This is an interesting scenario. You can create an automation in IT workspace where the event node is “ticket is created”, condition node is “source is portal”, then in the action node, you can choose “send email to” and select FROM address as your IT workspace email and TO address to be hrdepartment@company.com. This would create a ticket in HR workspace once a ticket is raised via portal in IT workspace. For subject and body, you can add the respective placeholders {{ticket.subject}} for the subject of the email and {{ticket.description}} for the body of the email, this will ensure that the ticket is created with the same subject and body. Let me know if this helps!

Hi, thanks for the response. Unfortunately, that automation would make every ticket created in the portal create a duplicate ticket in the HR workspace, rather than only doing so when someone chose the CC address, like when they need permission from HR.

EDIT: Although, thinking about it further, I could add a further conditional that CC = hrdepartment@company.com. However, once the HR email is turned off, that won’t work anymore. Still, might work for now. FS makes it fairly difficult to create tickets in other workspaces, like with the offboarding module, although we got it working recently.

You are right about that! Adding a condition where CC email is hrdepartment@company.com will create tickets only when the required is met. I suppose for post HR email being turned off, you can add a custom dropdown field in the portal with options like “IT ticket” or “HR ticket” or “create ticket in both IT and HR”, based on which tickets can be created. Just brainstorming here.

Appreciate it. Interestingly, while I can get that automation to fire off, because hrdepartment@company.com “is out my domain,” which completely isn’t true, just the workspace, even though the automation claims it emailed, it didn’t, and it didn’t create a ticket. It’s funny.

Yeah, not sure why it didn’t create a ticket. I guess there is a limiter which doesn't allow one workspace to create a ticket in another, perhaps some email settings and mailbox restriction? Glad that you tested it, I was able to learn something new.

There are all sorts of issues with FS creating tickets in other workspaces. For example, with the offboarding module, if you try to create a child ticket for the laptop return, in a different workspace, even if you set it like that, it won’t work. It won’t work because the asset has to be in the same workspace, which it wouldn’t be. 

Got it! So, every aspect of the ticket and its associated items are isolated to one workspace only. Hope FS takes this as a feature request and allows flow between workspaces.

Just a suggestion Gerald, what if you create a webhook automation in IT workspace to run the POST API call in order to create a ticket in HR workspace and add all the required information as placeholders in the same? Since ticket creation via email isn't supported across workspaces, I guess an API call might do the job.