Creating an extended integration for Freshservice users

Let Oomnitza be your single source of truth!

You'll get visibility of your Freshservice users 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 user information
• Configurable reports to share information about users with your colleagues and management
• Configurable workflows that you can easily create to automate such tasks as:
  • Retrieving the SaaS user role and last login date.
  • Forgetting and deactivating a user.

Navigation

Setting your Freshservice Subdomain as a global variable

Adding the credentials

Creating the user integration

Creating custom mappings

Creating workflows

Creating user workflows with the API block

Forget Agent

Deactivate Agent

Creating Saas user workflows

User Role preset

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 user integration

Info and connect details

1. From the menu, go to Configuration>Integrations>Overview.
2. Click Integrations List View .
3. On the Integrations page, scroll down to the Extended section for User Integrations.
4. Click NEW INTEGRATION.
5. In the New User Integration sidebar, click Freshservice.
6. Click APPLY next to the Freshservice User Load, and then click NEXT twice.

Connect page

Best practice
To ensure that only live user records are streamed to Oomnitza, choose Update only as your integration preference. When you run the integration, you can check the error logs to see which user records weren't uploaded and why they weren't uploaded. You can then decide whether to upload the user records that were skipped by changing your integration preference to create and upload. See Access error logs.

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

1. Enter a descriptive name for the integration such as Freshservice User Load. This name will be displayed on the Integrations page once the setup is complete.
2. From the User Selection list, select User plus SaaS User or User only.
3. If you select User plus SaaS User and you have multiple instances of the same SaaS application, select the application from the SaaS Selection list. If you have a single instance of the SaaS application, skip this step.
4. From the installation type list, select Cloud.
5. From the Credentials list, select your credentials.
6. From the Integration Preferences list, select Update only.   
7. Enter the name of the user of the integration.
8. Enter the name of your Instance URL.
9. Click Next.

Creating custom mappings

Map the Freshservice fields to Oomnitza fields and create custom mappings to get the user information that you need.

Complete these actions:

1. Create a custom mapping for the Freshservice External 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 users field.
   3. Change the name of the field to Freshservice User External Id.
   4. Click CREATE. 
2. You have the option to create custom mappings to map any other field that you want to add to Oomnitza. To create an optional custom mapping, do the following:
   1. Click the down arrow on the field that you want to map.
   2. Select Add new Oomnitza users field.
   3. Change the name of the field.
   4. Click CREATE. 
3. Map and assign a sync key to the Email field.
4. Click NEXT.

Note: For all user loads, it is recommended that you map role information to an employee role in Oomnitza. Users need to have an employee role defined in order to access Oomnitza. If the role information is not available from the user load, it is recommended that you select Employee from the Oomnitza Role dropdown list. You have the option to overwrite this at a later point should the role information become available. 

Standard Freshservice to Oomnitza mappings

The following Freshservice fields can be mapped to Oomnitza:

Active
Address
Auto Assign Status Changed At
Auto Assign Tickets
Background Information
Can See All Tickets From Associated Departments
Connect: Credentials
Connect: Instance
Connector Sync Time
Created at
Email
External ID
First Name
Has Logged In
ID
Impact
Job Title
Language
Last Active At
Last Login At
Last Name
Location ID
Mobile Phone Number
Occasional
Reporting Manager ID
Role IDs
Time Format
Time Zone
Updated at
Usage Type
Work Phone Number

Want to map more fields to Oomnitza?
Contact Support, or see Mapping extended connectors.

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

Schedule

By default, user 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 the information that 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. 

Creating workflows

Creating user workflows with the API block

To reduce your workload and automate complex and repetitive tasks, you can create user workflows with the API block by following the steps in Creating user 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 users:

Forget Agent
Deactivate Agent

Using the Freshservice Forget Agent preset

The Freshservice Forget Agent preset allows you to permanently delete a agent and the tickets that they requested. The Freshservice user external id is mandatory and required for this preset. The external id is assumed to be stored in the Freshservice User External Id field that you created in Custom mappings. To manually modify the external 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 {{user_external_id} in the URL field with the user id.

For further information see Freshservice REST API documentation: Forget an Agent.

Using the Freshservice Deactivate Agent preset

The Freshservice Deactivate Agent preset allows you to deactivate a particular agent. The Freshservice user external id is mandatory and required for this preset. The external id is assumed to be stored in the Freshservice User External Id field that you created in Custom mappings. To manually modify the external 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 {{user_external_id} in the URL field with the user id.

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

Creating Saas user workflows

You can create the SaaS User workflow by following the steps in Creating Saas user workflows. 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 SaaS User workflow block comes with one available preset, the Freshservice User Role preset .

Using the Freshservice User Role preset

The Freshservice User Role preset enables you to read a user’s role and last login date from Freshservice.

Ensure that you have the relevant permission to access these APIs. For further information see Freshservice REST API documentation: Agent Roles.

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 users, 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 assets.
Creating an extended integration for Freshservice assets