Ticket & Workflow Management

Has anyone figured out how to restrict certain teams from opening Standard Changes when their development/deployment workflow doesn’t check our boxes for it yet? It would be cool if a Business Rule for Forms would allow us to do this, but I only see the opportunity to hide the Change Type field as a whole.

Hi all, i have a question which i wish to pose and need some advice, we have a workflow Automator to allow our HR collogues the ability to create new employee accounts via the Service Request module in FreshService. All this while the “ Azure AD - Orch Add user to group with username “ is working fine especially when adding users to mail enabled security distribution list. Ever since 25th October 2021 , we have been receiving errors in return , error is as followed. (Cannot Update a mail-enabled security groups and or distribution list.) Does anybody face the same issue, We need them to be added into mail enabled security DL primarily because each DL has its own unique License / Permissions settings.

Hi Experts/Gurus, Wanted to check if we can implement the following business use case in Fresh Service using the workflow Automator & webservice node? When Service request (ticket) is created & approved in fresh, can we push the ticket details (requested for , requestor, ticket id, requested items) to third party application using post api call? Thank you in advance /Deva

Hello everyone, I am relatively new to building workflow automation and I am wondering what is the best way to create an automation for the following scenario. When submitting a request via a specific catalog item, requester is required to answer “yes” or “no” to 3 different questions. For each question answered, I want a task to be created when the answer is “yes”. Following is a screen shot of how I set it up on ticket automator: I would like to know if there is an easier way to accomplish the same results? Thank you,

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips and tricks. In this session, we give you a brief walkthrough on how to use the new JSON Parser node within Workflow Automator to make the most of the Powershell app and other app actions that return a dynamic JSON response. Useful resources: Parsing Custom Attributes from AD Parsing the response of a Web Request invoked by Powershell JSON Path Syntax Missed the 1st session of the #WorkflowOfTheWeek? Click here

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips and tricks. In this first session, check out how to automate requests to GitHub Organizations and Repositories using Workflow Automator and GitHub Orchestration app To view other posts in the series, search for #WorkflowoftheWeek

Is it possible to use the workflow to create a ticket (not a child ticket) based on a specific category? We have a unique business case (less than 5% of workload) where a group is outside of the service desk process and operates independently of the expense workflow we normally use. In our BBMR team gets a service request and based on the explicit category D365 Expenses we would like to create a separate ticket for our HR team. We do not want to use tasks because of the notifications. If I can turn off task notifications for individuals in a team I would consider it. We do not want to use Child tickets because we need it to behave completely separate from the original request.

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. This session will give you a brief walkthrough, on how to route service request tickets to groups based on common service item fields like departments/locations without multiple recurring reader nodes. 💡 The ideal solution would be to pull these fields directly from the Requesters profile but in cases where users can submit requests for other locations or departments, this solution will work well. Useful Resources: Custom Objects Using Custom Objects in Workflow Importing and Exporting Custom Objects To view other posts in the series, search for #WorkflowoftheWeek

Hello, I’d like to have a custom objects where i can define approvers for different service items. So far that’s no biggie, but for some items i would need approval from a set person but for others from the reporting manager of the requester. Can this be done via custom objects or I have to build that logic into the workflow? thank you

Workflow of the Week is a recurring series that will showcase all things workflow, such as use cases, enhancements, tips, and tricks. In this session, we're using the Google Calendar orchestration app to showcase how we can create Change events in a shared calendar. Useful resources: → Google Calendar Orch app Installation Guide → Liquid Filters and Placeholders To view other posts in the series, head here #WorkflowoftheWeek

Hello, I have created a system access request form for our organization. In the request item, I have several child tickets linked, each of which are a specific application/site. A different individual fulfills the access requirements for each child ticket. A manager opens the system access request form, then selects the application child tickets that they want to grant access for their employee. I would like to know how to configure the workflow automator to send a copy of the child ticket via e-mail to the appropriate approver for each individual application. For instance, if child ticket 1 is selected, it e-mails John Smith the ticket URL so that he can fulfill the request. If child ticket 2 is selected, it e-mails Mary. If 1 and 2 are selected, it e-mails the corresponding ticket to both John and Mary.

Hi, I am trying to automate the onboarding process via Workflow Automator for tickets. My OnBoarding process creates a ticket with several custom fields. One of these fields is ‘Employee Private Email’ (text field). The idea is to send an email to the new employee (value taken from the ‘Employee Private Email’ custom field) asking some questions. The reply will be added to the ticket as a comment. I am not able to add custom fields from the OnBoarding module, at least not in the ‘Send Email To’.. I can use custom fields on the onboarding module in the Subject, but not in the ‘To’ address. Any ideas how to get this to work? Thanks, Eyal

Thanks in advance in assisting me. Goal: Check for multiple conditions and perform action for each without ending the workflow Example: A requester asks for access to Domain A & Domain C Please see attached image of workflow. How do I create a workflow that checks for conditions and completes actions simultaneously to other conditions and actions? I feel like the only way to achieve this would be to copy the domain B, C, & D workflows under both the rejected AND approved paths in Domain A, Domain B would include the workflows of C & D, Domain C would have Domain D and D would not have any others as it is the last condition to be checked. There has to be a better way. Save my brain. ;)

We are new to FreshService. While exploring the functionality of Workflow Automator, I am wondering if the following scenario is possible, if not, how it can be addressed as automated as possible? One of our service catalog item is creating a subdomain name and point it to a specific IP address for the purpose of marketing or events. The requester will be asked for the duration/expiry of such request so that we can terminate and remove the pointer from the DNS server. I am thinking of upon approval of said request, create an Automator rule to send a reminder for the requester upon expiration date about the expiration of the request and if they want to extend it they should update the request, else set a task for the agent to remove the subdomain name. In the Workflow Automator however, if I want to send email, it is immediate, I can’t specify a wait duration before the email is out. Any idea is welcome. Thank you in advance.

Is there a way to add to the conditions and actions on the workflow. For instance i want the action to be if the category is X - show the following choice list in another field? is there a way to add to the conditions and action criteria?

I’ve attached on-Premises MS AD to freshworks, but now when i made an workflow it somehow not working as expected. Maybe im not choosing right fields when attaching app action in workflow. Can anyone help?

Hi, please excuse if this has already been asked - I am new to Freshservice and we are a very small team in IT, although expect to grow. I am confused about the workflow for auctioning problems over incidents and would like a single view for all outstanding issues that we need to solve, together with a calendar view of all due dates. I have searched but not obviously found an answer - anyone able to help steer me in the right direction either for functionality of workflow

I’m the Asset Manager of my organization and I’m looking at automations to change asset states and flag users if their laptop hasn’t checked in after a certain period of time. I don’t see a way to add last audit date as a condition ie: last audit date is greater than 30 days. Is there something I’m missing or is this a feature that’s not available yet?

I’d like to set up an automation to change the status of a ticket or SR when it is submitted. Is there a way to look at the custom fields in the ticket or specific text to trigger a status change? For example, There is a dropdown selection in ALL of our Service Requests that reads ‘Is an ITSM ticket required?’ with choices of ‘Yes’ and ‘No’. If the automation sees specific text (in this case ‘Is an ITSM ticket required?: Yes’) then the workflow is triggered.

When raising a service request, In the Automator Action bit we can send an email (Send Email to). I need to send an informational email to specific contacts (not agents) containing the details of the Service Request . I would like to include the details from the Service Request in to the email body that is being sent out via automator. I can add ticket information in the Condition bit of Automator, but how can I add it to an action?

We’ve incorporated our checklists in Canned Responses (because we have extensive and need checklists). Is there a way to automatically add a Canned Response in a ticket? I tried to do this in a workflow but canned responses don’t seem to be an option.

I have a supervisor that will modify a custom ticket field. I also have a workflow that is setup to trigger based on this supervisor. So when the supervisor changes this field the workflow then gets triggered. The workflow does not seem to get triggered by the supervisor’s change.

So, this topic has crossed my mind a few times after requesting something from the development team. This setup is best used for MSPs that heavily rely on time tracking. My theory is to use the webhook capability of Workflow Automations to call on Freshservice’s API. The original reason for looking into this would be FS’s lack of proper time-entry automation points, so I figure, we can make our own. If anyone has played with this already, please post about your experiments! I am going to dive into this today, and I’ll update with my results.

We are migrating to FreshService and would like to build a service catalog item with multiple subtasks. For instance, a new computer is requested, the Service Desk Manager must place the order. The second task will be for the person building the computer. I cannot add the tags to the catalog so I thought I would create a workflow item. Another option is to create Scenario Automation that can be executed by the Server Manager. Any suggestions?

We are adding more and more other departments to our Freshservice platform, such as HR and Payroll. Just looking for best practice / guidance when it comes to tickets/process where we each need to action certain elements, or need to compete a part and then pass on. In the scenario of multiple elements needing to be completed by the various departments (such as a role change, location change etc.), is it best to create 1 ticket and then create tasks that are assigned to each agent/group? How would the other Agents see the ticket / task if the ticket is on another group's board? How do the agents assign time to the task/ticket? When running reports, and an agent can only see their own Agent group, how does that get impacted if the ticket is sitting on another group? OR Is it best to create Child tickets from the parent, and assign the child ticket over to the other group? What happens to notes on each ticket, can they be seen by the other group's agents? Do all Child tickets have to be r