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.

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

Drop Off & Collection Integration

Ensure you have a personal access token generated for FreshsService and bound to your account. 

A ticket requester ID must be specified in the FreshService integration settings. 

Make sure that the ticket requester ID is linked to a FreshService account. We recommend creating a new dedicated account to report tickets from ONARKEN, so that it is easier for you to filter ONARKEN tickets against tickets from other users or sources. 

Ensure your FreshService subdomain name is correct, and that your API token was entered correctly when activating your FreshService. 
 

Ticket Linking

If you are having issues when managing the workflow for closing ONARKEN tickets in FreshService, you can view the execution logs which will show any issues with the workflow. 

Key points to check:

• Ensure that the endpoint for the web request is correct
• Check that you have used the correct subdomain name for your ONARKEN® instance in the endpoint URL. 
• Check that an inline credential is enabled for the web request, and that the 'Authentication Type' is set to 'API Key'
  • The API Key must be set to 'Authorisation'
• The request type must be set to 'POST', and the correct headers must be set as described in the setup guide. 

In ONARKEN, check that your personal access token you created for FreshService is present and active. You will be able to see if it has been used as the 'Last used at' date will be populated. If you do not save this token, you will have to regenerate it as you cannot view the token in ONARKEN once it has been created.