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Issues with FreshDesk workflows

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Posted on by sheamus

I am trying to create a VSTS work item from a fresh desk ticket, once the status of the ticket is set to 'Pending'. But I am running into two issues.

I have this entire workflow working in a workflow I created months ago, which uses the Update Ticket as the entry point. But 'Update Ticket' is not ideal because it does not fire when changing the status of the ticket.

I am trying to create a flow when a FreshDesk ticket status changes. But for some reason, it is forcing me to enter a value for the ticket ID. This doesn't make any sense, as it would require me to know the ID of the ticket before it exists. Needs TicketID????

Needs Ticket ID

After the VSTS work item is created, I would like to flag the fresh desk ticket so that future status changes will not result in duplicate work items being created. But in the Update Ticket action, it will not let me add the dynamic content TicketId. It is weird, becase in the workflow I created before (based on 'Update Ticket') it did let me get TicketId in this action.

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Building flows

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v-bacao-msft Microsoft Employee on at

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Hi @sheamus,

When you need to monitor whether the status of a Freshdesk ticket has changed, a ticket ID is required for identification.

As long as you have such a ticket in your fresh desk, you could select it directly from the drop-down list.

I have made a test on my side and don't have the issue that unable to add the dynamic content Ticket Id in the Update Ticket action.

I would be helpful if you posted full screenshot of the configuration of your flow and we would provide a proper workaround for you.

Best Regards,
Barry

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sheamus 6 on at

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I want to monitor all tickets, not a specific ticket.

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