Ticket & Workflow Management | Freshworks Community

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data-preact="shared/modules/Layout/Devtool/index" class="" data-props="{}"><undefined></undefined></div> <link href="https://dowpznhhyvkm4.cloudfront.net/2024-11-22-07-13-21-fd8fbf89bb/dist/css/forum.css" id='main-css' rel="stylesheet" type="text/css" /> <script nonce="">if (!(window.CSS && CSS.supports('color', 'var(--fake-var)'))) { document.head.removeChild(document.getElementById('main-css')) document.write('<link href="/destination.css" rel="stylesheet" type="text/css"><\x2flink>'); }</script> <style> /* Note: We recommend inviting a professional web developer to work with Custom Css. 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The configurations I made were:<\/p><p>\u00a0<\/p><ul><li>Create Business hours for the Agent Group (8a - 8p EST)<\/li>\t<li>Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P)<\/li>\t<li>Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.<\/li>\t<li>Created Work Schedules for each shift with their business hours set to their appropriate business hours.<\/li>\t<li>Added the appropriate agents to each Work Schedule.<\/li><\/ul><p>\u00a0<\/p><p>The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.<\/p><p>\u00a0<\/p><p>Did I miss something in the configuration?<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99839#post99839","creationDate":"2024-11-20T13:34:48+0000","relativeCreationDate":"3 days ago"},"isTopicUnread":true,"privateId":10749,"id":40708,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708","title":"Does the Freshservice Work Schedule impact the auto assignment in Agent groups","lastPost":{"id":99988,"author":{"id":59370,"url":"\/members\/wesleyferrio-59370","name":"WesleyFerrio","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<content-quote data-username=\"bzentner\"><div class=\"content-quote-content\">\t<p>After setting up Work Schedules for my users, I expected ticket auto assignment to <strong>only<\/strong> assign tickets of <a href=\"https:\/\/thespotifypremiumapk.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">sports<\/a> to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were:<\/p>\t<p>\u00a0<\/p>\t<ul><li>Create Business hours for the Agent Group (8a - 8p EST)<\/li>\t\t<li>Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P)<\/li>\t\t<li>Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.<\/li>\t\t<li>Created Work Schedules for each shift with their business hours set to their appropriate business hours.<\/li>\t\t<li>Added the appropriate agents to each Work Schedule.<\/li>\t<\/ul><p>\u00a0<\/p>\t<p>The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.<\/p>\t<p>\u00a0<\/p>\t<p>Did I miss something in the configuration?<\/p>\t<p>\u00a0<\/p>\t<\/div><\/content-quote><p>Yes, the Freshservice Work Schedule can impact auto-assignment in agent groups. If an agent is outside their scheduled working hours, they may not be considered for auto-assignment until they are available.<\/p>","url":"\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99988#post99988","creationDate":"2024-11-22T20:11:57+0000","relativeCreationDate":"1 day ago"},"lastReply":{"id":99988,"author":{"id":59370,"url":"\/members\/wesleyferrio-59370","name":"WesleyFerrio","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<content-quote data-username=\"bzentner\"><div class=\"content-quote-content\">\t<p>After setting up Work Schedules for my users, I expected ticket auto assignment to <strong>only<\/strong> assign tickets of <a href=\"https:\/\/thespotifypremiumapk.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">sports<\/a> to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were:<\/p>\t<p>\u00a0<\/p>\t<ul><li>Create Business hours for the Agent Group (8a - 8p EST)<\/li>\t\t<li>Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P)<\/li>\t\t<li>Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.<\/li>\t\t<li>Created Work Schedules for each shift with their business hours set to their appropriate business hours.<\/li>\t\t<li>Added the appropriate agents to each Work Schedule.<\/li>\t<\/ul><p>\u00a0<\/p>\t<p>The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.<\/p>\t<p>\u00a0<\/p>\t<p>Did I miss something in the configuration?<\/p>\t<p>\u00a0<\/p>\t<\/div><\/content-quote><p>Yes, the Freshservice Work Schedule can impact auto-assignment in agent groups. If an agent is outside their scheduled working hours, they may not be considered for auto-assignment until they are available.<\/p>","url":"\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99988#post99988","creationDate":"2024-11-22T20:11:57+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":1,"relevantPost":{"id":99839,"author":{"id":49811,"url":"\/members\/bzentner-49811","name":"bzentner","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"}],"isBanned":false},"content":"<p>After setting up Work Schedules for my users, I expected ticket auto assignment to <strong>only<\/strong> assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were:<\/p><p>\u00a0<\/p><ul><li>Create Business hours for the Agent Group (8a - 8p EST)<\/li>\t<li>Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P)<\/li>\t<li>Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users.<\/li>\t<li>Created Work Schedules for each shift with their business hours set to their appropriate business hours.<\/li>\t<li>Added the appropriate agents to each Work Schedule.<\/li><\/ul><p>\u00a0<\/p><p>The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to.<\/p><p>\u00a0<\/p><p>Did I miss something in the configuration?<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99839#post99839","creationDate":"2024-11-20T13:34:48+0000","relativeCreationDate":"3 days ago"},"numberOfViews":36,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99988"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40708 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Does the Freshservice Work Schedule impact the auto assignment in Agent groups" href="/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bzentner-49811" rel="noreferrer"><div class="default-avatar avatar-variant-1">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/bzentner-49811">bzentner</a></span><span class="user-title text--meta">Contributor</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Does the Freshservice Work Schedule impact the auto assignment in Agent groups</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708">After setting up Work Schedules for my users, I expected ticket auto assignment to only assign tickets to agents based on their availability in their work schedule but it does not seem to be working. The configurations I made were: Create Business hours for the Agent Group (8a - 8p EST) Create Business hours for each shift (Early Shift 8a - 5p EST &amp; Late Shift 11a - 8P) Created Agent Group with business hours set to the Agent Group hours, turned on Auto-assignment and added users. Created Work Schedules for each shift with their business hours set to their appropriate business hours. Added the appropriate agents to each Work Schedule. The result is that all agents in the Agent Group still get assigned all the time regardless of the Work Schedule they are associated to. Did I miss something in the configuration? </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 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href="/ticket-workflow-management-11379/does-the-freshservice-work-schedule-impact-the-auto-assignment-in-agent-groups-40708?postid=99988#post99988"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":62917,"author":{"id":36160,"url":"\/members\/itservicedesk-36160","name":"ITservicedesk","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit.<\/p><p>\u00a0<\/p><p>The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process.<\/p><p>\u00a0<\/p><p>I\u2019m trying to determine how this can be setup in workflow, or is there an option I\u2019m overlooking in the onboarding setup.<\/p>","url":"\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=62917#post62917","creationDate":"2022-05-18T14:08:55+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":2543,"id":24292,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292","title":"Employee Onboarding - Assign Reporting Manager as the requester for Service Request","lastPost":{"id":99951,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>When submitting requests via the API on behalf of the hiring\u00a0manager we grab their Requester\/Agent ID via an API call first...<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5c17a5e2-9d55-4969-a09c-571bca0791bd.png\" \/><\/figure><p>...parse the ID from the response\u2026<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/65e26343-34df-4e90-a34f-be6a6c6acd76.png\" \/><\/figure><p>...and then log the request on their behalf via the \u2018initiator_id\u2019 parameter:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/8c115761-2594-4016-bd31-5f90471614e2.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=99951#post99951","creationDate":"2024-11-22T11:20:37+0000","relativeCreationDate":"1 day ago"},"lastReply":{"id":99951,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>When submitting requests via the API on behalf of the hiring\u00a0manager we grab their Requester\/Agent ID via an API call first...<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5c17a5e2-9d55-4969-a09c-571bca0791bd.png\" \/><\/figure><p>...parse the ID from the response\u2026<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/65e26343-34df-4e90-a34f-be6a6c6acd76.png\" \/><\/figure><p>...and then log the request on their behalf via the \u2018initiator_id\u2019 parameter:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/8c115761-2594-4016-bd31-5f90471614e2.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=99951#post99951","creationDate":"2024-11-22T11:20:37+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":6,"relevantPost":{"id":62917,"author":{"id":36160,"url":"\/members\/itservicedesk-36160","name":"ITservicedesk","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit.<\/p><p>\u00a0<\/p><p>The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process.<\/p><p>\u00a0<\/p><p>I\u2019m trying to determine how this can be setup in workflow, or is there an option I\u2019m overlooking in the onboarding setup.<\/p>","url":"\/ticket-workflow-management-11379\/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=62917#post62917","creationDate":"2022-05-18T14:08:55+0000","relativeCreationDate":"2 years ago"},"numberOfViews":899,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99951"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-24292 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Employee Onboarding - Assign Reporting Manager as the requester for Service Request" href="/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/itservicedesk-36160" rel="noreferrer"><div class="default-avatar avatar-variant-0">I</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/itservicedesk-36160">ITservicedesk</a></span><span class="user-title text--meta">Top Contributor</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Employee Onboarding - Assign Reporting Manager as the requester for Service Request</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292">We are starting to work with the employee onboarding process, in which our Human Resources department initiates the process, then the reporting manager is providing additional information and selecting the service request items from the built kit. The issue we are experiencing is we would like the service request items to reference the reporting manager as the requester, as opposed the HR member whom initiated the process. I’m trying to determine how this can be setup in workflow, or is there an option I’m overlooking in the onboarding setup.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">6</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">899</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=99951#post99951"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">5</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mdavies-55106" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/employee-onboarding-assign-reporting-manager-as-the-requester-for-service-request-24292?postid=99951#post99951"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":99903,"author":{"id":54989,"url":"\/members\/kevin-s-54989","name":"Kevin_S","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><p>Hi,<\/p><p>so i created a new Status for Tasks, \u201cNot Required\u201d but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status \u201cNot Required\u201d is set. Only if the Task Status is \u201cclosed\u201d. I tried it with workflows, but there is no option to Automatically close the Task based on Status.<\/p><p>\u00a0<\/p><p>Kind regards,<\/p><p>Kevin<\/p><\/div><\/div><\/div><\/div><\/div><\/div>","url":"\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727?postid=99903#post99903","creationDate":"2024-11-21T12:35:28+0000","relativeCreationDate":"2 days ago"},"isTopicUnread":true,"privateId":10768,"id":40727,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727","title":"Complete Task with diffrent Status","lastPost":{"id":99949,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We certainly had this issue with Ticket Tasks when we were building out our environment and so decided early on to just not use Ticket Tasks until they were more developed, instead working with Child Tickets.<\/p><p>You can work around this by adding a Custom Dropdown Field that acts as the sort of \u2018Official\u2019 Task\u2019s Status and tell the Workflow Automator to always set a Task to \u2018Completed\u2019 Status regardless:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f7ef1cfa-50c8-4759-8288-5729c053de57.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/23ef6bb8-991c-4e28-ac50-9955005edd18.png\" \/><\/figure><p>\u00a0<\/p><p>Sadly there\u2019s no Business Rules available for Tasks either so you might want to add another Custom Paragraph Field to Ticket Tasks whereby a Closure Note is to be added to ensure Agents add details of what issues they encountered when completing the Task<\/p>","url":"\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727?postid=99949#post99949","creationDate":"2024-11-22T10:08:36+0000","relativeCreationDate":"1 day ago"},"lastReply":{"id":99949,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We certainly had this issue with Ticket Tasks when we were building out our environment and so decided early on to just not use Ticket Tasks until they were more developed, instead working with Child Tickets.<\/p><p>You can work around this by adding a Custom Dropdown Field that acts as the sort of \u2018Official\u2019 Task\u2019s Status and tell the Workflow Automator to always set a Task to \u2018Completed\u2019 Status regardless:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f7ef1cfa-50c8-4759-8288-5729c053de57.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/23ef6bb8-991c-4e28-ac50-9955005edd18.png\" \/><\/figure><p>\u00a0<\/p><p>Sadly there\u2019s no Business Rules available for Tasks either so you might want to add another Custom Paragraph Field to Ticket Tasks whereby a Closure Note is to be added to ensure Agents add details of what issues they encountered when completing the Task<\/p>","url":"\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727?postid=99949#post99949","creationDate":"2024-11-22T10:08:36+0000","relativeCreationDate":"1 day ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":99903,"author":{"id":54989,"url":"\/members\/kevin-s-54989","name":"Kevin_S","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><div><div class=\"topic-view-content-wrapper\"><div class=\"post__content qa-topic-post-content post__content--new-editor post__content post__content--new-editor\"><p>Hi,<\/p><p>so i created a new Status for Tasks, \u201cNot Required\u201d but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status \u201cNot Required\u201d is set. Only if the Task Status is \u201cclosed\u201d. I tried it with workflows, but there is no option to Automatically close the Task based on Status.<\/p><p>\u00a0<\/p><p>Kind regards,<\/p><p>Kevin<\/p><\/div><\/div><\/div><\/div><\/div><\/div>","url":"\/ticket-workflow-management-11379\/complete-task-with-diffrent-status-40727?postid=99903#post99903","creationDate":"2024-11-21T12:35:28+0000","relativeCreationDate":"2 days ago"},"numberOfViews":13,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99949"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40727 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Complete Task with diffrent Status" href="/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/kevin-s-54989" rel="noreferrer"><div class="default-avatar avatar-variant-9">K</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/kevin-s-54989">Kevin_S</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Complete Task with diffrent Status</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727">Hi,so i created a new Status for Tasks, “Not Required” but i can't change the Closure Rule so that the Ticket can also be Resolved when the Status “Not Required” is set. Only if the Task Status is “closed”. I tried it with workflows, but there is no option to Automatically close the Task based on Status. Kind regards,Kevin</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">13</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727?postid=99949#post99949"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mdavies-55106" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/complete-task-with-diffrent-status-40727?postid=99949#post99949"><span class="thread-meta-item__text">1 day ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":91690,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello,<\/p><p>There is a similar topic posted by\u00a0jhanna a year ago.<\/p><p>Unfortunately the answer that was given doesn\u2019t solve my issues.<\/p><p>Let me explain my situation...<\/p><p>I\u2019ve created a service request with custom fields.<\/p><p>I\u2019d like to validate those fields before the service request is being sent and validated within the Workflow Automator.<\/p><p>I\u2019ve tried using the Business Rules functionality, but it doesn\u2019t offer what I\u2019m searching for.<\/p><p>I\u2019d like to check the entered string with such logic:<\/p><ol><li>LENGTH(string) &gt; 3 and\u00a0LENGTH(string) &lt; 9<\/li>\t<li>string may contain 0-9 and some special characters such as minus or underscore<\/li><\/ol><p>Is there a way to accomplish that in FreshService?<\/p><p>Maybe by runing the Workflow Autmator before rising a ticket..?<\/p><p>Thank you in advance<\/p><p>Kind regards<\/p><p>Peter<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-for-tickets-and-or-service-requests-36819?postid=91690#post91690","creationDate":"2024-05-24T07:25:15+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":8867,"id":36819,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/custom-field-validation-for-tickets-and-or-service-requests-36819","title":"Custom Field validation for tickets and\/or service requests","lastPost":{"id":99902,"author":{"id":54609,"url":"\/members\/jason-evans2-54609","name":"Jason.Evans2","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>I tried this before, could not find anything as all business rules only has the basic<br \/><br \/>is, is not, contains, does not contain, starts with, ends with, is empty, is not empty<br \/><br \/>You can complete this check in a later workflow, by adding a condition after the ticket has been raised, then set the expression to check for the set form. and then boolean value condition, and then use actions on the Yes, No outputs to for example reject the call or ask the user to provide the correct information for the agent. You could even add a condition to listen for the customer to reply and update the form accordingly<br \/><br \/>I know this is not the answer your looking for, but maybe it will help you.\u00a0<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e55cdd9f-933f-4535-8112-b63e52dcf3b7.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/19554e6f-6835-4a72-be2c-656fff9574ce.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/84814aca-6b73-40fb-a4ef-da71c8e925a0.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-for-tickets-and-or-service-requests-36819?postid=99902#post99902","creationDate":"2024-11-21T12:20:08+0000","relativeCreationDate":"2 days ago"},"lastReply":{"id":99902,"author":{"id":54609,"url":"\/members\/jason-evans2-54609","name":"Jason.Evans2","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>I tried this before, could not find anything as all business rules only has the basic<br \/><br \/>is, is not, contains, does not contain, starts with, ends with, is empty, is not empty<br \/><br \/>You can complete this check in a later workflow, by adding a condition after the ticket has been raised, then set the expression to check for the set form. and then boolean value condition, and then use actions on the Yes, No outputs to for example reject the call or ask the user to provide the correct information for the agent. You could even add a condition to listen for the customer to reply and update the form accordingly<br \/><br \/>I know this is not the answer your looking for, but maybe it will help you.\u00a0<br \/><br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e55cdd9f-933f-4535-8112-b63e52dcf3b7.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/19554e6f-6835-4a72-be2c-656fff9574ce.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/84814aca-6b73-40fb-a4ef-da71c8e925a0.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-for-tickets-and-or-service-requests-36819?postid=99902#post99902","creationDate":"2024-11-21T12:20:08+0000","relativeCreationDate":"2 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":1,"relevantPost":{"id":91690,"author":{"id":41340,"url":"\/members\/laganis-41340","name":"laganis","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hello,<\/p><p>There is a similar topic posted by\u00a0jhanna a year ago.<\/p><p>Unfortunately the answer that was given doesn\u2019t solve my issues.<\/p><p>Let me explain my situation...<\/p><p>I\u2019ve created a service request with custom fields.<\/p><p>I\u2019d like to validate those fields before the service request is being sent and validated within the Workflow Automator.<\/p><p>I\u2019ve tried using the Business Rules functionality, but it doesn\u2019t offer what I\u2019m searching for.<\/p><p>I\u2019d like to check the entered string with such logic:<\/p><ol><li>LENGTH(string) &gt; 3 and\u00a0LENGTH(string) &lt; 9<\/li>\t<li>string may contain 0-9 and some special characters such as minus or underscore<\/li><\/ol><p>Is there a way to accomplish that in FreshService?<\/p><p>Maybe by runing the Workflow Autmator before rising a ticket..?<\/p><p>Thank you in advance<\/p><p>Kind regards<\/p><p>Peter<\/p>","url":"\/ticket-workflow-management-11379\/custom-field-validation-for-tickets-and-or-service-requests-36819?postid=91690#post91690","creationDate":"2024-05-24T07:25:15+0000","relativeCreationDate":"5 months ago"},"numberOfViews":104,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99902"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-36819 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Custom Field validation for tickets and/or service requests" href="/ticket-workflow-management-11379/custom-field-validation-for-tickets-and-or-service-requests-36819"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/laganis-41340" rel="noreferrer"><div class="default-avatar avatar-variant-0">L</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/laganis-41340">laganis</a></span><span class="user-title text--meta">Contributor</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/custom-field-validation-for-tickets-and-or-service-requests-36819" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Custom Field validation for tickets and/or service requests</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/custom-field-validation-for-tickets-and-or-service-requests-36819">Hello,There is a similar topic posted by jhanna a year ago.Unfortunately the answer that was given doesn’t solve my issues.Let me explain my situation...I’ve created a service request with custom fields.I’d like to validate those fields before the service request is being sent and validated within the Workflow Automator.I’ve tried using the Business Rules functionality, but it doesn’t offer what I’m searching for.I’d like to check the entered string with such logic:LENGTH(string) &gt; 3 and LENGTH(string) &lt; 9 string may contain 0-9 and some special characters such as minus or underscoreIs there a way to accomplish that in FreshService?Maybe by runing the Workflow Autmator before rising a ticket..?Thank you in advanceKind regardsPeter</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width 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thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jason-evans2-54609" rel="noreferrer"><div class="default-avatar avatar-variant-9">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/custom-field-validation-for-tickets-and-or-service-requests-36819?postid=99902#post99902"><span class="thread-meta-item__text">2 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":99844,"author":{"id":41384,"url":"\/members\/macmurdo-41384","name":"MacMurdo","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>Hi All<\/p><p>Is there a way of creating continuous reminders in\u00a0tasks to the assignee until the task status is changed to complete, after the Due Date?<\/p><p>Thanks<\/p>","url":"\/ticket-workflow-management-11379\/tasks-create-continuous-reminders-40709?postid=99844#post99844","creationDate":"2024-11-20T15:16:23+0000","relativeCreationDate":"3 days ago"},"isTopicUnread":true,"privateId":10750,"id":40709,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/tasks-create-continuous-reminders-40709","title":"Tasks - Create continuous reminders","lastPost":{"id":99851,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<content-quote data-username=\"MacMurdo\"><div class=\"content-quote-content\">\t<p>Thank you.<\/p>\t<p>Or we could user the Planned Start Date as the Due Date?<\/p>\t<\/div><\/content-quote><p>Hi.<\/p><p>As a matter of fact, yes, you could. You would only need to properly maintain the Planned Start Date field (or Planned End Date, whichever you define) with the Due Date value.<\/p><p>\u00a0<\/p><p>Regards,<\/p>","url":"\/ticket-workflow-management-11379\/tasks-create-continuous-reminders-40709?postid=99851#post99851","creationDate":"2024-11-20T15:50:11+0000","relativeCreationDate":"3 days ago"},"lastReply":{"id":99851,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<content-quote data-username=\"MacMurdo\"><div class=\"content-quote-content\">\t<p>Thank you.<\/p>\t<p>Or we could user the Planned Start Date as the Due Date?<\/p>\t<\/div><\/content-quote><p>Hi.<\/p><p>As a matter of fact, yes, you could. You would only need to properly maintain the Planned Start Date field (or Planned End Date, whichever you define) with the Due Date value.<\/p><p>\u00a0<\/p><p>Regards,<\/p>","url":"\/ticket-workflow-management-11379\/tasks-create-continuous-reminders-40709?postid=99851#post99851","creationDate":"2024-11-20T15:50:11+0000","relativeCreationDate":"3 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":99844,"author":{"id":41384,"url":"\/members\/macmurdo-41384","name":"MacMurdo","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>Hi All<\/p><p>Is there a way of creating continuous reminders in\u00a0tasks to the assignee until the task status is changed to complete, after the Due Date?<\/p><p>Thanks<\/p>","url":"\/ticket-workflow-management-11379\/tasks-create-continuous-reminders-40709?postid=99844#post99844","creationDate":"2024-11-20T15:16:23+0000","relativeCreationDate":"3 days ago"},"numberOfViews":15,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99851"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40709 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Tasks - Create continuous reminders" href="/ticket-workflow-management-11379/tasks-create-continuous-reminders-40709"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/macmurdo-41384" rel="noreferrer"><div class="default-avatar avatar-variant-4">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/macmurdo-41384">MacMurdo</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/tasks-create-continuous-reminders-40709" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Tasks - Create continuous reminders</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/tasks-create-continuous-reminders-40709">Hi AllIs there a way of creating continuous reminders in tasks to the assignee until the task status is changed to complete, after the Due Date?Thanks</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/tasks-create-continuous-reminders-40709"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 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icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">3</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/eeha0120-33054" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png" style="width: 100%;" title alt="eeha0120" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/tasks-create-continuous-reminders-40709?postid=99851#post99851"><span class="thread-meta-item__text">3 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":99802,"author":{"id":49676,"url":"\/members\/patrick-g-49676","name":"Patrick G","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>Hi all, anyone to help me figure this out?<\/p><p>Have no issue at all creating tickets this way, but somehow, I\u2019m unable to find what\u2019s not working for a service request.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/dc60e782-94bc-4bb9-9a4b-1e4e2bd37269.png\" \/><\/figure><p>\u00a0<\/p><p>\u00a0<\/p><p>The item 162 is in service catalogue, activate and accessible for all.\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/966feac6-3fd9-4585-8f61-c2fcc9ee4c7d.png\" \/><\/figure><p>\u00a0<\/p><p>Any quick clue would help me a lot!<\/p><p>\u00a0<\/p><p>Thanks in advance! :)<\/p>","url":"\/ticket-workflow-management-11379\/help-with-api-v2-service-catalog-items-display-id-place-request-40692?postid=99802#post99802","creationDate":"2024-11-19T07:33:58+0000","relativeCreationDate":"4 days ago"},"isTopicUnread":true,"privateId":10740,"id":40692,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/help-with-api-v2-service-catalog-items-display-id-place-request-40692","title":"Help with \/api\/v2\/service_catalog\/items\/{display_id}\/place_request","lastPost":{"id":99814,"author":{"id":49676,"url":"\/members\/patrick-g-49676","name":"Patrick G","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>You know, sometimes, you just feel like disappearing\u2026\u00a0go live in the woods \ud83d\ude44<\/p><p>\u00a0<\/p><p>I should probably stop working that late\u00a0\ud83e\udd23<\/p><p>\u00a0<\/p><p>Many thanks!<\/p>","url":"\/ticket-workflow-management-11379\/help-with-api-v2-service-catalog-items-display-id-place-request-40692?postid=99814#post99814","creationDate":"2024-11-19T15:13:29+0000","relativeCreationDate":"4 days ago"},"lastReply":{"id":99814,"author":{"id":49676,"url":"\/members\/patrick-g-49676","name":"Patrick G","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>You know, sometimes, you just feel like disappearing\u2026\u00a0go live in the woods \ud83d\ude44<\/p><p>\u00a0<\/p><p>I should probably stop working that late\u00a0\ud83e\udd23<\/p><p>\u00a0<\/p><p>Many thanks!<\/p>","url":"\/ticket-workflow-management-11379\/help-with-api-v2-service-catalog-items-display-id-place-request-40692?postid=99814#post99814","creationDate":"2024-11-19T15:13:29+0000","relativeCreationDate":"4 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":99802,"author":{"id":49676,"url":"\/members\/patrick-g-49676","name":"Patrick G","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>Hi all, anyone to help me figure this out?<\/p><p>Have no issue at all creating tickets this way, but somehow, I\u2019m unable to find what\u2019s not working for a service request.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/dc60e782-94bc-4bb9-9a4b-1e4e2bd37269.png\" \/><\/figure><p>\u00a0<\/p><p>\u00a0<\/p><p>The item 162 is in service catalogue, activate and accessible for all.\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/966feac6-3fd9-4585-8f61-c2fcc9ee4c7d.png\" \/><\/figure><p>\u00a0<\/p><p>Any quick clue would help me a lot!<\/p><p>\u00a0<\/p><p>Thanks in advance! :)<\/p>","url":"\/ticket-workflow-management-11379\/help-with-api-v2-service-catalog-items-display-id-place-request-40692?postid=99802#post99802","creationDate":"2024-11-19T07:33:58+0000","relativeCreationDate":"4 days ago"},"numberOfViews":18,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99814"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40692 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Help with /api/v2/service_catalog/items/{display_id}/place_request" href="/ticket-workflow-management-11379/help-with-api-v2-service-catalog-items-display-id-place-request-40692"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/patrick-g-49676" rel="noreferrer"><div class="default-avatar avatar-variant-6">P</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/patrick-g-49676">Patrick G</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/help-with-api-v2-service-catalog-items-display-id-place-request-40692" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Help with /api/v2/service_catalog/items/{display_id}/place_request</a><div class="tooltip tooltip--day tooltip--thread-type" title="Solved"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/help-with-api-v2-service-catalog-items-display-id-place-request-40692">Hi all, anyone to help me figure this out?Have no issue at all creating tickets this way, but somehow, I’m unable to find what’s not working for a service request. The item 162 is in service catalogue, activate and accessible for all. Any quick clue would help me a lot! Thanks in advance! :)</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/help-with-api-v2-service-catalog-items-display-id-place-request-40692"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">18</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/help-with-api-v2-service-catalog-items-display-id-place-request-40692?postid=99814#post99814"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/patrick-g-49676" rel="noreferrer"><div class="default-avatar avatar-variant-6">P</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/help-with-api-v2-service-catalog-items-display-id-place-request-40692?postid=99814#post99814"><span class="thread-meta-item__text">4 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":99772,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Team,<\/p><p>\u00a0<\/p><p>I need help in below requirement:<\/p><p>How i can configure the workflow ?<\/p><p>\u00a0<\/p><p>When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content.\u00a0<\/p><p>The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email).<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c58903d8-c16d-4638-88d7-55f05343febe.png\" \/><\/figure><p>In actions there is no direct placeholder for the capture previous content for solution description.<\/p><p>Please help.<\/p><p>\u00a0<\/p><p>Thanks<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/capture-previous-solution-description-40681?postid=99772#post99772","creationDate":"2024-11-18T10:51:22+0000","relativeCreationDate":"5 days ago"},"isTopicUnread":true,"privateId":10738,"id":40681,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/capture-previous-solution-description-40681","title":"Capture Previous Solution Description","lastPost":{"id":99772,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Team,<\/p><p>\u00a0<\/p><p>I need help in below requirement:<\/p><p>How i can configure the workflow ?<\/p><p>\u00a0<\/p><p>When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content.\u00a0<\/p><p>The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email).<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c58903d8-c16d-4638-88d7-55f05343febe.png\" \/><\/figure><p>In actions there is no direct placeholder for the capture previous content for solution description.<\/p><p>Please help.<\/p><p>\u00a0<\/p><p>Thanks<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/capture-previous-solution-description-40681?postid=99772#post99772","creationDate":"2024-11-18T10:51:22+0000","relativeCreationDate":"5 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":99772,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Team,<\/p><p>\u00a0<\/p><p>I need help in below requirement:<\/p><p>How i can configure the workflow ?<\/p><p>\u00a0<\/p><p>When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content.\u00a0<\/p><p>The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email).<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c58903d8-c16d-4638-88d7-55f05343febe.png\" \/><\/figure><p>In actions there is no direct placeholder for the capture previous content for solution description.<\/p><p>Please help.<\/p><p>\u00a0<\/p><p>Thanks<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/capture-previous-solution-description-40681?postid=99772#post99772","creationDate":"2024-11-18T10:51:22+0000","relativeCreationDate":"5 days ago"},"numberOfViews":11,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99772"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40681 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Capture Previous Solution Description" href="/ticket-workflow-management-11379/capture-previous-solution-description-40681"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jmalh-58854" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" style="width: 100%;" title alt="jmalh" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jmalh-58854">jmalh</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/capture-previous-solution-description-40681" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Capture Previous Solution Description</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/capture-previous-solution-description-40681">Hi Team, I need help in below requirement:How i can configure the workflow ? When agent updates the existing content on Solution description field with new content, the previous content is overwritten by the new content. The previous content should be captured in the details part of the ticket for agent reference (Captured as a note for reference and not triggered to RS as an email). In actions there is no direct placeholder for the capture previous content for solution description.Please help. ThanksJM</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/capture-previous-solution-description-40681"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">11</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/capture-previous-solution-description-40681?postid=99772#post99772"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jmalh-58854" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" style="width: 100%;" title alt="jmalh" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/capture-previous-solution-description-40681?postid=99772#post99772"><span class="thread-meta-item__text">5 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":91726,"author":{"id":47233,"url":"\/members\/rods-47233","name":"RodS","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>HI,<\/p><p><br \/>These dates disappeared from my tickets. I can still see these fields in Tasks. Do you still have these fields in your environment?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f70b429e-a38a-4e17-86ac-39e1186c289d.jpg\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c114f455-5c49-4dc2-bfce-92869d50caf3.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/planned-start-end-and-due-date-36832?postid=91726#post91726","creationDate":"2024-05-24T18:55:48+0000","relativeCreationDate":"5 months ago"},"isTopicUnread":true,"privateId":8874,"id":36832,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/planned-start-end-and-due-date-36832","title":"Planned Start, End and Due date","lastPost":{"id":99679,"author":{"id":41384,"url":"\/members\/macmurdo-41384","name":"MacMurdo","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>I have logged a support ticket<\/p><p>Thanks all<\/p>","url":"\/ticket-workflow-management-11379\/planned-start-end-and-due-date-36832?postid=99679#post99679","creationDate":"2024-11-14T19:09:10+0000","relativeCreationDate":"9 days ago"},"lastReply":{"id":99679,"author":{"id":41384,"url":"\/members\/macmurdo-41384","name":"MacMurdo","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>I have logged a support ticket<\/p><p>Thanks all<\/p>","url":"\/ticket-workflow-management-11379\/planned-start-end-and-due-date-36832?postid=99679#post99679","creationDate":"2024-11-14T19:09:10+0000","relativeCreationDate":"9 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":7,"numberOfLikes":0,"relevantPost":{"id":91726,"author":{"id":47233,"url":"\/members\/rods-47233","name":"RodS","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>HI,<\/p><p><br \/>These dates disappeared from my tickets. I can still see these fields in Tasks. Do you still have these fields in your environment?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f70b429e-a38a-4e17-86ac-39e1186c289d.jpg\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c114f455-5c49-4dc2-bfce-92869d50caf3.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/planned-start-end-and-due-date-36832?postid=91726#post91726","creationDate":"2024-05-24T18:55:48+0000","relativeCreationDate":"5 months ago"},"numberOfViews":91,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99679"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-36832 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Planned Start, End and Due date" href="/ticket-workflow-management-11379/planned-start-end-and-due-date-36832"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/rods-47233" rel="noreferrer"><div class="default-avatar avatar-variant-3">R</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/rods-47233">RodS</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/planned-start-end-and-due-date-36832" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Planned Start, End and Due date</a><div class="tooltip tooltip--day tooltip--thread-type" title="Solved"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/planned-start-end-and-due-date-36832">HI,These dates disappeared from my tickets. I can still see these fields in Tasks. Do you still have these fields in your environment? </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/planned-start-end-and-due-date-36832"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">91</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/planned-start-end-and-due-date-36832?postid=99679#post99679"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">7</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/macmurdo-41384" rel="noreferrer"><div class="default-avatar avatar-variant-4">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/planned-start-end-and-due-date-36832?postid=99679#post99679"><span class="thread-meta-item__text">9 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":72250,"author":{"id":41553,"url":"\/members\/kate-eb-41553","name":"Kate EB","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn\u2019t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.<\/p>","url":"\/ticket-workflow-management-11379\/filter-resolved-by-customer-responded-ticket-state-28305?postid=72250#post72250","creationDate":"2023-02-10T13:25:40+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":4382,"id":28305,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/filter-resolved-by-customer-responded-ticket-state-28305","title":"Filter Resolved by Customer Responded Ticket state","lastPost":{"id":99638,"author":{"id":14793,"url":"\/members\/robin-14793-14793","name":"robin_14793","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Looking for the ability to filter tickets by \u201ccustomer responded\u201d which is getting assigned by Freshdesk when a response is sent by the customer in the ticket list view and well as an option under Filters please.<\/p><p>This seems like it should be an easy ask.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/49afbfc6-fd92-4532-838e-97e23439705a.png\" \/><\/figure><p>Customer Support Specialist @ Supplyit<\/p>","url":"\/ticket-workflow-management-11379\/filter-resolved-by-customer-responded-ticket-state-28305?postid=99638#post99638","creationDate":"2024-11-13T19:17:01+0000","relativeCreationDate":"10 days ago"},"lastReply":{"id":99638,"author":{"id":14793,"url":"\/members\/robin-14793-14793","name":"robin_14793","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Looking for the ability to filter tickets by \u201ccustomer responded\u201d which is getting assigned by Freshdesk when a response is sent by the customer in the ticket list view and well as an option under Filters please.<\/p><p>This seems like it should be an easy ask.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/49afbfc6-fd92-4532-838e-97e23439705a.png\" \/><\/figure><p>Customer Support Specialist @ Supplyit<\/p>","url":"\/ticket-workflow-management-11379\/filter-resolved-by-customer-responded-ticket-state-28305?postid=99638#post99638","creationDate":"2024-11-13T19:17:01+0000","relativeCreationDate":"10 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":2,"relevantPost":{"id":72250,"author":{"id":41553,"url":"\/members\/kate-eb-41553","name":"Kate EB","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn\u2019t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.<\/p>","url":"\/ticket-workflow-management-11379\/filter-resolved-by-customer-responded-ticket-state-28305?postid=72250#post72250","creationDate":"2023-02-10T13:25:40+0000","relativeCreationDate":"1 year ago"},"numberOfViews":449,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99638"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-28305 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Filter Resolved by Customer Responded Ticket state" href="/ticket-workflow-management-11379/filter-resolved-by-customer-responded-ticket-state-28305"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/kate-eb-41553" rel="noreferrer"><div class="default-avatar avatar-variant-3">K</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/kate-eb-41553">Kate EB</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/filter-resolved-by-customer-responded-ticket-state-28305" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Filter Resolved by Customer Responded Ticket state</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/filter-resolved-by-customer-responded-ticket-state-28305">I would like to be able to see all tickets in a Resolved status that have Customer Responded in the State. This doesn’t seem to be possible from the existing filters. Ideally I want to see this as a widget on my dashboard rather than all resolved tickets with a customer responded automatically re-opening.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/filter-resolved-by-customer-responded-ticket-state-28305"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">449</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/filter-resolved-by-customer-responded-ticket-state-28305?postid=99638#post99638"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">5</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/robin-14793-14793" rel="noreferrer"><div class="default-avatar avatar-variant-3">R</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/filter-resolved-by-customer-responded-ticket-state-28305?postid=99638#post99638"><span class="thread-meta-item__text">10 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":98915,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>As per the title, I\u2019d like there to be a way to reposition\u00a0the Approve and\u00a0Reject Buttons In Approval Emails<\/p><p>Currently these buttons will be positioned at the base of an Approval email:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/fa43bc16-5603-43f7-baa0-5410a76153ac.png\" \/><\/figure><p>\u00a0<\/p><p>This isn\u2019t so much of the problem if you use the Default templates but these generally lack context, forcing an end user to perform a few clicks to get to the Ticket\/Change.<\/p><p>\u00a0<\/p><p>Has anyone found a way to do this or shall I log an Idea?<\/p>","url":"\/ticket-workflow-management-11379\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410?postid=98915#post98915","creationDate":"2024-10-25T08:17:51+0000","relativeCreationDate":"29 days ago"},"isTopicUnread":true,"privateId":19730,"id":40410,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410","title":"Allow the repositioning of the Approve \/ Reject Buttons In Approval Emails","lastPost":{"id":99546,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>Logged as an Idea:<\/p><p><oembed url=\"https:\/\/community.freshworks.com\/ideas\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40614\"><\/oembed><\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410?postid=99546#post99546","creationDate":"2024-11-12T11:14:12+0000","relativeCreationDate":"11 days ago"},"lastReply":{"id":99546,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>Logged as an Idea:<\/p><p><oembed url=\"https:\/\/community.freshworks.com\/ideas\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40614\"><\/oembed><\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410?postid=99546#post99546","creationDate":"2024-11-12T11:14:12+0000","relativeCreationDate":"11 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":2,"relevantPost":{"id":98915,"author":{"id":55106,"url":"\/members\/mdavies-55106","name":"MDavies","avatar":"","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":3,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>As per the title, I\u2019d like there to be a way to reposition\u00a0the Approve and\u00a0Reject Buttons In Approval Emails<\/p><p>Currently these buttons will be positioned at the base of an Approval email:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/fa43bc16-5603-43f7-baa0-5410a76153ac.png\" \/><\/figure><p>\u00a0<\/p><p>This isn\u2019t so much of the problem if you use the Default templates but these generally lack context, forcing an end user to perform a few clicks to get to the Ticket\/Change.<\/p><p>\u00a0<\/p><p>Has anyone found a way to do this or shall I log an Idea?<\/p>","url":"\/ticket-workflow-management-11379\/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410?postid=98915#post98915","creationDate":"2024-10-25T08:17:51+0000","relativeCreationDate":"29 days ago"},"numberOfViews":25,"contentType":"discussion","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99546"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40410 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Allow the repositioning of the Approve / Reject Buttons In Approval Emails" href="/ticket-workflow-management-11379/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mdavies-55106" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/mdavies-55106">MDavies</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>posted in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Allow the repositioning of the Approve / Reject Buttons In Approval Emails</a></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410">As per the title, I’d like there to be a way to reposition the Approve and Reject Buttons In Approval EmailsCurrently these buttons will be positioned at the base of an Approval email: This isn’t so much of the problem if you use the Default templates but these generally lack context, forcing an end user to perform a few clicks to get to the Ticket/Change. Has anyone found a way to do this or shall I log an Idea?</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">25</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410?postid=99546#post99546"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mdavies-55106" rel="noreferrer"><div class="default-avatar avatar-variant-6">M</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/allow-the-repositioning-of-the-approve-reject-buttons-in-approval-emails-40410?postid=99546#post99546"><span class="thread-meta-item__text">11 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":99164,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=99164#post99164","creationDate":"2024-11-03T12:38:19+0000","relativeCreationDate":"20 days ago"},"isTopicUnread":true,"privateId":10638,"id":40501,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501","title":"Source field showing a a number in emails","lastPost":{"id":99488,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/13604600-27b2-4d34-8e3a-fbd27d431580.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<content-quote data-username=\"shs_tim.hobson\"><div class=\"content-quote-content\">\t<content-quote data-username=\"Roxwell\"><div class=\"content-quote-content\">\t\t<div class=\"content-quote-content\">\t\t<content-quote data-username=\"shs_tim.hobson\"><div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<p>Thanks for the replies but i think i might just take this out of the email to the agents, it seems too complex just for this purpose.<\/p>\t\t\t<p>\u00a0<\/p>\t\t\t<p><user-mention data-id=\"41986\">@Roxwell<\/user-mention>\u00a0you\u2019re right, FreshWorks do really need to make this a lot simpler. I\u2019m starting to pick faults with FreshService now after using for around 3 months.<\/p>\t\t\t<\/div>\t\t\t<\/div>\t\t\t<\/div>\t\t<\/content-quote><p>It\u2019s not perfect, but you can do alot.\u00a0 If you just paste the liquide filter I gave you above in the email template it will work.\u00a0<\/p>\t\t<\/div>\t\t<\/div>\t<\/content-quote><p>I tried this in the body of the email that is sent to the agents:<\/p>\t<p><em>{% case ticket.source %}<\/em><em><em>{% when '1' %}E-Mail<\/em><em><em>{% when '2' %}Portal<\/em><em><em>{% when '3' %}Phone<\/em><em><em>{% when '4' %}Chat<\/em><em><em>{% when '5' %}Feedback Widget<\/em><em><em>{% when '6' %}Outbound Email<\/em><em><em>\u00a0{% else %}Unknown Source<\/em><em><em>{% endcase %}<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\t<p>but it gave a blank email. When I took this out of the email template, the body of the email appeared. Must be doing something wrong somewhere.<\/p>\t<\/div><\/content-quote><p>Strange that I can\u2019t get it work, if you get formatting into the code it could be wrong.\u00a0<\/p><p>I tried this and everything ens up Unknown\/else\u00a0<br \/>The if statement use to work.\u00a0<\/p><p>\u00a0<\/p><pre><code>source {{ticket.source}}<br \/><br \/><br \/><br \/>{% case ticket.source %}<br \/><br \/>{% when '1' %}E-Mail<br \/><br \/>{% when '2' %}Portal<br \/><br \/>{% when '3' %}Phone<br \/><br \/>{% when '4' %}Chat<br \/><br \/>{% when '5' %}Feedback Widget<br \/><br \/>{% when '6' %}Outbound Email<br \/><br \/>{% else %}Unknown Source<br \/><br \/>{% endcase %}<br \/><br \/><br \/><br \/>{% if ticket.source == '3' %} <br \/><br \/>Phone {{ticket.source}} <br \/><br \/>{% else %} <br \/><br \/>Other {{ticket.source}} <br \/><br \/>{% endif %}<br \/><br \/><\/code><\/pre><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=99488#post99488","creationDate":"2024-11-11T08:26:27+0000","relativeCreationDate":"12 days ago"},"lastReply":{"id":99488,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/13604600-27b2-4d34-8e3a-fbd27d431580.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<content-quote data-username=\"shs_tim.hobson\"><div class=\"content-quote-content\">\t<content-quote data-username=\"Roxwell\"><div class=\"content-quote-content\">\t\t<div class=\"content-quote-content\">\t\t<content-quote data-username=\"shs_tim.hobson\"><div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<p>Thanks for the replies but i think i might just take this out of the email to the agents, it seems too complex just for this purpose.<\/p>\t\t\t<p>\u00a0<\/p>\t\t\t<p><user-mention data-id=\"41986\">@Roxwell<\/user-mention>\u00a0you\u2019re right, FreshWorks do really need to make this a lot simpler. I\u2019m starting to pick faults with FreshService now after using for around 3 months.<\/p>\t\t\t<\/div>\t\t\t<\/div>\t\t\t<\/div>\t\t<\/content-quote><p>It\u2019s not perfect, but you can do alot.\u00a0 If you just paste the liquide filter I gave you above in the email template it will work.\u00a0<\/p>\t\t<\/div>\t\t<\/div>\t<\/content-quote><p>I tried this in the body of the email that is sent to the agents:<\/p>\t<p><em>{% case ticket.source %}<\/em><em><em>{% when '1' %}E-Mail<\/em><em><em>{% when '2' %}Portal<\/em><em><em>{% when '3' %}Phone<\/em><em><em>{% when '4' %}Chat<\/em><em><em>{% when '5' %}Feedback Widget<\/em><em><em>{% when '6' %}Outbound Email<\/em><em><em>\u00a0{% else %}Unknown Source<\/em><em><em>{% endcase %}<\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/em><\/p>\t<p>but it gave a blank email. When I took this out of the email template, the body of the email appeared. Must be doing something wrong somewhere.<\/p>\t<\/div><\/content-quote><p>Strange that I can\u2019t get it work, if you get formatting into the code it could be wrong.\u00a0<\/p><p>I tried this and everything ens up Unknown\/else\u00a0<br \/>The if statement use to work.\u00a0<\/p><p>\u00a0<\/p><pre><code>source {{ticket.source}}<br \/><br \/><br \/><br \/>{% case ticket.source %}<br \/><br \/>{% when '1' %}E-Mail<br \/><br \/>{% when '2' %}Portal<br \/><br \/>{% when '3' %}Phone<br \/><br \/>{% when '4' %}Chat<br \/><br \/>{% when '5' %}Feedback Widget<br \/><br \/>{% when '6' %}Outbound Email<br \/><br \/>{% else %}Unknown Source<br \/><br \/>{% endcase %}<br \/><br \/><br \/><br \/>{% if ticket.source == '3' %} <br \/><br \/>Phone {{ticket.source}} <br \/><br \/>{% else %} <br \/><br \/>Other {{ticket.source}} <br \/><br \/>{% endif %}<br \/><br \/><\/code><\/pre><p>\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=99488#post99488","creationDate":"2024-11-11T08:26:27+0000","relativeCreationDate":"12 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":11,"numberOfLikes":0,"relevantPost":{"id":99164,"author":{"id":57873,"url":"\/members\/shs-tim-hobson-57873","name":"shs_tim.hobson","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>We have \u201cSOURCE\u201d shown in our notification\u00a0emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below.<\/p><p>\u00a0<\/p><p>Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL?<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5f399067-2d7e-42be-b4f5-e0c7f5ee22e6.png\" \/><\/figure><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/source-field-showing-a-a-number-in-emails-40501?postid=99164#post99164","creationDate":"2024-11-03T12:38:19+0000","relativeCreationDate":"20 days ago"},"numberOfViews":50,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99488"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40501 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Source field showing a a number in emails" href="/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/shs-tim-hobson-57873" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/dd2c5a26-34ac-412a-aa27-a205d7ad7a5e.png" style="width: 100%;" title alt="shs_tim.hobson" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/shs-tim-hobson-57873">shs_tim.hobson</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Source field showing a a number in emails</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501">We have “SOURCE” shown in our notification emails to agents for FYI purposes but the SOURCE field is showing as a number rather than the text as shown below. Is there a way to get SOURCE to show EMAIL instead of 1 as 1 equals EMAIL? </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">50</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501?postid=99488#post99488"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">11</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/daniel-soederlund-35521" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/13604600-27b2-4d34-8e3a-fbd27d431580.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/13604600-27b2-4d34-8e3a-fbd27d431580.png" style="width: 100%;" title alt="Daniel Söderlund" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/source-field-showing-a-a-number-in-emails-40501?postid=99488#post99488"><span class="thread-meta-item__text">12 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":98848,"author":{"id":51292,"url":"\/members\/andyrussell-51292","name":"AndyRussell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3187df4b-de3d-4396-ae53-572969029189.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>Hi, we\u2019re just starting to try to get automation working within FreshService change management.\u00a0\u00a0<\/p><p>Two queries have emerged so far.\u00a0\u00a0<\/p><ol type=\"1\"><li>For the email notification to CAB members, we want to remove the approve\/reject buttons at the base of the email but still allow email approval by replying with the words approved\/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can\u2019t then reply to approve\/reject.\u00a0 So question is more about whether the underlying code can be customised.\u00a0 Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines.\u00a0<\/li>\t<li>We have an approval workflow set to two CAB members with either able to approve, and this works OK.\u00a0 But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in.\u00a0 If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiting approval. Am I missing something obvious?\u00a0<\/li><\/ol>","url":"\/ticket-workflow-management-11379\/freshservice-change-management-buttons-and-rejections-from-cab-40387?postid=98848#post98848","creationDate":"2024-10-24T10:23:50+0000","relativeCreationDate":"30 days ago"},"isTopicUnread":true,"privateId":10584,"id":40387,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/freshservice-change-management-buttons-and-rejections-from-cab-40387","title":"FreshService change management - buttons and rejections from CAB","lastPost":{"id":99444,"author":{"id":51292,"url":"\/members\/andyrussell-51292","name":"AndyRussell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3187df4b-de3d-4396-ae53-572969029189.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>A different support person at Freshservice found the answer, if you set \u2018first responder\u2019 in the approval email workflow then any one in the CAB who approves sets it to approved but more importantly a single rejection from a CAB member marks it as rejected so the workflow can detect that and move the status to rejected.\u00a0 So that appears to be the answer, how you select who can approve from the CAB.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/freshservice-change-management-buttons-and-rejections-from-cab-40387?postid=99444#post99444","creationDate":"2024-11-08T18:34:10+0000","relativeCreationDate":"15 days ago"},"lastReply":{"id":99444,"author":{"id":51292,"url":"\/members\/andyrussell-51292","name":"AndyRussell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3187df4b-de3d-4396-ae53-572969029189.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>A different support person at Freshservice found the answer, if you set \u2018first responder\u2019 in the approval email workflow then any one in the CAB who approves sets it to approved but more importantly a single rejection from a CAB member marks it as rejected so the workflow can detect that and move the status to rejected.\u00a0 So that appears to be the answer, how you select who can approve from the CAB.\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/freshservice-change-management-buttons-and-rejections-from-cab-40387?postid=99444#post99444","creationDate":"2024-11-08T18:34:10+0000","relativeCreationDate":"15 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":98848,"author":{"id":51292,"url":"\/members\/andyrussell-51292","name":"AndyRussell","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/3187df4b-de3d-4396-ae53-572969029189.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>Hi, we\u2019re just starting to try to get automation working within FreshService change management.\u00a0\u00a0<\/p><p>Two queries have emerged so far.\u00a0\u00a0<\/p><ol type=\"1\"><li>For the email notification to CAB members, we want to remove the approve\/reject buttons at the base of the email but still allow email approval by replying with the words approved\/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can\u2019t then reply to approve\/reject.\u00a0 So question is more about whether the underlying code can be customised.\u00a0 Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines.\u00a0<\/li>\t<li>We have an approval workflow set to two CAB members with either able to approve, and this works OK.\u00a0 But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in.\u00a0 If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiting approval. Am I missing something obvious?\u00a0<\/li><\/ol>","url":"\/ticket-workflow-management-11379\/freshservice-change-management-buttons-and-rejections-from-cab-40387?postid=98848#post98848","creationDate":"2024-10-24T10:23:50+0000","relativeCreationDate":"30 days ago"},"numberOfViews":42,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99444"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40387 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to FreshService change management - buttons and rejections from CAB" href="/ticket-workflow-management-11379/freshservice-change-management-buttons-and-rejections-from-cab-40387"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/andyrussell-51292" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/3187df4b-de3d-4396-ae53-572969029189.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/3187df4b-de3d-4396-ae53-572969029189.png" style="width: 100%;" title alt="AndyRussell" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/andyrussell-51292">AndyRussell</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/freshservice-change-management-buttons-and-rejections-from-cab-40387" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">FreshService change management - buttons and rejections from CAB</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/freshservice-change-management-buttons-and-rejections-from-cab-40387">Hi, we’re just starting to try to get automation working within FreshService change management. Two queries have emerged so far. For the email notification to CAB members, we want to remove the approve/reject buttons at the base of the email but still allow email approval by replying with the words approved/rejected etc. on the first line. If we uncheck the box for email approval on the notification the button disappears but we can’t then reply to approve/reject. So question is more about whether the underlying code can be customised. Reason is the buttons launch wrong mail client sometimes or wrong version of mail client on some machines. We have an approval workflow set to two CAB members with either able to approve, and this works OK. But for the rejection of changes by CAB, BOTH have to reject for the workflow to pick up the change being rejected and the workflow to kick in. If just one rejects, then the rejection gets logged into the change ticket but change stays at awaiti</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/freshservice-change-management-buttons-and-rejections-from-cab-40387"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">42</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/freshservice-change-management-buttons-and-rejections-from-cab-40387?postid=99444#post99444"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">4</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/andyrussell-51292" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/3187df4b-de3d-4396-ae53-572969029189.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/3187df4b-de3d-4396-ae53-572969029189.png" style="width: 100%;" title alt="AndyRussell" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/freshservice-change-management-buttons-and-rejections-from-cab-40387?postid=99444#post99444"><span class="thread-meta-item__text">15 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":68781,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>Does anyone have a way that prevents the ticket screens from automatically scrolling to the latest entry?<\/p><p>As I audit my tickets, I have to keep scrolling up to change tabs or see the original ticket text\u2026\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/auto-scrolling-in-ticket-screens-26685?postid=68781#post68781","creationDate":"2022-11-01T13:30:32+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":3651,"id":26685,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/auto-scrolling-in-ticket-screens-26685","title":"auto scrolling in ticket screens","lastPost":{"id":99420,"author":{"id":56402,"url":"\/members\/lawrence221-56402","name":"Lawrence221","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>You can try a few things to prevent the ticket screens from automatically scrolling to the latest entry:<\/p><ol><li>\t<p><strong>Check Settings<\/strong>: Some platforms or ticketing systems have settings to control auto-scroll behavior. Check the settings or preferences section to see if there's an option to turn off the auto-scroll or adjust how tickets are displayed.<\/p>\t<\/li>\t<li>\t<p><strong>Use Filters or Search<\/strong>: If the system supports it, try applying filters or using the search function to navigate directly to the ticket you're auditing without relying on the automatic scroll. This can help you focus on a specific set of tickets at a time.<\/p>\t<\/li>\t<li>\t<p><strong>Browser Extensions or Scripts<\/strong>: If you're using a browser-based ticketing system, there are browser extensions that can help you control the scrolling behavior, or you can write a simple script (if you're familiar with it) to prevent the page from auto-scrolling.<\/p>\t<\/li>\t<li>\t<p><strong>Workaround with Multiple Tabs<\/strong>: If possible, open the ticket in multiple tabs one for viewing the most recent updates and another for auditing older tickets. This way, you don't lose your place when switching between tabs.<\/p>\t<\/li><\/ol><p>As a traveler, I\u2019ve faced similar challenges, especially when I was working on my laptop during my trip to Kauai, Hawaii. I made sure to use my charger carefully while exploring the beauty of Kauai, which was truly mesmerizing. The island is home to stunning landscapes, lush gardens, and a rich diversity of beautiful birds, including some rare species (<a href=\"https:\/\/hawaiiislandkauai.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">https:\/\/hawaiiislandkauai.com\/<\/a>). The peaceful environment made it easier for me to focus on my work while enjoying nature. I hope you find a solution that works for you as well!<\/p>","url":"\/ticket-workflow-management-11379\/auto-scrolling-in-ticket-screens-26685?postid=99420#post99420","creationDate":"2024-11-08T12:23:43+0000","relativeCreationDate":"15 days ago"},"lastReply":{"id":99420,"author":{"id":56402,"url":"\/members\/lawrence221-56402","name":"Lawrence221","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>You can try a few things to prevent the ticket screens from automatically scrolling to the latest entry:<\/p><ol><li>\t<p><strong>Check Settings<\/strong>: Some platforms or ticketing systems have settings to control auto-scroll behavior. Check the settings or preferences section to see if there's an option to turn off the auto-scroll or adjust how tickets are displayed.<\/p>\t<\/li>\t<li>\t<p><strong>Use Filters or Search<\/strong>: If the system supports it, try applying filters or using the search function to navigate directly to the ticket you're auditing without relying on the automatic scroll. This can help you focus on a specific set of tickets at a time.<\/p>\t<\/li>\t<li>\t<p><strong>Browser Extensions or Scripts<\/strong>: If you're using a browser-based ticketing system, there are browser extensions that can help you control the scrolling behavior, or you can write a simple script (if you're familiar with it) to prevent the page from auto-scrolling.<\/p>\t<\/li>\t<li>\t<p><strong>Workaround with Multiple Tabs<\/strong>: If possible, open the ticket in multiple tabs one for viewing the most recent updates and another for auditing older tickets. This way, you don't lose your place when switching between tabs.<\/p>\t<\/li><\/ol><p>As a traveler, I\u2019ve faced similar challenges, especially when I was working on my laptop during my trip to Kauai, Hawaii. I made sure to use my charger carefully while exploring the beauty of Kauai, which was truly mesmerizing. The island is home to stunning landscapes, lush gardens, and a rich diversity of beautiful birds, including some rare species (<a href=\"https:\/\/hawaiiislandkauai.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">https:\/\/hawaiiislandkauai.com\/<\/a>). The peaceful environment made it easier for me to focus on my work while enjoying nature. I hope you find a solution that works for you as well!<\/p>","url":"\/ticket-workflow-management-11379\/auto-scrolling-in-ticket-screens-26685?postid=99420#post99420","creationDate":"2024-11-08T12:23:43+0000","relativeCreationDate":"15 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":6,"numberOfLikes":1,"relevantPost":{"id":68781,"author":{"id":37899,"url":"\/members\/jtavolaro-37899","name":"JTAVOLARO","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/5bed3b32-fff6-4c21-9109-01ecc5493cf0.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":5,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"}],"isBanned":false},"content":"<p>Does anyone have a way that prevents the ticket screens from automatically scrolling to the latest entry?<\/p><p>As I audit my tickets, I have to keep scrolling up to change tabs or see the original ticket text\u2026\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/auto-scrolling-in-ticket-screens-26685?postid=68781#post68781","creationDate":"2022-11-01T13:30:32+0000","relativeCreationDate":"2 years ago"},"numberOfViews":122,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99420"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-26685 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to auto scrolling in ticket screens" 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link--user rank--bold username hover-underline" style="color: ;" href="/members/jtavolaro-37899">JTAVOLARO</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/auto-scrolling-in-ticket-screens-26685" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">auto scrolling in ticket screens</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/auto-scrolling-in-ticket-screens-26685">Does anyone have a way that prevents the ticket screens from automatically scrolling to the latest entry?As I audit my tickets, I have to keep scrolling up to change tabs or see the original ticket text… </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">1</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result 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qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/auto-scrolling-in-ticket-screens-26685?postid=99420#post99420"><span class="thread-meta-item__text">15 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":56880,"author":{"id":33453,"url":"\/members\/smartp-33453","name":"SmartP","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"}],"isBanned":false},"content":"<p>I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we\u2019d like a way to auto assign the location of the laptop based on the Used By users location.<\/p><p>\u00a0<\/p><p>We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset\u2019s location_id.<\/p><p>\u00a0<\/p><p>Any ideas appreciated.<\/p><p>\u00a0<\/p><p>Many thanks in advance<\/p>","url":"\/ticket-workflow-management-11379\/asset-location-from-used-by-location-22519?postid=56880#post56880","creationDate":"2021-10-20T07:06:58+0000","relativeCreationDate":"3 years ago"},"isTopicUnread":true,"privateId":1693,"id":22519,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/asset-location-from-used-by-location-22519","title":"Asset Location from Used By Location","lastPost":{"id":99374,"author":{"id":44404,"url":"\/members\/jasonsei-44404","name":"jasonsei","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"}],"isBanned":false},"content":"<blockquote><content-quote data-username=\"8i5i8\"><div class=\"content-quote-content\">\t<p>Thanks for the suggestion.\u00a0<br \/>\twe solved this with an automation using the api via a request to lookup the location of the \u201cused by\u201d user and write it back to the location of asset. \u00a0We just run it on a schedule and update all the assets once a week.\u00a0<\/p>\t<\/div><\/content-quote><\/blockquote><p>\u00a0<\/p><p>So, I am not familiar with writing API\u2019s syncs yet. Can you give me a brief overview of what you did? This would be SUPER helpful given that we also have laptops ALL over the globe, and would love to sync location. We store location in the user info in Azure and the city and stuff shoes up because we SYNC azure.<\/p>","url":"\/ticket-workflow-management-11379\/asset-location-from-used-by-location-22519?postid=99374#post99374","creationDate":"2024-11-07T13:40:25+0000","relativeCreationDate":"16 days ago"},"lastReply":{"id":99374,"author":{"id":44404,"url":"\/members\/jasonsei-44404","name":"jasonsei","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"}],"isBanned":false},"content":"<blockquote><content-quote data-username=\"8i5i8\"><div class=\"content-quote-content\">\t<p>Thanks for the suggestion.\u00a0<br \/>\twe solved this with an automation using the api via a request to lookup the location of the \u201cused by\u201d user and write it back to the location of asset. \u00a0We just run it on a schedule and update all the assets once a week.\u00a0<\/p>\t<\/div><\/content-quote><\/blockquote><p>\u00a0<\/p><p>So, I am not familiar with writing API\u2019s syncs yet. Can you give me a brief overview of what you did? This would be SUPER helpful given that we also have laptops ALL over the globe, and would love to sync location. We store location in the user info in Azure and the city and stuff shoes up because we SYNC azure.<\/p>","url":"\/ticket-workflow-management-11379\/asset-location-from-used-by-location-22519?postid=99374#post99374","creationDate":"2024-11-07T13:40:25+0000","relativeCreationDate":"16 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":5,"numberOfLikes":3,"relevantPost":{"id":56880,"author":{"id":33453,"url":"\/members\/smartp-33453","name":"SmartP","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"}],"isBanned":false},"content":"<p>I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we\u2019d like a way to auto assign the location of the laptop based on the Used By users location.<\/p><p>\u00a0<\/p><p>We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset\u2019s location_id.<\/p><p>\u00a0<\/p><p>Any ideas appreciated.<\/p><p>\u00a0<\/p><p>Many thanks in advance<\/p>","url":"\/ticket-workflow-management-11379\/asset-location-from-used-by-location-22519?postid=56880#post56880","creationDate":"2021-10-20T07:06:58+0000","relativeCreationDate":"3 years ago"},"numberOfViews":237,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99374"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-22519 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Asset Location from Used By Location" href="/ticket-workflow-management-11379/asset-location-from-used-by-location-22519"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/smartp-33453" rel="noreferrer"><div class="default-avatar avatar-variant-3">S</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/smartp-33453">SmartP</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/asset-location-from-used-by-location-22519" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Asset Location from Used By Location</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/asset-location-from-used-by-location-22519">I appreciate that a lot of assets have a fixed location; however as a company primarily using laptops, we’d like a way to auto assign the location of the laptop based on the Used By users location. We can easily identify the what is a laptop as far as workflow is concerned but cant come up with the webhook that would read the users location_id and put it in the asset’s location_id. Any ideas appreciated. Many thanks in advance</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">3</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/asset-location-from-used-by-location-22519"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">237</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/asset-location-from-used-by-location-22519?postid=99374#post99374"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">5</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jasonsei-44404" rel="noreferrer"><div class="default-avatar avatar-variant-4">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/asset-location-from-used-by-location-22519?postid=99374#post99374"><span class="thread-meta-item__text">16 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":99238,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Team,<\/p><p>I\u2019m new to freshworks.<\/p><p>I need help to create Workflow for below requirement.<\/p><p>Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.<\/p><p>Requirement 8:\u00a0<\/p><p>Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.com<\/p><p>For these requesters, the default notification triggered during email creation should not be triggered. A\u00a0\u00a0new notification should be triggered to the two requesters from the workflow with following content :<\/p><p>\"Dear Requester.<\/p><p>Your ticket reference no for\u00a0\u00a0PLC BA is ticket iD<\/p><p>Subject:\u00a0<\/p><p>Created\u00a0Date:\u00a0<\/p><p>Your request will be processed &amp; confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.<\/p><p>Thanks &amp; Regards,<\/p><p>PLC Helpdesk\"<\/p><p>C-sat should be set as NA for tickets assigned to this group.<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>Thanks<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/tasks-in-workflow-automator-40521?postid=99238#post99238","creationDate":"2024-11-05T14:40:22+0000","relativeCreationDate":"18 days ago"},"isTopicUnread":true,"privateId":10654,"id":40521,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/tasks-in-workflow-automator-40521","title":"Tasks In Workflow Automator","lastPost":{"id":99273,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi <user-mention data-id=\"41293\">@David Pietrs<\/user-mention>\u00a0<\/p><p>\u00a0<\/p><p>I have created the workflow. Please find the attached screen shot. Are these correct?<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/db5afa45-592f-49c4-b9b4-b2bcd754f50b.png\" \/><\/figure><p>Conditions I gave\u00a0the <strong>Source<\/strong> of the ticket is <strong>Email<\/strong>.<\/p><p><strong>Requester Email<\/strong> is\u00a0<a href=\"mailto:jyotimalhotra2816@gmail.com\" target=\"_self\" rel=\"noreferrer nofollow ugc\">jyotimalhotra2816@gmail.com<\/a><\/p><p><strong>Requester Email<\/strong> is\u00a0<a href=\"mailto:jyotimalhotra2816@gmail.com\" target=\"_self\" rel=\"noreferrer nofollow ugc\">jyotimalhotra283@gmail.com<\/a><\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ecaf4f3-2680-46e7-98d0-92297ac0a7a5.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/73d264bd-3f3f-40e0-8964-032efb5a515d.png\" \/><\/figure><p>\u00a0<\/p><p>\u00a0<\/p><p>Thanks &amp; Regards<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/tasks-in-workflow-automator-40521?postid=99273#post99273","creationDate":"2024-11-06T06:34:21+0000","relativeCreationDate":"17 days ago"},"lastReply":{"id":99273,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi <user-mention data-id=\"41293\">@David Pietrs<\/user-mention>\u00a0<\/p><p>\u00a0<\/p><p>I have created the workflow. Please find the attached screen shot. Are these correct?<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/db5afa45-592f-49c4-b9b4-b2bcd754f50b.png\" \/><\/figure><p>Conditions I gave\u00a0the <strong>Source<\/strong> of the ticket is <strong>Email<\/strong>.<\/p><p><strong>Requester Email<\/strong> is\u00a0<a href=\"mailto:jyotimalhotra2816@gmail.com\" target=\"_self\" rel=\"noreferrer nofollow ugc\">jyotimalhotra2816@gmail.com<\/a><\/p><p><strong>Requester Email<\/strong> is\u00a0<a href=\"mailto:jyotimalhotra2816@gmail.com\" target=\"_self\" rel=\"noreferrer nofollow ugc\">jyotimalhotra283@gmail.com<\/a><\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ecaf4f3-2680-46e7-98d0-92297ac0a7a5.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/73d264bd-3f3f-40e0-8964-032efb5a515d.png\" \/><\/figure><p>\u00a0<\/p><p>\u00a0<\/p><p>Thanks &amp; Regards<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/tasks-in-workflow-automator-40521?postid=99273#post99273","creationDate":"2024-11-06T06:34:21+0000","relativeCreationDate":"17 days ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":99238,"author":{"id":58854,"url":"\/members\/jmalh-58854","name":"jmalh","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9acbc60b-ede1-425c-984b-310ffa511bde.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi Team,<\/p><p>I\u2019m new to freshworks.<\/p><p>I need help to create Workflow for below requirement.<\/p><p>Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.<\/p><p>Requirement 8:\u00a0<\/p><p>Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.com<\/p><p>For these requesters, the default notification triggered during email creation should not be triggered. A\u00a0\u00a0new notification should be triggered to the two requesters from the workflow with following content :<\/p><p>\"Dear Requester.<\/p><p>Your ticket reference no for\u00a0\u00a0PLC BA is ticket iD<\/p><p>Subject:\u00a0<\/p><p>Created\u00a0Date:\u00a0<\/p><p>Your request will be processed &amp; confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.<\/p><p>Thanks &amp; Regards,<\/p><p>PLC Helpdesk\"<\/p><p>C-sat should be set as NA for tickets assigned to this group.<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>Thanks<\/p><p>JM<\/p>","url":"\/ticket-workflow-management-11379\/tasks-in-workflow-automator-40521?postid=99238#post99238","creationDate":"2024-11-05T14:40:22+0000","relativeCreationDate":"18 days ago"},"numberOfViews":76,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"99273"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40521 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Tasks In Workflow Automator" href="/ticket-workflow-management-11379/tasks-in-workflow-automator-40521"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jmalh-58854" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" style="width: 100%;" title alt="jmalh" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jmalh-58854">jmalh</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/tasks-in-workflow-automator-40521" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Tasks In Workflow Automator</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/tasks-in-workflow-automator-40521">Hi Team,I’m new to freshworks.I need help to create Workflow for below requirement.Scenario: When Requesters with specific email addresses create an email ticket, the ticket should be assigned to a particular group, trigger email and autofill specific fields on ticket.Requirement 8: Create a workflow to assign email tickets to PLC BA group when ticket is created with the following email IDs : jyotimalhotra2816@gmail.com, jyotimalhotra283@gmail.comFor these requesters, the default notification triggered during email creation should not be triggered. A new notification should be triggered to the two requesters from the workflow with following content :"Dear Requester.Your ticket reference no for PLC BA is ticket iDSubject: Created Date: Your request will be processed &amp; confirmed, within the CG working hours of 9.30 AM- 6.30 PM Monday - Friday.Thanks &amp; Regards,PLC Helpdesk"C-sat should be set as NA for tickets assigned to this group. ThanksJM</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/tasks-in-workflow-automator-40521"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">76</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/tasks-in-workflow-automator-40521?postid=99273#post99273"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jmalh-58854" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9acbc60b-ede1-425c-984b-310ffa511bde.png" style="width: 100%;" title alt="jmalh" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/tasks-in-workflow-automator-40521?postid=99273#post99273"><span class="thread-meta-item__text">17 days ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":98592,"author":{"id":54938,"url":"\/members\/jeroen-heijboer-54938","name":"jeroen.heijboer","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Hopefully someone can help me.<\/p><p>I would like to create a ticket worfklow automator that does the following:<\/p><p>- Automatically creates a ticket every morning<br \/>- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frame<\/p><p>Now I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload \/ workflow? Because I'm new with using webhook triggers.<\/p>","url":"\/ticket-workflow-management-11379\/automation-for-a-new-ticket-with-a-automatic-note-40288?postid=98592#post98592","creationDate":"2024-10-17T10:49:41+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":10545,"id":40288,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/automation-for-a-new-ticket-with-a-automatic-note-40288","title":"Automation for a new ticket with a automatic note","lastPost":{"id":98682,"author":{"id":54938,"url":"\/members\/jeroen-heijboer-54938","name":"jeroen.heijboer","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Hi Bram,<\/p><p>We receive backup alerts from Checkcentral, I have set this to email notifications. These numbers differ from for example 5 tickets today and 12 tickets tomorrow, these tickets are on the same requester \"CheckCentral Alerts\".<\/p><p>What I would like (if possible) is to add these URLs in 1 note in a ticket that is then created via a scheduled flow.<\/p><p>Is this possible via a web request or API? If so, I am very curious how I can set this up.<\/p>","url":"\/ticket-workflow-management-11379\/automation-for-a-new-ticket-with-a-automatic-note-40288?postid=98682#post98682","creationDate":"2024-10-21T08:59:14+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98682,"author":{"id":54938,"url":"\/members\/jeroen-heijboer-54938","name":"jeroen.heijboer","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Hi Bram,<\/p><p>We receive backup alerts from Checkcentral, I have set this to email notifications. These numbers differ from for example 5 tickets today and 12 tickets tomorrow, these tickets are on the same requester \"CheckCentral Alerts\".<\/p><p>What I would like (if possible) is to add these URLs in 1 note in a ticket that is then created via a scheduled flow.<\/p><p>Is this possible via a web request or API? If so, I am very curious how I can set this up.<\/p>","url":"\/ticket-workflow-management-11379\/automation-for-a-new-ticket-with-a-automatic-note-40288?postid=98682#post98682","creationDate":"2024-10-21T08:59:14+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":2,"numberOfLikes":0,"relevantPost":{"id":98592,"author":{"id":54938,"url":"\/members\/jeroen-heijboer-54938","name":"jeroen.heijboer","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"}],"isBanned":false},"content":"<p>Hopefully someone can help me.<\/p><p>I would like to create a ticket worfklow automator that does the following:<\/p><p>- Automatically creates a ticket every morning<br \/>- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frame<\/p><p>Now I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload \/ workflow? Because I'm new with using webhook triggers.<\/p>","url":"\/ticket-workflow-management-11379\/automation-for-a-new-ticket-with-a-automatic-note-40288?postid=98592#post98592","creationDate":"2024-10-17T10:49:41+0000","relativeCreationDate":"1 month ago"},"numberOfViews":44,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98682"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40288 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Automation for a new ticket with a automatic note" href="/ticket-workflow-management-11379/automation-for-a-new-ticket-with-a-automatic-note-40288"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jeroen-heijboer-54938" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png" style="width: 100%;" title alt="jeroen.heijboer" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jeroen-heijboer-54938">jeroen.heijboer</a></span><span class="user-title text--meta">Contributor</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/automation-for-a-new-ticket-with-a-automatic-note-40288" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Automation for a new ticket with a automatic note</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/automation-for-a-new-ticket-with-a-automatic-note-40288">Hopefully someone can help me.I would like to create a ticket worfklow automator that does the following:- Automatically creates a ticket every morning- This should contain a note with the URLs of all created tickets from a specific requester in a specific time frameNow I have been looking and I think I need to work with a webhook trigger? Is this correct and if so can someone send me an example payload / workflow? Because I'm new with using webhook triggers.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/automation-for-a-new-ticket-with-a-automatic-note-40288"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">44</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/automation-for-a-new-ticket-with-a-automatic-note-40288?postid=98682#post98682"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">2</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jeroen-heijboer-54938" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/cd58c05f-9077-4af9-98c4-ddc9d04fed2e.png" style="width: 100%;" title alt="jeroen.heijboer" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/automation-for-a-new-ticket-with-a-automatic-note-40288?postid=98682#post98682"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":98316,"author":{"id":58335,"url":"\/members\/xautomate-mostx-58335","name":"xautomate_mostx","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/18b7c518-a71d-4a84-87cc-3825df9355f3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Hi all,\u00a0<\/p><p>\u00a0<\/p><p>I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected:<\/p><p>\u00a0<\/p><p>Current workflow:<\/p><p>-user submits a portal form, and includes an email of an approver<\/p><p>-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully \u2018created\u2019 in the system<\/p><p>-aftert the timer node, a new action begins which uses the custom field \u201cApproving Manager Email\u201d to send an email to the listed email in said field<\/p><p>-the email that the \u201capprover\u201d is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i\u2019ve used are working when inserted in the email .\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>I understand that the \u201cSend Approval Mail\u201d placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket?\u00a0<\/p><p>\u00a0<\/p><p>We do not want these requests to be built out in the service items locations. These are ticket that are being sent in by users to make config changes in our system, and we need approval for SOC Compliance purposes. Having our team manually send an approval email is cumbersome, which is why I am looking to automate this step.\u00a0<\/p><p>\u00a0<\/p><p>Also- to note: we cannot use the Reporting Manager option for approval automation, as the \u201cmanger\u201d that is approving these changes are often not the manager of the user submitting the ticket, but rather the owner of the software that the request is for.<\/p><p>\u00a0<\/p><p>Thanks!<\/p>","url":"\/ticket-workflow-management-11379\/automating-approval-emails-for-inc-tickets-40176?postid=98316#post98316","creationDate":"2024-10-08T15:01:02+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":10495,"id":40176,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/automating-approval-emails-for-inc-tickets-40176","title":"automating approval emails for INC tickets","lastPost":{"id":98539,"author":{"id":48189,"url":"\/members\/bram-veldhoen-48189","name":"bram.veldhoen","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8a829aa8-ee6f-4713-bba6-8938f38cd645.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>Hi,<\/p><p>In this case you should be able to do this by initiating the approval through the API.<br \/>You would have to create a POST request in your workflow with the following:<\/p><p>Endpoint:\u00a0<a target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">https:\/\/{{service_desk_url}}\/api\/v2\/tickets\/{{ticket.id_numeric}}\/approvals<\/a><\/p><p>Body:<\/p><p>{<br \/>\u00a0 \"approver_id\": {{custom field}},<br \/>\u00a0 \"approval_type\": 2 (or a different type if you prefer, see API info)<br \/>}<\/p><p>\u00a0<\/p><p>Now, for the placeholder\u00a0{{custom field}} you should select the placeholder for your field from the form. Take into account that Freshservice expects an id here, and not an email address. The simplest way to do this is to turn your field into a dropdown field with data source \"All users\u201d.<\/p><p>\u00a0<\/p><p>Hopefully this helps :)<\/p>","url":"\/ticket-workflow-management-11379\/automating-approval-emails-for-inc-tickets-40176?postid=98539#post98539","creationDate":"2024-10-16T05:54:07+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98539,"author":{"id":48189,"url":"\/members\/bram-veldhoen-48189","name":"bram.veldhoen","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8a829aa8-ee6f-4713-bba6-8938f38cd645.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>Hi,<\/p><p>In this case you should be able to do this by initiating the approval through the API.<br \/>You would have to create a POST request in your workflow with the following:<\/p><p>Endpoint:\u00a0<a target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">https:\/\/{{service_desk_url}}\/api\/v2\/tickets\/{{ticket.id_numeric}}\/approvals<\/a><\/p><p>Body:<\/p><p>{<br \/>\u00a0 \"approver_id\": {{custom field}},<br \/>\u00a0 \"approval_type\": 2 (or a different type if you prefer, see API info)<br \/>}<\/p><p>\u00a0<\/p><p>Now, for the placeholder\u00a0{{custom field}} you should select the placeholder for your field from the form. Take into account that Freshservice expects an id here, and not an email address. The simplest way to do this is to turn your field into a dropdown field with data source \"All users\u201d.<\/p><p>\u00a0<\/p><p>Hopefully this helps :)<\/p>","url":"\/ticket-workflow-management-11379\/automating-approval-emails-for-inc-tickets-40176?postid=98539#post98539","creationDate":"2024-10-16T05:54:07+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":98316,"author":{"id":58335,"url":"\/members\/xautomate-mostx-58335","name":"xautomate_mostx","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/18b7c518-a71d-4a84-87cc-3825df9355f3.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Hi all,\u00a0<\/p><p>\u00a0<\/p><p>I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected:<\/p><p>\u00a0<\/p><p>Current workflow:<\/p><p>-user submits a portal form, and includes an email of an approver<\/p><p>-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully \u2018created\u2019 in the system<\/p><p>-aftert the timer node, a new action begins which uses the custom field \u201cApproving Manager Email\u201d to send an email to the listed email in said field<\/p><p>-the email that the \u201capprover\u201d is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i\u2019ve used are working when inserted in the email .\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p><p>I understand that the \u201cSend Approval Mail\u201d placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket?\u00a0<\/p><p>\u00a0<\/p><p>We do not want these requests to be built out in the service items locations. These are ticket that are being sent in by users to make config changes in our system, and we need approval for SOC Compliance purposes. Having our team manually send an approval email is cumbersome, which is why I am looking to automate this step.\u00a0<\/p><p>\u00a0<\/p><p>Also- to note: we cannot use the Reporting Manager option for approval automation, as the \u201cmanger\u201d that is approving these changes are often not the manager of the user submitting the ticket, but rather the owner of the software that the request is for.<\/p><p>\u00a0<\/p><p>Thanks!<\/p>","url":"\/ticket-workflow-management-11379\/automating-approval-emails-for-inc-tickets-40176?postid=98316#post98316","creationDate":"2024-10-08T15:01:02+0000","relativeCreationDate":"1 month ago"},"numberOfViews":29,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98539"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40176 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to automating approval emails for INC tickets" href="/ticket-workflow-management-11379/automating-approval-emails-for-inc-tickets-40176"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/xautomate-mostx-58335" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/18b7c518-a71d-4a84-87cc-3825df9355f3.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/18b7c518-a71d-4a84-87cc-3825df9355f3.png" style="width: 100%;" title alt="xautomate_mostx" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/xautomate-mostx-58335">xautomate_mostx</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/automating-approval-emails-for-inc-tickets-40176" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">automating approval emails for INC tickets</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/automating-approval-emails-for-inc-tickets-40176">Hi all, I am trying to use Workflow Automator for the following workflow, but it isnt behaving as expected: Current workflow:-user submits a portal form, and includes an email of an approver-workflow is triggered, which includes a Timer node so that the ticket has 60 seconds to be fully ‘created’ in the system-aftert the timer node, a new action begins which uses the custom field “Approving Manager Email” to send an email to the listed email in said field-the email that the “approver” is receiving contains links to the ticket so they can approve, but none of the various textplaceholders i’ve used are working when inserted in the email . I understand that the “Send Approval Mail” placeholder is probably for when someone adds an approver via the service requests in the portal (and not through the form). But- is there a way or workaround so that an approver can not only be sent an approval email but also click the ticket link to view the ticket? We do not want these requests to be bui</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/automating-approval-emails-for-inc-tickets-40176"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">29</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/automating-approval-emails-for-inc-tickets-40176?postid=98539#post98539"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bram-veldhoen-48189" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8a829aa8-ee6f-4713-bba6-8938f38cd645.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8a829aa8-ee6f-4713-bba6-8938f38cd645.png" style="width: 100%;" title alt="bram.veldhoen" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/automating-approval-emails-for-inc-tickets-40176?postid=98539#post98539"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":54883,"author":{"id":31583,"url":"\/members\/suzanne-blinn-31583","name":"suzanne.blinn","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Has anyone found a way to disable the email function in the <strong>FreshService sandbox<\/strong>?\u00a0 Not just the notifications but all email?<br \/><br \/>We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them.\u00a0 Yes even though it indicates it\u2019s from the sandbox.<br \/><br \/>I don\u2019t want to remove these actions from the workflow as that\u2019s part of what I\u2019m testing.\u00a0 I just don\u2019t want the emails to actually get sent.\u00a0\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/disable-email-in-the-sandbox-21748?postid=54883#post54883","creationDate":"2021-07-29T14:30:56+0000","relativeCreationDate":"3 years ago"},"isTopicUnread":true,"privateId":1340,"id":21748,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/disable-email-in-the-sandbox-21748","title":"Disable email in the sandbox","lastPost":{"id":98537,"author":{"id":48189,"url":"\/members\/bram-veldhoen-48189","name":"bram.veldhoen","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8a829aa8-ee6f-4713-bba6-8938f38cd645.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>We actually have implemented a solution for this for emails being sent from workflows. We send pretty much all of our emails from workflows, so this works for us.<\/p><p>For every \"Send email\u201d node, we put a condition before it, like so:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c7ff5642-17ab-446c-bdd3-05f005c913d5.png\" \/><\/figure><p>\u00a0<\/p><p>The condition is a custom expression: {{service_desk_url}} =='your production url here'<\/p><p>This way, when the workflows are copied to sandbox when you generate it, in the sandbox this condition will be false, and the email won't be sent.<\/p><p>\u00a0<\/p><p>It's not the prettiest solution, but hopefully it helps :)<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/disable-email-in-the-sandbox-21748?postid=98537#post98537","creationDate":"2024-10-16T05:46:04+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98537,"author":{"id":48189,"url":"\/members\/bram-veldhoen-48189","name":"bram.veldhoen","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/8a829aa8-ee6f-4713-bba6-8938f38cd645.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>We actually have implemented a solution for this for emails being sent from workflows. We send pretty much all of our emails from workflows, so this works for us.<\/p><p>For every \"Send email\u201d node, we put a condition before it, like so:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c7ff5642-17ab-446c-bdd3-05f005c913d5.png\" \/><\/figure><p>\u00a0<\/p><p>The condition is a custom expression: {{service_desk_url}} =='your production url here'<\/p><p>This way, when the workflows are copied to sandbox when you generate it, in the sandbox this condition will be false, and the email won't be sent.<\/p><p>\u00a0<\/p><p>It's not the prettiest solution, but hopefully it helps :)<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/disable-email-in-the-sandbox-21748?postid=98537#post98537","creationDate":"2024-10-16T05:46:04+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":9,"numberOfLikes":0,"relevantPost":{"id":54883,"author":{"id":31583,"url":"\/members\/suzanne-blinn-31583","name":"suzanne.blinn","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Has anyone found a way to disable the email function in the <strong>FreshService sandbox<\/strong>?\u00a0 Not just the notifications but all email?<br \/><br \/>We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them.\u00a0 Yes even though it indicates it\u2019s from the sandbox.<br \/><br \/>I don\u2019t want to remove these actions from the workflow as that\u2019s part of what I\u2019m testing.\u00a0 I just don\u2019t want the emails to actually get sent.\u00a0\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/disable-email-in-the-sandbox-21748?postid=54883#post54883","creationDate":"2021-07-29T14:30:56+0000","relativeCreationDate":"3 years ago"},"numberOfViews":238,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98537"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-21748 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Disable email in the sandbox" href="/ticket-workflow-management-11379/disable-email-in-the-sandbox-21748"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/suzanne-blinn-31583" rel="noreferrer"><div class="default-avatar avatar-variant-3">S</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/suzanne-blinn-31583">suzanne.blinn</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/disable-email-in-the-sandbox-21748" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Disable email in the sandbox</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/disable-email-in-the-sandbox-21748">Has anyone found a way to disable the email function in the FreshService sandbox? Not just the notifications but all email?We have workflows where emails are sent out for a variety of reasons. When testing in the sandbox these emails are triggered causing confusion to those receiving them. Yes even though it indicates it’s from the sandbox.I don’t want to remove these actions from the workflow as that’s part of what I’m testing. I just don’t want the emails to actually get sent. </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/disable-email-in-the-sandbox-21748"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">238</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/disable-email-in-the-sandbox-21748?postid=98537#post98537"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">9</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bram-veldhoen-48189" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8a829aa8-ee6f-4713-bba6-8938f38cd645.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/8a829aa8-ee6f-4713-bba6-8938f38cd645.png" style="width: 100%;" title alt="bram.veldhoen" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/disable-email-in-the-sandbox-21748?postid=98537#post98537"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":65087,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/13604600-27b2-4d34-8e3a-fbd27d431580.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p>Hello\u00a0<\/p><p>I\u2019m trying out some approval WFAs and noticed that the option\/result for the approver are missing. -<\/p><p>It only say \u201cContent unavailable\u201d<br \/>I see the status of the approval and have the option to approve.\u00a0<br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/844aca99-408d-48aa-81ab-6acf0d91e497.png\" \/><\/figure><p><br \/>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/approval-function-missing-content-unavailable-25128?postid=65087#post65087","creationDate":"2022-07-29T08:43:39+0000","relativeCreationDate":"2 years ago"},"isTopicUnread":true,"privateId":2915,"id":25128,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/approval-function-missing-content-unavailable-25128","title":"Approval function missing \"Content unavailable\"","lastPost":{"id":98487,"author":{"id":54475,"url":"\/members\/lizm-54475","name":"LizM","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p><user-mention data-id=\"19717\">@zachary.king<\/user-mention>\u00a0<user-mention data-id=\"35521\">@Daniel S\u00f6derlund<\/user-mention>\u00a0I found that this happens when the Ticket Approval email notification is turned off:\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e08a0f70-d2f5-4523-bc04-9680c56121f5.png\" \/><\/figure><p>\u00a0<\/p><p>Once that is turned on, approvals work properly!\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/approval-function-missing-content-unavailable-25128?postid=98487#post98487","creationDate":"2024-10-14T22:29:03+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98487,"author":{"id":54475,"url":"\/members\/lizm-54475","name":"LizM","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p><user-mention data-id=\"19717\">@zachary.king<\/user-mention>\u00a0<user-mention data-id=\"35521\">@Daniel S\u00f6derlund<\/user-mention>\u00a0I found that this happens when the Ticket Approval email notification is turned off:\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/e08a0f70-d2f5-4523-bc04-9680c56121f5.png\" \/><\/figure><p>\u00a0<\/p><p>Once that is turned on, approvals work properly!\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/approval-function-missing-content-unavailable-25128?postid=98487#post98487","creationDate":"2024-10-14T22:29:03+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":2,"relevantPost":{"id":65087,"author":{"id":35521,"url":"\/members\/daniel-soederlund-35521","name":"Daniel S\u00f6derlund","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/13604600-27b2-4d34-8e3a-fbd27d431580.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Smooth talker (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/489b842f-b197-43a6-8c0c-eb527423c21e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p>Hello\u00a0<\/p><p>I\u2019m trying out some approval WFAs and noticed that the option\/result for the approver are missing. -<\/p><p>It only say \u201cContent unavailable\u201d<br \/>I see the status of the approval and have the option to approve.\u00a0<br \/>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/844aca99-408d-48aa-81ab-6acf0d91e497.png\" \/><\/figure><p><br \/>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/approval-function-missing-content-unavailable-25128?postid=65087#post65087","creationDate":"2022-07-29T08:43:39+0000","relativeCreationDate":"2 years ago"},"numberOfViews":89,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98487"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-25128 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Approval function missing "Content unavailable"" href="/ticket-workflow-management-11379/approval-function-missing-content-unavailable-25128"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/daniel-soederlund-35521" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/13604600-27b2-4d34-8e3a-fbd27d431580.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/13604600-27b2-4d34-8e3a-fbd27d431580.png" style="width: 100%;" title alt="Daniel Söderlund" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/daniel-soederlund-35521">Daniel Söderlund</a></span><span class="user-title text--meta">Skilled Expert</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/approval-function-missing-content-unavailable-25128" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Approval function missing "Content unavailable"</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/approval-function-missing-content-unavailable-25128">Hello I’m trying out some approval WFAs and noticed that the option/result for the approver are missing. -It only say “Content unavailable”I see the status of the approval and have the option to approve. </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/approval-function-missing-content-unavailable-25128"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">89</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/approval-function-missing-content-unavailable-25128?postid=98487#post98487"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">4</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/lizm-54475" rel="noreferrer"><div class="default-avatar avatar-variant-5">L</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/approval-function-missing-content-unavailable-25128?postid=98487#post98487"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":97770,"author":{"id":58083,"url":"\/members\/pruthviraj2391-58083","name":"pruthviraj2391","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/0026da87-2cbe-4ef7-9b67-080dbe66c156.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>This is get time entry api: <strong>{{freshservice URL}}\/api\/v2\/tickets\/Ticket_id\/time_entries<\/strong><\/p><p>This api returns only 30 entries which are latest for that ticket. is there any pagination available for above api or any other solution?<\/p>","url":"\/ticket-workflow-management-11379\/get-api-of-time-entries-fetchs-only-30-records-39959?postid=97770#post97770","creationDate":"2024-09-24T14:34:32+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":10379,"id":39959,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/get-api-of-time-entries-fetchs-only-30-records-39959","title":"get API of time entries fetchs only 30 records","lastPost":{"id":98423,"author":{"id":46287,"url":"\/members\/mikew-46287","name":"mikew","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a257ac45-1bc8-48d8-bbd6-5dbf4f5950df.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>I am unsure of how specifically you want to apply this however I have had good luck using the Link values in the header of the API reply<br \/><br \/>Postman example of this<\/p><p>The Link value will provide the next page for pagination.<br \/>Not all queries within Freshservice will provide the next link, I recommend manually verifying queries.<br \/><br \/>Checking Header info for the following value should help with pagination AND monitor api count<br \/>assuming PS, however you should be able to modify the following to your needs.<br \/><br \/>$APIQUERY.RelationLink.Values will provide the next href link<br \/>a check for null will be the end of pagination.<br \/><br \/>Bonus API Count values:<\/p><p>$apiquery.Headers.'X-Ratelimit-Remaining'<\/p><p>$apiquery.Headers.'X-Ratelimit-Total'<\/p><p>$apiquery.Headers.'X-Ratelimit-Used-CurrentRequest'<br \/>These values will allow adjusting api requests delay<br \/><br \/>These must be used with Invoke-Webrequest<\/p>","url":"\/ticket-workflow-management-11379\/get-api-of-time-entries-fetchs-only-30-records-39959?postid=98423#post98423","creationDate":"2024-10-11T22:43:39+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98423,"author":{"id":46287,"url":"\/members\/mikew-46287","name":"mikew","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/a257ac45-1bc8-48d8-bbd6-5dbf4f5950df.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>I am unsure of how specifically you want to apply this however I have had good luck using the Link values in the header of the API reply<br \/><br \/>Postman example of this<\/p><p>The Link value will provide the next page for pagination.<br \/>Not all queries within Freshservice will provide the next link, I recommend manually verifying queries.<br \/><br \/>Checking Header info for the following value should help with pagination AND monitor api count<br \/>assuming PS, however you should be able to modify the following to your needs.<br \/><br \/>$APIQUERY.RelationLink.Values will provide the next href link<br \/>a check for null will be the end of pagination.<br \/><br \/>Bonus API Count values:<\/p><p>$apiquery.Headers.'X-Ratelimit-Remaining'<\/p><p>$apiquery.Headers.'X-Ratelimit-Total'<\/p><p>$apiquery.Headers.'X-Ratelimit-Used-CurrentRequest'<br \/>These values will allow adjusting api requests delay<br \/><br \/>These must be used with Invoke-Webrequest<\/p>","url":"\/ticket-workflow-management-11379\/get-api-of-time-entries-fetchs-only-30-records-39959?postid=98423#post98423","creationDate":"2024-10-11T22:43:39+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":4,"numberOfLikes":0,"relevantPost":{"id":97770,"author":{"id":58083,"url":"\/members\/pruthviraj2391-58083","name":"pruthviraj2391","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/0026da87-2cbe-4ef7-9b67-080dbe66c156.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>This is get time entry api: <strong>{{freshservice URL}}\/api\/v2\/tickets\/Ticket_id\/time_entries<\/strong><\/p><p>This api returns only 30 entries which are latest for that ticket. is there any pagination available for above api or any other solution?<\/p>","url":"\/ticket-workflow-management-11379\/get-api-of-time-entries-fetchs-only-30-records-39959?postid=97770#post97770","creationDate":"2024-09-24T14:34:32+0000","relativeCreationDate":"1 month ago"},"numberOfViews":37,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98423"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-39959 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to get API of time entries fetchs only 30 records" href="/ticket-workflow-management-11379/get-api-of-time-entries-fetchs-only-30-records-39959"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/pruthviraj2391-58083" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/0026da87-2cbe-4ef7-9b67-080dbe66c156.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/0026da87-2cbe-4ef7-9b67-080dbe66c156.png" style="width: 100%;" title alt="pruthviraj2391" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/pruthviraj2391-58083">pruthviraj2391</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/get-api-of-time-entries-fetchs-only-30-records-39959" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">get API of time entries fetchs only 30 records</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/get-api-of-time-entries-fetchs-only-30-records-39959">This is get time entry api: {{freshservice URL}}/api/v2/tickets/Ticket_id/time_entriesThis api returns only 30 entries which are latest for that ticket. is there any pagination available for above api or any other solution?</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/get-api-of-time-entries-fetchs-only-30-records-39959"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">37</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/get-api-of-time-entries-fetchs-only-30-records-39959?postid=98423#post98423"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">4</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/mikew-46287" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/a257ac45-1bc8-48d8-bbd6-5dbf4f5950df.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/a257ac45-1bc8-48d8-bbd6-5dbf4f5950df.png" style="width: 100%;" title alt="mikew" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/get-api-of-time-entries-fetchs-only-30-records-39959?postid=98423#post98423"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":85151,"author":{"id":48854,"url":"\/members\/parsonsb-48854","name":"ParsonsB","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Hi Everyone,\u00a0<\/p><p>Is there a way for the freshdesk automations to be based on the source of the tickets?<\/p><p>\u00a0<\/p><p>In the tickets there is a properties bar that tells me the Browser, OS, and the Root Website the ticket was submitted from on the widget. Is there no way to reference this info when processing the ticket?<\/p><p>\u00a0<\/p><p>I\u2019d love to be able to do different things with the ticket based on where it came from, specifically the website.<\/p>","url":"\/ticket-workflow-management-11379\/automation-based-on-system-info-34011?postid=85151#post85151","creationDate":"2023-11-16T16:12:49+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":7363,"id":34011,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/automation-based-on-system-info-34011","title":"Automation Based on System Info","lastPost":{"id":98422,"author":{"id":58410,"url":"\/members\/johnlory-58410","name":"Johnlory","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9cf193d2-56c5-425c-ab03-4ac20cd467e2.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Great article! I found your insights on Wink really helpful. I've been exploring similar strategies on my website as well. If you're interested, feel free to check out my post on video editing with AI over at <a href=\"https:\/\/winkmodpro.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">Wink Mod Apk<\/a>. Keep up the fantastic work!<\/p>","url":"\/ticket-workflow-management-11379\/automation-based-on-system-info-34011?postid=98422#post98422","creationDate":"2024-10-11T22:17:36+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98422,"author":{"id":58410,"url":"\/members\/johnlory-58410","name":"Johnlory","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/9cf193d2-56c5-425c-ab03-4ac20cd467e2.png","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Great article! I found your insights on Wink really helpful. I've been exploring similar strategies on my website as well. If you're interested, feel free to check out my post on video editing with AI over at <a href=\"https:\/\/winkmodpro.com\/\" target=\"_blank\" rel=\"noreferrer noopener nofollow ugc\">Wink Mod Apk<\/a>. Keep up the fantastic work!<\/p>","url":"\/ticket-workflow-management-11379\/automation-based-on-system-info-34011?postid=98422#post98422","creationDate":"2024-10-11T22:17:36+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":0,"numberOfLikes":0,"relevantPost":{"id":85151,"author":{"id":48854,"url":"\/members\/parsonsb-48854","name":"ParsonsB","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Hi Everyone,\u00a0<\/p><p>Is there a way for the freshdesk automations to be based on the source of the tickets?<\/p><p>\u00a0<\/p><p>In the tickets there is a properties bar that tells me the Browser, OS, and the Root Website the ticket was submitted from on the widget. Is there no way to reference this info when processing the ticket?<\/p><p>\u00a0<\/p><p>I\u2019d love to be able to do different things with the ticket based on where it came from, specifically the website.<\/p>","url":"\/ticket-workflow-management-11379\/automation-based-on-system-info-34011?postid=85151#post85151","creationDate":"2023-11-16T16:12:49+0000","relativeCreationDate":"1 year ago"},"numberOfViews":32,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98422"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-34011 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Automation Based on System Info" href="/ticket-workflow-management-11379/automation-based-on-system-info-34011"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/parsonsb-48854" rel="noreferrer"><div class="default-avatar avatar-variant-4">P</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/parsonsb-48854">ParsonsB</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/automation-based-on-system-info-34011" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Automation Based on System Info</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/automation-based-on-system-info-34011">Hi Everyone, Is there a way for the freshdesk automations to be based on the source of the tickets? In the tickets there is a properties bar that tells me the Browser, OS, and the Root Website the ticket was submitted from on the widget. Is there no way to reference this info when processing the ticket? I’d love to be able to do different things with the ticket based on where it came from, specifically the website.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/automation-based-on-system-info-34011"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">32</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/automation-based-on-system-info-34011?postid=98422#post98422"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">0</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/johnlory-58410" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9cf193d2-56c5-425c-ab03-4ac20cd467e2.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/9cf193d2-56c5-425c-ab03-4ac20cd467e2.png" style="width: 100%;" title alt="Johnlory" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/automation-based-on-system-info-34011?postid=98422#post98422"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":85064,"author":{"id":48081,"url":"\/members\/aaron-jhg-48081","name":"aaron_jhg","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Freshworks Insider","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/6b754094-577c-4554-a622-0545dabe0723_thumb.png"}],"isBanned":false},"content":"<p>I am trying to set up our service desk wherby if we put a ricket status \u201dOn Hold - Waiting end user\u201d it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically.\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/chaser-emails-to-end-users-33975?postid=85064#post85064","creationDate":"2023-11-14T22:20:55+0000","relativeCreationDate":"1 year ago"},"isTopicUnread":true,"privateId":7351,"id":33975,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/chaser-emails-to-end-users-33975","title":"Chaser emails to end users","lastPost":{"id":98321,"author":{"id":46443,"url":"\/members\/amau5-46443","name":"amau5","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<content-quote data-username=\"BartVB\"><div class=\"content-quote-content\">\t<content-quote data-username=\"aaron_jhg\"><div class=\"content-quote-content\">\t\t<div class=\"content-quote-content\">\t\t<content-quote data-username=\"BartVB\"><div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/27c90cfd-6384-4982-a29c-d884a40393fd.png\" \/><\/figure><p>example of the workflow (scheduled linked to this)<\/p>\t\t\t<\/div>\t\t\t<\/div>\t\t\t<\/div>\t\t<\/content-quote><p>We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't\u00a0get this to work at all.<\/p>\t\t<\/div>\t\t<\/div>\t<\/content-quote><p>\u00a0<\/p>\t<p>Sorry late reply,<\/p>\t<p>you need to create a field in the ticket from\u00a0<\/p>\t<figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/110da304-12ea-44c9-9f94-a924f33d0110.png\" \/><\/figure><p>then with the sheguald workflow, you make the system jump from on strike to another, after the last strike is given, the ticket can be resolved<\/p>\t<\/div><\/content-quote><p>I just replied to another poster in this thread because I want to essentially \u201creset\u201d the timer on the notifications if someone replies, then stops again at some point in this sequence. Did your timed workflows accomplish that?\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/chaser-emails-to-end-users-33975?postid=98321#post98321","creationDate":"2024-10-08T19:02:10+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98321,"author":{"id":46443,"url":"\/members\/amau5-46443","name":"amau5","avatar":"","userTitle":"Contributor","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png","name":"Contributor"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<content-quote data-username=\"BartVB\"><div class=\"content-quote-content\">\t<content-quote data-username=\"aaron_jhg\"><div class=\"content-quote-content\">\t\t<div class=\"content-quote-content\">\t\t<content-quote data-username=\"BartVB\"><div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<div class=\"content-quote-content\">\t\t\t<figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/27c90cfd-6384-4982-a29c-d884a40393fd.png\" \/><\/figure><p>example of the workflow (scheduled linked to this)<\/p>\t\t\t<\/div>\t\t\t<\/div>\t\t\t<\/div>\t\t<\/content-quote><p>We had something like this with a timer saying hours since it went into that status, In the end it would send 3 lots of them. Can't\u00a0get this to work at all.<\/p>\t\t<\/div>\t\t<\/div>\t<\/content-quote><p>\u00a0<\/p>\t<p>Sorry late reply,<\/p>\t<p>you need to create a field in the ticket from\u00a0<\/p>\t<figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/110da304-12ea-44c9-9f94-a924f33d0110.png\" \/><\/figure><p>then with the sheguald workflow, you make the system jump from on strike to another, after the last strike is given, the ticket can be resolved<\/p>\t<\/div><\/content-quote><p>I just replied to another poster in this thread because I want to essentially \u201creset\u201d the timer on the notifications if someone replies, then stops again at some point in this sequence. Did your timed workflows accomplish that?\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/chaser-emails-to-end-users-33975?postid=98321#post98321","creationDate":"2024-10-08T19:02:10+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":18,"numberOfLikes":2,"relevantPost":{"id":85064,"author":{"id":48081,"url":"\/members\/aaron-jhg-48081","name":"aaron_jhg","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Freshworks Insider","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/6b754094-577c-4554-a622-0545dabe0723_thumb.png"}],"isBanned":false},"content":"<p>I am trying to set up our service desk wherby if we put a ricket status \u201dOn Hold - Waiting end user\u201d it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically.\u00a0<\/p><p>\u00a0<\/p><p>\u00a0<\/p>","url":"\/ticket-workflow-management-11379\/chaser-emails-to-end-users-33975?postid=85064#post85064","creationDate":"2023-11-14T22:20:55+0000","relativeCreationDate":"1 year ago"},"numberOfViews":231,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98321"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-33975 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Chaser emails to end users" href="/ticket-workflow-management-11379/chaser-emails-to-end-users-33975"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/aaron-jhg-48081" rel="noreferrer"><div class="default-avatar avatar-variant-1">A</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top Contributor" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user username hover-underline" style="color: ;" href="/members/aaron-jhg-48081">aaron_jhg</a></span><span class="user-title text--meta">Top Contributor</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/chaser-emails-to-end-users-33975" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Chaser emails to end users</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/chaser-emails-to-end-users-33975">I am trying to set up our service desk wherby if we put a ricket status ”On Hold - Waiting end user” it will send an automatic email to them every X days asking them to get in touch. Then on the X day, the ticket will close automatically. </a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">2</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/chaser-emails-to-end-users-33975"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">231</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/chaser-emails-to-end-users-33975?postid=98321#post98321"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">18</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/amau5-46443" rel="noreferrer"><div class="default-avatar avatar-variant-3">A</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1ba19f29-f0c3-4a0b-87d4-fbd2aa49bd87_thumb.png" alt="Contributor" title="Contributor" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/chaser-emails-to-end-users-33975?postid=98321#post98321"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":98050,"author":{"id":58115,"url":"\/members\/jfrancis-58115","name":"JFrancis","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Is there away to generate a notification if a ticket bounces between groups multiple times or even away to count the number of changes that occur?<br \/><br \/><u>Example<\/u>, ticket is raised by tier 1 and sent to infrastructure\u00a0(1st change).\u00a0 Infrastructure needs additional information so they send the ticket back to tier 2 (2nd change).\u00a0 Tier 2 is unable to get the information requested so they send it incorrectly to Desktop Support (3rd change).\u00a0 Device is actually a Register so Desktop Support sends it to POS Hardware (4th change).\u00a0 POS Hardware answers the question for Infrastructure and sends the ticket back to Infrastructure (5th change).\u00a0 Infrastructure is able to fix the issue and close the ticket.\u00a0\u00a0<br \/><br \/>This is a scenario we have encountered many times, sometimes a ticket will bounce multiple times between groups.\u00a0 We need away of documenting this.<\/p>","url":"\/ticket-workflow-management-11379\/notifications-when-a-ticket-bounces-between-groups-40060?postid=98050#post98050","creationDate":"2024-10-02T14:56:28+0000","relativeCreationDate":"1 month ago"},"isTopicUnread":true,"privateId":10433,"id":40060,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/notifications-when-a-ticket-bounces-between-groups-40060","title":"Notifications when a ticket bounces between groups?","lastPost":{"id":98284,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p>Hi.<\/p><p>Definitely.<\/p><p>There\u2019s a metric call Group Reassign Count, and you can apply filters with it:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/93cd224d-01a9-4094-9342-83683964bb52.png\" \/><\/figure><p>\u00a0<\/p><p>And even apply Rank order:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4b1da0cf-df31-4c7e-97e9-8697a642d703.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/78831e2c-27f6-4b7f-9d3b-0ba0485f529b.png\" \/><\/figure><p>This should give you exactly what you are needing.<\/p><p>\u00a0<\/p><p>Regards,<\/p>","url":"\/ticket-workflow-management-11379\/notifications-when-a-ticket-bounces-between-groups-40060?postid=98284#post98284","creationDate":"2024-10-07T20:08:08+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98284,"author":{"id":33054,"url":"\/members\/eeha0120-33054","name":"eeha0120","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png","userTitle":"Skilled Expert","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png","name":"Skilled Expert"},"userLevel":7,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Helping Hand","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/188d30dc-d093-4012-86d5-7312e11ea61c_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Smooth talker (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a2b87503-87d0-49e5-895a-55531f6f021e_thumb.png"},{"title":"Helping Hand (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/0d140acd-2d7a-4583-9388-124423452c54_thumb.png"},{"title":"Helping Hand (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/7db315cb-fa10-4d6c-8fb5-d5fbd3d45031_thumb.png"},{"title":"Helping Hand (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4be68781-d9ed-48f7-919b-f6e887dba342_thumb.png"},{"title":"Helping Hand (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/2d3a50af-c726-4a45-a29c-9b91fbf2d718_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"},{"title":"Wizard of Creative Thinking (25)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/bf4d6e6a-8962-4f56-9686-5ad1e104c172_thumb.png"},{"title":"Wizard of Creative Thinking (50)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/a4bd23da-e4b6-4a3f-bfb3-b9c15419286b_thumb.png"}],"isBanned":false},"content":"<p>Hi.<\/p><p>Definitely.<\/p><p>There\u2019s a metric call Group Reassign Count, and you can apply filters with it:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/93cd224d-01a9-4094-9342-83683964bb52.png\" \/><\/figure><p>\u00a0<\/p><p>And even apply Rank order:<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/4b1da0cf-df31-4c7e-97e9-8697a642d703.png\" \/><\/figure><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/78831e2c-27f6-4b7f-9d3b-0ba0485f529b.png\" \/><\/figure><p>This should give you exactly what you are needing.<\/p><p>\u00a0<\/p><p>Regards,<\/p>","url":"\/ticket-workflow-management-11379\/notifications-when-a-ticket-bounces-between-groups-40060?postid=98284#post98284","creationDate":"2024-10-07T20:08:08+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":98050,"author":{"id":58115,"url":"\/members\/jfrancis-58115","name":"JFrancis","avatar":"","userTitle":"Community Debut","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png","name":"Community Debut"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Is there away to generate a notification if a ticket bounces between groups multiple times or even away to count the number of changes that occur?<br \/><br \/><u>Example<\/u>, ticket is raised by tier 1 and sent to infrastructure\u00a0(1st change).\u00a0 Infrastructure needs additional information so they send the ticket back to tier 2 (2nd change).\u00a0 Tier 2 is unable to get the information requested so they send it incorrectly to Desktop Support (3rd change).\u00a0 Device is actually a Register so Desktop Support sends it to POS Hardware (4th change).\u00a0 POS Hardware answers the question for Infrastructure and sends the ticket back to Infrastructure (5th change).\u00a0 Infrastructure is able to fix the issue and close the ticket.\u00a0\u00a0<br \/><br \/>This is a scenario we have encountered many times, sometimes a ticket will bounce multiple times between groups.\u00a0 We need away of documenting this.<\/p>","url":"\/ticket-workflow-management-11379\/notifications-when-a-ticket-bounces-between-groups-40060?postid=98050#post98050","creationDate":"2024-10-02T14:56:28+0000","relativeCreationDate":"1 month ago"},"numberOfViews":27,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98284"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-40060 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Notifications when a ticket bounces between groups?" href="/ticket-workflow-management-11379/notifications-when-a-ticket-bounces-between-groups-40060"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jfrancis-58115" rel="noreferrer"><div class="default-avatar avatar-variant-5">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/20edde18-3c29-4bcc-ad18-6fe21537104e_thumb.png" alt="Community Debut" title="Community Debut" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jfrancis-58115">JFrancis</a></span><span class="user-title text--meta">Community Debut</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/notifications-when-a-ticket-bounces-between-groups-40060" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Notifications when a ticket bounces between groups?</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/notifications-when-a-ticket-bounces-between-groups-40060">Is there away to generate a notification if a ticket bounces between groups multiple times or even away to count the number of changes that occur?Example, ticket is raised by tier 1 and sent to infrastructure (1st change). Infrastructure needs additional information so they send the ticket back to tier 2 (2nd change). Tier 2 is unable to get the information requested so they send it incorrectly to Desktop Support (3rd change). Device is actually a Register so Desktop Support sends it to POS Hardware (4th change). POS Hardware answers the question for Infrastructure and sends the ticket back to Infrastructure (5th change). Infrastructure is able to fix the issue and close the ticket. This is a scenario we have encountered many times, sometimes a ticket will bounce multiple times between groups. We need away of documenting this.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/notifications-when-a-ticket-bounces-between-groups-40060"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">27</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/notifications-when-a-ticket-bounces-between-groups-40060?postid=98284#post98284"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/eeha0120-33054" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/b896a69a-5e1a-48cf-a66c-2bbd88827ad7.png" style="width: 100%;" title alt="eeha0120" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/1614c0e0-6203-4731-9f87-f539848f3810_thumb.png" alt="Skilled Expert" title="Skilled Expert" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/notifications-when-a-ticket-bounces-between-groups-40060?postid=98284#post98284"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":88927,"author":{"id":50727,"url":"\/members\/asadenton-50727","name":"asadenton","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d84e76ae-f7e9-45c1-b026-fcb487eab691.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Hello,<\/p><p>Our incoming tickets sent via email\u00a0default to\u00a0Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.<\/p><p>Thanks,<br \/>Asa<\/p>","url":"\/ticket-workflow-management-11379\/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710?postid=88927#post88927","creationDate":"2024-03-08T17:13:40+0000","relativeCreationDate":"8 months ago"},"isTopicUnread":true,"privateId":8269,"id":35710,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isAnswered","label":"beantwoord"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710","title":"Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?","lastPost":{"id":98162,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>As Brian has said, you can achieve what you need using automations but I would recommend you consider whether such an automation is necessary.<br \/><br \/>Every business is different so your needs may be very different to ours so I\u2019m not saying you\u2019re wrong. However we used to have\u00a0tickets created from incoming email being assigned by default to type \u2018Problem\u2019. What I then found was that our Helpdesk team weren\u2019t checking whether that was applicable when they closed a ticket. So a customer might just be asking a question or\u00a0requesting some help and it was being logged and closed as a problem.<br \/><br \/>I\u2019ve now changed it so that type is not set automatically, but then configured that field as compulsory to complete a ticket. Our team must now set the type when they pick up a ticket or when they complete it and we are getting much better analytics as a result. For our business it\u2019s important to see that differentiation because a problem suggests a fault with our systems while a request is just a customer needing help. So we can make decisions on\u00a0whether\u00a0the systems need to be improved in terms of stability or improved in terms of ease of use. Or it may be that our training needs to improve.<\/p>","url":"\/ticket-workflow-management-11379\/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710?postid=98162#post98162","creationDate":"2024-10-04T14:17:41+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98162,"author":{"id":58263,"url":"\/members\/stuartwearing-58263","name":"StuartWearing","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/6ed9cfba-c85c-4cb2-81f3-3843adf62068.png","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":2,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"},{"title":"Wizard of Creative Thinking (10)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/5983a247-38c2-465d-b9a5-94ff0bcb041b_thumb.png"}],"isBanned":false},"content":"<p>As Brian has said, you can achieve what you need using automations but I would recommend you consider whether such an automation is necessary.<br \/><br \/>Every business is different so your needs may be very different to ours so I\u2019m not saying you\u2019re wrong. However we used to have\u00a0tickets created from incoming email being assigned by default to type \u2018Problem\u2019. What I then found was that our Helpdesk team weren\u2019t checking whether that was applicable when they closed a ticket. So a customer might just be asking a question or\u00a0requesting some help and it was being logged and closed as a problem.<br \/><br \/>I\u2019ve now changed it so that type is not set automatically, but then configured that field as compulsory to complete a ticket. Our team must now set the type when they pick up a ticket or when they complete it and we are getting much better analytics as a result. For our business it\u2019s important to see that differentiation because a problem suggests a fault with our systems while a request is just a customer needing help. So we can make decisions on\u00a0whether\u00a0the systems need to be improved in terms of stability or improved in terms of ease of use. Or it may be that our training needs to improve.<\/p>","url":"\/ticket-workflow-management-11379\/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710?postid=98162#post98162","creationDate":"2024-10-04T14:17:41+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":3,"numberOfLikes":0,"relevantPost":{"id":88927,"author":{"id":50727,"url":"\/members\/asadenton-50727","name":"asadenton","avatar":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/icon\/200x200\/d84e76ae-f7e9-45c1-b026-fcb487eab691.png","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[],"isBanned":false},"content":"<p>Hello,<\/p><p>Our incoming tickets sent via email\u00a0default to\u00a0Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.<\/p><p>Thanks,<br \/>Asa<\/p>","url":"\/ticket-workflow-management-11379\/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710?postid=88927#post88927","creationDate":"2024-03-08T17:13:40+0000","relativeCreationDate":"8 months ago"},"numberOfViews":137,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98162"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-35710 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?" href="/ticket-workflow-management-11379/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/asadenton-50727" rel="noreferrer"><img src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/d84e76ae-f7e9-45c1-b026-fcb487eab691.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/icon/200x200/d84e76ae-f7e9-45c1-b026-fcb487eab691.png" style="width: 100%;" title alt="asadenton" /><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/asadenton-50727">asadenton</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Incoming email tickets - default is Incident, can we have them come in as Service Requests instead?</a><div class="tooltip tooltip--day tooltip--thread-type" title="Solved"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--thread-solved" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710">Hello,Our incoming tickets sent via email default to Incident, can we make a change and have them come in as Service Requests instead? Most of our tickets sent via email are Service Requests, so we are manually updating the type.Thanks,Asa</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 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class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top Contributor" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/incoming-email-tickets-default-is-incident-can-we-have-them-come-in-as-service-requests-instead-35710?postid=98162#post98162"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div data-preact="topic-list-view/TopicListItemView" class="" data-props="{"topic":{"firstPost":{"id":93297,"author":{"id":55048,"url":"\/members\/jamurkin-55048","name":"jamurkin","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>I have a workflow that should be triggered by a Change item being updated or created, but it doesn\u2019t seem to be working.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/49469c78-1f97-4c33-8677-5eaa9d12a21c.png\" \/><\/figure><p>\u00a0<\/p><p>At the moment, the flow should simply trigger a webhook (specifically a Power Automate flow), with it\u00a0sending some of the form information for further processing.<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3c483780-df7d-4d5b-86a1-2e6513c860a6.png\" \/><\/figure><p>I\u2019ve tried creating a new change and then updating its status, but nothing appears in the Execution Logs page.<\/p><p>\u00a0<\/p><p>Any help would be appreciated.<\/p>","url":"\/ticket-workflow-management-11379\/workflow-not-triggered-after-change-is-updated-or-created-37477?postid=93297#post93297","creationDate":"2024-07-10T10:52:02+0000","relativeCreationDate":"4 months ago"},"isTopicUnread":true,"privateId":9245,"id":37477,"type":"post","hasCurrentUserLiked":false,"isSticky":false,"features":[{"id":"isQuestion","label":"vraag"}],"forum":{"id":11379,"isIdeation":false,"url":"\/ticket-workflow-management-11379","title":"Ticket & Workflow Management","description":"Ticket & Workflow Management"},"url":"\/ticket-workflow-management-11379\/workflow-not-triggered-after-change-is-updated-or-created-37477","title":"Workflow not triggered after Change is updated or created","lastPost":{"id":98122,"author":{"id":15990,"url":"\/members\/bfish-15990","name":"bfish","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>Hi <user-mention data-id=\"55048\">@jamurkin<\/user-mention>,<\/p><p>I stumbled upon this question while looking for something else.\u00a0 I don\u2019t have a direct answer for you, but one thing you can try is to add a \u201cCreate note\u201d action before the webhook just to make sure the workflow is being triggered properly.\u00a0 If it is being triggered, then you know the issue is likely with the webhook.<\/p><p>Brandon<\/p>","url":"\/ticket-workflow-management-11379\/workflow-not-triggered-after-change-is-updated-or-created-37477?postid=98122#post98122","creationDate":"2024-10-03T15:38:53+0000","relativeCreationDate":"1 month ago"},"lastReply":{"id":98122,"author":{"id":15990,"url":"\/members\/bfish-15990","name":"bfish","avatar":"","userTitle":"Top Contributor","rank":{"isBold":false,"isItalic":false,"isUnderline":false,"avatarIcon":"cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png","name":"Top Contributor"},"userLevel":1,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"},{"title":"Salud, Ideator","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f33139e7-e77e-44db-90f1-90f9f2e24d06_thumb.png"},{"title":"Smooth talker [5]","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f15ed3b9-d6e9-46d3-839c-3e944abedf19_thumb.png"},{"title":"Wizard of Creative Thinking (5)","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/83768e86-162b-48f3-b765-e53f9c8338fb_thumb.png"}],"isBanned":false},"content":"<p>Hi <user-mention data-id=\"55048\">@jamurkin<\/user-mention>,<\/p><p>I stumbled upon this question while looking for something else.\u00a0 I don\u2019t have a direct answer for you, but one thing you can try is to add a \u201cCreate note\u201d action before the webhook just to make sure the workflow is being triggered properly.\u00a0 If it is being triggered, then you know the issue is likely with the webhook.<\/p><p>Brandon<\/p>","url":"\/ticket-workflow-management-11379\/workflow-not-triggered-after-change-is-updated-or-created-37477?postid=98122#post98122","creationDate":"2024-10-03T15:38:53+0000","relativeCreationDate":"1 month ago"},"numberOfUnreadReplies":0,"numberOfReplies":1,"numberOfLikes":0,"relevantPost":{"id":93297,"author":{"id":55048,"url":"\/members\/jamurkin-55048","name":"jamurkin","avatar":"","userTitle":"Apprentice","rank":{"isBold":true,"isItalic":false,"isUnderline":false,"avatarIcon":"c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","avatarIconUrl":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png","name":"Apprentice"},"userLevel":0,"badges":[{"title":"Lightning (Mc)Learner","url":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/f2d5151f-629d-4bfc-89c0-a8ab24f200ab_thumb.png"}],"isBanned":false},"content":"<p>Hi,<\/p><p>\u00a0<\/p><p>I have a workflow that should be triggered by a Change item being updated or created, but it doesn\u2019t seem to be working.<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/49469c78-1f97-4c33-8677-5eaa9d12a21c.png\" \/><\/figure><p>\u00a0<\/p><p>At the moment, the flow should simply trigger a webhook (specifically a Power Automate flow), with it\u00a0sending some of the form information for further processing.<\/p><p>\u00a0<\/p><figure><img alt=\"\" src=\"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/3c483780-df7d-4d5b-86a1-2e6513c860a6.png\" \/><\/figure><p>I\u2019ve tried creating a new change and then updating its status, but nothing appears in the Execution Logs page.<\/p><p>\u00a0<\/p><p>Any help would be appreciated.<\/p>","url":"\/ticket-workflow-management-11379\/workflow-not-triggered-after-change-is-updated-or-created-37477?postid=93297#post93297","creationDate":"2024-07-10T10:52:02+0000","relativeCreationDate":"4 months ago"},"numberOfViews":26,"contentType":"question","featuredImage":"","publicLabel":"","category":{"url":"\/using-freshservice-11329","categoryId":11329,"title":"Using Freshservice","metaRobots":"index, follow","type":0},"lastPostId":"98122"},"isActivityPage":null,"showUnsubscribeBtn":null,"attachmentCdn":"https:\/\/uploads-us-west-2.insided.com\/freshworks-en\/attachment\/","isGuest":true,"csrfToken":"pujf6u4SYjLmMYApgb86c_97szl1A6iWm_3l4-CNUO0","hideCategoryMetadata":false,"phrases":{"Forum":{"thread.unsubscribe":"Unsubscribe","vraag":"Question","beantwoord":"Solved","topic.list.metadata.asked.in":"asked in","topic.list.metadata.published.in":"published in","topic.list.metadata.shared.in":"shared in","topic.list.metadata.posted.in":"posted in"}}}"><div class="qa-topic-block topic-view js-thread js-thread-id-37477 topic-view--unread"><a data-track-type="click" data-element-name="Search result topic link" class="topic-view_link" aria-label="Navigate to Workflow not triggered after Change is updated or created" href="/ticket-workflow-management-11379/workflow-not-triggered-after-change-is-updated-or-created-37477"></a><div class="topic-view_header"><div class="topic-view_header-item"><div class="avatar avatar" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/jamurkin-55048" rel="noreferrer"><div class="default-avatar avatar-variant-8">J</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/c4fdcdb1-15eb-44af-849c-fcb8ae67a397_thumb.png" alt="Apprentice" title="Apprentice" /></div></a></div></div></div><div class="topic-view_header-items-gathered"><div class="topic-view_header-item"><span><a class="qa-username link--user rank--bold username hover-underline" style="color: ;" href="/members/jamurkin-55048">jamurkin</a></span><span class="user-title text--meta">Apprentice</span></div><a href="/ticket-workflow-management-11379" data-track-type="click" data-element-name="Search result topic header link" class="topic-view_header-item text--meta"><span>asked in</span> <span class="topic-view_header-item_category-link">Ticket & Workflow Management</span></a></div></div><div class="topic-view_info"><div class="topic-view_body-container"><div class="topic-view_body" role="button" tabIndex="0"><div class="thread-list-block__title"><a href="/ticket-workflow-management-11379/workflow-not-triggered-after-change-is-updated-or-created-37477" data-track-type="click" data-element-name="Search result topic title link" class="qa-topic-title thread-list-block__title-link">Workflow not triggered after Change is updated or created</a><div class="tooltip tooltip--day tooltip--thread-type" title="Question"><div class="js-tooltip-trigger" aria-haspopup="true"><i class="icon--auto-width icon--question-circle" style></i></div></div></div><p class="thread-list-block__content qa-topic-content"><a href="/ticket-workflow-management-11379/workflow-not-triggered-after-change-is-updated-or-created-37477">Hi, I have a workflow that should be triggered by a Change item being updated or created, but it doesn’t seem to be working. At the moment, the flow should simply trigger a webhook (specifically a Power Automate flow), with it sending some of the form information for further processing. I’ve tried creating a new change and then updating its status, but nothing appears in the Execution Logs page. Any help would be appreciated.</a></p></div><div class="topic-view_footer"><div><button class="thread-meta-item thread-meta-item--hover-highlight thread-meta-item--likes qa-topic-meta-likes-icon" type="button"><span class="topic__likes-count"><i class="thread-meta-item__icon icon--auto-width icon--thumb-up"></i><span class="thread-meta-item__text js-vote-count qa-topic-meta-likes-content">0</span></span></button></div><span class="thread-meta-item thread-meta-item--hover-highlight is-hidden-S"><a class="qa-topic-meta-views" data-track-type="click" data-element-name="Search result topic meta link" href="/ticket-workflow-management-11379/workflow-not-triggered-after-change-is-updated-or-created-37477"><span class="topic__views-count"><svg width="20" height="20" viewBox="0 0 20 20" class="thread-meta-item__icon icon--auto-width icon--eye"><path d="M10.0002 3.75C5.8335 3.75 2.27516 6.34167 0.833496 10C2.27516 13.6583 5.8335 16.25 10.0002 16.25C14.1668 16.25 17.7252 13.6583 19.1668 10C17.7252 6.34167 14.1668 3.75 10.0002 3.75ZM10.0002 14.1667C7.70016 14.1667 5.8335 12.3 5.8335 10C5.8335 7.7 7.70016 5.83333 10.0002 5.83333C12.3002 5.83333 14.1668 7.7 14.1668 10C14.1668 12.3 12.3002 14.1667 10.0002 14.1667ZM10.0002 7.5C8.61683 7.5 7.50016 8.61667 7.50016 10C7.50016 11.3833 8.61683 12.5 10.0002 12.5C11.3835 12.5 12.5002 11.3833 12.5002 10C12.5002 8.61667 11.3835 7.5 10.0002 7.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">26</span></span></a></span><span class="thread-meta-item thread-meta-item--comments thread-meta-item--hover-highlight"><a class="qa-topic-meta-replies-icon" data-track-type="click" data-element-name="Search result topic last post link" href="/ticket-workflow-management-11379/workflow-not-triggered-after-change-is-updated-or-created-37477?postid=98122#post98122"><span class="topic__reply-count"><svg width="14" height="14" class="thread-meta-item__icon icon--auto-width icon--comment" viewBox="0 0 12 13"><path d="M10.8 0.5H1.2C0.54 0.5 0 1.04 0 1.7V12.5L2.4 10.1H10.8C11.46 10.1 12 9.56 12 8.9V1.7C12 1.04 11.46 0.5 10.8 0.5Z" fill="currentColor"></path></svg><span class="thread-meta-item__text">1</span></span></a></span><span class="thread-meta-item thread-meta-item--last-update thread-meta-item--hover-highlight"><div class="avatar avatar--XS thread-meta-item__icon" style="float: none;"><div class="profilepicture qa-profile-picture"><a class="default-avatar-link qa-topic-meta-last-user-icon" href="/members/bfish-15990" rel="noreferrer"><div class="default-avatar avatar-variant-0">B</div><div class="profilelabel qa-profile-label"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/cc6b4106-d4de-4efd-a298-a768bdf775e0_thumb.png" alt="Top Contributor" title="Top Contributor" /></div></a></div></div><a data-track-type="click" data-element-name="Search result topic post date link" class="qa-topic-meta-last-post-date-link" href="/ticket-workflow-management-11379/workflow-not-triggered-after-change-is-updated-or-created-37477?postid=98122#post98122"><span class="thread-meta-item__text">1 month ago</span></a></span></div></div></div></div></div> <div class="thread-list-block forum-list-view-spacing forum-list-view-spacing--v-s thread-list-pagination text-center"> <div class="pagination is-hidden-mobile-only "> <ul class="pages"><li class="page tooltip tooltip--day current" data-view="Tooltip" data-data='{"disableOnMobile": true}'><a href="/ticket-workflow-management-11379/index1.html" data-page="1" class="qa-pagination-link">1</a></li><li class="page tooltip tooltip--day " data-view="Tooltip" data-data='{"disableOnMobile": true}'><a href="/ticket-workflow-management-11379/index2.html" data-page="2" class="qa-pagination-link">2</a></li><li class="page tooltip tooltip--day " data-view="Tooltip" data-data='{"disableOnMobile": true}'><a href="/ticket-workflow-management-11379/index3.html" data-page="3" 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Ew\u00e9o","userUrl":"\/members\/m-34790"}],"phrases":{"Forum":{"has earned the badge {badgetitle}":"has earned the badge {badgetitle}","Show all badges":"Show all badges"}}}"><section class="box widget widget--badges qa-widget-badges badges qa-badges-container homepage-widget-wrapper"><div class="sitewidth"><div class="col"><h3 class="widget-title widget__heading badges__heading">Badge winners</h3><div><ul track="[object Object]" class="list list--badges unpad--sidebar qa-badges-earned-list"><li><div class="user flag flag--top"><div class="flag__image"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/f15ed3b9-d6e9-46d3-839c-3e944abedf19.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/f15ed3b9-d6e9-46d3-839c-3e944abedf19.png" title="Smooth talker [5]" alt="Smooth talker [5]" /></div><div class="user_data flag__body"><a class="link username" href="/members/m-52857">Tintin</a><span class="text--meta">has earned the badge Smooth talker [5]</span></div></div></li><li><div class="user flag flag--top"><div class="flag__image"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/f33139e7-e77e-44db-90f1-90f9f2e24d06.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/f33139e7-e77e-44db-90f1-90f9f2e24d06.png" title="Salud, Ideator" alt="Salud, Ideator" /></div><div class="user_data flag__body"><a class="link username" href="/members/m-13322">joe_13322</a><span class="text--meta">has earned the badge Salud, Ideator</span></div></div></li><li><div class="user flag flag--top"><div class="flag__image"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/f2d5151f-629d-4bfc-89c0-a8ab24f200ab.png" class="lazy" data-src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/f2d5151f-629d-4bfc-89c0-a8ab24f200ab.png" title="Lightning (Mc)Learner" alt="Lightning (Mc)Learner" /></div><div class="user_data flag__body"><a class="link 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data-required="1" data-private="1" data-private-label="Private" data-private-description="Only you and moderators can see this information" class="label" for="register_customfield_5"> Company <div data-view="Tooltip" class="tooltip tooltip--day text--normal"> <span class="text--meta tooltip-trigger js-tooltip-trigger">(Private)</span> <div class="tooltip__content tooltip__content--profile js-tooltip-content"> Only you and moderators can see this information </div> </div> * </label> </div> <div class="second"> <input type="text" id="register_customfield_5" name="register[customfield][5]" data-minChar="3" data-maxChar="1000" placeholder="Add your current organization" data-labels="{"single":"{n} character left","plural":"{n} characters left"}" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" data-private="1" data-private-label="Private" data-private-description="Only you and moderators can see this information" class="label" for="register_customfield_10"> Relationship with Freshworks <div data-view="Tooltip" class="tooltip tooltip--day text--normal"> <span class="text--meta tooltip-trigger js-tooltip-trigger">(Private)</span> <div class="tooltip__content tooltip__content--profile js-tooltip-content"> Only you and moderators can see this information </div> </div> * </label> </div> <div class="second"> <select id="register_customfield_10" name="register[customfield][10]" class="userProfileFieldSelect"><option value="">--</option><option value="customer">Existing Customer</option><option value="new_to_freshworks">New to Freshworks</option><option value="partner">Freshworks Partner</option><option value="freshworks_employee">Freshworks Employee</option></select> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label" for="register_customfield_4"> Country * </label> </div> <div class="second"> <input type="text" id="register_customfield_4" name="register[customfield][4]" data-minChar="" data-maxChar="1000" placeholder="Add to meet your fellow community members!" data-labels="{"single":"{n} character left","plural":"{n} characters left"}" /> </div> </div> <div class="form__row"> <div class="first"> <label data-required="" class="label"> Which Freshworks products are you using? </label> </div> <div class="second"> <div id="register_customfield_23"><input type="checkbox" id="register_customfield_23_0" name="register[customfield][23][]" value="freshservice" /> <label for="register_customfield_23_0"> Freshservice </label><input type="checkbox" id="register_customfield_23_1" name="register[customfield][23][]" value="freshdesk" /> <label for="register_customfield_23_1"> Freshdesk </label><input type="checkbox" id="register_customfield_23_2" name="register[customfield][23][]" value="freshcaller" /> <label for="register_customfield_23_2"> Freshcaller </label><input type="checkbox" id="register_customfield_23_3" name="register[customfield][23][]" value="freshchat" /> <label for="register_customfield_23_3"> Freshchat </label><input type="checkbox" id="register_customfield_23_4" name="register[customfield][23][]" value="customer_service_suite" /> <label for="register_customfield_23_4"> Customer Service Suite </label><input type="checkbox" id="register_customfield_23_5" name="register[customfield][23][]" value="freshsales" /> <label for="register_customfield_23_5"> Freshsales </label><input type="checkbox" id="register_customfield_23_6" name="register[customfield][23][]" value="freshmarketer" /> <label for="register_customfield_23_6"> Freshmarketer </label><input type="checkbox" id="register_customfield_23_7" name="register[customfield][23][]" value="unified_crm" /> <label for="register_customfield_23_7"> Unified CRM </label></div> </div> </div> <div class="form__row"> <div class="first"> <label data-required="1" class="label required" for="register_user_password"> Password * </label> </div> <div class="second"> <input type="password" id="register_user_password" name="register[user][password]" required="required" /> </div> </div> <div class="form__row"> <div class="first choices--stacked fancyselect"> <input type="checkbox" id="register_terms" name="register[terms]" required="required" value="1" /> <label for="register_terms" class="required"> By clicking “SIGN UP”, I understand that Freshworks will process my personal information in accordance with its <a href="https://www.freshworks.com/privacy/">Privacy Notice</a> (https://www.freshworks.com/privacy/) and consent to receiving marketing communications related to Freshworks’ business, services, and events. 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justify-content: space-between; padding: 40px; } @media (max-width: 420px) { .category-widget .title { font-size: 24px; line-height: 32px; } } @media (max-width: 767px) { .custom-html-widget-with-image-wrapper .image-wrapper { display: none; } .custom-html-widget-with-image-wrapper .btn--cta { margin-top: 24px !important; width: 100%; } .custom-html-widget-with-image > div { flex-basis: 100% !important; } } @media (max-width: 1024px) { .category-widget { border-radius: 0; border-right: none; border-left: none; margin: 0; } } @media (max-width: 767px) { .category-widget .custom-html-widget-with-image { padding: 16px; } } </style>`; var template = ` <style> * { padding: 0; margin: 0; } .fit { /* set relative picture size */ max-width: 100%; max-height: 100%; } .center { display: block; margin: auto; } </style> </head> <body> <a href="http://www.freshworksrefresh2021.com/?RefId=4705010-community-refresh2021-banner" target="_blank"> <img class="center fit" src="https://dl.dropboxusercontent.com/s/q4rsilmdgljhqkk/1920x1080%20Community%20Banners-01.png?dl=0" /> </a> `; function set_body_height() { // set body height = window height $('body').height($(window).height()); } $(document).ready(function() { $(window).bind('resize', set_body_height); set_body_height(); }); var categoryCardsWidget = document.querySelector('.qa-div-main.widget-wrapper'); if (categoryCardsWidget) { var parentWidget = categoryCardsWidget.parentNode var newWidget = document.createElement("div") //newWidget.innerHTML = template //parentWidget.insertBefore(newWidget, categoryCardsWidget) } </script> <style> .Sidebarmodule .col, .Sidebarmodule .widget .box__pad.custom-link-sidebar-widget { background: #f7f7f7; border: 1px solid #D5D6DA; border-radius: 4px; padding: 20px 24px 24px; } .custom-link-sidebar-widget p { margin-top: 4px; } .custom-link-sidebar-widget .btn--cta { width: 100%; margin-top: 16px; line-height: 40px; } @media (max-width: 1024px) { .custom-link-sidebar-widget { margin-right: 16px; margin-left: 16px; margin-top: 0 !important; } } @media (max-width: 767px) { .Sidebarmodule .col, .Sidebarmodule .widget .box__pad.custom-link-sidebar-widget { padding: 20px 16px 16px; } } </style> <script> /* Sidebar widgets for product updates and ideas */ var urlMap = { 11246: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Support%20Desk' }, 11247: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshservice', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshservice' }, 11250: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshsales', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshsales' }, 11252: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Messaging', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Messaging' }, 11253: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Contact%20Center', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Contact%20Center' }, 10012: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshping', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshping' }, 11249: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshmarketer', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshmarketer' }, 11248: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshteam', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshteam' }, 11254: { ideaUrl: 'https://community.freshworks.com/ideas?filters%5BideationStatus%5D%5B0%5D=New&filters%5BproductArea%5D%5B0%5D=Freshdesk%20Customer%20Success', productUpdateUrl: 'https://community.freshworks.com/product-updates?filters%5BproductArea%5D%5B0%5D=Freshdesk%20Customer%20Success' } } if (window.inSidedData.page.name === 'Category' && window.inSidedData.content.category.id && urlMap[window.inSidedData.content.category.id]) { var ideaUrl = urlMap[window.inSidedData.content.category.id].ideaUrl var productUpdateUrl = urlMap[window.inSidedData.content.category.id].productUpdateUrl var parentNode = document.querySelector('.module.Sidebarmodule') var firstChild = parentNode.firstChild var ideaTemplate = `<div style='margin-top: 40px' class='box__content box__pad custom-link-sidebar-widget'> <h5>Product Ideas</h5> <p>Browse and vote on the latest ideas related to this product!</p> <a class='btn--cta' href=${ideaUrl}>HELP US BUILD</a> </div>` var productUpdateTemplate = `<div class='box__content box__pad custom-link-sidebar-widget'> <h5>Product Updates</h5> <p>Review the latest updates and release notes about this product!</p> <a class='btn--cta' href=${productUpdateUrl}>EXPLORE PRODUCT UPDATES</a> </div>` var newProductUpdateWidget = document.createElement("div") newProductUpdateWidget.className = 'box widget widget--html qa-widget-html' newProductUpdateWidget.innerHTML = productUpdateTemplate parentNode.insertBefore(newProductUpdateWidget, firstChild) firstChild = parentNode.firstChild var newIdeaWidget = document.createElement("div") newIdeaWidget.className = 'box widget widget--html qa-widget-html' newIdeaWidget.innerHTML = ideaTemplate parentNode.insertBefore(newIdeaWidget, firstChild) } </script> <style> #modal_login > h4 { padding-top: 10px; } .modal-login-header { font-family: "National-Book", Arial, "Helvetica Neue"; font-weight: 500; font-size: 16px; background-color: #F2F8FF; padding: 8px 16px 8px 16px; } .forgot-password-trigger { float: right; } .btn--linkedin, .qa-sso-google > div { text-transform: uppercase !important; font-family: var(--config--main-button-base-font-family); font-size: 14px !important; } .register-terms-checkbox { padding-top: 12px; } /* Normal view */ @media only screen and (min-width: 768px) { .qa-login-modal > .btn--linkedin, #modal_login > .btn--linkedin, .box__content > .btn--linkedin { float: left !important; } .btn--sso { width: 49% !important; margin-right: 5px !important; } .mfp-content { /*width: 640px !important; */ padding-top: 56px !important; padding-left: 56px !important; padding-right: 56px !important; padding-bottom: 40px !important; } /* qa-login-modal */ #modal_login > h2, #modal_register > h2 { margin-bottom: 24px !important; } .seperator--text { margin-top: 24px !important; } .first.choices--stacked > #login_remember{ display:none; } #modal_login > h4 { font-size: 14px; padding-top: 20px !important; } .js-ajax-form--login > .form__row > .first, .js-ajax-form--registration > .form__row > .first{ padding:0px !important; margin-bottom: 4px; } .js-ajax-form--login > .form__row > .second, .js-ajax-form--registration > .form__row > .second{ padding-bottom:5px !important; } .js-ajax-form--login > .box--blend { display: none !important; } .js-ajax-form--login > #login_submit{ margin-bottom: 24px; } } /* Mobile view */ @media only screen and (max-width: 520px) { .modal-login-header{ /* text-align: center; */ } .mfp-container.mfp-s-ready.mfp-inline-holder { padding: 0px !important; } .mfp-container > .mfp-content { margin-bottom: 100px; border-radius: unset !important; padding-left: 16px !important; padding-right: 16px !important; padding-top: 24px !important; padding-bottom: 24px !important; } .qa-register-modal > h2, .qa-login-modal > h2 { font-size: 21px; font-weight: 800; } } </style> <script> /* * Modal changes */ // Remove native SAML button and add inject at the bottom instead $('a.qa-sso-saml_v2').remove(); $('form.js-ajax-form--login').after('<a href="/ssoproxy/login?ssoType=saml"><button type="submit" class="btn--full-width" style="cursor: pointer; text-transform: uppercase; border:none; background-color: transparent; color: #3973e6ff;">Login for Freshworks Employees</button></a>'); // Remove remember me checkbox $('label[for="login_remember"]').remove(); // Phrase overrides $('.qa-login-modal > .seperator--text').html('<span>or use your username</span>'); $('.qa-register-modal > #modal_login > h4').html('Social Sign Up'); $('.qa-register-modal > #modal_login > .btn--linkedin').text('Sign up with Linkedin'); $('.qa-register-modal > #modal_login > div:nth-child(3) > a > div:nth-child(2)').text('Sign up with Google'); $('#register_submit').text('SIGN UP'); // Add new unique identifiers for CSS purposes $('a[data-modal="forgot"]').addClass('forgot-password-trigger'); $('#modal_login > form > div:nth-child(3) > div.first > label').addClass('forgot-password-label'); $('label[for="register_terms"]').addClass('register-terms-checkbox'); // Move the forgotten password link var forgot = $('a[data-modal="forgot"]'); $('.forgot-password-label').before(forgot); // Set custom placeholders $('#register_user_username').attr('placeholder', 'This is the name people will know you by in the community'); $('#register_user_email').attr('placeholder', 'Add in your work email address'); $('#register_user_password').attr('placeholder', 'Create password'); </script> <script> /* Promotional Widgets for pages*/ if (inSidedData.content.category.id == 11246 || inSidedData.content.category.id == 11239) { //checks category ids to show/not show // Make the widget visible $('#happy-hour-colin').removeClass().removeAttr('style'); //include style="display:none;" on HTML widget to initiate dyanmic content } else if (inSidedData.content.category.id == 11240 || inSidedData.content.category.id == 11197 || inSidedData.content.category.id == 11248 || inSidedData.content.category.id == 11247) { //EE page ID // Make the widget visible $('#freshdesk-customer-spotlight').removeClass().removeAttr('style'); } else if (inSidedData.content.category.id == 11241 || inSidedData.content.category.id == 11260 || inSidedData.content.category.id == 11250) { //CRM page ID // Make the widget visible $('#freshdesk-customer-spotlight').removeClass().removeAttr('style'); } </script>  <script> // Remove default footer //$('.Template-footer').remove(); </script> <style> .logo-insided { display:none !important; } </style> <style> .login-prompt-wrapper { background: rgba(38, 38, 39, 0.8); height: 100%; left: 0; position: fixed; text-align: center; top: 0; width: 100%; z-index: 9999; } .login-prompt-wrapper .login-prompt-content { background: #ebeff2; height: 69%; left: 50%; /*padding: 72px 32px;*/ position: absolute; top: 50%; transform: translate(-50%, -50%); width: 328px; overflow-y: auto; max-height: 669px; } @media (min-width: 768px) { .login-prompt-wrapper .login-prompt-content { padding: 50px 72px 40px 72px; width: 610px; } } @media (max-width: 768px) { .login-prompt-image-footer { /*display: none;*/ } } .login-prompt-wrapper .login-prompt-image { height: auto; margin-top: 15%; width: 80%; } .login-prompt-wrapper .login-prompt-image-footer { /*height: 55.4px; margin-bottom: 40px; margin-left: -72px !important; margin-bottom: -86px !important;*/ width: 100%; position: absolute; left: 0; bottom: 0; } .login-prompt-image-footer{ padding-top: 1%; } .login-prompt-wrapper .login-prompt-title { color: #262627; font-size: 24px; font-weight: normal; line-height: 32px; margin-bottom: 40px; } .login-prompt-wrapper .cta-access-account { margin-bottom: 32px; width: 90%; padding: 20px; font-size: 22px; text-transform: none; border-radius: 8px; } .login-prompt-wrapper .login-prompt-close-button { background: transparent; border: none; cursor: pointer; position: absolute; right: 14px; top: 14px; } .login-prompt-wrapper .login-prompt-signup { font-size: 21px; font-weight: normal; line-height: 24px; letter-spacing: -1px; } .login-prompt-signup .btn_login { font-size: 21px; } #login-prompt-content:focus-visible { outline: transparent; } .login-prompt-image, .login-prompt-title, .login-prompt-signup, .freshworks-signup { position: relative; z-index: 1; } #btn-close-login { z-index: 1; } </style> <script> const sessionStorage = window.sessionStorage; const CLOSED_ONCE_KEY = "community-closed-login"; let firstFocusableElement, lastFocusableElement; const closeSVG = ` <svg width="14" height="14" viewBox="0 0 14 14" fill="none" xmlns="http://www.w3.org/2000/svg"> <path d="M1 1L13 13" stroke="#898989" stroke-width="2"/> <path d="M13 1L1 13" stroke="#898989" stroke-width="2"/> </svg> `; function setCookie(cname, cvalue, exdays) { const d = new Date(); d.setTime(d.getTime() + exdays * 24 * 60 * 60 * 1000); let expires = "expires=" + d.toUTCString(); document.cookie = cname + "=" + cvalue + ";" + expires + ";path=/"; } function getCookie(cname) { let name = cname + "="; let decodedCookie = decodeURIComponent(document.cookie); let ca = decodedCookie.split(";"); for (let i = 0; i < ca.length; i++) { let c = ca[i]; while (c.charAt(0) == " ") { c = c.substring(1); } if (c.indexOf(name) == 0) { return c.substring(name.length, c.length); } } return ""; } function createPromptLogin() { const loginPrompt = document.createElement("div"); loginPrompt.className = "login-prompt-wrapper"; loginPrompt.setAttribute("role", "dialog"); const loginPromptContent = document.createElement("div"); loginPromptContent.className = "login-prompt-content"; loginPromptContent.setAttribute("id", "login-prompt-content"); loginPromptContent.setAttribute("tabindex", "0"); const image = document.createElement("img"); image.src = "https://uploads-us-west-2.insided.com/freshworks-en/attachment/7572f011-06cb-4d87-bb2c-ffa83c8462b4.png"; image.className = "login-prompt-image"; const image2 = document.createElement("img"); image2.src = "https://uploads-us-west-2.insided.com/freshworks-en/attachment/98560360-593b-4b45-ad54-f2c5dc1ff970.png"; image2.className = "login-prompt-image-footer"; const title = document.createElement("p"); title.className = "login-prompt-title"; title.innerHTML = '<br><br><p style="font-size: 29px; letter-spacing:-1px; width:95%; margin-left:15px; margin: auto;">Penny for your thoughts? <br>The Community would love to hear from you.</p>'; const cta = document.createElement("a"); cta.className = "btn btn--cta cta-access-account freshworks-signup"; cta.href = "#"; cta.innerHTML = "SIGN UP FOR FREE"; cta.setAttribute("tabindex", "0"); const closeBtn = document.createElement("button"); closeBtn.className = "login-prompt-close-button"; closeBtn.innerHTML = closeSVG; closeBtn.setAttribute("id", "btn-close-login"); closeBtn.setAttribute("tabindex", "0"); closeBtn.addEventListener("click", function () { window.removeEventListener("keydown", checkTab); sessionStorage.setItem(CLOSED_ONCE_KEY, true); loginPrompt.parentNode.removeChild(loginPrompt); }); const signUp = document.createElement("div"); signUp.className = "login-prompt-signup"; signUp.innerHTML = `Already have an account? <a href="/member/login" class="btn_login js-open-modal freshworks-login" data-modal="login"><u>Log in.</u></a>`; loginPromptContent.appendChild(image); loginPromptContent.appendChild(title); loginPromptContent.appendChild(cta); loginPromptContent.appendChild(signUp); loginPromptContent.appendChild(closeBtn); loginPromptContent.appendChild(image2); loginPrompt.appendChild(loginPromptContent); return loginPrompt; } function createAndShowPromptLogin() { // Modal will only be shown if the cookie is not set, user gets 3 day period of not seeing if already shown var days = 3; if (getCookie("modal-open") != 1) { const containerElement = document.querySelector("main.body-wrapper"); const promptLogin = createPromptLogin(); containerElement.appendChild(promptLogin); document.getElementById("login-prompt-content").focus(); setCookie("modal-open", "1", days); } } function initTabControl() { firstFocusableElement = document.getElementById("login-prompt-content"); lastFocusableElement = document.getElementById("btn-close-login"); window.addEventListener("keydown", checkTab); } function checkTab(e) { let isTabPressed = e.key === "Tab" || e.keyCode === 9; if (!isTabPressed) return; if (document.activeElement === lastFocusableElement) { firstFocusableElement.focus(); e.preventDefault(); } } function getTimeLeft(currentSeconds, previousSeconds, maxSeconds) { return maxSeconds - (currentSeconds - previousSeconds); } function wasLoginClosed() { const closed = sessionStorage.getItem(CLOSED_ONCE_KEY); return closed !== null && closed; } // Mutator observer to check for changes in the login modal and kick of SSO flow function callback(mutationList, observer) { // Initialise click event for signup button $("a.freshworks-login").on("click", function (e) { e.preventDefault(); $(".login-prompt-close-button").click(); //$('.header-login-button').click(); // $("#custom-btn2 > span:nth-child(2)").click(); }); // Initialise click event for register button $("a.freshworks-signup").on("click", function (e) { e.preventDefault(); $(".login-prompt-close-button").click(); $(".header-login-button").click(); $("#modal_login > div.modal-login-header > a").click(); }); } // TODO: maybe try to narrow the focus here const targetNode = document.querySelector(".body-wrapper"); const observerOptions = { childList: true, //attributes: true, // Omit (or set to false) to observe only changes to the parent node //subtree: true }; const observer = new MutationObserver(callback); observer.observe(targetNode, observerOptions); (() => { if ( !window.inSidedData || !!window.inSidedData.user.userid || wasLoginClosed() ) return; const TIMER_KEY = "community-login-timer"; const TIMER_INTERVAL_IN_SECONDS = 150; const currentSeconds = new Date() / 1000; let savedTimer = sessionStorage.getItem(TIMER_KEY); if (!savedTimer) { sessionStorage.setItem(TIMER_KEY, currentSeconds.toString()); savedTimer = new Date() / 1000; } const timeLeft = getTimeLeft( currentSeconds, savedTimer, TIMER_INTERVAL_IN_SECONDS ); setTimeout(function () { createAndShowPromptLogin(); initTabControl(); sessionStorage.removeItem(TIMER_KEY); }, timeLeft * 1000); })(); </script>  <script> /* Page specific banners */ var template = `<div class='custom-html-widget-with-image-wrapper category-widget' "unregisted-widget" style="color:white;"> <a href="https://community.freshworks.com/guide-to-getting-started-11281/welcome-to-the-community-collective-become-a-guest-contributor-and-enjoy-a-host-of-benefits-25348/?tactic_id=5122664&utm_source=Community" target="_blank"><img src="https://uploads-us-west-2.insided.com/freshworks-en/attachment/9230485c-c8b8-4be1-834d-8af7fbefbdd2.png" style="max-width:100%;"></a> </div> <style> .category-widget { /* display: none; 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