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For details on action mapping, see https://operations-help.atlassian.net/wiki/spaces/OPSHELP/pages/4259939/Integrate+with+Freshservice#Map-alert-actions.
Set up the integration
Freshservice is a bidirectional integration. Setting it up involves the following steps:
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| title | Instructions for new versions for Freshservice |
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From Admin > Workflow Automator, click New Automator and select Ticket. Add new event and set the following rules:
"Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications) "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications) "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications) "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications) Add an Action for the event and choose Trigger Webhook. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL. Set "POST" as request type, Encoding "JSON" and content "Simple". Enable all fields in the content field. Select Done. Select Activate. Add another event and set the following rule: "Note is Added" Type "Public" (For Public note notifications)
10. Add an Action for the event and choose Trigger Webhook. 11. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL. 12. Set "POST" as request type, Encoding "JSON" and content "Advanced". 13. Paste the JSON from here. 14. Click Done. 15. Select Activate. 16. Add another event and set the following rule: "Note is Added" Type "Private" (For Private note notifications) 17. Add an Action for the event and choose Trigger Webhook. 18. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL. 19. Set Select "POST" as for the request type, Encoding "JSON" for encoding, and content "AdvancedSimple" for content. 20. Paste the JSON from here. 21. Select Done. 22. Select Activate. |
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| title | Instructions for older versions of Freshservice UI |
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A Dispatch'r rule is needed to send Webhook notifications for new tickets and an Observer rule to send notifications on ticket actions (such as add note, close, reopen, and so on). Add Dispatch'r rule On the Admin > Dispatch'r Rule screen, select Add rule. Enter "JSM Create Alert" for the name. In the actions section, select "Trigger Webhook" from dropdown. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL. Set Select "POST" for the request type, "JSON" for encoding, and "Simple" for content. Select all the other fields in the content section. Select Save.
Add Observer rule On the Admin > Observer Rule screen, select Add rule. Enter “Jira Service Management Add Note Or Close Or Re-open" for the name. In the When Any of these events occur section, add the following conditions in the given order: "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications) "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications) "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications) "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications) "Note is Added" Type "Any" (for private and public note notifications)
In the perform these actions section, select "Trigger Webhook" from the dropdown. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL. Select "POST" for the request type, "JSON" for encoding, and "Simple" for content. Select all the other fields in the content section. Select Save.
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