Creating an extended integration for Freshservice assets

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

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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:
  • Managing Freshservice tickets, including creating, updating, or deleting a ticket.
  • Onboarding, updating, and offboarding assets from Freshservice.

Navigation

Setting your Freshservice Subdomain as a global variable

Adding the credentials

Creating the asset integration

Creating custom mappings

Creating workflows

Before you start

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

For the integration with Oomnitza you will need to supply the following:

• A Freshservice API key. To retrieve your API key in Freshservice,
  1. Click your profile picture
  2. Choose Profile settings
  3. In the sidebar on the right, you should see a Your API key section. You may need to confirm that you are not a robot.
  4. Once you do so your API key will be revealed.
• The name of your Freshservice instance URL.

For further information, see 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. Search for the integration, and then click the forward button > to select the integration.
4. Enter the API Key as your username. You can use any character as a dummy password
5. Click Create.

Integration not in the list? Click Advanced Mode and complete these steps:

1. Add the information details.
2. Click the AUTHORIZATION tab.
3. Ensure that Basic Auth is selected as the authorization type.
4. Enter the API Key as your username. You can use any character as a dummy password
5. Click Create. 

Important: Make sure that you use API key authentication by 31 May 2023
Customers who have been using their username and password for authentication instead of their API key should switch to using their API Key (as documented above) by May 31st, 2023. After that date, all API requests using username and password authentication will not be successful. For further information, refer to Freshservice Support: Deprecation of password-based authentication.

Next

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

Creating the asset integration

1. In Oomnitza, click Configuration> Integrations> Overview.
2. Click Block view
3. Scroll down to the Extended section for asset integrations.
4. Click NEW INTEGRATION.
5. Select the integration in the sidebar.
6. Click ADD.

Integration details overview

More information is provided about the following fields to help you complete the integration:

Installation type

Select Cloud if you want to store credentials in the Oomnitza cloud.

Select Local if you want to store credentials locally. Local extended integrations do not support AWS and OAuth authentication. If you want to sync Oomnitza with vendor applications that require AWS or OAUTH authentication, select Cloud.

Integration preferences

By default, the option Create & Update option is selected. Select this option  when you want to edit records and add new records. If you want to edit records and not add new records, select Update Only. If you only want to add new records, select Create Only.

Integration details

To review or update the integrations details, click Edit .

1. Update the integration name if necessary. 
2. Select an installation type.
3. For integration preferences, select an option.
4. Enter the name of the integration user.

Credential details

If you selected Cloud as the installation type, choose one of the following options:

• Select the credentials that were created for the integration.
• Edit the credentials that were created for the integration.
• Create new credentials

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. Click the Edit .
2. Configure your schedule.
3. Click Update.

Mappings

To map the fields to Oomnitza, click Edit .

You can define rules for your integration by selecting Edit integration on the mapping page. For example, you may only want to run the integration if a certain contact or region exists. See Filtering integration results.  
You can add new fields to your integration by selecting Add new field   on the mapping page. All you need to do is specify the property name. See Creating custom API fields. 

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 UPDATE.

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

Launching the integration

Your integration is in Draft mode until the required mandatory fields are added. When added, click Launch to activate your integration. 

If you selected Cloud as the installation type when creating the integration, see Running an extended integration

If you selected Local as the installation type when creating the integration, see Running an extended integration locally.

Viewing data ingested by Oomnitza

Viewing ingested asset data

For asset integrations, click Hardware. If the asset integration also ingests software data, click Software.

Viewing ingested user data

For user integrations, click People. If you chose the option to ingest User and SaaS user data, click Software > SaaS, click the SaaS app, and then click the Users tab. 

Related Links

• Running an extended integration
• Troubleshooting integrations
• Mapping extended integrations

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 Using 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 Ticket
Update Ticket
Delete Ticket
Create Asset
Update Asset
Delete Asset
Create Asset Type
Delete Asset Type
Create a ticket note
Update status of ticket

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 missing information. For further information see Freshservice REST API documentation: Create 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 Freshservice Ticket ID is required to update a ticket and it is referenced in the Advanced Mode > Information tab in the property{{ticket_id}}.

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

Using the Freshservice Delete Ticket Preset

The Delete Ticket preset allows you to delete a ticket. 

The Freshservice Ticket ID is required to delete a ticket and it is referenced in the Advanced Mode > Information tab in the property{{ticket_id}}.

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

Using the Freshservice Create Asset Preset

The Create Asset preset allows you to create a new asset in Freshservice.

When constructing a workflow that uses this preset, the following information is required:

• Name of Asset. Name of the asset.
• Asset Description. Description of the asset.
  
• Asset Tag. Asset tag of the asset.

The Freshservice Asset Type ID is required to create an asset and it is referenced in the Advanced Mode > Body tab in the property{{freshservice_asset_type_id}}.

Did you know?
You can add more information to the message body in the Advanced Mode > Body tab. For further information see Freshservice REST API documentation: Create an asset

Using the Freshservice Update Asset Preset

The Update Asset preset allows you to update an existing asset.

When constructing a workflow that uses this preset, the following information is required:

• Name of Asset. Name of the asset.
• Asset Description. Description of the asset.
  
• Asset Tag. Asset tag of the asset.

The Freshservice Display ID is required to update an asset and it is referenced in the Advanced Mode > Information tab in the property{{freshservice_display_id}}.

Did you know?
You can add more information to the message body in the Advanced Mode > Body tab. For further information see Freshservice REST API documentation: Update an asset.

Using the Freshservice Delete Asset Preset

The Delete Asset preset allows you to delete a particular asset. 

The Freshservice Display ID is required to delete an asset and it is referenced in the Advanced Mode > Information tab in the property{{display_id}}.

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

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 Delete Asset Type Preset

The Delete Asset type preset allows you to delete a particular asset type.

The Freshservice Asset Type ID is required to create an asset and it is referenced in the Advanced Mode > Information tab in the property{{asset_type_id}}.

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

Using the Freshservice Create ticket note preset

The Create ticket note preset allows you to add notes to a ticket. Select the Private checkbox to set the note to private.

The Freshservice Ticket ID is required to update a ticket and it is referenced in the Advanced Mode > Information tab in the property{{ticket_id}}.

Did you know?
You can add more information to the message body in the Advanced Mode > Body tab. For further information see Freshservice REST API documentation: Create a Note

Using the Freshservice Update status of ticket

The Update status of ticket preset allows you to update the status of a ticket. The status is a numerical value. These numerical values along with their meanings are given below.

Status	Value
Open	2
Pending	3
Resolved	4
Closed	5

The Freshservice Ticket ID is required to update a ticket and it is referenced in the Advanced Mode > Information tab in the property{{ticket_id}}.

For further information see Freshservice REST API documentation: Tickets

Reference articles for workflows

• Mapping positive and negative responses
• Troubleshooting workflows 
• Using the API block

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