FreshworksFreshservice

Freshservice is a service management solution that allows customers to manage service requests, incidents, change requests tasks, and problem investigation.

Category

Case Management

Pack

FreshworksFreshservice

Configuration parameters

• url — Server URL (required)
• credentials — (required)
• first_fetch — First fetch timestamp
• max_fetch — Maximum incidents per fetch
• ticket_type — Ticket type to fetch as incidents.
• ticket_priority — Ticket Priority
• ticket_impact — Ticket Impact
• ticket_status — Ticket Status
• ticket_risk — Ticket Risk
• ticket_urgency — Ticket Urgency
• mirror_direction — Incident Mirroring Direction
• incidentType — Incident type
• close_incident — Close Mirrored XSOAR Incident
• close_ticket — Close Mirrored Freshservice Ticket
• fetch_ticket_task — Fetch tickets tasks
• proxy — Use system proxy settings
• insecure — Trust any certificate (not secure)
• isFetch — Fetch incidents
• incidentFetchInterval — Incidents Fetch Interval

Commands (50)

• freshservice-agent-group-list — Lists all the agent groups (or a specific agent group by ID) in a Freshservice account.
• freshservice-agent-list — Retrieve a list of all agents (or a specific agent by ID) in Freshservice. You can specify 'query' argument or any filter arguments, not both. When providing multiple filter arguments the connection between them will be "AND".
• freshservice-asset-list — Lists all the assets (or a specific asset by ID) in the Freshservice account. You can specify 'query' argument or any filter arguments, not both. When providing multiple filter arguments the connection between them will be "AND".
• freshservice-change-create — Create a new change request in Freshservice. Creating a ticket requires one of the following- requester_id or email.
• freshservice-change-delete — Delete the change request with the given ID from Freshservice.
• freshservice-change-list — Retrieve a list of all change requests or the change request with the given ID from Freshservice.
• freshservice-change-task-create — Create a new task on a change request in Freshservice.
• freshservice-change-task-delete — Delete the task on a change request with the given ID from Freshservice.
• freshservice-change-task-list — Retrieve the tasks on a change request with the given ID from Freshservice.
• freshservice-change-task-update — Update an existing task on an existing change request in Freshservice.
• freshservice-change-update — Update an existing change request in Freshservice.
• freshservice-department-list — Lists all the departments (or a specific department by ID) in a Freshservice account.
• freshservice-problem-create — Create a new problem request in Freshservice. Creating a problem requires one of the following- requester_id or email.
• freshservice-problem-delete — Delete the problem with the given ID from Freshservice.
• freshservice-problem-list — Retrieve a list of all problems or a specific problem with the given ID from Freshservice.
• freshservice-problem-task-create — Create a new task on a problem in Freshservice.
• freshservice-problem-task-delete — Delete the task on a problem with the given ID from Freshservice.
• freshservice-problem-task-list — Retrieve the tasks on a problem with the given ID from Freshservice.
• freshservice-problem-task-update — Update an existing task on an existing problem in Freshservice.
• freshservice-problem-update — Update an existing problem in Freshservice.
• freshservice-purchase-order-list — Lists all the purchase orders (or a specific order by ID) in a Freshservice account.
• freshservice-release-create — Create a new release request in Freshservice.
• freshservice-release-delete — Delete a release with the given ID from Freshservice.
• freshservice-release-list — Retrieve a list of all releases (or a specific release by ID) in Freshservice.
• freshservice-release-task-create — Create a new task on a release in Freshservice.
• freshservice-release-task-delete — Delete the task on a release with the given ID from Freshservice.
• freshservice-release-task-list — Retrieve the tasks on a release with the given ID from Freshservice.
• freshservice-release-task-update — Update an existing task on an existing release in Freshservice.
• freshservice-release-update — Update an existing release in Freshservice.
• freshservice-requester-field-list — Lists all the requester fields in a Freshservice account.
• freshservice-requester-list — Lists all the requesters (information about a user) in a Freshservice account. You can specify 'query' argument or any filter arguments, not both. When providing multiple filter arguments the connection between them will be "AND".
• freshservice-role-list — Lists all the roles in a Freshservice account. Roles allow you to manage access permissions for agents.
• freshservice-software-list — Lists all the software (or a specific software by ID) in the Freshservice account.
• freshservice-ticket-conversation-delete — Delete the conversation on a ticket with the given ID from Freshservice.
• freshservice-ticket-conversation-list — Retrieve all conversations of a ticket. Conversations consist of replies as well as public and private notes added to a ticket. Notes are non-invasive ways of sharing updates about a ticket amongst agents and requesters. Private notes are for collaboration between agents and are not visible to the requester. Public notes are visible to and can be created by, both requesters and agents.
• freshservice-ticket-conversation-note-create — Create a new note for an existing ticket conversation.
• freshservice-ticket-conversation-reply-create — Create a new reply for an existing ticket conversation.
• freshservice-ticket-conversation-update — Update an existing conversation on an existing ticket in Freshservice.
• freshservice-ticket-create — Create a new ticket at the service desk. The default ticket type is incident. Create ticket requires one of the following: requester_id, phone, email. Ticket type helps categorize the ticket according to the different kinds of issues your support team deals with. As of now, API v2 supports only type 'incident'.
• freshservice-ticket-delete — Delete an existing ticket in Freshservice.
• freshservice-ticket-list — Retrieve all existing tickets or a specific ticket by specifying the ticket ID. By default, only tickets that have been created within the past 30 days will be returned. For older tickets, use the updated_since filter. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. When providing multiple filter arguments the connection between them will be "AND".
• freshservice-ticket-task-create — Create a new task on a ticket request in Freshservice.
• freshservice-ticket-task-delete — Delete the task on a ticket with the given ID from Freshservice.
• freshservice-ticket-task-list — Retrieve tasks list (or a specific task) on a ticket with the given ID from Freshservice.
• freshservice-ticket-task-update — Update an existing task on an existing ticket in Freshservice.
• freshservice-ticket-update — Update an existing ticket in Freshservice.
• freshservice-vendor-list — Lists all the vendors (or a specific vendor by ID) in the Freshservice account.
• get-mapping-fields — Returns the list of fields for an incident type.
• get-modified-remote-data — Gets the list of incidents that were modified since the last update time. Note that this method is here for debugging purposes. The get-modified-remote-data command is used as part of a Mirroring feature, which is available in Cortex XSOAR from version 6.1.
• get-remote-data — Gets remote data from a remote incident. This method does not update the current incident, and should be used for debugging purposes.