Last updated: 2025-05-21

Source: https://support.freshdesk.com/support/solutions/articles/50000002102-automatically-create-new-service-tasks-for-specific-tickets

``` Note: Field Service Management (FSM) was initially launched as an add-on feature. However, after careful evaluation, we have decided to discontinue it.

Existing customers currently using FSM will continue to have access, and the product will be maintained in its current state. However, no further enhancements will be made, and FSM will no longer be available to customers who signed up after May 5, 2023. ```

For tickets with certain properties, you may wish to automatically create service tasks. To do so, you’ll need to access Admin → Workflows → Automations → Tickets

  • Click on New Rule from the Ticket Updates tab and give your rule a name
  • Set up conditions that act as a trigger for this particular rule.

    • - When an action is performed by an " Agent" or " Agent or Requester"

    - Select the field you want from the dropdown list for which you wish to create service tasks. This can include custom ticket properties as well. Specify the parameter to match.

  •  Configure the actions to be executed on the ticket once the conditions you set are met.

    • - To create new service tasks, for this rule select “Trigger a Webhook” from the drop-down.

    - Ensure Request Type is POST

    - URL should be yourhelpdesk.freshdesk.com/api/v2/tickets and enter your API key in the textbox

    - Enter this code under the Content box

    ```generic

    ```

    Generic

  • Once you’ve finished setting up all the conditions and actions, click Preview and Save.
  • Check the auto-generated summary and click on “Save and Enable” to enable this rule for your helpdesk.

    • Note: responder\_id, appointment\_start\_time and appointment\_end\_time can be left as null

    Example: For tickets from Acme Inc. or Chronus, when an agent updates the " Ticket Type" to "Dispatch Field Tech", we need to automatically create service tasks. Here's how we can set up the rule:

    _Image 1: Rule Name, Summary and Trigger_

    _Image 2: Conditions and Actions_

    _Image 3: Configuring the webhook_

    Note:

  • This API request must have the parent\_id parameter. Parent\_id is the ID of the parent ticket to which the service task is attached.
  • It is mandatory that the value of the ‘Type’ created parameter is ‘Service Task’ in the webhook code entered.
  • A maximum of 10 service tasks can be created for a parent ticket.
  • Please refer to our FSM API documentation for further details.