resolved. This is working, but I’d like to copy the closure reasons\closure category\resolution notes from the parent ticket to the child tickets. I’ve not been able to work out how to do this. I’ve also had a look at the parent-child sync app that is available, but it doesn’t look like this will copy categories over. Can anybody help me please?

Hello! I’m sure the title is a little crazy so here’s what I’m trying to do - Basically, we have a request item that comes through and we need a private note added to the ticket with the appropriate purchasing/expense groups and location based on the information from the ticket so that the agent doesn’t need to pull up the spreadsheet. I would normally build this out using a simple workflow, however with the different layers, and over 500 employee titles, it would be extremely labor intensive. Any help or a step in the right direction would be most appreciated! Thanks!

I’ve been trying to construct a workflow where a note in the child ticket is automatically added to the parent ticket. This workflow no long seems to be working: https://support.freshdesk.com/en/support/solutions/articles/50000001089-automate-parent-child-ticketing-workflows I can’t find ‘association type’ anywhere and when trying to add an action i can only choose ‘ on this ticket’ or ‘on child tickets’. Can anyone help me figure this out?

I need requester can open a ticket by just sending an email, is this possible ?

How to identify how many tickets are transferred out from an ticket initiating group to other resolver groups, all the ideas are invited. I want to know tickets that are transferred out of specific group to other resolver groups.

Hello Team, I have an automation that assigns approvers in a hierarchical fashion for specific service requests. If the second approver rejects it emails the requestor and the requestor can edit the ticket as needed according to the rejection reason. Is it possible to email the approvers so that they can reapprove the ticket? How do I do this?

We are using the Alert Management Feature. It works well. However, when an alert is generated and an incident ticket is created we want automation e.g. A workflow runs upon ticket creation. This works fine. The problem is that when a ticket is updated or resolved, the workflow automation does not run. I have a case logged for several weeks on it, want to see if anyone has any workarounds. At first I was told this was a bug. Then no its not a bug, its the way its designed. But what is the point of automation, if workflows trigger only on ticket creation, but not updates or resolution?

Hello, When filling out a service item request if a drop-down selection is changed the form field jumps down in placement on the form for every reselection. Is there a way to anchor the form field where I originally placed it?

Currently the CC field only autocompletes when you have this option set to “Can CC only department users”. When you set it to “can CC any email address” we expected all requesters to be included in the autocomplete. This has resulted in a lot of frustration with our team members having to hand type every email address they want to CC. Thank you.

Just saw this in the suggestions, which maybe would have helped, but I didn’t attend (did this get recorded?) But my scenario is this - we have catalog items (software, specifically) which are opt-in, but require no approvals or manual input at all. Using Workflow Orchestrator, we’re able to handle the tickets, even do the app provisioning, close the ticket, and so on. The one thing we can’t seem to do is actually trigger the license allocation - the equivalent of hitting the “Fulfill Request” button on the service item. When you hit the button, the browser makes a call to “/api/_/fulfill_service_request” but this doesn’t work from an API client, and I presume wouldn’t work in Orchestrator either… Has anyone managed to fully auto-fulfill service items? What am I missing?

In all of the different modules that show a grid, like Inventory, Tickets, Changes, Problems, is there a way to add columns that are not listed in the Column Picker to the view? For instance, in the Inventory grid, I would like to show Serial Number, but it is not an option in the Column Picker. If we create a custom field, can those be added to the column picker? This is true across all other modules.

Hello, I am trying to to use the web request node in the workflow automator to create a task based on a reader return value. I keep getting an invalid json response though with an empty body in the logs. Has anyone else had issues with the body field on the web request node? URI: https://companyname.freshservice.com/api/v2/tickets/{{ticket.id_numeric}}/tasks body: { "due_date": "{{ticket.ri_99_cf_date_of_joining}}", "notify_before": 0, "title": "{{ticket.ri_99_cf_preferred_first_name}} {{ticket.ri_99_cf_last_name}} - {{ticket.ri_99_cf_date_of_joining}}", "description": "description", "group_id": 185555255026, "agent_id": {{R1.office_manager}}} Thank you!

I am aware there is the ability to add the option to allow a user to see all tickets from a department. However this will mean that the requesters can see each other’s tickets. Instead of just the shared mailbox. Is there a better way we can do this?

Hi, I’m new to the Fresh Service, and we have users that have reported they were able to previously view all tickets in the department. I’ve checked their profiles, and they do have “Can see all tickets from this department” checked off. I assumed their identity, trying to open a ticket by someone else in their department by changing the ticket number in the URL, and it’s met with the message: You are not allowed to access this page! Is there something we’re missing? Thanks

Many blank rows get inserted when editing ticket description field

In the Workflow Automator, there is an action to skip new email notifications. Is there a way to skip closed email notifications?

Hi There, I’m new to Freshservice. I’m looking to see if there is an option to create tickets by department and personal. For instance, HR department members should be able to create tickets for their department, where all members of that team should be able to see, edit, delete, change, etc. those tickets. On the other hand, those same HR members, should be able to create tickets that are pertinent to each of them independently. These latter tickets should only be seen by the one HR member who created the ticket because it’s a ticket that concerns to the one HR member only, not being a HR department ticket, and should not be seen by the whole HR department. Hopefully, it’s clear. Thank you in advance for your help

Hello, Many customer are request the Load balanced ticket assignement per agent in Freshservice. This is something already availalbe in Freshdesk. Do we know when this feature will be developped? Thanks,

Does anyone have a way that prevents the ticket screens from automatically scrolling to the latest entry? As I audit my tickets, I have to keep scrolling up to change tabs or see the original ticket text…

Happy new year Everyone I’m trying to put ticket description using Workflow Automator - Web Request as below: { "ticket": { "type": "Incident", "description": "", "description_text": "" }, } And here’s response: { "code": "missing_params", "message": "Your update call does not have any parameter. Atleast one parameter is required."} With the following Header: { "Date": "Sun, 01 Jan 2023 02:00:34 GMT", "Content-Type": "application/json; charset=utf-8", "Transfer-Encoding": "chunked", "Connection": "keep-alive", "Status": "400 Bad Request", "Cache-Control": "no-cache, no-store, max-age=0, must-revalidate", "X-Freshservice-Api-Version": "latest=v2; requested=v2", "Pragma": "no-cache", "X-Xss-Protection": "1; mode=block", "X-Request-Id": "1bbd4299-7649-4a8f-967f-f4cc2ffe11af", "X-Frame-Options": "SAMEORIGIN", "X-Content-Type-Options": "nosniff", "Expires": "Wed, 13 Oct 2010 00:00:00 UTC", "X-Envoy-Upstream-Service-Time": "37", "X-Fw-Ratelimiting-Managed": "true", "X-Ratelimit-Total": "140"

One of the reasons why I went with FreshService for my company was the drag and drop interface in the workflows. But as I dive deeper into workflows, I’m finding the drag-and-drop functions are not robust enough for some of the actions I wish to take. For example, when an email comes in from certain automated systems, I want to change the requestor so that a live person gets the updates. When a certain type of ticket is resolved, I want to launch a new ticket, passing over key details, for a different team. From what I’ve been reading here, this is possible through what looks to me like a seriously complicated approach utilizing API, webhooks, JSON, and possibly magic fairy dust! We need to be clear, I know absolutely nothing about API’s, Webhooks, or JSON. I was never able to devote any time to learning this. I don’t particularly want to learn it now, either, I just want to be able to put something in the workflow that works. Are there any tutorials or step by step lessons available t

Any idea why I am getting this blank box with a spinning wheel when I try to view the error message in the execution logs for a Workflow Automator? I was able to view it a couple days ago, but now it’s always blank. I’ve tried different browsers, computers and networks.

Hi, We are new to FreshService. I’m getting my views set up for ticket lists, and have apparently run into a basic feature that FreshService can’t do. I need to see two kinds of tickets in my ticket list. 1) Tickets which are assigned to me and also 2) Tickets which are assigned to a building. Seems like this should be easy, but support chat says it’s not possible. I can create a filter on the right for tickets which have me as the agent, and I can create a different filter which have tickets that have my building (which is “Valley”). But I can’t create a filter that will show me tickets that have EITHER me as the agent OR Valley as the building. Maybe I wasn’t describing it right to the support agent. Does anyone have a way I can achieve this or is this a shortcoming of the software? Thank you!

I’m having trouble finding info on exactly how the workflow automator rules run (or not). My understanding is that when an event occurs, all workflow rules for that event are executed in order: Actions performed by workflow rules do not trigger new events of their own (i.e. rule 1 cannot make a change that triggers rule 2 to run) Changes made by workflow rules are visible in subsequent rules (i.e. a value changed in rule 1 can be used in rule 2) It seems like there are some cases where rule processing stops, but I haven’t found documentation as to why. For example, Rule #1: When a reply/forward is sent by the requester - if the ticket is Resolved and the reply contained ‘#close’ - set the ticket to Closed. Rule #2: When a reply/forward is sent by the requester - if the ticket is Resolved or Closed - set the ticket to Open. Rule #1 is above Rule #2 in the order. Both rules work fine on their own, but when rule #1 is fired, rule #2 does not. (To be clear, this gives the behavior I want -