1. In Freshservice Admin, navigate to Settings and scroll down to Automation & Productivity.
2. Click to open the Workflow Automator
3. Open the Route Tickets to Teams workflow
4. There are two conditions that look for incoming offboard and/or new hire emails*
*Offboard and new hire emails are triggered by a power automate flow
- Condition A
Ticket field subject starts with Offboard Request for
- Condition B
Ticket field subject starts with New Hire Request Submitted
5. If the either condition is matched, then it will trigger an action
- Action 1
Assign to Internal Infrastructure Team
- Action 2
Add Tasks for Infrastructure Team
- Action 3
Add Tasks for Enterprise Group
Editing Ticket Automator
1. In the workflow, click on the ellipsis to Edit. Do not deactivate.
2. Make edits or changes as necessary and click Done to save changes. No further action is needed.
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