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 number of fields used in integrations might vary. 

Currently only Incident is available out of the box. In case any other entity types are needed or you have questions related to setting up the integration, send an email to support@oneio.cloud.

In case you have questions related to setting up the integration, send an email to support@oneio.cloud.

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

Overview

This article gives an overview of the required steps to integrate ONEiO and Freshservice. In this guide, we cover the following steps required for bi-directional communication between ONEiO and Freshservice.

1. Create Integration user to Freshservice
2. Create a New Automator for ticket updates
3. Create a New Automator for new public notes

Sending messages from ONEiO to Freshservice

ONEiO accesses Freshservice by using the Freshservice API.

Create Integration user to Freshservice

Add integration user to Freshservice. This user is used to create and 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

Sending messages from Freshservice to ONEiO

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 updated

• Add Condition
  • Type is Incident
• 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}}"
      }

  • 

Create a New Automator for new public notes

• Name: Send webhook to ONEiO - New note
• Add Event: 
  • Note added is of type Public

• 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}}"
      }