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Freshservice Connector

This connector integrates Freshservice (FS) with powerful ALVAO Asset Management. It allows you to assign Alvao objects representing computers, peripherals, and other IT stuff (Configuration Items in terms of the ITIL) to each FS ticket.

Requirements​

  • ALVAO Asset Management
  • Freshservice
  • (ALVAO Asset Management Custom Apps module to run custom application)

Installation​

Setting up ALVAO SaaS​

To configure this connector in ALVAO SaaS, please contact support@alvao.com for assistance.

Setting up on-prem Alvao​

  1. Go to the Administration - Asset Management - Property definitions page and use the New property command to create object property with following values:

    • Property name: External Ticket Ids
    • Data type: string

  2. On the Administration - Asset Management - Object templates page, add the External Ticket Ids property to object templates of object types that should be assignable to FS tickets.

  3. Go to Administration - Settings - Advanced and create new setting ExternalTicketUrl. As a setting value enter the FS ticket page url and omit the ticket id parameter.

  4. On the Administration - Data queries page, create new data query named Freshservice tickets.

  5. Click on Edit - Query command and enter sql query:

SELECT 
    TRIM(value) AS 'Ticket id',
    (select sPropertyValue from tProperty where sProperty = 'ExternalTicketUrl') + TRIM(value) AS 'Url'
FROM NodeCust n
CROSS APPLY STRING_SPLIT(n.ExternalTicketIds, ',') AS value
WHERE n.ExternalTicketIds IS NOT NULL
AND n.NodeId = @customId

Take note of the data query numerical id that is contained in the query page url.

  1. Use the Edit - Permissions to grant the Everyone user group the right to view the data query.

  2. Go to the Administration - Applications page and import the FreshserviceExternalTickets.xml application.

    Open the application script and replace number 3 with the data query id from the previous step.

string urlBase = DbProperty.WebAppUrl;
string url =  $"{urlBase}/DataQuery/Result?id=3&customId={entityId}"; // id = Alvao data query id

Setting up FS​

Assigning Alvao object to FS ticket​

  1. View a ticket in FS.

  2. Seek the ALVAO widget in the right sidebar.

  3. Click on the Add object command. Search for an object by its name or object type. Assign it to the ticket by clicking on the "+" icon.

You can also unassign an object from the ticket in the widget.

Viewing FS tickets assigned to Alvao object​

Go to Alvao - Objects - Object - Freshservice tickets tab to view table of FS tickets assigned to an object.

Click on the ticket url in the table to view the FS ticket page.