Freshservice - Create Ticket

  • Updated on Jan 13, 2025
  • Published on Feb 6, 2022
  • 3 minute(s) read
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Freshservice - Create Ticket creates a Freshservice ticket for:

  • Assets returned by the selected query or assets selected on the relevant asset page.
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.

Note:

Required Fields

These fields are required to run the Enforcement Action.

  • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
  • 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.
  • Action Choice - Select the action to perform:
    • Create Ticket
    • Create Change Request
  • 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 and Credentials

When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

  • Freshservice domain – The hostname of the Freshservice server.
  • API key – Specify the API Key provided by Freshservice.
  • Verify SSL (optional) - 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 (optional) - 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. V1 of the FreshService API is deprecated, and will no longer be supported after May 2023.
  • Subject (default: Axonius-created incident) - Specify the ticket title.
  • Ticket description (default: Incident created by axonius) - Specify a ticket description.
  • Priority (default: low) - Specify the ticket priority: low, medium, high, or urgent.
  • Group Name or Group ID - Specify a group ID or group name to which the ticket should be assigned. When you choose a group name, Axonius will search all groups for the group ID with the specific name. Searching for the group ID is only supported if the credentials of the EC user are Super Admin.​
  • 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 the following JSON format: {"customfieldXYZ":{"value":"VALUE YOU WANT"}} or {"customfieldXYZ"{"id""ID YOU WANT"}}

    Note:
    If a custom field is already configured by this Enforcement Action, the new custom value is ignored.
  • Add default ticket description - Select whether to send the configured default ticket description to Freshservice.
    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

  • Add Asset names to description - The names of the assets included in the ticket will be inserted into the ticket description, separated by a comma.
  • Gateway Name - Select the Gateway through which to connect to perform the action.

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