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Ticket & Workflow Management

Ticket & Workflow Management

  • 434 Posts
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434 Posts
manns
Skilled Expert
mannsFeatured Influencer
asked in Ticket & Workflow Management
Which ITSM capabilities do you plan to improve in 2022? (POLL)

ITSM is not all firefighting and many would argue that it’s ultimately about improvement (or continual improvement if you use ITIL). So please take this poll on where you plan to improve in 2022...

804
keefe.andrews
Skilled Expert
M
Skilled Expert
m.riederSkilled Expert
asked in Ticket & Workflow Management
Workflow action “Requested Item added is” is not triggered on new ticket

We would like to set up some workflows to have an approval when certain Service Items are requested.The event to trigger the workflow when someone requests the item “new Mailbox” that I tried to use is “Requested Item added is”.Now we got aware that this workflow is only triggered when the item is added manually by an agent to the service request, not when the ticket is created in the first place, even though the same “item added” entry is displayed in the Activities log.This is really confusing, and I would therefore suggest changing the name of event and the respective activity log entry, to make clear that the first log entry stands for an item added by the service request and the second one for a manually added item.In addition, which events should I use in the workflow Automator to trigger the workflow in both cases, when the item is requested by an Service Request or when the item is added manually by an agent?Regards,Matthias

4563
A
Community Debut
M
Skilled Expert
m.riederSkilled Expert
asked in Ticket & Workflow Management
“These events can be performed by” setting in workflow Automator events

Could someone please explain to me when exactly the “These events can be performed by” setting for a Workflow Automator event takes effect?We tried to set up a workflow when a service request is raised. The workflow should be triggered only when an agent creates the request. Therefore, we have set the option “These events can be performed by Agent” > “Any”. When I now create a new service request as an agent user, the workflow is not triggered.When I change the setting to “These events can be performed by Requester” the workflow is triggered also for agent users.I have not found a convenient method to get the desired result with conditions.Kind regards,Matthias

1951
Chan
Community Debut
zachary.king
Skilled Expert
zachary.kingSkilled Expert
posted in Ticket & Workflow Management
How do you manage Context Switching while working in a support role?

I find myself actually spending a lot of time setting up my workflow to maximize efficiency. Which seems counter-intuitive initially  but has allowed me to increase my productivity once it is in place. One area that I still struggle is the element of context switching, or bouncing back and forth between different software.So I’m curious...what suggestions does anyone have to improve this component of productivity and efficiency? Especially in the realm of utilizing Freshworks products and integrations.

321
Jeannie_Walters
Skilled Expert
N
Skilled Expert
NezekiSkilled Expert
asked in Ticket & Workflow Management
Bug? Additional Items in Contract aren't presented in Software view

Hey,I need some help with sorting out our software workflow, and I think we’ve stumbled upon a bug. Whenever a new software contract is created, we can add service items and cost details no problem, but it seems like Freshservice is only using the information from the top row. If I add an item with 1 unit, that 1 unit will show up in the related Software license list.  If I then add another Item, and additional units, those do not get added to the software license list. In the first screenshot, it should translate to 1 license in the Software view, and the screenshot below should translate to 3 licenses in the software view - right? Unfortunately, it’s still only showing 1 license available. Whe​​​​​​n we change the top row to 3 though, that data is sent and in the software license view we can see 3 licenses.I’m assuming this is a bug since it can obviously receive the number from the top row but not from additional rows. It also works to add separate contracts, but that’s a whole othe

921
mfedele
Skilled Expert
DariusG
Apprentice
DariusGApprentice
asked in Ticket & Workflow Management
Working with department custom fields and web requests

We wanted to create a department custom field to reflect their priority status, so that we could use it to escalate tickets at a different pace based on the client. Easy. Checkbox. True/false. 1st hurdle : discovered that department fields are not visible in workflows, at least not in our basic tier. OK, but I can make API calls against Freshservice from inside a workflow. 2nd hurdle - most of the “department” names have spaces, and for whatever reason, the url_encode filter does NOT replace the spaces, observed by checking the execution logs and seeing the requested URL still has spaces vice “+”3rd hurdle - managed to pipe in a replace: “ “,”+” and that appears to have done the trick…. and get verified json results back. The field type is boolean, and the branch/test node recognizes it as such, but won’t validate against [true] - maybe because the original CF is  an array of booleans? OK - manage to get the data out anyway and test it. Test it by modifying select tickets.  Activate it

9303
S
Community Debut
M
Skilled Expert
m.riederSkilled Expert
asked in Ticket & Workflow Management
Workflow Action - Send Mail to Service Request Fields > Custom Fields

Hello together, we currently working more and more with the Workflow Automator and want to set up some workflows for service requests where an approval mail is sent automatically.Here we stumbled across the option for Service Request Fields in the “Send Approval mail to”- Action .When clicking on that a new window “Custom Fields” appears, allowing to search for Service Items. However, regardless of the selected item, no Fields were found. We also created a Service Item called test and added every available custom field to it, but also for this item no Field is shown in the Send to Workflow Action:Does anyone know what this option is used for?Thanks

6802
M
Skilled Expert
M
Top Contributor
Matt HTop Contributor
asked in Ticket & Workflow Management
Supervisor rule change status of ticket but workflow not triggered

Hi, we’ve recently begun using Freshservice and at the moment have automation workflows for onboarding and offboarding. The offboarding workflow is initiated after a requester registers a request through an employee-offboarding form, initially it only disables the user accounts in Google and Azure, but then after 60 days it is supposed to automatically run a second workflow that deletes the accounts. How do we achieve this in the simplest and most proper way?My colleague that set this up initially says that it previously worked by having a supervisor rule that changed the status of the ticket after a certain amount of time. But that clearly doesn’t work now. The status is changed on the ticket, but the workflow is not triggered.   

3524
rajagopal.baladhandayutham
Community Manager
V
Apprentice
V.WestbergApprentice
asked in Ticket & Workflow Management
Approval requests non Service Request

I am trying to make a workflow that sends a approval request to our security team if someone selects security from the drop down. it is working if I assign it directly to the team but once I add in send approval request it stops. Are we not capable to send approval requests on non SR items?

3071
rajagopal.baladhandayutham
Community Manager
D
Apprentice
DevonGansebomApprentice
asked in Ticket & Workflow Management
Employee Onboarding - Child Tickets

Hello, I am wondering if anyone knows of a way that when a Parent ticket is re-assigned, whoever it is reassigned to also gets the child tickets assigned to them. We are setting up onboarding, and we want it so when the IT Support Manager assigns the Parent ticket to an Agent, all the child tickets also get assigned to that agent. I do not see a way to do this in the workflow, but just wanted to see if I am missing something. Example - If I would reassign this ticket (parent ticket) to Britany, but all the child tickets stay assigned to JoshWorkflow - This is what we where told from Support to try, but then this assigns the child tickets to the IT support manager, as they are the “event preforming agent” changing the agent. and anytime the ticket is update in the future, this would run again. 

2401
rajagopal.baladhandayutham
Community Manager
L
Apprentice
lloydApprentice
posted in Ticket & Workflow Management
Default Tickets View

I am wondering if it is possible to set my customized ticket list, with filters, etc, as the default list that freshdesk displays when i sign in?

12468
zachary.king
Skilled Expert
O
Apprentice
O DuceApprentice
asked in Ticket & Workflow Management
How to automatically remove specific emails from the CC field

Hi Everyone,I know there’s a way to automatically add emails to the CC field using the workflow automator, but is there a way to automatically remove specific emails from that field?If not, would you be able to add it please?

4031
zachary.king
Skilled Expert
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Ticket & Workflow Management
Question about workflow : Placeholder Item Description

Hi Team, Just want to ask if I can add/have an unlisted placeholder for my workflow?I have created a workflow for  SR - hardware provisioning where it should send an email notification once a ticket has been resolved or approved with details such as item name, cost and description. However, the only available selections are the item name and cost? I also, tried to use 'all the fields', but still no description and don't like to have other fields displayed except for the 3 (item name, cost, description).  How can I get the description of the service item like this?  

3016
zachary.king
Skilled Expert
S
Top Contributor
Stefan.RollTop Contributor
asked in Ticket & Workflow Management
Web Request in Workflow, waiting for Web Request Response

Hi all,with the new Web-Request Node, in the Workflow-Automater, i create a Api-Call.While testing, everything seems to be ok, i get response and data from the call. Now the Automater is active, and is triggered when a new Ticket is created butin the Ticket Activities the Automater stops at: Waiting for Event Web Request Response.Are there some Waiting Limits?Someone any idea?Thanks,Stefan

13486
S
Top Contributor
Kabir
Apprentice
KabirApprentice
asked in Ticket & Workflow Management
MS Exchange - Lookup Event not working when event does not exist

Hi Team,I am looking to integrate Fresh Service with MS Exchange.All the setup steps have been done, and using the Workflow automator, I was able to create an event on a calendar as part of a quick test.The “Lookup Event” also works, BUT only when the event already exists. If an event does not exist, the call does not return any response; in fact it just keeps running infinitely. Can you please help with this or let me know if there is anything I am doing incorrectly?Thanks,Kabir

310
Kabir
Apprentice
prats
Community Manager
pratsCommunity Manager
published in Ticket & Workflow Management
Workflow of the Week - Session 8 - Leverage Reader Node to query Asset Information

Here’s wishing you all the joy of the season 🥂 Kickstarting the New year with the Workflow of the week.With our #Workflowoftheweek series, learn how to leverage Freshservice Automation capabilities for your service desk requirements.⚙  Hands-on configuration assistance to set up workflows for your process requirements.⚙  Best practices and tricks to configure workflows with the help of new enhancements.⚙  Useful resources to get you started and unlock the power of automation.SESSION 8 - Leverage Reader Node to query Asset InformationIn this session, we will explain how to use the Reader Node in workflows to query the relevant Asset details and parse them in subsequent nodes. Decommission AWS VM (0.18) Raise a request to terminate AWS VM, query information about the particular VM, and send approval to Asset Manager with all the relevant details. Change approval or Routing based on Associated asset (5.40) Extract information about the associated asset in a change and automate the approv

3440
prats
Community Manager
BarrySummer
Apprentice
BarrySummerApprentice
asked in Ticket & Workflow Management
Auto approval for certain Service Catalog items

I am looking for a solution that would “auto approve” a service request item. For example if a user is needing a new keyboard or mouse we wouldn’t want their manager to be bothered with an approval request. Ideally I’d like a way to link from a custom field/group that we could place service request items in and those would auto approve. If anything else would need an approval from manager.We can do this in reverse by creating a workflow for each service request item but that seems tedious.Any ideas?

9124
mmccoy
Skilled Expert
raymondcanilao
Skilled Expert
raymondcanilaoSkilled Expert
asked in Ticket & Workflow Management
Service Request is Change - Workflow also should be updated

Hello, Just want to ask on how to deal with changing the service item for created SR  tickets? is there a way to edit an service item even if already summited?  like for example, user mistakenly selected the service item A instead of service item B. is there also a way to enable/trigger the workflow created assuming service item A and B has different process or approval maintained? I noticed that i can edit the summited SR however, workflow for the approval mail is not working. I’m guessing becasue I only have this SR is raised event. I’m thinking to add more criteria here:  

2154
vijay_2am
Skilled Expert
B
Apprentice
brmapearceApprentice
asked in Ticket & Workflow Management
Unable to use Webhooks from Workflow Automator

Hoping someone may have some guidance…I’ve followed the guide to setup a Windows Server 2019 instance with .NET Framework 3, etc. enabled as instructed.Attempting to use Webhooks through the Orchestration server, via Workflow Automator, fails every time.  The error I get:{  "exit-code": -1,  "message": "Exception occured for connector: httpwith message: connector not found",  "status-code": -1}I have tried different webhook destinations (IFTTT, FreshService) and I’m able to use Insomnia API client to prove that my requests are formatted correctly since they work outside of using the Orchestrator.This is also a brand new Windows server install, firewall turned off for testing, no issues reaching the internet from the server itself.  The server appears Online in the FreshService WebUI.Poking around in the log files, specifically ..\osr\logs\error.log I have lines like this for every connector:11-25-2021 23:36:09 EST ERROR [FlintHelper.java:418]  spanId:  - :: tenant:: system Error occure

1454
B
Apprentice
freshNoobie
Apprentice
freshNoobieApprentice
asked in Ticket & Workflow Management
Releases triggered by change window start time

Hi All,I’m new to Freshservice and I have been trying to get a full end to end workflow to do automatic release deployment based on the change management window.I can get the release to deploy if I login as an agent and just change the status and trigger an event, but ideally I want it all to be automated and have it triggered based on the change window condition = true. What I’m hoping to achieve, not sure if this is possible:Change request is created Change request is approved, planned start date = Mon 2:00pm (example) A release is mapped to change request above A scheduler is looking for changes meeting the condition above Change condition (planned start date) = Mon 2:00pm Change event triggers a release deployment  Release has an automation webhook to post to an api Deploys release Api returns response Closes ticket and sends a notification to the operator that the change was a successAny help would be greatly appreciated.

1081
viswanatha.mehta
Community Debut
hillale
Apprentice
hillaleApprentice
asked in Ticket & Workflow Management
Change Types Available Dependent on Group

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.

421
Glavin Crasta
Top Contributor
hafizhussain
Apprentice
hafizhussainApprentice
asked in Ticket & Workflow Management
Error's with Azure AD - Orch Add user to group with username

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.  

5472
Suz
Community Debut
D
Contributor
dp_devaprakashContributor
asked in Ticket & Workflow Management
Workflow Automator : Can we execute external Application POST API call using webservice node in FreshService

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

7223
Glavin Crasta
Top Contributor
P
Apprentice
pfmoraesApprentice
asked in Ticket & Workflow Management
Workflow automator: create multiple tasks based on request input

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,

7521
Daren
Apprentice
ramsundar.radhakrishnan
Skilled Expert
ramsundar.radhakrishnanSkilled Expert
posted in Ticket & Workflow Management
Workflow Of the Week - Session 2 - JSON Parser Node - How To

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

8921
KeithW
Community Debut

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