Ticket & Workflow Management

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_client Nothing 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

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?

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.

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?

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/20 Has anyone be able to do this before? If anyone can help that would be great!

Hi Community, Wondering if anyone can help. I am trying to create a FreshService ticket in PowerAutomate when someone fills out an MS Form. However, the FreshService connector requires the Requester's ID, which I thought would be straightforward. I added the dynamic content email address from the MS Form response, but it fails asking for a number. I need the Create Ticket to come from the user how completed the MS Form does anyone have any thoughts why this is not working or how I could achieve this? Many thanks

In need of help.Dear all, When creating a ticket an asset is related to this ticket. The asset has a location.The location has an identifier. But the identifier is just a name. No address information is visible.How can I make the address info visible in a ticket or … in any other way so an agent can see the address in one click?Whatever I try the address is nowhere visible. This makes a location useless if an agent can not see the address immediately.Any help is welcome!

Hi Would anyone be able to help with the automation of 2 x tickets created (being sent to different agent groups) off the back of an initial ticket being resolved. We have our HR team receiving leaving notifications as SR’s in freshservice, and i would like the resolution of the leaver ticket to trigger tickets to other teams to advise them that the leaver has been processed by HR and that the leaving date is XXX etc. Thanks Dan

We have a SLA timer in the background running to always caculate a 2 hour response time. We also have a rule that tickets always reopen if a customer responds. However sometimes the support email is corresponded with when clients have an internal convesation. Each time we resolve and we want it to reopen to monitor the conversation. However since the next response time is calculated from the customer's last response, this leads to the next response violation since the timer reopens. The only workaround support gave me to stop the timer is to create a public note. Which is burdensome to do in each correspondence. Any ideas how to stop a timer when the ticket is resolved. If it opens it restarts the timer from new response and forward. I have requested a feature to edit the next response SLA however if I don’t have upvotes it is not made priority.

Hello, I have been looking to find a way to add a dynamic section to the main ticket form (I believe the url goes like https://helpdesk.teamname.org/support/tickets/new) but I couldn’t find a way. (On the other hand, I was able to do it for Service Catalog items). Anyway, I found this article and followed the step to go to Admin → FIeld Manager → Ticket Fields. Then I added a Dropdown field for testing but I couldn't locate (+) icon as shown in below screenshot. Could you please confirm if it’s possible or not to add a dynamic section here? We’ve been looking to update the main ticket form so it will as convenient as possible for both users and agents. P.S. I just checked again on my Service Catalog items and instead of (+) sign as shown in the above screenshot/article, it now shows ‘Add a dynamic section’ (likely update) Thank you and pease let me know if you have an questions or more info.

Trying to create a custom object I can use in a workflow that will capture Requesters in a Department that have a specific Job Title. We have about 60 departments with multiple Requesters. A few of the Job Titles are managers of those departments and we would like them to receive emails for certain Service Requests that come in. Anyone have an idea of the best way to do this using Custom Objects? Thank you, Daniel

We are currently using the Employee Onboarding module and are testing adding the Employee Offboarding module. However, one roadblock we have hit is how to make a web request that lists the onboarding or offboarding request details so that we can trigger off the specific fields. An example use case is if the request is for an immediate offboarding, it would automate additional actions as opposed to standard offboarding. Reading the API documentation specific to this (here for onboarding, here for offboarding), I know it is possible to use: /api/v2/offboarding_requests/id and /api/v2/onboarding_requests/id But my question is… how the heck do you get that ID in workflows?? That ID for onboarding and offboarding requests does not correspond to the ticket ID (so I can’t use {{ticket.id}}) and the ID doesn’t appear in a web request with /api/v2/tickets/{{ticket.id}} in the resulting JSON even if I try that route. The sections for Onboarding Request and Offboarding Request (example below) hav

Hi all, we are currently have the request to be able to pin ticket conversations to the top. This would be nice for both the agents and the requesters individually. In our Onboarding requests we have a lot of responses and questions and in these it would be nice to be able to pin a conversation to the top, e.g. where we show the current things that have been done already or a percentage graph, as the users want to be informed and it is easier to see everything in one spot. Do you know whether that is possible? Or does it need to be put in as a new idea?

Hi all, we are currently looking into the topic of summaries for our agents to be able to get a quick info about the status of the ticket and what may have been done already. We found that there is a summary option, but this is only for agents who have the Freddy AI subscription as well. Is there a way to enable the summary field for all agents without having the Freddy subscription?

Hi Community, Has anyone had success with automatically associating multiple assets to a ticket based on the Requestor or Requested For using workflow automator/web request node? We have certain service item that would benefit greatly from an automation like this. Thank you, Michael.

Clicking on a public URL (tested in an incognito tab and with customers) prompts Azure AD SSO. Tested “Redirect users to SSO by default” on an off, still happens. “Authentication for public URLs” is turned off.

We’ve just rolled out Freshservice and people have noticed that dashboards and ticket lists do not autoupdate. Is this the expected behaviour? Do agents really have to sit there hitting refresh like they are trying to get Taylor Swift tickets?

I’d like to create a workflow to automatically assign the Asset to the User using it. Doing this manually is hell for hundreds of Assets. So we send the Agent to the users via InTune. We get the information “Last Login by” and I would like to link this information to the field “Used By”. How should I go about it to create such a workflow?

Last week, I had a conversation with FreshService support where I was pushed in the right direction towards using the FreshService API v2 (specifically, creating a ticket with an attachment) in POSTMAN. I faced significant challenges in translating this into a PHP or Python request. After quite a bit of effort, I managed to figure it out, and I'd like to share the solution I came up with so others who might be experiencing similar difficulties may benefit: FreshService API - Creating a ticket with multiple attachments https://cloudaen.com/blogs/view/freshservice_api_multiple_attachments PHP Script (the python script can be found in my blog article above): <?php // Get API Information$password = 'YourAPIKeyHere'; // Function to build multipart/form-data request bodyfunction build_data_files($boundary, $fields, $files){ $data = ''; $eol = "\r\n"; // Add fields to the request body foreach ($fields as $name => $content) { $data .= "--" . $boundary . $eol . 'Content-Disposition: form-data;

Hello, We are looking to add a group email as a Subscriber to all Services under the Status page so they will be notified. I am aware we can add users individually/bulk using their email but is it possible to add a group email so all users (and new ones who will be added)? If so, what will happen if i add a group email. Does all users in that group receive ‘Confirm your subscription’ email and can only one person just click ‘Confirm’ on behalf of everyone?

Hello, I have been expieriencing some issues running multiple workflows on a single ticket. Essentially when a ticket is created we have several tasks that needed to be added based on multiple fields being selected on the form. Right now a single workflow would require a lot of duplication. With multiple workflows I wanted to have a the trigger be the same (Service Request is raised) and have the main condition be the same as well (Service Request item is X). Does anyone know anyway to achieve this? Thank you!

I have a workflow which makes a web request to our MDM’s API. The MDM returns back a JSON list. [ { "device_id": "11111111-4498-4a16-b495-dd6ced251606", "device_name": "C01234567890-user1", "model": "MacBook Pro (16-inch, 2019)", "serial_number": "C01234567890", "platform": "Mac", "os_version": "14.0", "supplemental_build_version": "23A344", "supplemental_os_version_extra": "", "last_check_in": "2023-11-07T15:03:37.309525Z", "user": { "email": "user1@nuna.com", "name": "User 1", "id": 5, "is_archived": false }, "asset_tag": "10000809", "blueprint_id": "11111111-4a1d-4d11-8cf3-53ab707b6336", "mdm_enabled": true, "agent_installed": true, "is_missing": false, "is_removed": false, "agent_version": "4.2.9 (4570)", "first_enrollment": "2021-05-21 16:36:45.787997+00:00", "last_enrollment": "2023-10-30 03:46:59.102587+00:00", "blueprint_name": "IT - Sonoma", "lost_mode_status": "" }, { "device_id": "11111111-caea-4d25-a7b4-8e5d1d392530", "device_name": "987654321-user1", "model": "MacBook Pro

Hi, I want to send email from the requester in workflows. Using Action → Send Email to → From I can only choose one of our instances email addresses. Something I’m missing or is it not possible?

HELP !!! I am trying to set up automatic emails that sends and email to requestors. Example, If we put the ticket at Status “On Hold” after 20 hours it sends chaser email 1, after 30 hours chaser email 2, after 40 hours a final email and closes the ticket. I have reached out to FreshService support and I get a lot of different answers which don't really fit the bill. A lot of IT ticket systems have this functionality but FreshService doesn't seem to have it.

Using the automator, I can add the visible fields of a service request to the ticket description. This is added in the form of a table. However, when I go to edit the description of a ticket I cannot add a table of any sort. When testing in the automator, the json results will list the desciption with html tags for a table, but if I try and paste that in the Test Web Request in the automator, it removes the HTML tags. Why is that and why can I not insert a table manually into the description?