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.

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.

Create Issue Tracking Instance

Property Name	Property Code	Required	Description

Property Name	Property Code	Required	Description
Freshservice URL	FDFS_URL	Yes	Freshservice URL (https://<your_helpdesk_domain_name>.http://freshservice.com )
Freshservice API Key	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 Script	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: TICKET - an object with fields (JSON) contained in the change ticket, as returned by the Freshservice REST API. Fields are referenced as TICKET.<field name>.<sub-field name> FD_ENVIRONMENT_CODE - The environment for a particular deployment request or associated pipeline stage. If you want to see values that can be used, enable `FINEST` log level for `flexagon.fd.model.integration.cms.CMSScript` using Admin Operations.
Rejected Check Script	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: TICKET - an object with fields (JSON) contained in the change ticket, as returned by the Freshservice REST API. Fields are referenced as TICKET.<field name>.<sub-field name> FD_ENVIRONMENT_CODE - The environment for a particular deployment request or associated pipeline stage.
Additional Info Script	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: TICKET - an object with fields (JSON) contained in the change ticket, as returned by the ServiceNow REST API. Fields are referenced as TICKET.<field name>.<sub-field name> FD_ENVIRONMENT_CODE - The environment for a particular deployment request or associated pipeline stage.
Don't poll	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 Id	FDFS_REQUESTER_ID	No	Freshservice agent id for API access(should be a number)

Freshworks Freshservice Available TICKET Variables

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

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 Freshservice Change Management Instance on your parent folder. Change management configurations are inherited by sub-folder and projects. This configuration will allow you to integrate Freshservice 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 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.