Creating an extended integration for Freshservice assets

Let Oomnitza be your single source of truth!

You'll get complete visibility of your assets as data from Freshservice is automatically transformed into consumable information and actionable insights.

Connect Oomnitza and Freshservice in minutes

Get the information and insights that you need to reduce costs and the time that you spend on administration tasks such as:

• Configurable dashboards and list views of key asset and software information
• Configurable reports to share information about assets and software with your colleagues and management such as corporate-wide reports that detail the distribution and status of the assets and software in your environment
• Configurable workflows that you can easily create to automate tasks such as:
  • Creating an asset or ticket
  • Deleting an asset or ticket
  • Deleting an asset or ticket by type

Navigation

Setting your Freshservice Subdomain as a global variable

Adding the credentials

Creating the asset integration

Creating custom mappings

Creating workflows

Creating asset workflows with the API block

Create Asset Type

Create Ticket

Delete Asset

Delete Asset Type

Delete Ticket

Update Ticket

Before you start

Best practice
For the integration with Oomnitza, create a dedicated user account.

Freshservice uses Basic Auth authentication. A username and a password are required to access the service.

You can use the same username and password you use when logging into your Freshservice helpdesk for authentication or you can use a personal API key provided by Freshservice. If you use the API Key, enter the API Key as your username. You can use any character as a dummy password. For further information consult the Freshservice API documentation.

Setting your Freshservice Subdomain as a global variable

To save time when you create workflows, set your subdomain as a global variable:

1. From the menu, go to Configuration>General.
2. Click Global Settings.
3. Click Add new variable (+).
4. Add the Freshservice.Subdomain variable and its value. The value is the name of your Freshservice subdomain. If your Freshservice URL is https://mycompany.freshservice.comyour subdomain would be: mycompany.
5. Save your changes.

Adding the credentials

To stream Freshservice user data into Oomnitza, complete the following steps:

1. In Oomnitza, go to Configuration>Security>Credentials.
2. Click Add new credential (+).
3. Add the information details.
4. Click the AUTHORIZATION tab.
5. Ensure that Basic Auth is selected as the authorization type.
6. Enter the user name and password of your Freshservice account.
7. Click Create. 

Next

You use the credentials that you added to create and customize your Freshservice integrations with Oomnitza.

Creating the asset integration

To configure the integration for the Freshservice Asset Load, complete the following steps:

1. In Oomnitza, go to Configuration>Integrations>Overview.
2. Click Integrations List View .
3. On the Integrations page, scroll down to the Extended section for Assets.
4. Click NEW INTEGRATION.
5. In the New Asset Integration sidebar, click Freshservice.
6. To integrate Oomnitza with the Freshservice Asset Load, click APPLY and then click NEXT twice.

On the connect page, complete the following steps to connect the integration:

1. Enter a descriptive name for the integration such as Freshservice Assets. This name will be displayed on the Integrations page once the setup is complete.
2. Select Cloud as the installation type.
3. From the Credentials list, select the credentials from the Oomnitza vault that you added for the connection. For further information, refer to Adding the credentials.
4. From the Integration Preferences list, select Create & Update. 
5. Enter the name of the user of the integration.
6. Enter the name of your Instance URL.
7. Click Next.

Creating custom mappings

Map Freshservice fields to Oomnitza fields to get the asset information that you need. For the field mapping, it is recommended to follow these steps:

1. Create a custom mapping for the Freshservice Display ID. To do this, complete the following steps:
   1. Select the down arrow on the ID field that you want to map.
   2. Select Add new Oomnitza assets field.
   3. Change the name of the field to Freshservice Display Id.
   4. Click CREATE. 
2. Create a custom mapping for the Freshservice Asset Type ID. To do this, complete the following steps:
   1. Select the down arrow on the ID field that you want to map.
   2. Select Add new Oomnitza assets field.
   3. Change the name of the field to Freshservice Asset Type ID.
   4. Click CREATE. 
3. Create a custom mapping for the Freshservice ID. To do this, complete the following steps:
   1. Select the down arrow on the ID field that you want to map.
   2. Select Add new Oomnitza assets field.
   3. Change the name of the field to Freshservice Ticket ID.
   4. Click CREATE. 
4. Map and assign a sync key to the Serial Number field.
5. Click NEXT.

Tracking information for asset loads 

When the integration is run, you can track the name of the credentials that were used and the source of the data. To do this, you map the following fields to Oomnitza:   

• Connect: Credentials

Custom mappings

Agent ID
Asset Tag
Asset Type ID
Author Type
Connect: Credentials
Connect: Instance
Connector Sync Time
Created
Department ID
Description
Display ID
Group ID
ID
Impact
Location ID
Name
Serial Number
Updated
Usage Type
User ID

 Learn more about mapping

When you've completed mapping Freshservice fields to Oomnitza fields, click NEXT.   

Schedule

By default, data is streamed to Oomnitza once every day.

You can configure the schedule to meet your needs such as changing the interval or changing the time so that the data is streamed when your system isn't busy.

1. Configure your schedule.
2. Click FINISH.

Result

A new tile is created for the integration on the Integrations page. 

What to do next

If you want to see what information is collected now, click the tile on the Integrations page and click RUN NOW.

If you want to change the integration settings, you can click a navigation link on the page, such as 4 Mappings, and edit the settings.

 

Tip
To view the information that is collected about your mobile assets, click Assets. 

Creating workflows

Creating asset workflows with the API block

To reduce your workload and automate complex and repetitive tasks, you can create workflows with the API block by following the steps in Creating asset workflows with the API block. To locate the available presets, enter Freshservice in the Select Preset search field. Select your preset of choice and for every preset enter the following information in the Configure section:

• Your Subdomain, which is derived from the global variable Freshservice.Subdomain that you configured in Setting your Freshservice Subdomain as a global variable, or can be entered manually.

The Freshservice API block workflow comes with the following presets for assets:

Create Asset Type
Create Ticket
Delete Asset
Delete Asset Type
Delete Ticket
Update Ticket

Using the Freshservice Create Asset Type Preset

The Create Asset Type preset  allows you to create an asset type in Freshservice. When constructing a workflow that uses this preset, the following information is required:

• Name. The name of the new asset type.
• Parent Asset Type ID. The ID of the parent asset type.
• Description. A short description of the asset type.

For further information see Freshservice REST API documentation: Create an Asset Type.

Using the Freshservice Create Ticket Preset

The Create Ticket preset allows you create a new ticket in Freshservice. When constructing a workflow that uses this preset, the following information is required:

• Description. HTML content of the ticket.
• Subject. Subject of the ticket. The default value is null.
  
• Source. The channel through which the ticket was created (number). The default value is 2.
• Priority. Priority of the ticket (number).
  
• Status. Status of the ticket (number).

Updating the Body tab

You can also add additional fields to the payload in the Body tab. To view the Body tab, do the following:

1. In the API block window, click the Advanced Mode button located in the upper right of the window.
2. Select the Body tab and review the asset details.
3. Select the curly brackets to the right of the window to update or add additional fields. For example to add cc email addresses you could "cc_emails": "{{cc_email_1}}" in the Body tab. For multi-line fields such as Description, ensure that you use \n for line breaks rather than a standard line break using the enter button.

Note: If you encounter issues using this API block, verify the syntax of your body tag and make sure all opened brackets are properly closed. Review the Freshservice API documentation to ensure that you are not using incorrect fields or have missing information. For further information see Freshservice REST API documentation: Create a ticket.

Using the Freshservice Delete Asset Preset

The Delete Asset preset allows you to delete a particular asset. The display id is assumed to be stored in the Freshservice Display Id field that you created in Custom mappings. To manually modify the display id, complete the following steps:

1. Click the Advanced Mode button located in the upper right of the window.
2. In the Information tab, replace the variable {{display_id} in the URL field with the user id. 

For further information see Freshservice REST API documentation: Delete an Asset.

Using the Freshservice Delete Asset Type Preset

The Delete Asset type preset allows you to delete a particular asset type. The asset type id is assumed to be stored in the Freshservice Asset Type Id field that you created in Custom mappings. To manually modify the display id, complete the following steps:

1. Click the Advanced Mode button located in the upper right of the window.
2. In the Information tab, replace the variable {{asset_type_id} in the URL field with the user id. 

For further information see Freshservice REST API documentation: Delete an Asset Type

Using the Freshservice Delete Ticket Preset

The Delete Ticket preset allows you to delete a ticket. The ticket id is assumed to be stored in the Freshservice Ticket Id field that you created in Custom mappings. To manually modify the display id, complete the following steps:

1. Click the Advanced Mode button located in the upper right of the window.
2. In the Information tab, replace the variable {{ticket_id} in the URL field with the user id. 

For further information see Freshservice REST API documentation: Delete a Ticket

Using the Freshservice Update Ticket Preset

The Update Ticket preset allows you to make changes to the parameters of a ticket from updating statuses to changing ticket type. When constructing a workflow that uses this preset, the following information is required:

• Description. HTML content of the ticket.
• Subject. Subject of the ticket. The default value is null.
  
• Source. The channel through which the ticket was created (number). The default value is 2.
• Priority. Priority of the ticket (number).
  
• Status. Status of the ticket (number).

The ticket id is assumed to be stored in the Freshservice Ticket Id field that you created in Custom mappings. To manually modify the display id, complete the following steps:

1. Click the Advanced Mode button located in the upper right of the window.
2. In the Information tab, replace the variable {{ticket_id} in the URL field with the user id. 

For further information see Freshservice REST API documentation: Update a ticket.

For further information on workflows see:
 Understanding workflows
 Workflow block overview

Unleash the power of Oomnitza

To get valuable actionable insights that help you manage your assets, learn how to:

• Configure dashboards for your users and software
• Configure custom reports about your users and software
• Create workflows to automate tasks

See  Getting started for more information.

Did you know
You can also create extended connector integrations for Freshservice Users.
Creating an extended integration for Freshservice users