I have a requirement to sent multiple emails before and after SLA breach and these emails have different duration for each Priority. This was not possible using the SLA escalation emails as they are common for all priorities. So I went with workflow automator. However I am unable to figured out if a response has been sent for a ticket. Could someone please guide me how can I get this in the condition step of workflow automator
Solved
How to check if the ticket has been responded to in the Freshservice workflow automator
Best answer by Daniel Söderlund
bhota wrote:
Hi
If for example a P1 ticket is raised, I have added a timer step of 15 minutes. After this I need to check if response has been sent in a Condition step. If not sent then I will send an email to agent.
You could use this GET /tickets/{{ticketID_placeholder}}?include=stats,conversations
Expression in a condition: If(‘{{placheholderfor_first_resp_time_in_secs}}’ =! ‘’,true,false)
"stats": {
"ticket_id": 52001092120,
"opened_at": null,
"pending_since": "2022-09-07T11:26:15Z",
"resolved_at": null,
"closed_at": null,
"first_assigned_at": null,
"assigned_at": null,
"first_responded_at": null,
"agent_responded_at": null,
"created_at": "2022-09-07T11:26:14Z",
"updated_at": "2022-09-07T11:27:16Z",
"group_escalated": false,
"inbound_count": 1,
"status_updated_at": "2022-09-07T11:26:15Z",
"outbound_count": 0,
"first_resp_time_in_secs": null,
"resolution_time_in_secs": 1
},
+14Hello, if you check the activity logs in the ticket, can you see if your workflow has run?
Hi
If for example a P1 ticket is raised, I have added a timer step of 15 minutes. After this I need to check if response has been sent in a Condition step. If not sent then I will send an email to agent.
+14bhota wrote:
Hi
If for example a P1 ticket is raised, I have added a timer step of 15 minutes. After this I need to check if response has been sent in a Condition step. If not sent then I will send an email to agent.
You could use this GET /tickets/{{ticketID_placeholder}}?include=stats,conversations
Expression in a condition: If(‘{{placheholderfor_first_resp_time_in_secs}}’ =! ‘’,true,false)
"stats": {
"ticket_id": 52001092120,
"opened_at": null,
"pending_since": "2022-09-07T11:26:15Z",
"resolved_at": null,
"closed_at": null,
"first_assigned_at": null,
"assigned_at": null,
"first_responded_at": null,
"agent_responded_at": null,
"created_at": "2022-09-07T11:26:14Z",
"updated_at": "2022-09-07T11:27:16Z",
"group_escalated": false,
"inbound_count": 1,
"status_updated_at": "2022-09-07T11:26:15Z",
"outbound_count": 0,
"first_resp_time_in_secs": null,
"resolution_time_in_secs": 1
},
Solution consultant @ synerity.eu, A new error is always a sign of progress!
+16Hello
Then you could use WFA to see if the box has been checked within your time frames for each priority. May not be the most elegant solution but could also help with reporting later on down the road.
Just a thought :)
- Zach / ITOps Supervisor - ITSM
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