Freshservice

To add a Freshservice step to your flow:

1. Go to the Apps in the palette, expand Freshservice, and drag the step you want to add onto the canvas.
   • For instructions on using the Freshservice trigger, see Freshservice Alerts trigger.
2. Connect the step to the previous step in the flow. This gives you access to the alert properties and outputs of previous steps when you configure this step's inputs.
3. Double-click the step to edit it, and use the Setup tab to configure the inputs. You can use plain text and input variables (or both). See the following sections for detailed information on the inputs for each step, including which are required.
4. On the Endpoint tab, configure the step to point to your Freshservice instance.
   • You can select a pre-existing endpoint or create a new endpoint.
     • To configure the new endpoint, enter your Freshservice API Key in the Username field and a password of your choice.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

Inputs

Inputs with an asterisk* are required.

Outputs

This output is available as inputs to steps further along the flow.

Inputs

Inputs with an asterisk* are required.

Outputs

These outputs are available as inputs to steps further along the flow.

1. Go to the Triggers tab in the palette, expand the App Triggers section and drag the trigger onto the canvas.
2. Double-click the trigger (or click the pencil icon).
3. Set the authenticating user, then copy the URL and Configuration Payload — you'll use these to set up the webhook in Freshservice. Alternatively, you can create an integration user to use as the authenticating user.

   

4. Click the Flood Control tab to edit the trigger's default flood control settings. For more information about these settings, see Trigger Flood Control.
5. Click Done.
6. On the flow canvas, connect the steps you want to run when xMatters receives a request to that URL.

You're now ready to configure Freshservice to target the trigger.

1. In Freshservice, go to the Admin menu.
2. In the Automation & Productivity section, select Workflow Automator.

   

3. From the Create menu in the top-right corner, select Workflow.

   

4. On the Create Workflow modal, fill in the following fields: 
   • Title: Add a unique name for the xMatters workflow.
   • Module: Select Tickets from the list of options.
   • Workflow Type: Select Event Based Workflow from the list of options.

   

5. Click Create.

The workflow is created and you're taken to the workflow canvas with an Event step already on the canvas.

6. The Event step configuration modal will automatically open. Fill in the following fields: 
   • When any of these events occur: Ticket is raised
   • These events can be performed by: Anyone
   • Step label field (optional): The step label is identical to the event occurrence labels. You can overwrite the step label if a more descriptive one is required.

   

7. Click Done.

The next two steps use a Condition step to determine when Freshservice should trigger the webhook and contact xMatters. For example, you can have Freshservice trigger the webhook based on the ticket's priority level, or a specific ticket status. While the steps describe setting the priority of a ticket, you can set the condition step based on your organization's requirements.

8. Drag and drop a Condition step onto the canvas and connect it to your 'Ticket is raised' event.

   

9. Configure the step for the conditions that are important for your organization.

   

10. Click Done.
11. Drag and drop an Action step onto the canvas, and attach it to the 'YES' branch of the condition step.

    

12. Configure the action: 
    • Perform these actions on drop-down menu: Ticket
    • Perform these actions on field: Trigger Webhook
    • Request type: POST
    • Callback URL: Paste the URL you copied from the trigger in Flow Designer.
    • Credentials: Select the credential type from the list of options, then enter your Freshservice credentials.

      For Basic authentication:

      • Credentials: Select Inline Credentials from the drop-down menu.
      • Authentication Type: Select Basic Auth from the drop-down menu.
      • Username: Username of the authenticating user.
      • Password: Password of the authenticating user.

      For OAuth authentication:

      • Credentials: Select Inline Credentials from the drop-down menu.
      • Authentication Type: Select No Auth from the drop-down menu.
      • Enable the Custom headers check box.
      • Key: Set as Authorization.
      • Value: Enter the bearer token.

    • Encoding: Select JSON and Advanced.
    • Content: Paste the configuration payload you copied from the trigger in the Flow Designer.

    

13. Click Done.
14. On the workflow canvas, click Activate.

Once the workflow is activated in Freshservice, you're ready to use the webhook to trigger automated flows, although we always recommend testing before putting things into use.

The trigger has the following outputs you can use as inputs to steps further along the flow. If you want to include additional items in the payload from Freshservice and make that information available in the outputs, you can convert the trigger to a custom HTTP trigger and edit the script.