Fresh Service

Publisher: Orro Group
Connector Version: 1.1.1
Product Vendor: freshworks
Product Name: freshservice
Product Version Supported (regex): ".*"
Minimum Product Version: 6.3.0

Fresh Service ITSM integration app

Freshservice

This app is designed to be used with the Freshservice API. Documentation for this API can be found here

Configuration variables

This table lists the configuration variables required to operate Fresh Service. These variables are specified when configuring a freshservice asset in Splunk SOAR.

VARIABLE	REQUIRED	TYPE	DESCRIPTION
base_url	required	string	Base URL for API request. e.g. domain.freshservice.com
api_key	required	password	API Key from FS

Supported Actions

test connectivity - Validate the asset configuration for connectivity using supplied configuration
create ticket - Create a ticket (issue)
get ticket - Get ticket (issue) information
add note - Add a note to a ticket
update ticket - Update ticket (issue)

action: 'test connectivity'

Validate the asset configuration for connectivity using supplied configuration

Type: test
Read only: True

Action Parameters

No parameters are required for this action

Action Output

No Output

action: 'create ticket'

Create a ticket (issue)

Type: generic
Read only: False

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
subject	required	Subject of the ticket	string	freshservice subject
description	required	Description of the ticket	string	freshservice description
requester_id	required	ID of the requester	numeric	freshservice requester
priority	required	Priority of ticket (1-4)	numeric
status	required	Status of ticket	numeric	incident status
group_id	required	Group ID to assign ticket to	numeric	freshservice group_id

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.parameter.subject	string	freshservice subject
action_result.parameter.description	string	freshservice description
action_result.parameter.requester_id	numeric	freshservice requester
action_result.parameter.priority	numeric
action_result.parameter.status	numeric	incident status
action_result.parameter.group_id	numeric	freshservice group_id
action_result.status	string		success failed
action_result.message	string
summary.total_objects	numeric
summary.total_objects_successful	numeric

action: 'get ticket'

Get ticket (issue) information

Type: investigate
Read only: True

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
ticket_id	required	Ticket ID	string

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.parameter.ticket_id	string
action_result.status	string		success failed
action_result.message	string
summary.total_objects	numeric
summary.total_objects_successful	numeric

action: 'add note'

Add a note to a ticket

Type: generic
Read only: False

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
ticket_id	required	Freshservice Ticket ID	numeric	freshservice ticket_id
body	required	HTML format body	string
private	optional	Toggle of private or not	boolean

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.parameter.ticket_id	numeric	freshservice ticket_id
action_result.parameter.body	string
action_result.parameter.private	boolean
action_result.status	string		success failed
action_result.message	string
summary.total_objects	numeric
summary.total_objects_successful	numeric

action: 'update ticket'

Update ticket (issue)

Type: generic
Read only: False

Action Parameters

PARAMETER	REQUIRED	DESCRIPTION	TYPE	CONTAINS
ticket_id	required	Ticket ID	string	freshservice ticket_id
update_status	required	Update Status by its numeric value	numeric
update_priority	optional	Update Priority by its numeric value	numeric	vault id
responder_id	optional	Agent/Responder	numeric
category	optional	Category	string
sub_category	optional	Sub-Category	string
item_category	optional	Item	string
update_custom_field	optional	Custom field name to be updated	string
update_custom_field_value	optional	Custom field value to be updated	string
bypass_mandatory	optional	Mark true if required, need to be admin	string

Action Output

DATA PATH	TYPE	CONTAINS	EXAMPLE VALUES
action_result.parameter.ticket_id	string	freshservice ticket_id
action_result.parameter.update_status	numeric
action_result.parameter.update_priority	numeric	vault id
action_result.parameter.responder_id	numeric
action_result.parameter.category	string
action_result.parameter.sub_category	string
action_result.parameter.item_category	string
action_result.parameter.update_custom_field	string
action_result.parameter.update_custom_field_value	string
action_result.parameter.bypass_mandatory	string
action_result.status	string		success failed
action_result.message	string
summary.total_objects	numeric
summary.total_objects_successful	numeric