Freshservice

Introduction

Freshservice is a cloud-based IT Help Desk and service management solution that enables organizations to simplify their IT operations. The solution offers features that include a ticketing system, self-service portal, and knowledge-base.

A two-way integration takes place between OpsRamp and Freshservice for incidents.

Prerequisites

• Credentials to access Freshservice
• Credentials to access OpsRamp

OpsRamp configuration

Configuration involves:

1. Installing the integration
2. Configuring the integration

Step 1: Install the integration

To install:

1. From All Clients, select a client.
2. Go to Setup > Integrations > Integrations.
3. From Available Integrations, select Collaboration > Freshservice.
4. Click Install.

Step 2: Configure the integration

Configure the following:

• Inbound
• Outbound
• Monitoring of integration
• Audit logs

Inbound

To send entities from Freshservice to OpsRamp:

1. In Authentication, configure the authentication to call Freshservice APIs.
   • Select Webhook as Authentication Type from the drop-down and click Save.
   • Make note of the Webhook URL. These values are used for creating and updating ticket in Freshservice.
2. In Map Attributes, map Freshservice attributes with OpsRamp entity attributes.
   • Select the OpsRamp entity from the drop-down menu.
   • Click Map against respective attribute, provide the mapping details, and click Save.

The following table shows the property mappings:

Outbound

To send entities from OpsRamp to Freshservice:

1. In Integration Basic Configuration, configure notification details to trigger the defined events.
   • Notification Type: REST API
   • Base URI: https://{subdomain}.com/helpdesk/tickets
   • Authentication Type: Basic
   • Click Save.
2. In Map Attributes, map OpsRamp attributes with Freshservice attributes.
   • Select the OpsRamp entity and then click Map against the required attribute.
   • Provide mapping values for the entity and click Save.
3. In Integration Events, specify details about the event. 
   An action performed on an entity is defined as an event. When an event is triggered, notifications are sent to the respective users.
   1. Provide name for the integration event.
   2. Select Service Desk, select Incident. and then select the action type.
   3. Select Parent Configuration to assign the configured basic integration details to the event.
   4. Provide the end point URL.
   5. Select the web method and provide headers and payload.
      • To add additional tokens to the payload, click on the token in the Place Holders list.
      •  A custom field that is already configured as response payload attribute for a given integration is not available for configuration in any other integrations.
        Remove the existing mapping from the integration to make the custom field available to map the response payload of any other integration.
   6. To parse a property returned in the response, select the property from the drop-down, provide the parsing value, and click Save.
4. In Verify Integration, validate whether the integration is successful.
   • Select event from the drop-down and then select the payload type.
     • JSON: Provide the JSON payloads with the values.
     • Form: Provide only the values.
   • Provide the payload/values and click Verify.
5. For Integration Failures: In the case of failure in integration, a message is sent to the configured email address. Select Email as the notification type, provide the email address, and click Save.

Integration event payloads

The following are the integration field values and event payloads for creating events.

Create ticket

Request with hard-coded values

The following is a sample request with hard-coded values:

{
	"helpdesk_ticket" : {
		"description" : "Test ticket to verify integration",
		"subject" : "Test ticket to verify integration",
		"email" : "xxx@domain.com",
		"priority" : 1,
		"status" : 2,
		"source" : 1,
		"category_92437" : "NE NOC",
		"subcategory1_92437" : "Monitoring",
		"group_id" : "25000001317"
	}
}

Request with tokens

The following is a sample request with tokens:

{
	"helpdesk_ticket" : {
		"description" : "$incident.impact",
		"subject" : "$incident.subject",
		"email" : "xxx@domain.com",
		"priority" : "[@$incident.priority.name@]",
		"status" : "[@$incident.status.name@]"
	}
}

Response

The following is a sample response:

{
	"helpdesk_ticket": {
		"cc_email": {
			"cc_emails": [],
			"fwd_emails": [],
			"reply_cc": [],
			"tkt_cc": []
		},
		"created_at": "2014-03-05T17:23:43+05:30",
		"deleted": false,
		"delta": true,
		"description": "Some details on the issue",
		"description_html": "Details on the issue",
		"display_id": 24,
		"due_by": "2014-03-05T18:23:43+05:30",
		"email_config_id": null,
		"frDueBy": "2014-03-05T17:53:43+05:30",
		"fr_escalated": false,
		"group_id": null,
		"id": 55,
		"isescalated": false,
		"notes": [],
		"owner_id": null,
		"priority": 1,
		"requester_id": 216,
		"responder_id": null,
		"source": 2,
		"spam": false,
		"status": 2,
		"subject": "Support needed..",
		"ticket_type": "Incident",
		"to_email": null,
		"trained": false,
		"updated_at": "2014-03-05T17:23:43+05:30",
		"urgent": false,
		"status_name": "Open",
		"requester_status_name": "Being Processed",
		"priority_name": "Low",
		"source_name": "Portal",
		"requester_name": "hulk",
		"responder_name": "No Agent",
		"to_emails": null,
		"department_name": null,
		"assoc_change_id": "Getting ES3 back up to speed1",
		"assoc_problem_id": null,
		"assoc_change_cause_id": null,
		"custom_field": {},
		"attachments": []
	}
}

Freshservice configuration

Workflow Automator is used to configure Freshservice.

Workflow Automator allows automation all the repetitive tasks and manual processes. These processes include assigning tickets to the right agent or team, triggering webhooks to integrate with third-party tools, and so on. With the Workflow Automator, workflows are created using simple drag and drop actions.

A workflow includes the following components:

• Event: The component defines when a workflow has to be triggered.
• Condition: The component defines the parameter(s) that needs to be validated during the execution of a workflow.
• Action: The component displays the outcome of the workflow.

Configuration involves creating the following workflow automators:

1. Creating an incident.
2. Updating an incident.

Step 1: Create incident

To configure a create incident workflow automator:

1. Log into Freshservice and go to Setting > Workflow Automator.
2. On the New Automator drop-down, click Ticket to create a workflow.
3. Provide the following required details.
   • Title: Provide a title. For example: OpsRamp Create Incident Automator
   • Description:  Description of the workflow.
     Example: This automator triggers the OpsRamp API to create an incident in OpsRamp.
4. On the Workflow Automator page, set up an event providing the following details and click Done:
   • When any of these events occur: Select Incident is Raised.
   • These events can be performed by: Select Anyone.
5. Set up a condition.
   This is where a set of parameters is provided to the workflow. The workflow, after being triggered, checks for the parameters. Upon the validation of the parameters, the workflow performs the defined action. This example does not have a condition, so that all new incidents are integrated.
6. Set up an action by clicking on the Action icon, dragging and placing next to the event, and provide the following information:
   • Perform these actions on Select Ticket.
   • Select Trigger Webhook.
   • Request Type: Select POST.
   • Callback URL: Enter an OpsRamp incident to create an API URL:
     https://{api-url}/integrations/incidentWebhook/{tenantId}/incidents?vtoken={token}
     • For example: https://api.vistanet.jp/integrations/incidentWebhook/client_1/incidents?vtoken=d75rcZ6NKdRTMlwHDRCpDqTWhqMIBpUk
     • Note: Copy the webhook URL that provides the complete URL with Tenant ID and token.
     • To copy, navigate to Setup > Integrations > Integrations > Select client > My Integrations > Webhook tab > Copy Webhook URL.
   • Requires Authentication: No
   • Encoding: JSON
   • Content as Advanced and give the following payload (Modify payload as required based on use case):

   {
   "subject" : "{{ticket.subject}}",
   "description" : "{{ticket.description}}",
   "priority" : "{{ticket.priority}}",
   "extTicketId":"{{ticket.id}}"
   }
   

   • Click Done to save the action.
7. Click Activate to save the Automator.

Step 2: Configure an update incident

To configure an update incident workflow automator:

1. Go to Settings > Workflow Automator.
2. From the New Automator dropdown, click Ticket.
3. Provide required details.
   • Title: Provide a title. For example: OpsRamp Update Incident Automator
   • Description:  Description of the workflow. For example: This Automator triggers the OpsRamp API to update an incident in OpsRamp.
4. On the Workflow Automator page, set up an event providing the following details and click Done.
   • When any of these events occur: Select Incident is Updated, Reply is sent.
   • These events can be performed by: Select Anyone.
5. Set up a Condition.
   This is where you provide a set of parameters to the workflow. The workflow, after being triggered, checks for the parameters. Upon the validation of the parameters, the workflow performs the defined action. As this example does not have any condition, all new incidents are integrated.
6. Set up an action by clicking on the Action icon, dragging and placing next to the event, and providing the following details:
   • Perform these actions on Select Ticket.
   • Select Trigger Webhook.
   • Request Type: Select POST.
   • Callback URL: Enter an OpsRamp incident to create an API URL:
     https://{api-url}/integrations/incidentWebhook/{tenantId}/incidents?vtoken={token}.
     • For example: https://api.vistanet.jp/integrations/incidentWebhook/client_1/incidents?vtoken=d75rcZ6NKdRTMlwHDRCpDqTWhqMIBpUk
       Note: Webhook URL – Copy the webhook URL that provides the complete url with tenantId and token.
     • To copy, navigate to Setup > Integrations > Integrations > Select client > My Integrations > Webhook tab > Copy Webhook URL.
   • Requires Authentication: No
   • Encoding: JSON
   • Content as Advanced and provide the following payload (Modify payload as required based on use case):

   {
   "priority": "{{ticket.priority}}",
   "status": "{{ticket.status}}",
   "extTicketId":"{{ticket.id}}",
   "response": {
   "description": "{{ticket.latest_public_comment}}"
    }
   }
   

   • Click Done to save the action.
7. Click Activate to save the Automator.