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Hi

 

I have a Service Request Item in the Service Catalog.

I have a ticket automator workflow to add a set of tasks

The automator uses the condition Ticket Fields.Subject = xxxxxxx

 

This works, but is unsatisfying.

If someone on the IT team changes the subject, it will no longer trigger the workflow.

I would prefer the condition to reference the immutable, unique reference of the service request item.

Is there a way to do that?

Thanks

It would probably be better to use Ticket Fields.Requested Items in the Condition instead!

Hi

 

That would be brilliant!  However, I don’t have Requested items in the drop down for selection.

Any idea why?

Thanks

If you’re using Workspaces, and the Workflow has been created in the Global Workspace, then you won’t have the option to trigger based on a Requested Item. You’ll need to create the workflow in the specific workspace that the tasks/ticket is applicable to.

Thanks.  That makes sense, and it works!

Is there any way to move a workflow from Global to a Workspace without having to make it again?

Is there any way to move a workflow from Global to a Workspace without having to make it again?

Unfortunately not 😞 You can clone workflows, but not across workspaces.

Hi ​@brendonh , You can try using API for Global workflows, it’s a bit complicated, but easy to customize and maintain. I’ll share the steps here, let me know if it works!

 

  1. Event node:
    1. Add a web request node and use the GET command. Make sure the endpoint URL is of this format  (https://domain.freshervice.com/api/v2/tickets//ticket_id]/requested_items) and enter the API key
    2. Add a JSON parser node, copy and paste the response body from the web request node, then click on the “Generate output” button as shown below:

      (make sure to name the labels of the nodes)

    3. Add a “expression node”, change output to “Boolean” as shown below:

      1. Click on the highlighted button to insert placeholders:
      2. Under placeholders > click on the “parser fields” (1) option as shown below and expand the “root” (2):
      3. Scroll down and click on the “service item ID” highlighted below :
      4. In the body of the expression use this formula : equals('{{P1.root.requested_items.requested_items_object.service_item_id}}','{replace with the service item ID found under service catalog}')
      5. If the IDs match it will give TRUE as shown below (on the right side) :
      6. Add a condition node as shown below and select the highlighted option:
      7. Select “result”: 
      8. Then configure as shown below:
      9. It’ll look like this: 
      10. You can then add the action node and configure it as per your requirement. Hope this helps!

Thanks!

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