Freshservice Ticket Created

Axonius supports Freshservice Ticket Created as an event in a Workflow.

Users can create Freshservice tickets using the following Enforcement Actions:

• Freshservice - Create Ticket - Creates one ticket for all selected assets or assets returned from the query.

• Freshservice - Create Ticket per Asset - Creates a ticket for each selected asset or each asset returned from the query.

Whenever a user creates a support ticket in Freshservice, Freshservice triggers an event. All Workflows configured with this event are then triggered.

Configuring Freshservice to Send Events to Axonius

Before including the Freshservice Ticket Created event in a Workflow the first time, you need to do the following:

• In the Freshservice adapter - Advanced Configuration, enable the Enable real-time asset updates (Supported events: New Tickets) advanced option.
• Enable events in the Freshservice adapter from System Settings - Workflows Events or from the Workflow Event configuration. The following screen shows enabling events from the System Settings> External Integrations> Workflows Events screen.

Adding the Freshservice Ticket Created Event to the Workflow

Add Freshservice Ticket Created as the triggering event of a Workflow or as an event anywhere else in the Workflow, where relevant. When this event occurs, the Workflow begins or continues running.

To select the Freshservice Ticket Created event as the Workflow trigger

1. In the Trigger Type pane, under Incident Created or Updated, click the Freshservice Ticket Created tile. The Freshservice Ticket Created configuration opens in the Trigger Type pane.
2. If there is no valid adapter connection or events are not enabled in the adapter, configure a valid adapter connection and/or enable events in the adapter.
3. When events are enabled in a valid adapter connection, the following screen appears:

The Workflow is triggered each time a Freshservice ticket is created. The next node runs on the retrieved ticket.

To select Freshservice Ticket Created as a non-triggering event

1. In the Event pane, under Incident Created or Updated, click the Freshservice Ticket Created tile. The Freshservice Ticket Created configuration opens in the Event pane.
2. If there is no valid adapter connection or events are not enabled in the adapter, configure a valid adapter connection and/or enable events in the adapter.
3. When events are enabled in a valid adapter connection, the following screen appears:

In this case, when a Freshservice ticket is created on the asset retrieved from the previous node (in the above example, the device), an event occurs and the Workflow continues running.