Freshservice - Create Ticket per Asset
  • 05 May 2024
  • 3 Minutes to read
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Freshservice - Create Ticket per Asset

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Article summary

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).

Note:

All Freshservice field names are case sensitive. To check a field name, fetch the asset with a curl command and check the RAW data in Axonius. See Service Desk API for Developers | Freshservice.

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 Axonius. You can change the name according to your needs.
  • Add description - 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 (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
  • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

  • Use stored credentials from Freshservice Adapter - Select this option to use Freshservice connected adapter credentials.
    When you select this option, the Select Adapter Connection drop-down is available, and you can choose which adapter connection to use for this Enforcement Action.
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.
  • Compute Node - 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.

Connection Parameters

If Use stored credentials from the Salesforce Adapter is disabled, these fields are required:

  • Freshservice domain – The hostname of the Freshservice server.
  • API key – Specify the API Key provided by Freshservice.
  • 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.

  • Throttle API Requests - Select this option to only use 90% of the API total rate limit bandwidth. For example: If a customer has 3000 total API calls allowed per hour, axonius will only produce 2700 calls, and leave the remaining 10% available.
  • Create Incident API version - Select the version of Freshservice API to use to create the ticket.

  • Subject (default: Axonius-created incident) - Specify the ticket title.

  • Ticket description (default: Incident created by Axonius) - Specify a ticket description.

    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 or Group ID - Enter a Group Name or Group ID the ticket should be assigned to. When you choose group name, Axonius will search all groups for the group ID.

  • Ticket Category (free text) - Some groups have a category validation, and this field may be required.

  • Custom fields (JSON format) - Custom fields to add to this incident described in JSON format.

    Note:
    If a custom field is already configured by this Enforcement Action, the new custom value is ignored.

  • Map Axonius fields to adapter fields - Use the Field Mapping Wizard to map Axonius fields to fields in external systems. In this way you can transfer data found in Axonius into the external system as part of the configuration of relevant enforcement actions. The wizard shows you which fields exist on the Axonius system, allowing you to map them easily.

    Note:

  • Gateway Name - Select the gateway through which to connect to perform the action.


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




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