Integrate with Freshservice

Overview

What does the integration offer?

Use the Freshservice Integration to forward Freshservice alerts to Jira Service Management. Jira Service Management determines the right people to notify based on on-call schedules– notifies via email, text messages (SMS), phone calls and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed.

How does the integration work?

• When a new ticket is created in Freshservice, an alert is also created in Jira Service Management automatically through the integration.

• When the status of a triggered event is changed from 2 or 3 to 4 or 5, Jira Service Management automatically closes the alert.

• If Send alert updates back to Freshservice is selected, actions for Freshservice are run in Freshservice when a chosen action is run in Jira Service Management for alerts that are created by the Freshservice integration.

• If Create Freshservice Tickets for Opsgenie Alerts is selected, actions for Freshservice are run in Freshservice when a chosen action is run in Jira Service Management for alerts that have a source other than the Freshservice integration.

For details on action mapping, see .

Add Freshservice integration

To add a Freshservice integration in Jira Service Management:

1. Go to your team’s operations page.

2. On the left navigation panel, select Integrations and then Add integration.

3. Run a search and select “Freshservice”.

4. On the next screen, enter a name for the integration.

5. Optional: Select a team in Assignee team if you want a specific team to receive alerts from the integration.

6. Select Continue.
   The integration is saved at this point.

7. Expand the Steps to configure the integration section and copy the URL.
   You will use this URL while configuring the integration in Freshservice later.

8. Select Turn on integration.
   The rules you create for the integration will work only if you turn on the integration.

Configure the integration in Freshservice

If you are using a new version of Freshservice:

1. From Admin > Workflow Automator, click New Automator and select Ticket.

2. 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)

3. Add an Action for the event and choose Trigger Webhook.

4. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

5. Set "POST" as request type, Encoding "JSON" and content "Simple".

6. Enable all fields in the content field.

7. Select Done.

8. Select Activate.

9. 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.

1. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

19. Set "POST" as request type, Encoding "JSON" and content "Advanced".

20. Paste the JSON from here.

21. Select Done.

22. Select Activate.

If you are using a new version of Freshservice

A "Dispatch'r Rule" is needed to send Webhook notifications for newly created tickets and an "Observer Rule" is needed to send notifications on ticket actions(Add note, close, reopen etc).

Adding Dispatch'r Rule

1. From Admin > Dispatch'r Rule screen, select "Add rule".

2. Set rule's name as "JSM Create Alert"

3. In actions section, choose "Trigger Webhook" from dropdown.

4. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

5. Set "POST" as request type, Encoding "JSON" and content "Simple"

6. Enable all fields in the content field.

7. Select "Save"

Adding Observer Rule

1. From Admin > Observer Rule screen, select "add rule".

2. Set rule's name as "Jira Service Management Add Note Or Close Or Re-open"

3. In "When Any of these events occur" populate following conditions with the given order:

   1. "Status Is Changed" From "Closed" To "Any Status" (For reopened tickets' notifications)

   2. "Status Is Changed" From "Any Status" To "Close" (For closed ticket's notifications)

   3. "Status Is Changed" From "Resolved" To "Any Status" (For reopened tickets' notifications)

   4. "Status Is Changed" From "Any Status" To "Resolved" (For resolved ticket's notifications)

   5. "Note is Added" Type "Any" (For Private and Public note notifications)

4. In actions section, select "Trigger Webhook" from the dropdown.

5. Paste the URL you copied while adding the integration in Jira Service Management into Callback URL.

6. Set "POST" as request type, Encoding "JSON" and content "Simple"

7. Enable all fields in the content field.

8. Select "Save"

Action Mapping

Jira Service Management allows customers to define action mappings between Jira Service Management actions and Freshservice actions.

For alerts created by Freshservice

• You can use this section to map Jira Service Management actions to Freshservice actions when the source of the alert is Freshservice (i.e When the alert is created by Freshservice integration.)

• You can map different Jira Service Management actions to different Freshservice actions. For example, you can add public comment to Freshservice ticket, when the alert is acknowledged. In order to do this, you should define If alert is acknowledged in Jira Service Management, add it as a public comment to ticket in Freshservice. mapping in Send Alert Updates Back to Freshservice section.

For other Jira Service Management alerts

• You can use this section to map Jira Service Management actions to Freshservice actions when the source of the alert is NOT Freshservice (i.e When the alert is created by another integration.)

• For this purpose, you can use Create Freshservice Tickets for Opsgenie Alerts section. To use this functionality, you need to map one Jira Service Management action to create an issue Freshservice action. The Jira Service Management action doesn't have to be alert is created, it can be other actions as well. However, this rule won’t work if you’re using SSO while logging in to Freshdesk.

• a tag is added to the alert and a custom action is executed on alert actions differ from other actions. When you select one of these actions, you'll see an extra field to enter for which tags or for which custom action this mapping will work.

• You can enter multiple tags by separating the tags with a comma. If you enter multiple tags, the mapping will work if the alert has one or more of the specified tags. You can also leave the tags field empty, if you would like the mapping to work for any tag.

• If you map an Jira Service Management action to multiple Freshservice actions, you will get an error except for the a tag is added to the alert and a custom action is executed on alert actions. You can save multiple mappings for these actions, because they will differ by the given tags and the given custom action names.

Sample payload sent from Freshservice

{
  "freshdesk_webhook": {
    "ticket_id": "INC-3",
    "ticket_subject": "trial",
    "ticket_description": "Test ticket",
    "ticket_url": "https://opsgenie.freshservice.com/helpdesk/tickets/3",
    "ticket_public_url": "https://opsgenie.freshservice.com/public/tickets/cfc13eb4a143ef632d219870a11ee6cd",
    "ticket_portal_url": "https://opsgenie.freshservice.com/support/tickets/3",
    "ticket_due_by_time": "Thu, 27 Aug, 2015 at 3:36 PM GMT +0300",
    "ticket_tags": "tag1, tag",
    "ticket_latest_public_comment": null,
    "ticket_group_name": "grp1",
    "ticket_agent_name": "agent1",
    "ticket_agent_email": "agent1@asd.com",
    "ticket_satisfaction_survey": "asd",
    "ticket_department_name": "Customer Support",
    "approval_url": null,
    "approval_portal_url": null,
    "ticket_status": "Open",
    "ticket_priority": "Low",
    "ticket_source": "Phone",
    "ticket_type": "Incident",
    "ticket_requester_name": "Tuba Ozturk",
    "ticket_requester_firstname": "Tuba",
    "ticket_requester_lastname": "Ozturk",
    "ticket_requester_email": "tubaozturk92@gmail.com",
    "ticket_requester_phone": "1234",
    "ticket_requester_address": "",
    "helpdesk_name": "opsgenie",
    "triggered_event": "{ticket_action:created}"
  }
}

Jira Service Management parses this payload as follows:

{
    "ticket_id" : "2",
    "subject" : "test subject",
    "description" : "test deskripsiyon",
    "url" : "2",
    "portal_url" : "https://opsgenie.freshdesk.com/support/tickets/2",
    "due_by_time" : "March 23 2016 at 10:06 AM",
    "tags" : [
        "tag1", "tag2"
    ],
    "latest_public_comment" : "pablik",
    "group_name" : "Product Management",
    "agent_name" : "eycint",
    "agent_email" : "agent1@asd.com",
    "satisfaction_survey" : "test data",
    "status" : "Open",
    "priority" : "Medium",
    "source" : "Phone",
    "ticket_type" : "Incident",
    "requester_name" : "halit okumus",
    "requester_first_name" : "halit",
    "requester_last_name" : "Incident",
    "requester_phone" : "1222",
    "requester_address" : "adres",
    "company_name" : "OpsGenie",
    "company_description" : "compa desc",
    "company_note" : "compnot",
    "helpdesk_name" : "opsgenie",
    "event_type" : "Create"
}

See also

Explore integration types

Explore integration actions

Add integration rules