Missing field in Freshdesk connectors - group

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Posted on by Marnott

The current Freshdesk connectors require another field before they are usable. At present they all fail.

There is a "group_id" field missing from both the "Update a ticket" and "Create a ticket" flow actions.

Below is the result on any flows trying to use these.

{
"description": "Validation failed",
 "errors": [
 {
 "field": "group_id",
 "message": "It should be a/an Positive Integer",
 "code": "missing_field"
 }
 ]
}

Any assistance in making this function would be appreciated. This issue is preventing many potential Flows from even starting as we are stuck on step 1.

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Using connectors

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v-alzhan-msft Microsoft Employee on at

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Hi @Marnott ,

Could you please share a screenshot of the configuration of your flow and run history of the flow when the flow is run failed?

Best regards,

Alice

Community Support Team _ Alice Zhang
If this post helps, then please consider Accept it as the solution to help the other members find it more quickly.
Marnott 6 on at

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Thanks Alice.

It's just a test flow to validate it works. So it's very basic.
If an email is received by <specific address> create a ticket in their name, with the subject and body included.

Names removed.
Marnott 6 on at

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Hi Alice,

Is there anything else I can provide that may assist you with this issue?
rayray2019 4 on at

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@Marnott - did you get this working? I can edit the json outside of flow but once I do that I can no longer edit inside of flow.
The issue is if in Freshdesk - you ticket field Group as mandatory - the api needs to pass it otherwise it will fail with that error.

As soon as I edit the JSON outside of the flow my flow works fine. When setting the group_id it needs to an integer so the unique code of your group - you can find this in admin > support groups.

Can @v-alzhan-msft or someone from the Microsoft Community edit this connector to allow us to post the Group_ID field - this is one of the basic ticket fields in Freshdesk.
Community Power Pla... Microsoft Employee on at

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Have microsoft been able to address this issue in the FreshDesk connector.

The freshdesk makes no reference to the group_id in the api to create a ticket.
but when trying to create a ticket using the freshdesk connector in powerapps, it returns the message group_id missing field.

Maybe freshdesk have changed the api, and the connector needs updating, but their site does not mention this.

also, trying to add a field group_id gives me validation errors and wont proceed in powerapps.
its stuck in the middle with nowhere to go.
thanks
Marnott 6 on at

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Hi Steve.

Yes, Freshdesk support helped me with this.

In the admin settings for ticket creation (I can't remember exactly where it is). There is an option that groups must be set when creating a ticket.

Disable this and the connector works.
Community Power Pla... Microsoft Employee on at

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many thanks, freshdesk have just confirmed the same in the last 30 minutes.
they can actually disable this behind the scenes in the api, so that it wont require it.

as an aside, It would be good if the connector supported the update of more fields though.
AO-20030854-0 2 on at

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Hi,

I encountered the same issue before, and I found a solution that worked for me! You can navigate to Admin -> Ticket Fields in Freshdesk and locate the problematic field, such as "group_id" in your example.

Once you find it, you can disable the "Required when submitting the ticket" option for that field. After doing this, the "Create a ticket" and "Update a ticket" flow actions should work without issues.

I can’t believe I didn’t think of this sooner—it solved the problem for me right away! Let me know if this helps.

Best regards,