Freshservice integration requires a user with a API key with enough permissions and Requester Id to create Change Requests and Incidents. The following steps will assist you getting the integration user agent details from Freshservice to setup in FlexDeploy.
...
Preparing for Freshservice Integration with FlexDeploy
You need to create an API key for use in FlexDeploy. The API key will be encoded using base64 before used in the request to get change request or create any new request
Log into https://<domainname>.freshservice.com.
Click the profile icon
...
Click Profile Settings.
...
The API key will be encoded using base64 before used in the request to get change request or create any new request
Requester Id
The Requester Id which is the id of the user. The id is in the agent url. Browse for the agent in the UI and get it from the URL of the page that you are on.
...
Freshworks Freshservice Instance Properties
Property Name | Property Code | TypeRequired | Description | ||
|---|---|---|---|---|---|
Freshservice URL | FDFS_URL | StringYes | Freshservice URL (https://<your_helpdesk_domain_name>.http://freshservice.com ) | ||
Freshservice API KeyString | FDFS_API_KEY | Yes | API key for Freshservice Note that encrypted properties are stored in Credential Store (Local or External) and can be configured using Edit button next to credential name drop down. Alternatively, you can reuse single credential for multiple properties also, in which case you should name that credential appropriately. | ||
Approved Check ScriptString | FDFS_APPROVED_SCRIPT | No | A Groovy expressions which determines whether a task for the change ticket is approved or not. The expression must return a boolean, and has access to the following variables:
| ||
Rejected Check ScriptString | FDFS_REJECTED_SCRIPT | No | A Groovy expressions which determines whether a task for a change ticket is rejected or not. The expression must return a boolean, and as has access to the following variables:
| ||
Additional Info ScriptString | FDFS_ADDITIONAL_INFO_SCRIPT | No | A Groovy expression which determines additional information to add to an external approval when it is approved or rejected. The expression must return a Map<String, String> and have an entry with the key of "notes" for the value to get added to external approval as a task note. Script has access to the following variables:
| ||
Don't pollBoolean | FDFS_DONT_POLL | No | Disable automatic polling (every minute) of Freshservice tickets for status changes. Check if using REST API to communicate status changes to FlexDeploy. | ||
Freshservice Requester IdString | FDFS_REQUESTER_ID | No | Freshservice agent id for API access(should be a number) |
Freshworks Freshservice Ticket Fields
Within the script properties on the Freshservice Instance. The following values are available to you via the TICKET object to use in your script logic. For example, TICKETsubject would return the subject of the Freshservice change.
Field Code | Display Name | Description | Data Type | Required |
|---|---|---|---|---|
subject | Subject | A subject for the change ticket | String | No |
description | Description | A description for the change ticket | String | No |
change_type | Change Type | e.g. 2 | Long | Yes |
status | Status | e.g. 2 | Long | Yes |
priority | Priority | e.g. 2 | Long | Yes |
impact | Impact | e.g. 2 | Long | Yes |
requester_id | Requester Id | e.g. 21000602644 | Long | Yes |
risk | Risk | e.g. 2 | Long | Yes |
planned_start_date | Start Date | e.g. "2022-09-22T19:24:50Z" | String | Yes |
planned_end_date | End Date | e.g. "2022-09-22T19:24:50Z" | String | Yes |
Configure Folder for Change Management Approvals
Configure JIRA ITSM Change Management Instance on your parent folder. Change management configurations are inherited by sub-folder and projects. This configuration will allow you to integrate Jira ITSM tickets with your FlexDeploy deployment. See Configure Change Management on Folders for more details.
Linking Jira ITSM with FlexDeploy Deployments
If Auto Create Ticket, is not enabled, then user must specific the change ticket number on the deployment request. See https://flexagon.atlassian.net/wiki/spaces/FD65/pages/10125813121/Link+Change+Ticket+s+with+Deployments . Otherwise, Change Ticket field will be required in the deployment request form. When change ticket number is passed the ticket number is validated on the external application.