Ticket & Workflow Management

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?

1981

1 year 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

1635

1 year 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”?

171

1 year 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

982

1 year ago

elishafxxSkilled Expert

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

9363

1 year 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

1412

1 year 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

1842

1 year 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

820

1 year 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

443

1 year 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?

931

1 year 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

2853

1 year 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 ?

200

1 year 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?

430

1 year 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.

112812

1 year 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.

5716

1 year 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!

141210

1 year ago

Patrick GSkilled Expert

asked in Ticket & Workflow Management

Freshservice workflow - MS teams orch - send to channel URL

Hi all, I’m trying to setup a flow that would send a webhook to Ms Teams channel url, built with a custom object. Note that it works just fine when I test the flow and enter the URL in the test field, but somehow, it doesn’t seem to be able to read it from my custom object. Any clue?

1071

1 year ago

shannon.mejiaSkilled Expert

asked in Ticket & Workflow Management

Open child ticket when Parent Ticket Approval is completed

I need to open a child ticket once the parent ticket is approved. Or maybe just change the status of the child ticket to open (from awaiting approval) once the parent is approved. Scenario: we have some equipment in stock always and we pull from inventory and then order backfill. So for those items, I need a child ticket to open to order the backfill. I have the workflow to open the child ticket, but if the parent is in awaiting approval, i don’t want the backfill ordered in case the parent ticket is not approved. Make sense? Any ideas?

53515

1 year ago

GS_AscentApprentice

posted in Ticket & Workflow Management

Freshservice to Freshservice

We use Freshservice in Managed Service account mode.We provide support for business to business customers and our helpdesk have been using Freshservice for many years now. One of our customers has recently purchased Freshservice to handle tickets from their own customer base, and they want to escalate these to us when the time is right.However, as we probably all know by now, there is an awful email looping created when two Freshservice systems talk to each other, between new ticket acknowledgements, and closure surveys. And I gather from support there is still nothing in the road map to cater for this at Freshservice.Has anyone else in the community encountered and worked around this issue?We still want to send closure emails to our other customers, and in fact this customer still needs to know when we have resolved/closed a ticket.I would welcome any suggestions!

250

1 year ago

jlambertContributor

asked in Ticket & Workflow Management

Prevent "none" owning group

Is there a way to not allow an agent to select “none” as the owning group? We have rules in place and requirements that an owning group must be set when saving or closing a ticket. However, in the ticket list view, agents are still able to select only an agent (with an owning group of none). We need to prevent this.

280

1 year ago

Daniel SöderlundSkilled Expert

asked in Ticket & Workflow Management

Pre-populated ticket fields

Hello, I’m looking for a way to populate fields/drop down/check boxes using a URL So I can have card on the end user portal with like this url myitsm.freshservice.com/support/home?category=HR?employeetype=Consulting?active=True“employeetyp” is a drop down field “active” is a checkbox Has anyone manage to get something to work ? TIADaniel

19977

1 year ago

MattSchuApprentice

posted in Ticket & Workflow Management

College Student Interns

We have a student work student pool of 15 students that log no more than 3-5 hours a week during semester. I would like to have a generic student ticket agent that all 15 can be assigned and work tickets through. is this permissable in the EULA? Adding 15 agent licenses would more than double our expense for the app and all 15 would probably only do the volume of half of one of our regular agents. Curious if anyone else is in a similar situation and what strategies they may have found to stay on the right side of the EULA. I just took over this ticketing package so I did not have the opportunity to ask as part of a sales negotiation discussion.

2940

1 year ago

JTAVOLAROSkilled Expert

asked in Ticket & Workflow Management

workflow that can read an email header

Has anyone tried to write a workflow that will take an email and extract the Sender’s email address into a variable.e.g. when John Smith sends an email into Freshservice, John is made the requester. I want to capture that function as a variable. TIA!

2894

1 year ago

atozweeApprentice

asked in Ticket & Workflow Management

How would I set up a Ticket workflow for when a Task workflow is completed?

Hello!Here’s the scenario - we have a task assigned to a group, and when the task is completed, it’s supposed to go over to a different group. Basically what’s actually happening is that once the task is completed, the workflow stops. Here’s what I need - what is the best workflow to use to assign a ticket to a group once the task has been completed? There’s not a condition for “when task is completed”, so I’ve tried ticket type, status, etc. to no avail. Help, please!

441

1 year ago

dehaegeApprentice

asked in Ticket & Workflow Management

Changing Field Positions in the Properties section on Ticket Details Page

Does anyone know whether it’s possible to change the position of the fields displayed in properties on the ticket details page? Example….we’d like to move the Site(s) field (aka Location) towards the top of the list so at a glance you can see which office is requesting something.

2235

1 year ago

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