Freshservice Ticket Updated

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

Users can update Freshservice tickets using the following Enforcement Action:

• Update Freshservice Ticket - Updates tickets (all related tickets, last created ticket, or specific tickets) of all selected assets or assets returned from the query.

Freshservice ticket updates include changes to the following:

• Ticket Status - Changed ticket status. Available options: new, open, pending, hold, solved, closed.
• Ticket Assignee - Ticket assigned to another agent.
• Ticket Comments - For example, submission channel, IP address, and IP location of the ticket update.

Whenever a user updates 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 Updated event in a Workflow the first time, you need to do the following:

• In the Freshservice adapter - Advanced Configuration, enable the Fetch EC Action ticket updates 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 Updated Event to the Workflow

Add Freshservice Ticket Updated 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 Updated event as the Workflow trigger

1. In the Trigger Type pane, under Incident Created or Updated, click the Freshservice Ticket Updated tile. The Freshservice Ticket Updated 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 updated. The next node runs on the retrieved ticket.

To select Freshservice Ticket Updated as a non-triggering event

1. In the Event pane, under Incident Created or Updated, click the Freshservice Ticket Updated tile. The Freshservice Ticket Updated 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:
   

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