Ticket & Workflow Management

Why even let us make service requests in business workspaces if the automation is not supported?Please help me understand how a pre-packaged business workspace can be used to facilitate requests for routine services through cases? What method can be used so that the requestor is informed with what services are available in a packaged way to select choices that are helpful to the agent to process them? The HR workspace workflow automator does not allow service request events, nor are service items created in the workspace available to be discovered to automate at the primary/global level. If this is not possible then the value of using workspaces for services is effectively just email correspondence with numbers.I am building a secondary workspace as another IT workspace to see if the automation can apply in a separate fashion. Is the only solution to craft a combination of service categories, groups, and business rules to articfically separate departments inside the primary workspa

2503

7 months ago

ckthiesenApprentice

asked in Ticket & Workflow Management

Hiding Service Items With the Ability to Add Into Parent Service Item

We have created an event scheduling service item that involves multiple stakeholders. This service item includes child service items within the request. We need to hide 3 of those service items from all service items list but keep available within the service request. I found this in another similar post which allows us to hide the category these three items are in, but the items are still visible in all items list./* Catalog: Hide LAST category in list */#categories-list > li:last-child{visibility: hidden;}My question is, is there a similar entry we can put into the style sheet, that would hide those specific service items as well in addition to the category?Thanks much and Cheers!-Chris

951

7 months ago

lulrichsSkilled Expert

asked in Ticket & Workflow Management

Can someone help me with duplicate ticket creations?

Our company uses an MSP for our Service Desk and we do not have visibility or access into their ticketing system. We purchased Freshservice as a means for the MSP to raise escalations to our teams within our company, so that we can manage the tickets that were escalated to us. We do not use Freshservice like a normal customer-facing ticketing system, because all customer interaction should essentially go through the MSP, however on occasion we need to be able to involved. Essentially, the Requesters on our tickets are the MSP Service Desk engineers so that they can get notes and resolution comments when we complete the ticket, so that they can follow up with the customer to ensure that it has been resolved.Because we use Freshservice this way, our subjects need to incorporate our MSP’s subject line, which is no problem, but I am trying to avoid putting the Freshservice Ticket ID in the subject because 1) I don’t want to confuse our customers (aka employees), and 2) the Ticket ID won

1572

7 months ago

ArtMGApprentice

asked in Ticket & Workflow Management

What is the placeholder for the 'Ticket.To Email' field?

In a Workflow it is simple to add a Condition based on the Field that a Ticket was sent To a particular Email Channel. This creates a condition called something like ‘Ticket fields.to email’ etcI want to use the To Email field in an Expression Builder, I cannot find the placeholder to use. I have searched the options in the Workflow user interface and the List of Dynamic Placeholders article, but I find nothing. I tried guessing the Placeholder syntax, using the dialog shown above for the first and the Ticket API fields for the second{{ticket.to_email}}{{ticket.to_emails}}but neither of these returned the data in the Ticket Field ‘To Email’. Does anybody have any suggestions?

220

7 months ago

RichardRSkilled Expert

asked in Ticket & Workflow Management

Duplicate tickets challenge ...

Hi,We are a MSP in the network infrastructure field and provide Incident and Change support to our customers by using Freshservice. The 24x7 support is delivered to our customers in collaboration with a partner. With this partner we agreed on a financial model to charge us per ticket. The challenging we are now facing is the high number of “duplicate” tickets generate by our provider. When there is an issue with an internet circuit our provider is proactively informing us by sending a mail to our support mailbox. The issue now is that for every update or change in ticket status a new ticket is generate which has an impact on the bill towards our partner. See attached screenshotWe’ve reached out to our ISP to see if there is anything that can be changed of their end but that is unfortunately not possible. As the subject is always the same format. {provider ticket id} + {circuit id} + { customer reference } I tried to solve this with the workflow automator but since the API doesn’t suppo

1162

7 months ago

SteelFrostTop Contributor

asked in Ticket & Workflow Management

Scheduled Workflows against Closed Tickets

The Ask: Since it appears there is a software limitation, in that FreshService scheduled workflows do not run against closed tickets, how do I accomplish this goal?The Scenario: We’ve implemented a service request and workflow to manage the request and approval process for security policy exemptions. These exemptions are time limited, which is a dropdown field the requestor can choose, up to 365 days. The Goal: On approved security policy exemptions, we need to have the ability to automatically create a new policy exemption request, 14 days before the current one expires. I created a workflow for this, and in testing against open tickets, it is successful, in terms of the calculations and creating the new ticket...but since we are closing the tickets (so they aren’t open up to a year), they aren’t triggering. I’m sure I can implement a new ticket status for these and just leave them in that state so my workflow will run, but I’d like to have a solution that doesn’t require the ticke

1024

8 months ago

artemis112Apprentice

asked in Ticket & Workflow Management

Category-Based Ticket Routing by email

First Time Posting. Hello Everyone. Quick question: Is it possible to create a workflow that reads the ticket description or subject from an email, identifies keywords or matching tags, matches them with keywords or tags in custom objects, and assigns them to the appropriate groups?Thank you.

591

8 months ago

Jake HenegarApprentice

asked in Ticket & Workflow Management

Is the resolution visible to requesters?

Hey all, just wondering if this is exclusive to agents or if the requesters can see this tab as well?

1011

8 months ago

martin.jSkilled Expert

asked in Ticket & Workflow Management

How to best manage delegated approval for CEO

We have a scenario where the CEO reports to the Board of Directors Chair, which syncs from AzureAD, and so all of our automated approval workflows send approval requests to the Chair when the CEO is the requester. We wish to have the CEO be able to self-approve their tickets (as all requests within Fresh are within their delegation). We have set the Delegated Approval within the Chairs profile, but it seems this does not work when the ticket is within a Restricted Agent Group - they get ‘you cannot access this page error’ (even though they are logged in, and have delegate approval). Does anyone have any ideas on how to get around this / or ideas on how to best manage this? I don’t really want to turn off the restricted group (as it a HR group). Currently, the Agent of the ticket has to remember to manually send an approval to the CEO, and cancel the one sent to the Chair

1234

8 months ago

AAlexiouApprentice

asked in Ticket & Workflow Management

Move Ticket from Release to Review

Hi,I’d like to create a workflow which is triggered by the end date from the Pending Release.I have the correct condition:But I’m having trouble defining the Event.Is it “Change is updated”?

131

8 months ago

PriyadharshiniApprentice

asked in Ticket & Workflow Management

Ticketfields based on Workspace in Freshservice

Hi,I have an app in the Freshservice Marketplace. In this app, I need to display the ticket fields based on the workspace.Using the 'List All Workspaces' API, I obtained the list of workspaces. Then, I retrieved all ticket fields using the 'List All Ticket Fields' API.However, some of the ticket fields have a workspace_id that does not match any in the 'List All Workspaces' results.Please help on this. Thanks,Priyadharshini R

762

8 months ago

elishafxxContributor

asked in Ticket & Workflow Management

Stop agents from "Closing" a ticket

Hi everyone,ContextI have been working on a project to get our Facilities department on their own business workspace for digital purchase requests. They have always been on the service desk but we have been splitting the desk into separate workspaces.I have realised that regardless of whether they are fulfilling or cancelling a service item request, they are closing the ticket.I have asked them to delete a ticket if it’s cancelled, but they are still closing.Looking through all of the old data before the workspace change, there was no way to determine which service requests were fulfilled so I could not report on the data.What I have doneI have added a “Cancelled” status option set to auto delete the ticket after 48hrs and have asked them to stop closing and use “Resolved” and set this to auto close after 48hrs. I have amended the code on the support portal to hide the “Mark as Closed” button from requesters. I have set a business rule of: If status is closed, validate form on submissi

4763

8 months ago

glucarussoCommunity Debut

asked in Ticket & Workflow Management

Email sending for Onboarding Requests

Hello EveryoneI've been working on a workflow designed to send out emails to a group of requesters whenever a new onboarding request is generated. However, I've encountered a bit of a snag. It seems that users within the group are receiving multiple emails, depending on the number of tickets associated with the onboarding process. I'm seeking advice on how to streamline this process and ensure that each user receives just one email per onboarding request. Any suggestions or insights would be greatly appreciated!I've attached a screenshot for reference. Best regardsLuca

892

8 months ago

kevin.beattieContributor

asked in Ticket & Workflow Management

Service Catalog Item with MultiSelect Field

I have been tasked with creating a service catalog item for GitHub, of which, our organizations have multiple GitHub organizations. So I created an item with a MultiSelect but upon my testing, it seems there’s not a way to get the Workflow to action off of each option selected. It will only action the first condition that is true. I reached out to Support to get some help with this:Support Agent: All these conditions will run one after the other vertically, when one fail, the next condition is checkedMe: Hmm that's not what I'm seeing in my testing.Me: Wait, it has to FAIL to go onto the next condition?Support Agent: Yes! If one condition passes, the workflow will not test the other conditions belowMe: Interesting. How do I force it to move onto the next condition?Support Agent: I am afraid we cannot force them. Only if the condition fails, the workflow will check the subsequent condition, we cannot jump conditionsSupport Agent: Please let me know if you have further queries or c

1142

8 months ago

SpleenApprentice

asked in Ticket & Workflow Management

Send resolution comments in the resolution email

Hello, We want to add the comments from the resolution comments ticket field to the resolution email that is sent to the user when a call is resolved, How can I achieve this please? We are using freshservice, not fresh desk if that makes a difference

3387

8 months ago

amugofjavaApprentice

asked in Ticket & Workflow Management

JSON parser jsonpath regex

Hi,I am trying to search for a department using a custom field. This cannot be achieved using the department web service, so I am listing all departments and attempting to pull out the department I need via the JSON parser, but I am running into difficulties.Given the following JSON payload:{ "departments": [ { "description": "Department 1", "custom_fields": { "company_email_addresses": "dp1_support@mydomain.com,dp1_community@mydomain.com", "industry": "Transportation", "geography": null, "escalation_path": null, "account_active": true }, "id": 1234567891, "name": "DP1", "created_at": "2024-02-29T09:14:52Z", "updated_at": "2024-02-29T09:14:52Z" }, { "description": "Department 2", "custom_fields": { "company_email_addresses": "dp2_support@mydomain.com,dp2_community@mydomain.co

540

9 months ago

Stefan H.Apprentice

asked in Ticket & Workflow Management

mail communication between different instances of Freshservice

Hi, we want to enable mail flow between different instances of Freshservice. For this we need to change ticket numbering schema so that it is uniqe for each instance to prevent Freshervice to mix up tickets of both instances.Is there a way to change Ticket numbering schema or are there other ways to get this working?RegardsStefan

413

9 months ago

MariamPSkilled Expert

asked in Ticket & Workflow Management

ticket automator - build condition using Build Expression

I’m trying to figure out my first Condition using Build expression.I’d like to do the following and can’t figure out howContains “report”OR(Contains “text1” and Doesn’t Contain “text2”) can someone provide some resources on where i can learn to build these expressions please?

541

9 months ago

Conor.lynchSkilled Expert

asked in Ticket & Workflow Management

Send approval email to reporting manager of the requestd for user

Does anyone know how I can send the approval email to the reporting manager of the person added to the requested for field in a service request?Currently, if a requester creates a service request, let’s say for access to a mailbox, and they request it for themselves, then the approval email goes to their reporting manager. That’s fine. But if a user makes the same request but for another user the approval email will go to the requesters managers and not the requested for’s manager.We have a strict approval procedure where only a user’s director can approve requests for any access changes. For example, if a director requests access for one of his team to get access to something, we don’t want that approval email going to the directors reporting manager, the CEO. The approval would still need to be completed by the director. We have other examples where users might fill in on other teams, and users making requests on behalf of others.One way to solve this would be for the requester in th

1723

9 months ago

MariamPSkilled Expert

asked in Ticket & Workflow Management

Workspaces, global form fields

I recently created a new workspace and now have the following setupprimary workspace - WS1new workspace - WS2global form fields for category I have the following options:cat1 with no subcategoriescat 2 with sub1, sub2, sub3 subcategoriescat 3 with sub4, sub5, sub6 subcategoriescat 4 with sub7, sub8, sub9 subcategoriesfor workspace WS2 - is there a way to only display categories cat1 and cat3 when a new ticket is being created manually?for workspace WS1 - is there a way to only display categories cat2 and cat4 when a new ticket is being created manually?

550

9 months ago

alan_13300Contributor

asked in Ticket & Workflow Management

G Suite Orchestrator - get user's manager

I am trying to use the G Suite Orchestrator to retrieve a user’s manager information.I have my projection set to ‘full’I have my viewType set to ‘admin_view’When I do the same “user get” API call via the Google Admin API page (https://developers.google.com/admin-sdk/directory/reference/rest/v1/users/get) there is a “relations” key with a list of objects inside it. ```{ "kind": "admin#directory#user", # etc etc "emails": [ { "address": "alan@company.com", "primary": true }, { "address": "al@company.com" } ], "relations": [ { "value": "my_manager@company.com", "type": "manager" } ], "organizations": [ { "title": "IT Manager", "primary": true, "customType": "", "department": "IT" } ],# etc etc```How do I access the value at relations[] where type = manager ?

150

9 months ago

dudeman123Contributor

asked in Ticket & Workflow Management

SPAM issues

Is everybody else also getting bombarded by SPAM through the Portal tickets?This service has really gone downhill.Any recommendations for better options than Freshdesk?

260

9 months ago

kenrisdonTop Contributor

asked in Ticket & Workflow Management

Approval emails

Hi, we’re trying to automate our onboarding process using the Onboarding module. We need to send approval requests to team members other than the Dept Head and Reporting Manager. I’m trying to create a workflow automation that will send out the approval emails but have run into this problemHas anyone found a work around to this problem? I’ve tried creating custom objects and reading them in the workflow automation but I’m not able to get the objects into the “To” field when setting up the approval email. Any guidance is greatly appreciated.

97512

9 months ago

todd5903Skilled Expert

asked in Ticket & Workflow Management

Freshservice Change Module workflow question

In the change module we have set up our change form to include a Canceled status. We’ve noticed that if a change is canceled after approvals have already been sent out, any approval waiting for a response continues to send the daily email reminder. We have been going into the Change form and manually cancelling any approvals still waiting on a response to fix this but I am looking for an automated way to cancel any open approvals if the Change request is set to canceled. Any ideas out there. I am not seeing a way but hope someone may know of a way.

4546

9 months ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

Disable closing of tickets

is there any way to prevent certain agents from setting a ticket status to “closed”? We want them to only set tickets to Resolved. I recognize it’s a training issue, but was wondering if anyone else came across this?Thanks!

115310

9 months ago

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