How to automate ONARKEN® ticket resolution from FreshService?

Before reading this guide, please ensure you have set up the ONARKEN integration with FreshDesk. You can read the guide here: How to enable FreshService integration with ONARKEN®?
 

Automating Ticket Resolutions

FreshService tickets will be automatically created and linked to ONARKEN tickets as soon as the integration is active. However, a workflow must be created in FreshService to ensure that tickets closed or resolved in FreshService are updated accordingly in ONARKEN too. 

• You must be logged in as an Administrator in FreshService for this next task. 

Go to the 'Admin' tab in the sidebar on FreshService

When loaded, browse or search for 'Workflow Automator'

You will see this page displaying all Event-Based Workflows for tickets. You will need to create an Event-Based Workflow. 

Now follow the steps in the guide below:

To test if the connection works, simply raise a ticket on the 'All Tickets' page in ONARKEN. The ticket will be added to the table and a FreshService ticket will be created shortly after the ONARKEN ticket. 

You may have to refresh the page for the ticket information to update. 

If successful, the ITSM column of the new ticket record will be populated with an ID containing the name of the ITSM service, and the FreshService Ticket number. 

The ITSM ticket number will link to the ticket in FreshService. Click the ITSM ticket number and you will be taken to the ticket page in FreshService. 

You can then edit the ticket properties or assign the ticket to users how you wish. 

If this test has passed then tickets logged by users through fault reporting, and tickets generated from overdue loans will be created too [1].

Please note: you will be unable to close tickets in ONARKEN® when connected to FreshService, or any other ITSM platform.

[1] Providing feature is enabled.