Freshservice Integration (via Generic Integration)
Freshservice is a cloud-based IT service management (ITSM) tool that helps businesses manage IT services and employee service.
What can Xurrent IMR do for Freshservice users
With the use of Generic Integration, Xurrent IMR sends new ticket alerts to the right support engineer or team and notifies them based on on-call schedules via email, text messages(SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Xurrent IMR provides your support engineers with detailed context around the Freshservice ticket alert along with support playbook and a complete incident command framework to triage and remediate and resolve incidents with speed.
To integrate Freshservice with Xurrent IMR, complete the following steps:
On the Xurrent IMR Dashboard:
- Create a Generic Integration within the respective Teams --> Services
- Click on "Enable custom value mapping" and enter a random string in the Message and click on Save.
- Copy the webhook URL, this will be used later.
On the Freshservice Dashboard:
- Navigate to Admin --> Automation & Productivity --> Workflow Automator
- Select "Ticket" under Modules and "Event Based Workflow" under Workflow types
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You can use any other type in the Modules based on your Business use-case. For the purpose of demonstration, we are using the Ticket module.
- Create New Workflow, name the workflow as Xurrent IMR and click on Create
- Under the Event trigger, select Ticket is raised and Ticket is updated as the triggers to sync the change in Ticket status with Xurrent IMR. This is auto Ack and resolve the Incident on Xurrent IMR.
- Add the Action block and select "Trigger Webhook" option.
- Select the Request Type as POST and paste the copied URL in the callback URL field.
- Under the Content option, select the necessary fields that you'd like to send to Xurrent IMR.
- Click on Test Webhook to trigger an example Incident and check the connection between Xurrent IMR and Freshservice.
On the Xurrent IMR Dashboard:
- Navigate to the Generic Integration page and Map the Freshservice payload with the required Xurrent IMR payload to automate the process.
| Key | Value |
|---|---|
| Message | {{payload.freshdesk_webhook.ticket_subject}} |
| Entity ID | {{payload.freshdesk_webhook.ticket_id}} |
| Summary | {{payload.freshdesk_webhook.ticket_description}} |
| Alert Type | {{payload.freshdesk_webhook.ticket_status}} |
| Alert Type - Critical | Open |
| Alert Type - Ack'ed | Pending |
| Alert Type - Resolved | Resolved/Closed |
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This is an example of the Mapping to Ack and Resolve the Incident on Xurrent IMR when there is a Status change from Open --> Pending and Pending --> Resolved.
- You can use the payload picker to Map the values and also add conditional logic to further automate and optimise the Incident workflow on Xurrent IMR. Refer to Generic Integration document for more details on Custom value mapping.
Open Modal