Freshservice - Create Ticket per Asset
  • 26 Feb 2023
  • 2 Minutes to read
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Freshservice - Create Ticket per Asset

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Freshservice - Create Ticket per Asset creates an asset in Freshservice for each asset retrieved from the saved query supplied as a trigger (or from the entities selected in the asset table).

See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

General Settings

  • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonious. You can change the name according to your needs.
  • Add description (optional) - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
  • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
  • Action name - The name of the Main action. A default value is added by Axonious. You can change the name according to your needs.
  • Configure Action Conditions - Toggle on to enter a condition statement. See Configuring Enforcement Action Conditions to learn more about condition statement syntax.

  • Use Adapter Credentials - Select this option to use the first connected Freshservice adapter credentials.

    NOTE
    To use this option, you must successfully configure a Freshservice adapter connection.

Required Fields

These fields must be configured to run the Enforcement Set.

  • Ticket requester email - 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.
  • Instance Name - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

Additional Fields

These fields are optional.

  • Freshservice Domain - The hostname of the Freshservice server.

    NOTE
    If Use stored credentials from the Freshservice adapter is disabled, this field is required.
  • API Key - Enter the API Key provided by Freshservice.

    NOTE
    If Use stored credentials from the Freshservice adapter is disabled, this field is required.
  • Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius.  For more details, see  SSL Trust & CA Settings.

  • HTTPS proxy  - Connect the adapter to a proxy instead of directly connecting it to the domain.

  • Create Incident API version - Select the version of Freshservice API to use to create the ticket.

  • Subject - Specify the ticket title.

  • Ticket description - Specify a ticket description.

  • Add default ticket description - Select whether to include the ticket description 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

  • Priority (default: low) - Select the ticket priority: low, medium, high, urgent.

  • Group name - Specify a group name the ticket should be assigned to.

  • Tunnel Name - For Axonius-hosted (SaaS) deployments. Select the tunnel through which to connect to perform the action.


For more details about other Enforcement Actions available, see Action Library.


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