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Workflows to auto resolve parent ticket once child ticket is resolved

Hi, I am struggling to create a workflow that automatically resolves a parent ticket once the child ticket has been resolved

For context. We have Equipment Request forms and a child ticket for delivery of the equipment

We want to reduce having to manually check as the delivery is the end point of the process

I can only find ways to auto resolve the child ticket once the parent is resolved but we need the opposite

Any help would be appreciated please 😭. im pretty new to workflows so unsure of APIs etc 

 

3 replies

Daniel Söderlund
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Hello, 

Read up on the web request node and the Parser node. 
To use the API you need a API key, they are found on the agent profile on the right side.

API endpoints you need is 
https://api.freshservice.com/v2/#view_a_ticket (Note is that you need to add ?include=related_tickets and the placeholder {{ticket.id_numeric}} )

When you do a test in the web request node you copy the reply you get back and paste it into the parser node. 

From the parser node you will get a new placeholder with the ID of the parent ticket. 

Then you need another web request node where you update the parent using the PUT end point 
https://api.freshservice.com/v2/#update_ticket_priority

The payload could look something like this { “status” : 4 } 

 

Find info on the status code here https://api.freshservice.com/v2/#create_ticket 
 

Solution consultant @ synerity.eu, A new error is always a sign of progress!
jav.hussain2001
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I will give it a try thank you so much !

Daniel Söderlund
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Userlevel 7
Badge +13

 Like this one. It would have you later when it comes out. 

Solution consultant @ synerity.eu, A new error is always a sign of progress!

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