Prerequisite: You must have purchased the ONARKEN® FreshService integration licence to enable the following features.
This guide describes the process to connect the ONARKEN's in built integration to FreshService ITSM.
To get started, you must first navigate to the 'Integrations' page.
Select FreshService.
If you have not purchased the FreshService integration license, you will receive the following message when you attempt to connect.
Follow the steps below to connect ONARKEN® to your FreshService instance.
Once connected to FreshService, the tickets view will have the additional columns in the 'All Tickets' table as described above.
To see if the integration connection has been successful, if you navigate to a ticket page in FreshService, you should see the ONARKEN Smart Lockers button, as seen below.
This button will let you create drop off and collection tasks directly in FreshService.
Assigning an account
After creating the connection between ONARKEN and FreshService, you must add a ticket requester ID of a user account that ONARKEN will create FreshService tickets under.
For this example, we created a bespoke requester called 'LapSafe Smart Lockers', which we recommend so users can easily tell which FreshService tickets have come from ONARKEN however, you can use any FreshService requester.
This requester account does not need Agent or VIP user permissions.
To find the user id simply look at the URL of the requester details page, and the ID will be displayed here. The URL will be displayed in this format:
https://{subdomain}.freshservice.com/itil/requesters/{requester-id}Copy the requester-idfrom the URL and paste this into the Ticket requester ID field in ONARKEN®.
Please note: tickets linked to FreshService cannot be closed directly from within ONARKEN® when connected to FreshService, or any other ITSM platform.
For more information on configuring ticketing settings, see Automatic Ticketing and Fault Reporting Settings