Ticket & Workflow Management

346 Topics

Requestor response to untouches ticket counts as initial response?

I was looking at a ticket that had sat for days after creation without being touched. The requestor added a note asking for an update and this date/time is showing as the Initial Response Time. Why did this happen and is there any way to limit this to an agent adding a note?

210

2 months ago

armani.killingsContributor

asked in Ticket & Workflow Management

Exporting all data from ticket using API

Hello,New here, I was wondering if it is possible to extract all the data from a ticket utilizing API. I specifically want to see all data in the description fields as well as anything mentioned in notes. Doing a normal export doesn’t provide me with any relevant data beyond name, date/time, etc. Any help is greatly appreciated.

2509

2 months ago

FreshMattApprentice

asked in Ticket & Workflow Management

How to associate multiple tickets without parent/child relationship

Often in the course of working an incident, another issue will come up that is related but not directly associated to the issue you’re working. In my most recent example, a client/server application stopped working for all users because we changed the licenses. The act of swapping out the licenses caused some short-lived disruption that was easily resolved. However one user stopped being able to access a certain element of the application. All the other parts of the app work for them, and this particular item works for other users. So something needs to be investigated further. This is naturally a new incident. The issue I have is that FreshService only allows linking tickets in a Parent Child relationship. We don’t use problems as a tool because we’re just not large enough of a department to require that level of system. How can I associate these 2 incidents as related but not having a parent/child relationship.

371

2 months ago

BobbyBMoreSkilled Expert

asked in Ticket & Workflow Management

Searching for a particular webinar video

Hi. I was reviewing a webinar video and had to leave early. I am trying to find it and haven’t had any luck. Hopefully someone saw it and can direct me. It was two people, a woman and a man. It was primarily driven by the man who was showing ticket best practices. My notes say he was showing the status field and how you can add various custom statuses. In his example, he reviewed “Scheduled” and how you can edit the SLA due date.Thanks!

572

2 months ago

PatrickMurphySkilled Expert

asked in Ticket & Workflow Management

Issue with Azure Orch - Remove Group Member

We utilize several Azure orchestration functions without issue however when trying to use the Remove Group Member functions which requires the group object ID and an email address. I continue to get the following error returned: “Unsupported referenced-object resource identifier for link property 'members'.”I’ve attempted when the group is a security group or 365 Group. I’ve tried with the user in the group and not in the group. In all scenarios I get the same error message.Now consequently the next step in my workflow is to add the user to a different group. Which works fine, however if the user is already in the group and I’m trying to add them again (testing logic) I get the same error message “Unsupported referenced-object resource identifier for link property 'members'.”.Anyone able to use the Remove Group Member and it works? What am I missing?

1914

2 months ago

maxlehot1234Skilled Expert

asked in Ticket & Workflow Management

Schedule tickets using workflow

Hi,Does anyone know how I can schedule a ticket at specific date and time using workflow?In our company, HR department use a form to ask us to disable an account in like 2 weeks from now.So I want to create an action that will schedule a new ticket 1 busine day before this time to make sure we don’t forget it instead of keeping a ticket open for 2-3 weeks.Thank you so much for your help in advanced

57913

2 months ago

Fathom55Community Debut

asked in Ticket & Workflow Management

Service Item fields variables not formatted, after friday 8/30

has anyone else noticed since the maintenance window 8/30 all their email notifications are messed up? The Service Item placeholders which output all the visible fields for SR, used to output via table in email and now its just a jumbled up mess of a paragraph. Were on Semi-annual channel for Outlook, so no Outlook updates happened. and Support acknowledged others have reported the issues.FreshService Support just simply says use outlook on the web instead of desktop app or “new Outlook Beta”, which isnt really an option for large organization. Seems like there's some kind of compatibility issues in their code for Outlook Desktop app. anyone have any ideas?Example:

755

2 months ago

joanna.smithApprentice

asked in Ticket & Workflow Management

Ticket Feedback Loop

I wanted to check in about an issue we've run into that impacts our ability to send/receive responses for tickets if it goes unnoticed or unaddressed. Essentially we had a ticket in which the requester copied in another email alias for a 3rd party vendor that was also using a ticketing system with an automated instant generic reply ("We'll review your request within X days and get back to you..." etc.). It then triggered our FreshService instance to then also send our canned auto reply and create this ongoing feedback loop of the systems going back and forth sending the same generic message to each other (screenshots attached). Right now we do have a workflow automation in place to keep this from happening and have since added this specific alias to it. My thought is that though we do have our workflow automation, we can't necessarily control for the variable if a requestor is copying in a new alias that may also have an auto response, only address it reactively as it happens and comes

1353

2 months ago

jeroen.heijboerContributor

asked in Ticket & Workflow Management

How would I setup a Ticket/task workflow with incomplete tasks

Hello!I am stuck on how to create a workflow that will contain tasks with conditions.I would like to create a workflow where if there is still a task for a department in a service request that is not set to "completed" then the ticket will still on the status “pending” or “open” Please help! I really appreciate it !!

635

2 months ago

rawilkinsContributor

asked in Ticket & Workflow Management

List of supported Liquid Filters in Freshservice

Is there a list of all the liquid filters that are supported in Freshworks products? The solution here only points to a Github repository of some of the filters that shopify has and even in this list not everything is supposed inside of Freshservice. https://support.freshservice.com/en/support/solutions/articles/50000003382-powerful-placeholders-with-liquid-filters Link mentioned in article:https://shopify.github.io/liquid/basics/introduction/I also noticed that some liquid filters don’t process correctly inside of an Expression node compared to a Action Node that adds a note. I stopped using liquid filters in Expression node after awhile due to having no way of knowing what syntax problem I am running into whether it is with the filter or Expression node itself.

3544

2 months ago

justmellyCommunity Debut

asked in Ticket & Workflow Management

Change Request Flow

I have been racking my brain trying to find an answer to this as I feel there is one that I am not thinking about. I am wanting to set a very specific workflow to change requests for auditing purposes. Change request gets created. Then has to get approval from me (head of IT). Once approved it needs to be tested in dev environment and signed off on by one of the admins. Once it’s signed off on that it’s been tested completely in dev, it needs to get approved again by me. Then once that approval happens, it then gets pushed out to production and signed off again that it’s done by one of the admins. How in the world could I accomplish this?

321

2 months ago

GraemeWApprentice

asked in Ticket & Workflow Management

Reset ticket after an Approval response

HiWhen a request is sent for approval and the status is set as “Awaiting Approval” - is there a way for the response to reset the status? i.e...if the ticket is approved, then set status back to “Open” if the ticket is rejected, then set status to “resolved” with a note about the rejection.We do have a workflow that “kind of” works - but wondered if there was a more efficient way using API

341

2 months ago

jhannaApprentice

asked in Ticket & Workflow Management

Custom Field Validation and Error Checking

Hello,Is there anyway we can validate/error check/add logic to custom fields prior to the user submitting a service request form? Here are some examples:If we have a date field, we need to be able to see if the date has occurred in the past and if so, alert the user to change the date to at least be the current day. If we have a number/decimal field, but say only want the value to be less than 100, to be able to add logic to the field for < 100.If we have a text field where we are asking for an email address, to be able to validate the address and make sure that not only there’s an @ symbol, but where we can also validate the domain. In our case, we would only want the email domain of our company.Thanks

7226

2 months ago

gdavid16Top Contributor

asked in Ticket & Workflow Management

Workflow to run on the due date

is it possible to run a workflow on the due date and time? trying to provide flexible automation so that the helpdesk team can own the offboarding process, and make adjustments if anyone asks for a small change to one of the offboarding tasks timing. trying to use the due date to kick off workflow automation that kicks off powershell scripts. how can i get a datetime based event trigger?

1398

2 months ago

sarahkekCommunity Debut

asked in Ticket & Workflow Management

Reopen workflow - don't reopen if response is from Satisfaction Survey

Hi, we have a workflow to reopen a ticket if the requester responds after closure. We use the Customer Satisfaction survey feature, and tickets are being reopened for survey responses, which we don’t want.What’s the best way to configure the workflow to ignore satisfaction survey responses? The only thing I can think of is adding “last interaction doesn’t contain ‘view feedback’” but I’m not sure if that’s the right way.

331

2 months ago

phill.yeungApprentice

asked in Ticket & Workflow Management

Workspace Ticket Field List Order

Hi All,Is there anyway to reorder the Workspace list in the ticket fields? RIght now it is set in the order which the Workspaces are created which looks quite random for users. If we can either set it to alphabetical or personalised order that would be best.

622

2 months ago

oclews10Contributor

asked in Ticket & Workflow Management

Workflow trigger to resolve a ticket once a resolution has been added

Hi Folks!I’m trying to setup a workflow in the Ticket Automator that will automatically set the status of a ticket to Resolved once a Resolution Status has been added into a ticket. To test this currently, I’m simply getting the workflow to hopefully run once the word “Test” has been entered into the resolution note box.Unfortunately, this does not seem to be working unless I make a change to the ticket properties and hit the Update button… It seems as if somehow I need to get my workflow to trigger without needing to hit the Update button on Ticket Properties?!I’m not sure if perhaps I can trigger this by forcing another field in the properties area of a ticket to be updated… But it would be brilliant to make this work, we are trying to reduce the number of clicks required for our agents when resolving a ticket and this would certainly be a huge help.These are the 4 steps in my workflow I have setup…Event (1st step):Expression Builder (2nd step):Condition (3rd step):Action (4th step):

3147

2 months ago

eeha0120Skilled Expert

asked in Ticket & Workflow Management

Project Association mandatory in SR

Hi Community. We have created a custom field named Type of Request, which allow us to broaden the types of cases we handle for our customers:Incidents (Type INC) Inquiries (Type INC) Requests (Type SR) Projects (Type SR)We use the last one for the Requests which are large ones, so, a Project should be created and Associated to the SR.Do you happen to know whether there is a way we could add sine validation (at ticket Resolution) where we could check for a Project to be associated to the SR? Our Use Case is:Some times agents forget to create the association; we would like to avoid Resolving the ticket if such association does not exist. I’m aware of Business Rules; but there are no standard ways to do that.I was thinking of using an API call to check that. In the docs, I found that in Projects you can actually manage Associations but I couldn’t find anything related from Tickets.Do you happen to have found / noticed about any Event that triggers when such Association is made in a ticket

2 months ago

KevinEContributor

asked in Ticket & Workflow Management

Auto-assignment if tickets based on priority & creation date

Hi, we have previously used the Round Robin feature in Freshservice to assign tickets to our 1st line agent group, however, found it doesn’t always work very well - by luck of the draw, one agent could end up with all the easy requests while another could get multiple more complex incidents.Is there a way to automate ticket assignment within a group by priority? Ideally what I would like to do is assign the oldest, highest priority ticket first and so on. Thanks in advance for any suggestions.Kev.

280

2 months ago

myalungCommunity Debut

asked in Ticket & Workflow Management

Freshdesk Contact record thread to FreshService requester

We have recently begun migrating our IT helpdesk tickets over from Freshdesk to Freshservice via the Threads option. All of our internal and external customers utilize one entry for help and that is via Freshdesk. Due to our assets moving to freshservice, we wanted to be able to track tickets associated with them. As a result, we setup the thread option in Freshdesk. However, when a ticket is threaded over, it puts the agent of the Freshdesk ticket as the requester instead of the contact who originally sent in the ticket. This forces us to have to edit the freshservice ticket to the customer in order to associate the asset with that customer. How can we have the thread put the Freshdesk contact as the requester and not the Freshdesk agent?

192

3 months ago

mudgyfudgy

asked in Ticket & Workflow Management

Azure AD - Orch invalid_client

Hi All,I have an automator that is set up to automatically create a team from a catalogue item raised by the user.The automator today has stopped working with the error invalid_clientNothing has changed in our Azure tenant or within our instance of FreshService.There was an update for the app integration within FreshService so I have installed that to no improvement.Any one have some suggestions? Cheers

961

3 months ago

RazorSkilled Expert

asked in Ticket & Workflow Management

Altering Workspace contents in Business Forms breaks New Child Ticket creation

It seems that creating business rules which alter the workspace dropdown in any way works as intended throughout the system except for in the new ticket creation section of the assign child ticket form, where the dropdown just becomes blank and the form cannot be filled in due to that workspace dropdown being a mandatory field.How do I get around this and is this a known bug?

3 months ago

VanderdeckenContributor

asked in Ticket & Workflow Management

Retrieving a service item category from a service request

How do I get the service item category from an item in a service request?I have a dependent field with categories/sub/items filled out in the ticket. “Requester Category”I have a custom object with all those categories/subs/items in a field. “Requester Category Lookup”I want to be able to fill in the dependent field on the ticket “Requester Category” field with the cat/sub/item of the service item.Am I missing something, I am trying to do this in a workflow but the reader does not return any values.The ticket fields.requester category seems to be empty.

381

3 months ago

RsomersApprentice

asked in Ticket & Workflow Management

Problems vs Child Ticket

I’ve been trying to figure which would be a better solution for my teams. The prior admin for FS before departure had the mindset of utilizing a master ticket and only link other tickets as children so the master would close the child tickets. They stated it was easier all around. Problem tickets I am more akin to as that sounds better all-around for incidents. Though this debate was sparked due to this being multiple incidents from an outage (no real solution just started working again) and so would this be better stated for Problems or Master incident with child tickets attached?

5529

3 months ago

KJCSkilled Expert

asked in Ticket & Workflow Management

PowerAutomate HTTP Connector

Hi,I'm attempting to create a GET request using the HTTP connector in Power Automate. However, I consistently receive a 404 "item not found" error. I'm using the URI provided in the Freshservice developer documentation, and the ID corresponds to a ticket I own so I know if exists. I'm unsure why the resource cannot be located.Example URI from the developer docs: https://domain.freshservice.com/api/v2/tickets/20Has anyone be able to do this before? If anyone can help that would be great!

812

3 months ago

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