How to configure Freshservice for integration with ONEiO

Introduction

This document shows an example of what needs to be done in Freshservice to make it integration-ready with the endpoint in your ONEiO. Note also, that the amount of fields used in integrations might vary. 

Note that Freshservice v2 API supports only Ticket type Incident. Service Request type is not supported yet. We will add the support once Freshservice makes it available.

Freshservice Endpoint Type in ONEiO does not support attachment as of now. This feature will be introduced in a later release. 

For any questions related setting up the integration, please send mail to support@oneio.cloud.

You can sign up for a free trial of ONEiO from the following link: ONEiO Free Trial

Sending messages from ONEiO to Freshservice

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ONEiO accesses Freshservice by using the Freshservice API.

Create Integration user to Freshservice

Add integration user to Freshservice. This user is used be able to create an update the entities that are integrated. Freshservice API uses API tokens instead of the password of the user. You can find the API token from User Settings

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Sending messages from Freshservice to ONEiO

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Freshservice sends messages to ONEiO with Webhooks. These webhooks are triggered by Workflow Automator.

Go to Admin -> Workflow Automator -> Tickets

Create a New Automator for ticket updates

  • Name: Send webhook to ONEiO
  • Add Event: 
    • Incident is raised OR
    • Incident is updatedmceclip4.png
  • Add Condition
    • Type is Incidentmceclip5.png
  • To "Yes" condition, add Action "Trigger Webhook"
    • Request Type: POST
    • Callback URL: 
      • For QA: https://rest-receiver-test.service-flow.com/api
      • For Production: https://rest-receiver.service-flow.com/api
    • Requires Authentication: Yes
    • Add username & password: you will receive these credentials from ONEiO UI's endpoint configuration
    • Encoding: JSON & Advanced
    • Content:
      • {
        "type": "{{ticket.ticket_type}}",
        "display_id": "{{ticket.id}}",
        "id": "{{ticket.original_id}}",
        "subject": "{{ticket.subject}}",
        "description_text": "{{ticket.description_text}}",
        "requester_name": "{{ticket.requester.name}}",
        "requester_email": "{{ticket.requester.email}}",
        "agent_name": "{{ticket.agent.name}}",
        "agent_email": "{{ticket.agent.email}}",
        "status": "{{ticket.status}}",
        "priority": "{{ticket.priority}}",
        "urgency": "{{ticket.urgency}}",
        "impact": "{{ticket.impact}}",
        "created_at": "{{ticket.created_At}}",
        "conversations": "{{ticket.original_id}}"
        }
    • mceclip6.png

 

Create a New Automator for new public notes

  • Name: Send webhook to ONEiO - New note
  • Add Event: 
    • Note added is of type Publicmceclip7.png
  • Add Action "Trigger Webhook"
    • Request Type: POST
    • Callback URL: 
      • For QA: https://rest-receiver-test.service-flow.com/api
      • For Production: https://rest-receiver.service-flow.com/api
    • Requires Authentication: Yes
    • Add username & password: you will receive these credentials from ONEiO UI's endpoint configuration
    • Encoding: JSON & Advanced
    • Content:
      • {
        "type": "{{ticket.ticket_type}}",
        "display_id": "{{ticket.id}}",
        "id": "{{ticket.original_id}}",
        "subject": "{{ticket.subject}}",
        "description_text": "{{ticket.description_text}}",
        "requester_name": "{{ticket.requester.name}}",
        "requester_email": "{{ticket.requester.email}}",
        "agent_name": "{{ticket.agent.name}}",
        "agent_email": "{{ticket.agent.email}}",
        "status": "{{ticket.status}}",
        "priority": "{{ticket.priority}}",
        "urgency": "{{ticket.urgency}}",
        "impact": "{{ticket.impact}}",
        "created_at": "{{ticket.created_At}}",
        "latest_public_comment": "{{ticket.latest_public_comment}}",
        "last_approver_name":"{{approval.last_approver_name}}"
        }
      • mceclip9.png

 

 

 

 

 

 

 

 
 
 
 
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