Update Fresh Service Ticket
  • 30 Jun 2024
  • 3 Minutes to read
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Update Fresh Service Ticket

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Article summary

Update Fresh Service Ticket updates Freshservice tickets for all the entities 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 are required to run the Enforcement Action.

Additional Fields

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 - Select which related tickets to update with the new information.
  • 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:

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.
  • 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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