Freshservice Integration
- Muthu Sankaralingam
- Karl Henselin
- Chandresh Patel
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.
API KEY
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.
Roles
To assign the correct role for the integration agent, please follow the below steps
From the home screen, click the Admin
Under User Management, click the Agents
Select the agent setup for FlexDeploy integration
Click Edit Agent
Scroll down to Roles section and click Associate Roles. Use Problem Manager (Out of Box) role which elevates the user to create Change Request and Incident as well. If there is any custom roles setup in your organization, you can use that as well. Please make sure the role has access to create Change and Incident.
Now setup this user in FlexDeploy and you are all set.
Freshworks Freshservice Instance Properties
Property | Type | Description |
|---|---|---|
Freshservice URL | String | Freshservice URL (https://<your_helpdesk_domain_name>.http://freshservice.com ) |
Freshservice API Key | String | 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 Script | String | 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:
If you want to see values that can be used, enable |
Rejected Check Script | String | 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 Script | String | 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 poll | Boolean | Disable automatic polling (every minute) of Freshservice tickets for status changes. Check if using REST API to communicate status changes to FlexDeploy. |
Freshservice Requester Id | String | Freshservice agent id for API access(should be a number) |
Freshworks Freshservice Ticket Fields
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 |
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