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Creating an extended integration for Freshservice users

  • November 13, 2024 14:08
  • Updated

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.
    • Deleting users, such as inactive or underutilized users

Navigation

small_blue_link.svgSetting your Freshservice Subdomain as a global variable

small_blue_link.svgAdding the credentials

small_blue_link.svgCreating the user integration

small_blue_link.svgCreating custom mappings

small_blue_link.svg 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.

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 user integration

  1. In Oomnitza, click Configuration > Integrations > Overview.
  2. Click Block view block_view.PNG.
  3. On the Integrations page, scroll down to the Extended section for user integrations.
  4. Click NEW INTEGRATION.
  5. In the sidebar, search for the integration.
  6. Click ADD.

Integration details overview

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

  • User only. Add user records.
  • User plus SaaS user. Add user and SaaS user records. 

The benefit of adding SaaS user records is that you can run a workflow to validate the status and activity of SaaS users and retrieve information such as the role of the SaaS user. The information that can be retrieved depends on whether SaaS user workflows are available for the integration. 

Installation types

  • Cloud. Store credentials in the Oomnitza cloud.
  • Local. Store credentials locally. If you want to sync Oomnitza with vendor applications that require AWS or OAUTH authentication, select cloud as the type of installation. Local installations don't support AWS and OAuth authentication. 

Integration preferences

  • Create & Update. Add and update records.
  • Create only. Add records.
  • Update only. Update records.

Editing the integration details

  1. Click Edit edit_black_pencil_icon.svg.
  2. Make your changes.

Editing the 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

Scheduling the integration

By default, data is synced once every day. Change the interval or the time so that the data is streamed when your system isn't busy.

  1. Click Edit edit_black_pencil_icon.svg.
  2. Make and save your changes.

Mapping fields to Oomnitza

To map the fields to Oomnitza, click Edit edit_black_pencil_icon.svg.

 cog_red_dot_small_icon.svg Selecting Edit integration to add rules for syncing data. small_blue_link.svg Filtering integration results.  
 

You can add new fields to your integration by selecting Add new field  add_grey_rectangel_icon.svg on the mapping page. 
small_blue_link.svg Creating custom API fields. 

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. Click Smart Mapping to automatically detect appropriate mapping fields. Values from the integration can also be dragged to the appropriate field on the Oomnitza side, or selected from the integration field dropdown.
  2. 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. Select the Unique checkbox.
    5. Click CREATE. 
  3. Ensure that the Email is mapped to the
    1. Username field on the Oomnitza side (required for integration).
    2. Email field on the Oomnitza side (required for integration).
  4. Select the Role field on the Oomnitza mapping side.
  5. Choose a suitable role from the list (a defined role is necessary for the integration)
  6. Assign a sync key to a unique field, such as the Email.
  7. Click UPDATE.

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

Launching the integration

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

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

small_blue_link.svg 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

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 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:

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.

articles_icon.svg Reference articles for workflows

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:

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.

Reference articles for creating workflows

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 small_blue_link.svg Getting started for more information.

Did you know
You can also create extended connector integrations for Freshservice assets.
small_blue_link.svg Creating an extended integration for Freshservice assets

Learn more

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