Create Freshservice Ticket
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Create Freshservice Ticket

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The Create Freshservice Ticket action takes the saved query supplied as a trigger (or devices that have been selected in the asset table) and creates a Freshservice ticket for all relevant entities.

To configure the Create Freshservice Ticket action, from the Action Library, click Create Incident, and then click Create Freshservice Ticket.

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Connection Settings

  1. Freshservice domain (required) – The hostname of the Freshservice server.
  2. API key (required) – Specify the API Key provided by Freshservice.
  3. Verify SSL (required, default: True) - Verify the SSL certificate offered by the value supplied in Freshservice Domain. For more details, see SSL Trust & CA Settings.
    • If enabled, the SSL certificate offered by the value supplied in Freshservice Domain will be verified against the CA database inside of Axonius. If the SSL certificate can not be validated against the CA database inside of Axonius, the connection will fail with an error.
    • If disabled, the SSL certificate offered by the value supplied in Freshservice Domain will not be verified against the CA database inside of Axonius.
  4. HTTPS Proxy (optional, default: empty) - A proxy to use when connecting to the value supplied in Freshservice Domain.
    • If supplied, Axonius will utilize the proxy when connecting to the value supplied in Freshservice Domain.
    • If not supplied, Axonius will connect directly to the value supplied in Freshservice Domain.

Action Settings

  1. Subject (required, default: empty) - Specify the ticket title.

  2. Ticket description (required, default: empty) - Specify an ticket description.

  3. Add default ticket description (required, default: False) - Select whether to send the ticket description to Freshservice.

    • If enabled, Axonius will include the default ticket description (mentioned below) in the Freshservice ticket.
    • If disabled, Axonius will not include the default ticket description (mentioned below) in the Freshservice ticket.

    Message example:
    Alert - "test" for the following query has been triggered: Missing Sophos

    Alert Details
    The alert was triggered because: The number of entities is above 0
    The number of devices returned by the query:4
    The previous number of devices was:4

    You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos

  4. Ticket requester email (required, default: empty) - Specify an email address of the requesting person to create the ticket. If no contact exists with this email address in Freshservice, it will be added as a new contact.

  5. Priority (required, default: low) -Specify the ticket priority: low, medium, high, urgent.

  6. Group name (optional, default: empty) - Specify a group name the ticket should be assigned for.


For more details on other Enforcements available actions, see Action Library.
For more details on Enforcement Set configuration, see Enforcement Set configuration.

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