Ticket & Workflow Management

290 Topics

DaniApprentice

Setting a Workspace on raise a ticket option

Hi Everyone,Do you know how I set the issue related to drop down so it always appears as finance and therefore, always the finance ticket configuration appears at first click. ThanksDani

5 months ago

Tony GambinoSkilled Expert

asked in Ticket & Workflow Management

"Move" command missing on Android app?

I have noticed a feature difference between the iPhone and Android apps. It seems on iPhone tickets can be moved between workspaces, and on Android they cannot. Does anyone know where this feature lives on Android? Is it realy not present?See screenshots from iPhone and Android below. the android user is an admin across all workplaces and, and is an account admin. It’s me, I have all the permissions. The iPhone user also has admin perms in the workspace they are in, but not accross all workspaces. My point is the Android user has higher permissions than the iPhone user. iPhone ScreenshotAndroid Screenshot

5 months ago

leelittlerApprentice

asked in Ticket & Workflow Management

Workflow Automator Condition Routing

Hi, hope someone can help on this. I have a workflow that is reading from a custom object, and needs to complete actions based on the content. However, If a condition is true and I break away from the main route, I need to return back to the main route after executing the actions. See sample below. Otherwise it seems like any additional logic I have, I have to duplicate off every condition. Any thoughts?

5 months ago

michaelmartelSkilled Expert

asked in Ticket & Workflow Management

Emailing to Distribution Lists

I’d like to send an email to an Active Directory distribution list. I want to have a drop-down on the Service Item for the requestor to choose, e.g. All Washington. Then I want to use a workflow automation to set the recipient as the “All Washington” distribution group based on the selection. What is the best way to set his up?

5 months ago

manovadesSkilled Expert

asked in Ticket & Workflow Management

Workflow condition "To email is"

Hello,How can I check if ticket “To Emails” is abv.Gmail.com inside a workflow? It appears that the mail should be added somewhere in the FreshService, otherwise it appears that the mail is not found and the workflow cannot be triggered?Thanks

6 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?

6 months ago

msconfig87Skilled Expert

asked in Ticket & Workflow Management

Why can a child ticket not have another child ticket?

Why can a child ticket not have another child ticket?Why can a parent ticket not have another parent ticket?Having chains of tickets would be useful to track down an incident that exists over multiple months,/years

6 months ago

glenn11888Apprentice

asked in Ticket & Workflow Management

Restrict users from closing tickets.

Can I restrict users from closing tickets for a specific category? I have a service item that if they close the ticket, it causes issues for the techs.

6 months ago

MireilleRTop Contributor

asked in Ticket & Workflow Management

Sorting display of 'values' by choice within Dropdown fields that pull up their information from a custom object table

Hello, I am looking for a way to ‘sort the order of displayed content’ (e.g. alphabetically) within a dropdown field that gathers its information from a ‘custom object table’ It seems like it gets it’s order now from de table’s unique id, but of that I am not really sure, for I have seen sorders change as you add or remove (record-)lines to/ from the table. Dropdown field Table Objectrecords:Table Object fields configuration:Current order of display: (Would prefer to display alphabetically, or in any order that I choose)

6 months ago

zachary.kingSkilled Expert

asked in Ticket & Workflow Management

How are you handling the re-opening of tickets when a forwarded requester replies?

I am curious how everyone is configuring the re-opening of tickets when a forwarded requester replies to a ticket. Right now the responses from a forwarded requester are omitted if the “These events can be performed by “Requester”” is selected in a workflow automator.They are only included if it is set to “Anyone”. But this would include agents and would induce a looping effect. We need replies to these tickets that come from a forwarded requester to re-open our tickets so agents know there has been interaction with a closed ticket.Throw out all your suggestions please and thank you!!

6 months ago

service.workable.cloudApprentice

asked in Ticket & Workflow Management

Placeholders not working when you clone a Action Node or copy placeholders between emails/notes

Hi Forum,Has any noticed that if you have a system placeholder in a Action Node and you either clone the action node or copy the placeholder between emails/notes that the placeholders will bug out and not work 100% of the time?Only when you delete the action node and create it from scratch will it work?I have quiet an in-depth workflow tropologizes in place within Freshservice and have noticed when cloning action nodes or coping action nodes there's no consistency when a placeholder will work or not work…For Example: a placeholder will work in 4 emails in the same action node, but on the 5th email in the same action node it wont work..

6 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?

6 months ago

Stague71Skilled Expert

asked in Ticket & Workflow Management

undocumented placeholder

Hi all,where can i find a information about placeholders, that are e.g. used in email notifications, but that are not selectable via the insert placeholder {} button?e.g. in the approval email notification for tickets a placeholder named {{approval.member.name}} is used. i cannot find this in the ones to chose from. so if i delete that i am afraid i might never ever find that again. nor know of others that exist that might be helpful.e.g. i was looking for a placeholder that puts the new “approve / recject” buttons on a different location in an approval email than at the very bottom.br, Günther

7 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!

7 months ago

MariamPSkilled Expert

asked in Ticket & Workflow Management

freshservice subject field format

good morning, is there a way to amend the format of the subject field in FreshSerivce.currently the ticket number is at the end of the ticket subject. we’d like it to be at the beginning.subject current format example: test subject #INC -123preferred format: #INC - 123; test subject.

7 months ago

EricRoelandSkilled Expert

asked in Ticket & Workflow Management

Help Needed with email - tickets

Dear All,I know there is a topic but I have no access to this.My question:There has been made a ticket [#INC-0001]All information is in there.My colleague remebers some additional info and want to add that to the ticket [#INC-0001].He sends an email with in the subject line [#INC-0001]. In the bdoy the extra info. Now the problem: It creates a new ticket [#INC-0002] instead of adding it to the excisting [#INC-0001].What do I do wrong???Thanks for the help. Eric

7 months ago

DaniApprentice

asked in Ticket & Workflow Management

Resolving a ticket at point of submission

Hi everyone, We are currently using FreshService. To record phone calls we have set up a ticket form for agents to complete. We have a closure rule that a time entry must be added to a ticket before it can be resolved. Is there a way for have the time entry option to be added to the ticket form. The reason behind this is we are having to submit the ticket form and then go into the ticket list to enter a time and resolved the ticket, which is time consuming. ThanksDani

7 months ago

msconfig87Skilled Expert

asked in Ticket & Workflow Management

Custom Object Reader Node not reading higher levels of dependent fields

How is it possible to be able to use the reader node in a Workflow to read the first 2 levels of a dependent field? This seems not to be possible currently.Example:I have a Custom Object with Category being a Dependent Field. Some have 2 some have 3 levels:In the reader node it is set like this: In this example “Jira” is not giving me any results because it was not specified in the Custom Object. But my expectation was that it will take the higher level “Project Support” instead.But this is not the case.Of course I can do this in a workflow item by item. But having about 300 categories will make this a huge task.It would be nice to have a way to read the first and second level as well somehow!Ideas?

7 months ago

jmilosApprentice

asked in Ticket & Workflow Management

Best way to redirect users to the right Service Item

We have a service category for our legacy application “A” that has a number of service items, including job scheduling, new report requests, emergency access, etc..Additionally, We have a service item for Password Resets that covers all of our legacy applications (including application “A”) that are not on SSO / MFA. This service item exists in the Password Reset Service CategoryOur users often go into the service category for “A” looking for a password reset item, and don’t see it there. Is there a way to in the Service Category, re-direct users to another service item?

7 months ago

edward.kimTop Contributor

asked in Ticket & Workflow Management

For 'Service Request', is there a way to allow formatting to users for multi-line textarea?

Hello, Below is the ‘formatting’ toolbox I am referring to. This appears only for a multi-line textarea in ‘New Tickets/Issue’. So if I were to go to any item under Service Request, that formatting toolbox won’t appear for multi-line textarea. Is there a way to allow this feature by any chance? I wanted to check with the community before i start testing in Rebranding page as i worry about possibly breaking things.

8 months ago

sccitApprentice

posted in Ticket & Workflow Management

Changes on how categories are set in FreshService have a negative impact

A change has been made on the way the categories can be set in FreshService that have a negative impact and do not help improving efficiency. It is the opposite instead. Before it was extremely easy to do in bulk using plane text, as you could define the hierarchy using indentations. This allowed for easy management and to keep track of changes by saving a copy of all of them before major changes were made. Now that is not possible to achieve and if one wants to create a copy (or a backup) of the categories before a major change, one would need to copy them one by one, making it an extremely laborious and time consuming task. The change is understandable as it may look nicer, and it allows to make some modifications in bulk, but only per level. But is not efficient in the practical sense. Our recommendation would be leave both options available, the later and the new one. So one can use the one that is more convenient depending on the scenario. Thanks.

8 months ago

BrynCYDEFSkilled Expert

asked in Ticket & Workflow Management

Workspace Workflow Automator not firing on Category change

Hi All - I’m working on a new FS instance and it has WS enabled by default. I’d like to use a Global Supervisor Rule to change the Category on a new ticket from null to Software - this is working - then have a Global WF fire to send an email when it sees the change from null to Software - this is not working and I’m wondering if the different tiers are the problem.OR is FS not accepting the change from null to software as “Ticket is updated” for the event condition.AIM: I’m doing it this way bc Supv Rules do not allow me to send email to anyone other than Requester or Agent which is kind of a weird restriction.Any assistance or other idea to achieve aim would be greatly appreciated.TYBryn

8 months ago

abigayle.paulsonTop Contributor

asked in Ticket & Workflow Management

Create A default Ticket View For approvers

Hello,I would like ot create a ticket view for the approvers that is their default view. I want it to show all tickets they must approve still. Then I would like a second ticket view that shows approved tickets. Lastly, how do I add this to their views but no one else's? Thank you

9 months ago

HenryApprentice

asked in Ticket & Workflow Management

Why don't I have access to this url?

https://www.google.com/url?sa=t&rct=j&q=&esrc=s&source=web&cd=&cad=rja&uact=8&ved=2ahUKEwjcobyPjaiAAxVMmmoFHSnSDUwQFnoECA4QAQ&url=https%3A%2F%2Fcommunity.freshworks.com%2Ffreshservice-11247%2Fusing-the-api-to-add-any-asset-from-inventory-to-a-new-ticket-22556&usg=AOvVaw0g_QDciQ5RrkNT6fEhzMN4&opi=89978449

9 months ago

edward.kimTop Contributor

asked in Ticket & Workflow Management

If I update/change an existing Field in 'Ticket Fields' page, what would happen to existing data?

Hello, So there is an existing field called ‘Category’ and let’s say the value goes something like this:Software MS Office Teams Windows Chrome Internet ExplorerSoftware (Replace Above with This): Office 365 Operating System Web/Browsers Others So first ‘Software’ is our exsiting Category (and Sub-Catgories) and I would like to replace it with the one below it (Values are completely made up for demonstrations). Let’s say there are already Closed tickets and some Open one that has been assigned ‘Software’ Category and whatever sub-categories. What would happen if I just replace all sub-categories in ‘Software’ category with Sub-Categories from ‘Software (Replace Above with This)’? Would this make all ‘Sub-Categories’ values for all existing/closed tickets to be blank? Would it remain the same? Would it ask me to replace the value for all existing/closed tickets?

9 months ago

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