Ticket & Workflow Management

We really don’t like the new ticket UI, to the point that none of my staff are using it and it would be detrimental to our working day if we are forced to use it. We can currently go back to the old UI, but it says this is only until 31st Dec 2022. Can we please not be forced to go to the new UI and just let us pick what we want to use? I can’t actually believe how bad the new UI actually is.

Hello Folks I have created a change workflow that checks the current date and then looks at the start date of a change and change status, and determines whether it is in or out of compliance. The only problem is that the only way i can get this to actually trigger is that I have to manually toggle one of the Change Properties for the action to work. Has anyone figured out a smarter way to do this?

Looking for advice on the best way to create a workflow… when we have a change submitted, if it gets approved but temporarily on hold - do you just leave it as pending? I’d like to give it a “future release” type status or “on hold” to easily filter those. Any input would be appreciated here. :)

Does anyone have an example of using a checkbox on a Service Item and evaluating if it is selected? I’m trying to figure out how to evaluate in a condition on the workflow if the checkbox is selected or not. After searching for over an hour through expression builder information I can’t find any examples of testing if a checkbox is selected and then taking some action based on that.

Hi team. Hope you’re all doing great. I’m not sure yet what may I have been missing, but I guess I’m not the only one, based on this previous inquiry: Service Request - Description | Freshworks Community When a Service Request is created, the ticket itself does not have any description at all. With the help of, API call / Web hooks, maybe in a Workflow, would it be possible to populate this description or am I totally missing something here ? Thank you very much in advanced for your suggestions. Regards, Elvis.

Hi! So seems kind of odd that when the Requested For field is in use the ticket does not show in that users history, the ticket only shows for the original requestor. My use case for this is we have HR submit alot of tickets on behalf of employees, mostly new employees. However I need to be able to see history of these tickets on the new employees for audit purposes. The only way I have found to make this work is to change the requestor all though I need to know who submitted the ticket as well so that defeats that purpose. Any one else having this issue or know of a work around? Also, there is no way to send an email via the ticket or automator using the email for the requested for user.

Hello, Maybe I am looking over it, but it looks like that there is no option to copy the category automatically when creating a new problem starting out of a ticket? It sounds very logical to me, but I have tried it myself and when I created a ticket, and then created a new ticket from there, the category was not prefilled… Any thoughts? Gr. Chris.

Hello Dev, Can we create a serverless app for freshservice, where ticket get raised. App will start a clock from start from second. (e.g. 20 Sec) Which will be stored in custom form field for ticket property. Which value can we use at workflow level to trigger some workflow after custom time when ticket is raise. Can any one help me to get developed ? Thanks

Hi, A customer asks me if it is possible to get the response time in the ticket list. I've looked at the available filters, searched through the support articles and through the available Apps but it looks like this list is not customizable. Or did I miss something? Anyone with an idea about where I can search next? If not, next stop will be support ;-) Thanks in advance! Gr. Chris

I would like to be able to time how long it takes an agent to complete a service request. It would be extra helpful if I could manipulate this in a workflow. For example, when a group is changed on the service request, start the timer. When the service request is closed, of course end the timer. Is there any functionality for this?

Hi All Our Employee Onboarding module has been setup that a line manager logs the request, and a member of HR approves the request before the ticket is then logged. The problem i have had with this is that you can't scope a group to the "Add a stakeholder" section. The approval could come from any one person in the HR team - HR want to all be included in the approval email. I haven't figured out how to do this natively within the onboarding module so have scoped the process to a designated HR individual for now by: Adding "HR Individual" as a stake holder Having a field in the form that captures the individual HR team member dealing with the request (Which is a look up for "Use FS Users as Source). Modify Approvals - set this to "HR Team". Having a re-think about this, could i achieve what i am looking for by bypassing the approval in the employee onboarding module "Auto Approve Tickets and Skip Approval Emails" and then create a workflow that when an employee onboarding ticket is logg

I’m looking at the tickets list and trying to figure out how to filter it either by Subject or if it’s missing a Category. The options don’t seem to be there. I can’t sort by Subject or Category either. The goal would have been to find those tickets which are missing a category and update them, using the Subject to figure out which category is appropriate. My first response is “Seriously?” Why are there so many GUI features which are missing? Some days, working with this platform is extremely frustrating, just sayin’... I’m curious if anyone else has this challenge, and what kinds of creative workarounds they’ve come up with.

Hi, In our company we have a FreshService account for internal support and several FreshDesk account for communication with external requesters. A problem we are facing with this setup is that when starting a conversation in FreshService and sending a message to an adress in one of the FreshDesk accounts, the replies always create a new ticket. I´ve tried to add the ticket subject in the FreshService ticket subject, i´ve also added the ticket URL and ID in the ticket descriction but since the FreshDesk reply adds the FreshDesk ticket ID in the subject a new ticket is always created. Does anyone have a solution to this problem? All tips are welcome!

Hello Fresh Community, I am looking for a way to use requester data in the workflow automator based on a requester selected from a custom field. Right now, I can only see a way to do this based on requester/requested for and not for any custom fields. Use Case: I need to send/not send an email based on a users department. It is important that the end user filling the form can select the name of the user as they populate the form as opposed to using the “Requested For” after “placing the request”. This custom field points to the requester table but I can not see a way to expose any of their user information despite referencing the user data. Any assistance will be appreciated. Cheers.

I have created a workflow where HR submits a ticket to off-board an employee (custom field of End Date). I need to deactivate the user in Okta based on the End Date which is the tickets due date. A Service Request is submitted with custom field End Date. With Expressions, the End Date modifies the tickets Due Date. What I need now is for the Okta account to get deactivated based on the due date (which is modified by the expression). How do I trigger the Okta account deactivation based on the Due Date? Help is appreciated.

I am trying to get the latest public comment and pass it to the 3rd application using web request in workflow automator. I am sure there is something in that field. However, I am not able to insert it into my JSON body to to send it the REST call. It throws the invalid JSON format error. I tried to add and remove the quotes around the bird lip brackets, still no luck. Mine looks something like this: { "work_notes": "{{ticket.latest_public_comment}}"} Do I have to do anything different with it? **sorry if this is in the wrong forum. My first post here ** Thanks, Sam

Hello! I am stuck on how to create a workflow that will contain tasks with conditions and approvals that rely on a custom field in a service request. How I would like it to work ideally: Person A places a service request and inputs a name in a custom SR field that contains all users. In a ticket Automator, the request will go through and a specific task is created for the SR. When the task is marked as completed, the approval request is sent to the custom field user. After the approval, the next task is put into the SR and the approval resets to be sent to that same custom field user when the task is once again marked as complete. My issues so far: I am unable to reference the custom SR field in a task Automator. I need a task Automator in order to say “when the task is complete, send the approval mail” When the approver approves of the task, the approval does not reset for the next task, therefore my workflow sort of breaks because each task needs to have an approval in order to progr

I’ve been working with Freshservice automation and its PowerShell Orchestration App for over a year now, and I thought I’d share some of the things I’ve learned. The PowerShell App times out after around 23 seconds. This is apparently the length of time it takes to poll the process 10 times - if there’s no response after this, the Orchestration/Workflow just forgets about it. Errors are different depending on whether you’re running a PowerShell function or a PowerShell script. If you’re anticipating an error in the Automation workflow, you can usually capture it by looking for a response from the app that isn’t 200 (or greater than 299, if oyu might expect another 2xx code). Whilst this works fine for PowerShell functions, it doesn’t work for PowerShell scripts - call a .ps1 file, and the result will always be ‘200’, even if your script fails. Tagging a ticket does not trigger an ‘Updated’ event. Workflows begin with triggers, such as ‘Service Request raised’ or ‘Ticket updated’. But j

I’m trying to set up a few workflow automations that trigger when a Service Request description is changed and when a Requested item is changed. There doesn’t seem to be an event for when an existing Requested item is changed: No option for “Requested Item is updated” Note, this seems to work for New requested items. Same issue for Service Request description. The Service Request is updated event also doesn’t pick up on changes in a Service Request description: This doesn’t trigger when a Service Request’s description is updated Changing this description doesn’t trigger the “Service Request is updated” event Is there any way to trigger a workflow automation for these two cases or are they unsupported? Thank you

Hello. I have activated “Create Child Service Requests for each of the items above“. One of the child Items is required to have attachments which is also activated in the corresponding Service Request item. But unfortunately when requesting the parent item and selecting the child items, you only can attach files to the parent item! How can we have attachments to the child items?

It looks like FreshService dropped integration with Yammer, that is the only information I can find in support documents. I’m trying to figure out if I can , based on some conditions in a workflow, post a message out to yammer. We use yammer to indicate a system outage. If users file a service request for a system outage, I would like to post a message to our Yammer Support channel indicating that a system could be (unverified by system owners) down. Thus giving people some advanced indication there may be having problems. Is there a way to post one way to Yammer? I’m not trying to integrate Yammer into FreshService just one way posts.

Hi Freshworks community, I need your help. My customer wants to assign Departments for each open service request to calculate cost centers. Below is an example: If I am anManager and belong to multiple departments (HR and IT) I can open an Incident and in the Deparment field I can select which Department I am making the request for. The same thing the customer would want for Service Requests, e.g., for which department do you want to request a new Laptop? The problem is that in the Service Request form if I create the Lookup Department field the requester can choose from all the departments in the company and not just from the two they are part of (HR and IT). As you can see despite the fact the requester is assigned only to HR e IT Departments he can raise a service request even for Customer Support. How can I limit the visibility to only the departments he is a part of as is the case in the Incident form? Please help me Thanks in advance Have a great day

Within an Incident, where we have an opportunity to create a task, enable the ability to engage involved parties who are not FreshService agents. The mechanism could mirror the current workflow where a forwarded email from within FreshService returns as a “private note”, we may be able to enable (or make a parallel “tasking workflow” exclusively for external parties?) an ability to send task notes to external parties, and have their responses nest into the parent ticket as a “private note”. I’ve seen similar workflow already utilized in the “Change” capabilities, so I don’t think it a departure from current capacity to use a “task” workflow which goes beyond simple task notifications, but allows external members (or our employees who are not FreshService agents, but otherwise use email to communicate) to interact with an Incident so that FreshService Agents can coordinate responses, discover details that may affect decisions, etc. Thank you for your consideration.

I am hoping to have a workflow, kick off another workflow (or a few). Right now, I have been trying to add a tag, then the second workflow sees the update and then checks for the tag. The problem is “System” changes aren’t registering as an official update. Are there better ways to link workflows together? Workflow A: Send for approval, after approval adds tag “Provision”Workflow B: Watches for update, if update made AND tag “Provision” exist, then provision access. This allows for less congestion, and I could change the tags to send it Workflow A’s result to different workflows.

I tried the above post, but I don’t have the placeholders in my menu (it is empty): I would like to send an e-mail to a field which contains a comma separated list of email addresses. If I try to manually type in the placeholder variable from another action, it won’t stick Video: https://i.imgur.com/lv57hEf.mp4