Ticket & Workflow Management

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

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.

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.

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

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.

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.

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

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.

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

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?

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.

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.

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?

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

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:

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

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 !!

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?

Hi When 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

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

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?

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.

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.

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 t

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.