[ 1 Connect Freshservice with Devo SOAR ] [ 2 Actions for Freshservice ] [ 2.1 Create Ticket ] [ 2.1.1 Input Field ] [ 2.1.2 Output ] [ 2.2 Get Ticket By ID ] [ 2.2.1 Input Field ] [ 2.2.2 Output ] [ 2.3 Close Ticket ] [ 2.3.1 Input Field ] [ 2.3.2 Output ] [ 3 Release Notes ]

Freshservice is a cloud based IT service management software for service desk with an automation tool to manage incidents, assets and other facilities.

Connect Freshservice with Devo SOAR

Navigate to Automations > Integrations.
Search for Freshservice.
Click Details, then the + icon. Enter the required information in the following fields.
Label: Enter a connection name.
Reference Values: Define variables here to templatize integration connections and actions. For example, you can use https://www.{{hostname}}.com where, hostname is a variable defined in this input. For more information on how to add data, see 'Add Data' Input Type for Integrations.
Verify SSL: Select option to verify connecting server's SSL certificate (Default is Verify SSL Certificate).
Remote Agent: Run this integration using the Devo SOAR Remote Agent.
Server URL: The Server URL to connect to the Freshservice. Example: https://domain.freshservice.com.
API Key: The API Key to connect to the Freshservice.
After you've entered all the details, click Connect.

Actions for Freshservice

Create Ticket

Create a new ticket in your service desk. For detailed documentation please visit: https://api.freshservice.com/v2/#create_ticket

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required

Input Name	Description	Required
Requester	Jinja-templated text containing the email id of Requester.
Example: {{email_column}}.	Required
Group ID	Jinja-templated text containing ID of the group.
Example: {{column1}}.	Required
Subject	Jinja-templated text containing subject of the ticket.
Example: {{column1}}, {{column2}}.	Required
Description	Jinja-templated text containing description of the ticket.
Example: {{column1}}, {{column2}}.	Required
Assignee	Jinja-templated text containing responder id of the ticket.
Example: {{responder_id_column}}.	Optional

To get a user ID, use the inspect element feature of Google Chrome.

Input Name	Description	Required

Input Name	Description	Required
Cc Emails	Jinja-templated text containing comma separated email address added in the 'cc' field of the incoming ticket email.
Example: {{column1}}, {{column2}}.	Optional
Status	Select status of the ticket (Default is Open).	Optional
Priority	Select Priority of the ticket (Default is Medium).	Optional
Custom Fields	Jinja-templated text with key value pairs containing the names and values of custom fields.
Example: {"Key1": "{{column1}}", "Key2":"{{column2}}"}.	Optional
Attachment	Jinja-templated text containing the file id of attachment.
Example: {{file_id_column}}.	Optional
Assets	Jinja-templated text containing the list of assets associated with the ticket.
Example: [{ "display_id": {{column1}} }, { "display_id": {{column2}} }].	Optional
Optional Parameters	Jinja-templated text containing the optional parameters.
Example: {"urgency": 1, "impact": {{impact_column}}}.	Optional

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: Ticket details.

``` {json}{ "ticket": { "cc_emails": [ "abc@logichub.com" ], "fwd_emails": [], "reply_cc_emails": [ "abc@logichub.com" ], "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": 1804536823, "priority": 1, "requester_id": 186754729, "responder_id": null, "source": 2, "status": 2, "subject": "qabc_Test5", "to_emails": null, "department_id": null, "id": 51, "type": "Incident", "due_by": "2021-01-28T16:48:06Z", "fr_due_by": "2021-01-21T13:48:06Z", "is_escalated": false, "description": "d", "description_text": "d", "category": null, "sub_category": null, "item_category": null, "custom_fields": { "cust1": "custom1111" }, "created_at": "2021-01-18T16:48:06Z", "updated_at": "2021-01-18T16:48:06Z", "tags": [], "attachments": [ { "id": 18000073324, "content_type": "image/png", "size": 3048, "name": "1.png", "attachment_url": "https://logichub.attachments.freshservice.com/data/helpdesk/attachments/production/18000073324/original/1.png?Expires=1611074888&Signature=N4n6vwEyMuUhXXm9fHKkpt3chl0vs-8-2Nw3O3We1rI7TNAO2wppnTL8HZhKTZXB2808ZcnmCuFHdjWiSetCccRjYM0G~Aq5QQdwoBeKBSj~L7ifqXSMxqtMd7yu~wKEdk43xtcm-oPFbvZ9BFoC6ZYd5R8Q2jWtxhm4S~K-EwOnl-zRC3GHCQUNewqHlE~Q5TuYzFx5Cwu2dPE3xpsn1aDoi5YHFgzxyBlH9IoaqrDHv1IpPH4HUmwR8Svh3i1kLcpQ58iUyrEu4mIlYKVq~Lb6PejSJzkD2oWqwrC0tKVPRqlrF~1YH3cOe2WKczK0gNht8i08pdMrVDbxj2UHaA__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ", "created_at": "2021-01-18T16:48:08Z", "updated_at": "2021-01-18T16:48:08Z" } ], "assets": [ { "name": "Dell Monitor", "description": null, "ci_type_id": 180045402124, "impact": 1, "created": "2021-01-16T08:28:36-05:00", "updated": "2021-01-16T08:28:36-05:00", "user_id": null, "department_id": null, "assigned_on": null, "agent_id": null, "author_id": 145254730, "author_type": "User", "deleted": false, "display_id": 2, "salvage": null }, { "name": "Andrea's Laptop", "description": null, "ci_type_id": 18656102137, "impact": 2, "created": "2021-01-16T08:28:36-05:00", "updated": "2021-01-16T08:28:36-05:00", "user_id": 5454, "department_id": null, "assigned_on": null, "agent_id": null, "author_id": 18000254730, "author_type": "User", "deleted": false, "display_id": 1, "salvage": null } ] }, "error": null, "has_error": false }


## Get All Tickets

List all the tickets. Use filters to view only specific tickets (those which match the criteria that you choose). By default only tickets that have not been deleted or marked as spam will be returned, unless you use the 'deleted' filter.

### Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

| Input Name | Description | Required |
| : --------  | : --------  | : --------  |
| Requester | Jinja-templated text containing the email id of Requester.  
Example: {{email_column}}. | Optional |
| Predefined Filters | Select predefined filters (Default is No Filter). | Optional |
| Updated Since | Jinja-templated text containing `updated since` time.  
Example: 2021-01-17T02:00:00Z. | Optional |
| Type | Jinja-templated text containing the type of the ticket.  
Example: {service_request_column}}. | Optional |
| Sort By | Select sorting order (Default is Descending). | Optional |
| Embed | Select embed (Default is None). | Optional |


### Output

A JSON object containing multiple rows of result:

- has_error: True/False
- error: message/null
- result: List of tickets.


``` {json}{
  "category": null,
  "cc_emails": [],
  "created_at": "2021-01-18T12:13:38Z",
  "custom_fields": {
    "cust1": null
  },
  "deleted": false,
  "department_id": null,
  "description": "",
  "description_text": "",
  "due_by": "2021-01-20T19:00:00Z",
  "email_config_id": null,
  "error": null,
  "fr_due_by": "2021-01-18T21:00:00Z",
  "fr_escalated": false,
  "fwd_emails": [],
  "group_id": null,
  "has_error": false,
  "id": 39,
  "is_escalated": false,
  "item_category": null,
  "priority": 2,
  "reply_cc_emails": [],
  "requester": {
    "email": "vsv@logichub.com",
    "id": 18000254729,
    "mobile": null,
    "name": "fadf dgdg",
    "phone": "8989998989"
  },
  "requester_id": 18000254729,
  "responder_id": null,
  "source": 2,
  "spam": false,
  "status": 2,
  "sub_category": null,
  "subject": "Request for vsvvsv : ID Card",
  "to_emails": null,
  "type": "Service Request",
  "updated_at": "2021-01-18T12:13:38Z"
}

Get Ticket By ID

Get the ticket details by its id.

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required

Input Name	Description	Required
Ticket ID	Column name from parent table to lookup value of the id of the ticket.	Required
Embed	Select embed (Default is None).	Optional

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: Ticket details.

``` {json}{ "ticket": { "cc_emails": [], "fwd_emails": [], "reply_cc_emails": [], "fr_escalated": false, "spam": false, "email_config_id": null, "group_id": null, "priority": 2, "requester_id": 18000254729, "responder_id": null, "source": 2, "status": 2, "subject": "Request for ssss : ID Card", "to_emails": null, "sla_policy_id": 18000002328, "department_id": null, "id": 39, "type": "Service Request", "due_by": "2021-01-20T19:00:00Z", "fr_due_by": "2021-01-18T21:00:00Z", "is_escalated": false, "description": "", "description_text": "", "custom_fields": { "cust1": null }, "created_at": "2021-01-18T12:13:38Z", "updated_at": "2021-01-18T12:13:38Z", "urgency": 1, "impact": 1, "category": null, "sub_category": null, "item_category": null, "deleted": false, "attachments": [], "conversations": [], "approval_status": null, "approval_status_name": "Not Requested" }, "error": null, "has_error": false }


## Add/Update Note

Add a note to ticket or update a note if conversation id provided.

### Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

| Input Name | Description | Required |
| : --------  | : --------  | : --------  |
| Ticket ID | Column name from parent table to lookup value of the id of the ticket. | Required |
| Conversation ID | Column name from parent table to lookup value of the id of the conversation, If this value is provided note will be updated. | Optional |
| Body | [Jinja-templated](doc:jinja-template) text containing the content of the note.  
Example: {{column_service}}, {{column_request}}. | Optional |


### Output

A JSON object containing multiple rows of result:

- has_error: True/False
- error: message/null
- result: Conversation details.


``` {json}{
  "conversation": {
    "id": 18000370880,
    "incoming": false,
    "private": false,
    "user_id": 18000254729,
    "support_email": null,
    "body": "updated by Indra",
    "body_text": "updated by Indra",
    "ticket_id": 52,
    "to_emails": [],
    "attachments": [],
    "created_at": "2021-01-18T16:56:33Z",
    "updated_at": "2021-01-18T16:56:33Z"
  },
  "error": null,
  "has_error": false
}

Close Ticket

Close a ticket by its id

Input Field

Choose a connection that you have previously created and then fill in the necessary information in the following input fields to complete the connection.

Input Name	Description	Required

Input Name	Description	Required
Ticket ID	Column name from parent table to lookup value of the id of the ticket.	Required

Output

A JSON object containing multiple rows of result:

has_error: True/False
error: message/null
result: Ticket details.

{json}{ "ticket": { "cc_emails": [ "sdsdd@sdsd.com" ], "fwd_emails": [], "reply_cc_emails": [ "sdsdsd@dsdsd.com" ], "spam": false, "email_config_id": null, "fr_escalated": false, "group_id": 18000036823, "priority": 1, "requester_id": 18000254729, "responder_id": null, "source": 2, "status": 5, "subject": "sub", "description": "<div>desa</div>", "description_text": "desa", "category": null, "sub_category": null, "item_category": null, "custom_fields": { "cust1": "custom1111" }, "id": 32, "type": "Incident", "to_emails": null, "department_id": null, "is_escalated": false, "tags": [], "due_by": "2021-01-28T13:53:42Z", "fr_due_by": "2021-01-20T19:53:42Z", "created_at": "2021-01-17T20:06:21Z", "updated_at": "2021-01-18T13:53:42Z", "attachments": [ { "id": 18000072865, "content_type": "application/octet-stream", "size": 89830, "name": "e44f4f8a484742d68d3df63a21519660", "attachment_url": "https://logichub.attachments.freshservice.com/data/helpdesk/attachments/production/18000072865/original/e44f4f8a484742d68d3df63a21519660?Expires=1611075452&Signature=nnFTCBlA1z0jnDFvElD2-lqsKgTwxUqc7JPE5yNtbcXtnC5PjeSKv8BEIpsLPxUB0~nG8omyjDz6uwiMO3gsCDnt7gWbXbGj1uCjnjcIX4koy0Z~Z9~sAFi0y2tYDB0SgY6lsUnu4Klirs4KL8db6bPinq7BDdGP~hNzh6kQ-51lD4AXqa9hWBJowBCC0Pf~Fhe7cVzIxlU14GRbdIkt~F-H0vNZJ0Xpq6SxzYBtlzjS6ajHWj3qmRbo889hOLfEbeQW6fuYHWtjdNsIxPkgZQ4bAcvwu7C-qZDcTq52bcD8wESsF1ykEG1Em04yaOL15O3QXHqaKpV8~I8QTS2g1A__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ", "created_at": "2021-01-17T20:07:45Z", "updated_at": "2021-01-17T20:07:45Z" } ] }, "error": null, "has_error": false }

Release Notes

v2.0.0 - Updated architecture to support IO via filesystem