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Ticket & Workflow Management

Ticket & Workflow Management

Ticket & Workflow Management

356 Posts
1,246 Replies

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356 Posts

jmalhApprentice

asked in Ticket & Workflow Management

Tasks In Workflow Automator

Hi Team,I’m new to freshworks.I need help to create Workflow for below requirement.Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.Requirement 8: Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.comFor these requesters, the default notification triggered during email creation should not be triggered. A new notification should be triggered to the two requesters from the workflow with following content :"Dear Requester.Your ticket reference no for PLC BA is ticket iDSubject: Created Date: Your request will be processed & confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.Thanks & Regards,PLC Helpdesk"C-sat should be set as NA for tickets assigned to this group. ThanksJM

jeroen.heijboerContributor

asked in Ticket & Workflow Management

Automation for a new ticket with a automatic note

Hopefully someone can help me.I would like to create a ticket worfklow automator that does the following:- Automatically creates a ticket every morning- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frameNow I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload / workflow? Because I'm new with using webhook triggers.

xautomate_mostxApprentice

asked in Ticket & Workflow Management

automating approval emails for INC tickets

Hi all, I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected: Current workflow:-user submits a portal form, and includes an email of an approver-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully ‘created’ in the system-aftert the timer node, a new action begins which uses the custom field “Approving Manager Email” to send an email to the listed email in said field-the email that the “approver” is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i’ve used are working when inserted in the email . I understand that the “Send Approval Mail” placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket? We do not want these requests to be bui

suzanne.blinnApprentice

asked in Ticket & Workflow Management

Disable email in the sandbox

Has anyone found a way to disable the email function in the FreshService sandbox? Not just the notifications but all email?We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them. Yes even though it indicates it’s from the sandbox.I don’t want to remove these actions from the workflow as that’s part of what I’m testing. I just don’t want the emails to actually get sent.

Daniel SöderlundSkilled Expert

asked in Ticket & Workflow Management

Approval function missing "Content unavailable"

Hello I’m trying out some approval WFAs and noticed that the option/result for the approver are missing. -It only say “Content unavailable”I see the status of the approval and have the option to approve.

pruthviraj2391Apprentice

asked in Ticket & Workflow Management

get API of time entries fetchs only 30 records

This is get time entry api: {{freshservice URL}}/api/v2/tickets/Ticket_id/time_entriesThis api returns only 30 entries which are latest for that ticket. is there any pagination available for above api or any other solution?

aaron_jhgTop Contributor

asked in Ticket & Workflow Management

Chaser emails to end users

I am trying to set up our service desk wherby if we put a ricket status ”On Hold - Waiting end user” it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically.

JFrancisCommunity Debut

asked in Ticket & Workflow Management

Notifications when a ticket bounces between groups?

Is there away to generate a notification if a ticket bounces between groups multiple times or even away to count the number of changes that occur?Example, ticket is raised by tier 1 and sent to infrastructure (1st change). Infrastructure needs additional information so they send the ticket back to tier 2 (2nd change). Tier 2 is unable to get the information requested so they send it incorrectly to Desktop Support (3rd change). Device is actually a Register so Desktop Support sends it to POS Hardware (4th change). POS Hardware answers the question for Infrastructure and sends the ticket back to Infrastructure (5th change). Infrastructure is able to fix the issue and close the ticket. This is a scenario we have encountered many times, sometimes a ticket will bounce multiple times between groups. We need away of documenting this.

asadentonApprentice

asked in Ticket & Workflow Management

Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?

Hello,Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.Thanks,Asa

jamurkinApprentice

asked in Ticket & Workflow Management

Workflow not triggered after Change is updated or created

Hi, I have a workflow that should be triggered by a Change item being updated or created, but it doesn’t seem to be working. At the moment, the flow should simply trigger a webhook (specifically a Power Automate flow), with it sending some of the form information for further processing. I’ve tried creating a new change and then updating its status, but nothing appears in the Execution Logs page. Any help would be appreciated.

Brian RApprentice

asked in Ticket & Workflow Management

Risk Analysis for Change management

What are people doing within their Freshservice instance to be able to create a Risk “questionnaire” or have you setup anything that can help determine a “Risk” assessment/calculation for change tickets?Example:A change ticket is created/submitted and before it goes to cab there is some procedure that will ask some questions and based off of those questions, the Risk level is calculated. Also, did anyone setup a business rule that if any asset has been deemed, critical based on one of its attributes, the ticket (incident, Change ) will automatically be assigned a specific Risk level. For change tickets this would be part of the risk assessment.

wtantApprentice

asked in Ticket & Workflow Management

Need help with trigger webhook to update requester's email

Hi,I created a workflow to update the requester’s email when ticket is raised and ticket subject contains a certain words. The execution log showed it was executed successfully but the requester’s email didn’t get updated. When I test with the “Test Webhook”, it’s working. However, it’s failed when ticket is raised and called this workflow. Request Type: PUT Any ideas? Thanks,WT

stolan2Apprentice

asked in Ticket & Workflow Management

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?

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.

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.

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?

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

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:

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

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 !!

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.

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?

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

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

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?

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