Contents x
    Update Fresh Service Ticket
    • 26 Jan 2025
    • 3 Minutes to read
    • Print
    • Dark
      Light
    • PDF
    Contents

    Update Fresh Service Ticket

    • Updated on 26 Jan 2025
    • 3 Minutes to read
    • Print
    • Dark
      Light
    • PDF
    Article summary

    Update Freshservice Tickets updates relevant tickets for:

    • Assets matching the Enforcement Set query or assets selected on the relevant asset page. For example, if the action is triggered on asset type=Users, the action updates tickets linked to each user.
      • When the action is triggered on any asset type except Tickets (for example, Users), the enforcement action updates all tickets or the latest ticket linked to each asset resulting from the selected query, according to your selection in the Select Which Related Tickets To Update dropdown (see below).
      • When the action is triggered on asset type=Tickets, the action runs on all tickets resulting from the selected query. (The Select Which Related Tickets To Update dropdown is not relevant.)

    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.

    Ticket Main Settings

    These fields are optional.

    • Ticket Status - Select a value for ticket status.
    • Ticket Assignee - Enter to whom the ticket is assigned.
    • Ticket Comments - Enter comments related to the ticket.

    • Select Which Related Tickets To Update - Relevant when this enforcement action runs on an asset category other than Tickets. Select one of the options:

      • All Related Tickets - Update all tickets linked to the main asset.
      • Last Created Ticket - Update the last reported ticket linked to the main asset.
      • Choose Specific Tickets - Update specific tickets based on their ticket IDs.
        • Ticket IDs to Update - From the dropdown that opens, select the IDs of the tickets to update.

    Ticket Additional Settings

    These fields are optional.

    • 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:

      For details, see Axonius to External Field Mapping.

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

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

    Was this article helpful?
    What's Next