Freshworks Freshservice

This Integration is part of the Freshworks Freshservice Pack.

Supported versions

Supported Cortex XSOAR versions: 6.8.0 and later.

Freshservice is a service management solution that allows customers to manage service requests, incidents, change requests tasks, and problem investigation. This integration was integrated and tested with version 2 of FreshworksFreshservice

Configure Freshworks Freshservice on Cortex XSOAR

1. Navigate to Settings > Integrations > Servers & Services.

2. Search for Freshworks Freshservice.

3. Click Add instance to create and configure a new integration instance.

   Parameter	Description	Required
   Server URL	Freshservice URL (make sure your URL includes your unique environment name)	True
   API Token	Freshservice API access token.	True
   Use system proxy settings		False
   Trust any certificate (not secure)		False
   Fetch incidents	Enable fetch incidents. Only incidents created after the specified "First fetch timestamp" will be retrieved.	False
   First fetch timestamp	First alert created date to fetch. e.g., "1 min ago","2 weeks ago","3 months ago"	False
   Maximum incidents per fetch	Maximum number of incidents per fetch. Default is 100.	False
   Ticket type to fetch as incidents.		False
   None	Incident priorities to fetch. The default is All. You can choose multiple priorities.	False
   Ticket Impact	Incident impacts to fetch. The default is All. You can choose multiple impacts.	False
   Ticket Status	The status of the tickets to fetch. Since each ticket type has its own unique set of statuses, select only statuses that match the selected ticket type(s).	False
   Ticket Risk	The risk of the tickets to fetch. Available only for the 'Change Request' ticket type.	False
   Ticket Urgency	The urgency of the tickets to fetch. Available only for the 'Incident/Service Request' ticket type. The default is All. You can choose multiple urgencies.	False
   Incident Mirroring Direction	Choose the direction to mirror the incident: Incoming (from Freshservice to Cortex XSOAR), Outgoing (from Cortex XSOAR to Freshservice), or Incoming and Outgoing (from/to Cortex XSOAR and Freshservice).	False
   Close Mirrored XSOAR Incident	When selected, closing the Freshservice ticket is mirrored in Cortex XSOAR.	False
   Close Mirrored Freshservice Ticket	When selected, closing the Cortex XSOAR incident is mirrored in Freshservice.	False
   Fetch tickets tasks	Fetch tasks for each ticket type and consider them in the mirroring (required an additional API request per each ticket).	False
   Incident type		False

4. Click Test to validate the URLs, token, and connection.

Commands

You can execute these commands from the Cortex XSOAR CLI, as part of an automation, or in a playbook. After you successfully execute a command, a DBot message appears in the War Room with the command details.

freshservice-ticket-list

---

Retrieve all existing tickets or a specific ticket by specifying the ticket ID. By default, only tickets that have been created within the past 30 days will be returned. For older tickets, use the updated_since filter. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. When providing multiple filter arguments the connection between them will be "AND".

Base Command

freshservice-ticket-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1. Only for fetching a list of tickets.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
ticket_id	The ticket ID. If not provided, return all existing tickets.	Optional
include	Extra ticket information to include. Just the 'stats', 'requester','requested_for' values are available for fetching a list of tickets. Use 'include' to embed additional details in the response. Each include will consume an additional 2 credits. For example, if you embed the stats information you will be charged a total of 3 API credits (1 credit for the API call, and 2 credits for the additional stats embedding). Possible values are: conversations, requester, requested_for, stats, department, tags.	Optional
filter	Ticket filter. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. Possible values are: open, watching, spam, deleted.	Optional
requester_id	Ticket requester ID (use freshservice-agent-list to get the agent ID).	Optional
email	Ticket requester email.	Optional
updated_since	Timestamp of when the ticket was last updated (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").	Optional
type	Ticket type. Possible values are: Incident, Service Request.	Optional
order_type	Tickets order type (order by ticket ID). Possible values are: asc, desc.	Optional
agent_id	Filter by agent ID. Use freshservice-agent-list to get the agent ID.	Optional
group_id	Filter tickets by group ID. Use freshservice-agent-group-list to get the agent group ID.	Optional
priority	Filter tickets by priority. Possible values are: Low, Medium, High, Urgent.	Optional
status	Filter tickets by status. Possible values are: Open, Pending, Resolved, Closed.	Optional
impact	Filter tickets by impact. Possible values are: Low, Medium, High.	Optional
urgency	Filter tickets by urgency. Possible values are: Low, Medium, High.	Optional
tag	Filter tickets by tag.	Optional
due_by	Filter Tickets by due by, (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").	Optional
fr_due_by	Filter Tickets by fr due by, (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").	Optional
created_at	Filter Tickets by created at, (for example "YYYY-MM-DDThh:mm", "1 min ago", "2 weeks ago").	Optional
query	Query to fetch tickets. You can specify the 'query' argument, 'filter' argument or any filter arguments, but not all of them together. For example "priority:3 AND group_id:21000478054 AND status:2" (Logical operators AND, OR along with parentheses () can be used to group conditions).	Optional

Context Output

Path	Type	Description
Freshservice.Ticket.subject	String	Ticket subject.
Freshservice.Ticket.group_id	Number	Ticket group ID.
Freshservice.Ticket.department_id	Number	Ticket department ID.
Freshservice.Ticket.category	String	Ticket category.
Freshservice.Ticket.sub_category	String	Ticket subcategory.
Freshservice.Ticket.item_category	String	Ticket item category.
Freshservice.Ticket.requester_id	Number	Ticket requester ID.
Freshservice.Ticket.responder_id	Number	Ticket responder ID.
Freshservice.Ticket.due_by	Date	The timestamp that denotes when the ticket is due to be resolved.
Freshservice.Ticket.fr_escalated	Boolean	Whether the ticket first request was escalated.
Freshservice.Ticket.deleted	Boolean	Ticket deleted.
Freshservice.Ticket.spam	Boolean	Ticket spam.
Freshservice.Ticket.email_config_id	Number	Ticket email config ID.
Freshservice.Ticket.is_escalated	Boolean	Whether the ticket is escalated.
Freshservice.Ticket.fr_due_by	Date	Indicates when the first response is due.
Freshservice.Ticket.id	Number	Ticket ID.
Freshservice.Ticket.priority	Number	Ticket priority.
Freshservice.Ticket.status	Number	Ticket status.
Freshservice.Ticket.source	Number	Ticket source.
Freshservice.Ticket.created_at	Date	Ticket creation time.
Freshservice.Ticket.updated_at	Date	Ticket updated at.
Freshservice.Ticket.requested_for_id	Number	Ticket requested for ID.
Freshservice.Ticket.to_emails	Number	Email addresses to which the ticket was originally sent.
Freshservice.Ticket.type	String	Ticket type.
Freshservice.Ticket.description	String	Ticket description.
Freshservice.Ticket.workspace_id	Number	Ticket workspace ID.

Command example

!freshservice-ticket-list

Context Example

{

"Freshservice": {

"Ticket": [

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-09T11:21:47Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "<div>s</div>",

"description_text": "s",

"due_by": "2023-04-12T18:00:00Z",

"email_config_id": null,

"fr_due_by": "2023-04-10T20:00:00Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": null,

"id": 244,

"is_escalated": true,

"item_category": null,

"priority": "Medium",

"reply_cc_emails": [],

"requested_for_id": 21001792073,

"requester_id": 21001792073,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "d",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-09T11:21:47Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-09T11:21:33Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "<div>s</div>",

"description_text": "s",

"due_by": "2023-04-19T21:00:00Z",

"email_config_id": null,

"fr_due_by": "2023-04-12T18:00:00Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": null,

"id": 243,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001792073,

"requester_id": 21001792073,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "d",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-09T11:21:33Z",

"workspace_id": 2

},

{

"category": "Hardware",

"cc_emails": [],

"created_at": "2023-04-04T13:58:50Z",

"custom_fields": {

"test_tal": "jgfhj"

},

"deleted": false,

"department_id": 21000263162,

"description": "jhdgfjhgdj 17:00",

"description_text": "jhdgfjhgdj 17:00",

"due_by": "2023-04-05T17:40:16Z",

"email_config_id": null,

"fr_due_by": "2023-04-04T18:40:16Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": 21000478053,

"id": 242,

"is_escalated": false,

"item_category": "Mac",

"priority": "High",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Phone",

"spam": false,

"status": "Pending",

"sub_category": "Computer",

"subject": "hdgjnhgdj",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T14:41:16Z",

"workspace_id": 2

},

{

"category": "Hardware",

"cc_emails": [],

"created_at": "2023-04-04T12:47:23Z",

"custom_fields": {

"test_tal": "gfsd"

},

"deleted": false,

"department_id": 21000263162,

"description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>gfsdgfdg</div></div>",

"description_text": "gfsdgfdg",

"due_by": "2023-04-06T18:50:12Z",

"email_config_id": null,

"fr_due_by": "2023-04-04T20:50:12Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": 21000478053,

"id": 241,

"is_escalated": false,

"item_category": "Mac",

"priority": "Medium",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Phone",

"spam": false,

"status": "Pending",

"sub_category": "Computer",

"subject": "vbfdgbdf",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T13:53:12Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-03T19:26:27Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "bfsbf 22:27 17:11",

"description_text": "bfsbf 22:27 17:11",

"due_by": "2023-04-04T14:36:07Z",

"email_config_id": null,

"fr_due_by": "2023-04-03T20:26:27Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": null,

"id": 240,

"is_escalated": false,

"item_category": null,

"priority": "Urgent",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": null,

"source": "Phone",

"spam": false,

"status": "Pending",

"sub_category": null,

"subject": "bsadbfs",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T14:17:07Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-03T19:18:53Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "Mirroring IN From Postman 17:08 ***",

"description_text": "Mirroring IN From Postman 17:08 ***",

"due_by": "2024-04-13T19:18:53Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T16:18:53Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": null,

"id": 239,

"is_escalated": false,

"item_category": null,

"priority": "Medium",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": null,

"source": "Phone",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "vgdsfa",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T14:10:36Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-03T18:57:53Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "fdbfg 21:59",

"description_text": "fdbfg 21:59",

"due_by": "2024-04-13T18:57:53Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T15:57:53Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": null,

"id": 238,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": null,

"source": "Phone",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "bgf",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-03T19:18:17Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-03T18:56:46Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "Mirroring IN From Postman 17:31 ***",

"description_text": "Mirroring IN From Postman 17:31 ***",

"due_by": "2023-04-05T12:57:13Z",

"email_config_id": null,

"fr_due_by": "2023-04-04T13:56:46Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": null,

"id": 237,

"is_escalated": true,

"item_category": null,

"priority": "High",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": null,

"source": "Phone",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "nene",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T14:30:56Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-03T18:47:25Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "bla 21:48 11:41 12:27",

"description_text": "bla 21:48 11:41 12:27",

"due_by": "2023-04-13T18:47:25Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T15:47:25Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": 21000478053,

"id": 236,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": null,

"source": "Phone",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "testtttttttt",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T09:28:24Z",

"workspace_id": 2

},

{

"category": "Hardware",

"cc_emails": [],

"created_at": "2023-04-03T15:50:59Z",

"custom_fields": {

"test_tal": "gdfsgdf"

},

"deleted": false,

"department_id": 21000263162,

"description": "update urgency? 19:50",

"description_text": "update urgency? 19:50",

"due_by": "2023-04-13T16:08:30Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T13:08:30Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": 21000478053,

"id": 235,

"is_escalated": false,

"item_category": "Mac",

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Phone",

"spam": false,

"status": "Pending",

"sub_category": "Computer",

"subject": "berbrebreb",

"tags": [

"123"

],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-03T16:51:11Z",

"workspace_id": 2

},

{

"category": "Software",

"cc_emails": [],

"created_at": "2023-04-03T15:40:41Z",

"custom_fields": {

"test_tal": "adgff"

},

"deleted": false,

"department_id": 21000263162,

"description": "fdagfdg 19:49",

"description_text": "fdagfdg 19:49",

"due_by": "2023-04-13T15:40:48Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T12:40:48Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": 21000478053,

"id": 234,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Phone",

"spam": false,

"status": "Open",

"sub_category": "MS Office",

"subject": "bfdds",

"tags": [

"g"

],

"to_emails": null,

"type": "Service Request",

"updated_at": "2023-04-03T16:49:11Z",

"workspace_id": 2

},

{

"category": "Hardware",

"cc_emails": [],

"created_at": "2023-04-03T15:25:02Z",

"custom_fields": {

"test_tal": "rgre"

},

"deleted": false,

"department_id": 21000263162,

"description": "<div style=\"font-family: -apple-system,BlinkMacSystemFont,Segoe UI,Roboto,Helvetica Neue,Arial,sans-serif; font-size: 14px; \"><div>rgre</div></div>",

"description_text": "rgre",

"due_by": "2023-04-13T15:25:02Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T12:25:02Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": 21000478053,

"id": 233,

"is_escalated": false,

"item_category": "PC",

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Yammer",

"spam": false,

"status": "Open",

"sub_category": "Computer",

"subject": "beb befrb",

"tags": [

"gre"

],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-03T15:25:02Z",

"workspace_id": 2

},

{

"category": "Network",

"cc_emails": [],

"created_at": "2023-04-03T08:02:55Z",

"custom_fields": {

"test_tal": "custom field test"

},

"deleted": false,

"department_id": 21000263163,

"description": "Mirroring IN From Postman 17:08 ***",

"description_text": "Mirroring IN From Postman 17:08 ***",

"due_by": "2023-04-14T14:14:10Z",

"email_config_id": null,

"fr_due_by": "2023-04-06T20:14:10Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": 21000478053,

"id": 230,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Phone",

"spam": false,

"status": "Pending",

"sub_category": "Access",

"subject": "subject test",

"tags": [

"gfg"

],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T14:14:10Z",

"workspace_id": 2

},

{

"category": null,

"cc_emails": [],

"created_at": "2023-04-02T14:34:38Z",

"custom_fields": {

"test_tal": null

},

"deleted": false,

"department_id": null,

"description": "16:58!",

"description_text": "16:58!",

"due_by": "2023-04-13T12:00:09Z",

"email_config_id": null,

"fr_due_by": "2023-04-05T18:00:09Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": null,

"id": 229,

"is_escalated": true,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001523008,

"requester_id": 21001523008,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "missing 'impact', 'urgency', 'attachments' fields",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T13:59:09Z",

"workspace_id": 2

},

{

"category": "Software",

"cc_emails": [],

"created_at": "2023-04-02T13:33:44Z",

"custom_fields": {

"test_tal": "dsgdsg"

},

"deleted": false,

"department_id": 21000263162,

"description": "Mirroring IN From Postman 16:52 ***",

"description_text": "Mirroring IN From Postman 16:52 ***",

"due_by": "2023-04-13T12:00:56Z",

"email_config_id": null,

"fr_due_by": "2023-04-05T18:00:57Z",

"fr_escalated": true,

"fwd_emails": [],

"group_id": 21000478053,

"id": 228,

"is_escalated": true,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001397559,

"requester_id": 21001397559,

"responder_id": 21001397559,

"source": "Phone",

"spam": false,

"status": "Open",

"sub_category": "MS Office",

"subject": "test ticket beni",

"tags": [

"cccc"

],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-04T13:52:56Z",

"workspace_id": 2

},

{

"category": "Network",

"cc_emails": [],

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{

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},

{

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"description": "TOLA 14:34",

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"fr_due_by": "2023-03-29T18:00:00Z",

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"requested_for_id": 21001932798,

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},

{

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},

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"description": "test! OUT to FS",

"description_text": "test! OUT to FS",

"due_by": "2023-04-05T21:00:00Z",

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"fr_due_by": "2023-03-29T18:00:00Z",

"fr_escalated": false,

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"requested_for_id": 21001932798,

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"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Closed",

"sub_category": null,

"subject": "abc",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-03-30T13:25:07Z",

"workspace_id": 2

},

{

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"created_at": "2023-03-26T09:36:39Z",

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},

"deleted": false,

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"description": "14:10 *** NEW",

"description_text": "14:10 *** NEW",

"due_by": "2023-04-05T21:00:00Z",

"email_config_id": null,

"fr_due_by": "2023-03-29T18:00:00Z",

"fr_escalated": false,

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"is_escalated": false,

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"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001932798,

"requester_id": 21001932798,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Pending",

"sub_category": null,

"subject": "abc",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-02T11:19:09Z",

"workspace_id": 2

},

{

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"created_at": "2023-03-26T09:32:31Z",

"custom_fields": {

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},

"deleted": false,

"department_id": null,

"description": "mirroring OUT to FS from XSOAR 2023-04-04 13:06",

"description_text": "mirroring OUT to FS from XSOAR 2023-04-04 13:06",

"due_by": "2023-04-11T13:25:11Z",

"email_config_id": null,

"fr_due_by": "2023-04-03T19:25:11Z",

"fr_escalated": false,

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"priority": "Low",

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"requested_for_id": 21001932798,

"requester_id": 21001932798,

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"source": "Portal",

"spam": false,

"status": "Pending",

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"subject": "abc",

"tags": [],

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"type": "Incident",

"updated_at": "2023-04-02T11:19:08Z",

"workspace_id": 2

},

{

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"cc_emails": [],

"created_at": "2023-03-26T09:30:45Z",

"custom_fields": {

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},

"deleted": false,

"department_id": null,

"description": "test-update from FS",

"description_text": "test-update from FS",

"due_by": "2023-04-11T12:45:27Z",

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"fr_due_by": "2023-04-03T18:45:27Z",

"fr_escalated": false,

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"requested_for_id": 21001932798,

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"source": "Portal",

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"status": "Pending",

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},

{

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},

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"department_id": null,

"description": "123456",

"description_text": "123456",

"due_by": "2023-04-05T21:00:00Z",

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"fr_due_by": "2023-03-29T18:00:00Z",

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},

{

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"created_at": "2023-03-26T09:24:30Z",

"custom_fields": {

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},

"deleted": false,

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"description": "<div>abc</div>",

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"requested_for_id": 21001932798,

"requester_id": 21001932798,

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"source": "Portal",

"spam": false,

"status": "Pending",

"sub_category": null,

"subject": "abc",

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"type": "Incident",

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},

{

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},

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"requested_for_id": 21001932798,

"requester_id": 21001932798,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Pending",

"sub_category": null,

"subject": "abc",

"tags": [],

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}

]

}

}

Human Readable Output

Ticket

Showing page 1. Current page size: 50.

Id	Description Text	Requester Id	Type	Subject	Status	Source	Impact	Priority	Custom Fields	Category	Created At	Updated At	Due By	Fr Due By
244	s	21001792073	Incident	d	Open	Portal		Medium			2023-04-09T11:21:47Z	2023-04-09T11:21:47Z	2023-04-12T18:00:00Z	2023-04-10T20:00:00Z
243	s	21001792073	Incident	d	Open	Portal		Low			2023-04-09T11:21:33Z	2023-04-09T11:21:33Z	2023-04-19T21:00:00Z	2023-04-12T18:00:00Z
242	jhdgfjhgdj 17:00	21001397559	Incident	hdgjnhgdj	Pending	Phone		High	test_tal: jgfhj	Hardware	2023-04-04T13:58:50Z	2023-04-04T14:41:16Z	2023-04-05T17:40:16Z	2023-04-04T18:40:16Z
241	gfsdgfdg	21001397559	Incident	vbfdgbdf	Pending	Phone		Medium	test_tal: gfsd	Hardware	2023-04-04T12:47:23Z	2023-04-04T13:53:12Z	2023-04-06T18:50:12Z	2023-04-04T20:50:12Z
240	bfsbf 22:27 17:11	21001397559	Incident	bsadbfs	Pending	Phone		Urgent			2023-04-03T19:26:27Z	2023-04-04T14:17:07Z	2023-04-04T14:36:07Z	2023-04-03T20:26:27Z
239	Mirroring IN From Postman 17:08 ***	21001397559	Incident	vgdsfa	Open	Phone		Medium			2023-04-03T19:18:53Z	2023-04-04T14:10:36Z	2024-04-13T19:18:53Z	2023-04-06T16:18:53Z
238	fdbfg 21:59	21001397559	Incident	bgf	Open	Phone		Low			2023-04-03T18:57:53Z	2023-04-03T19:18:17Z	2024-04-13T18:57:53Z	2023-04-06T15:57:53Z
237	Mirroring IN From Postman 17:31 ***	21001397559	Incident	nene	Open	Phone		High			2023-04-03T18:56:46Z	2023-04-04T14:30:56Z	2023-04-05T12:57:13Z	2023-04-04T13:56:46Z
236	bla 21:48 11:41 12:27	21001397559	Incident	testtttttttt	Open	Phone		Low			2023-04-03T18:47:25Z	2023-04-04T09:28:24Z	2023-04-13T18:47:25Z	2023-04-06T15:47:25Z
235	update urgency? 19:50	21001397559	Incident	berbrebreb	Pending	Phone		Low	test_tal: gdfsgdf	Hardware	2023-04-03T15:50:59Z	2023-04-03T16:51:11Z	2023-04-13T16:08:30Z	2023-04-06T13:08:30Z
234	fdagfdg 19:49	21001397559	Service Request	bfdds	Open	Phone		Low	test_tal: adgff	Software	2023-04-03T15:40:41Z	2023-04-03T16:49:11Z	2023-04-13T15:40:48Z	2023-04-06T12:40:48Z
233	rgre	21001397559	Incident	beb befrb	Open	Yammer		Low	test_tal: rgre	Hardware	2023-04-03T15:25:02Z	2023-04-03T15:25:02Z	2023-04-13T15:25:02Z	2023-04-06T12:25:02Z
230	Mirroring IN From Postman 17:08 ***	21001397559	Incident	subject test	Pending	Phone		Low	test_tal: custom field test	Network	2023-04-03T08:02:55Z	2023-04-04T14:14:10Z	2023-04-14T14:14:10Z	2023-04-06T20:14:10Z
229	16:58!	21001523008	Incident	missing 'impact', 'urgency', 'attachments' fields	Open	Portal		Low			2023-04-02T14:34:38Z	2023-04-04T13:59:09Z	2023-04-13T12:00:09Z	2023-04-05T18:00:09Z
228	Mirroring IN From Postman 16:52 ***	21001397559	Incident	test ticket beni	Open	Phone		Low	test_tal: dsgdsg	Software	2023-04-02T13:33:44Z	2023-04-04T13:52:56Z	2023-04-13T12:00:56Z	2023-04-05T18:00:57Z
227	Mirroring IN From Postman 15:27	21001397559	Incident	blabla	Pending	Phone		Medium	test_tal: blablabla	Network	2023-04-02T11:58:42Z	2023-04-04T14:23:09Z	2023-04-05T18:02:09Z	2023-04-03T20:00:00Z
226	Mirroring IN From Postman 15:51	21001397559	Incident	subject fpidsfpidsfpisdfmdsfmdsp'fmdsmfpidsjmf idsoifhds udjfoidsjfidsj'	Pending	Phone		Low	test_tal: bla bla	Network	2023-03-29T14:35:35Z	2023-04-02T12:52:12Z	2023-04-12T20:47:00Z	2023-04-05T17:47:00Z
223	Mirroring IN From Postman 18:56	21001941102	Incident	sa	Open	Portal		Low			2023-03-27T13:39:13Z	2023-04-03T15:56:07Z	2023-04-13T12:00:55Z	2023-04-05T18:00:55Z
220	OUT 15:28	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T12:17:29Z	2023-04-02T12:29:11Z	2023-04-11T13:18:12Z	2023-04-03T19:18:12Z
219	test!	21001932798	Incident	abc	Closed	Portal		Low		Software	2023-03-26T11:41:47Z	2023-03-27T09:02:18Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
218	abc	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T10:22:28Z	2023-03-26T10:22:29Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
217	Tal mirroring NOW	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T09:56:17Z	2023-03-30T12:19:21Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
216	TOLA 14:34	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T09:44:52Z	2023-04-02T11:37:17Z	2023-04-11T12:40:51Z	2023-03-29T18:00:00Z
213	test! OUT to FS	21001932798	Incident	abc	Closed	Portal		Low			2023-03-26T09:40:11Z	2023-03-30T13:25:07Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
212	14:10 *** NEW	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T09:36:39Z	2023-04-02T11:19:09Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
209	mirroring OUT to FS from XSOAR 2023-04-04 13:06	21001932798	Incident	abc	Pending	Portal		Low			2023-03-26T09:32:31Z	2023-04-02T11:19:08Z	2023-04-11T13:25:11Z	2023-04-03T19:25:11Z
208	test-update from FS	21001932798	Incident	abc	Pending	Portal		Low			2023-03-26T09:30:45Z	2023-03-30T13:22:37Z	2023-04-11T12:45:27Z	2023-04-03T18:45:27Z
207	123456	21001932798	Incident	abc	Pending	Portal		Low			2023-03-26T09:30:30Z	2023-04-02T09:19:07Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
205	abc	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T09:24:30Z	2023-03-26T09:24:53Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z
204	Mirroring 204	21001932798	Incident	abc	Pending	Portal		Low		Software	2023-03-26T09:23:05Z	2023-03-30T12:35:07Z	2023-04-05T21:00:00Z	2023-03-29T18:00:00Z

freshservice-ticket-create

---

Create a new Ticket at the service desk. The default Ticket type is incident. Create ticket required one of the following: requester_id, phone, email. Ticket type helps categorize the ticket according to the different kinds of issues your support team deals with. As of now, API v2 supports only type 'incident'.

Base Command

freshservice-ticket-create

Input

Argument Name	Description	Required
description	HTML content of the ticket.	Required
name	Name of the requester.	Optional
requester_id	User ID of the requester. For existing contacts, the 'requester_id' can be passed instead of the requester's email. In case both 'email' and 'requester ID' are specified, the requester ID will override the 'email' field. If 'requester_id' is not provided, 'email' must be specified.	Optional
email	Email address of the requester. If 'email' is not provided, 'requester_id' must be specified. In case both 'email' and 'requester ID' are specified, the requester ID will override the 'email' field. If no contact exists with this email address in Freshservice, it will be added as a new contact.	Optional
phone	Phone number of the requester. The 'phone' can be passed instead of the requester's email. If no contact exists with this phone number in Freshservice, it will be added as a new contact. The name attribute is mandatory if the phone number is set and the email address is not.	Optional
status	Status of the ticket. Possible values are: Open, Pending, Resolved, Closed.	Required
priority	Priority of the ticket. Possible values are: Low, Medium, High, Urgent.	Required
subject	The subject of the ticket.	Required
source	The channel through which the ticket was created. The default value is 'Portal'. (Email=1, Portal=2, Phone=3, Chat=4, Feedback widget=5, Yammer=6, AWS Cloudwatch=7, Pagerduty=8, Walkup=9, Slack=10). Possible values are: Email, Portal, Phone, Chat, Feedback widget, Yammer, AWS Cloudwatch, Pagerduty, Walkup, Slack.	Optional
tags	Tags that have been associated with the ticket.	Optional
department_id	Department ID of the requester. Use freshservice-department-list to get the department ID.	Optional
category	Ticket category. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
sub_category	Ticket subcategory. Note that each category has a different predefined subcategory.	Optional
assets	Assets that have to be associated with the ticket (the asset display_id).	Optional
urgency	Ticket urgency. Possible values are: Low, Medium, High.	Optional
impact	Ticket impact. Possible values are: Low, Medium, High.	Optional
problem	The problem that needs to be associated with the ticket (use freshservice-problem-list to get the problem ID).	Optional
change_initiating_ticket	Change causing the Ticket that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).	Optional
change_initiated_by_ticket	Change needed for the Ticket to be fixed that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).	Optional
responder_id	The ID of the agent to whom the ticket has been assigned (use freshservice-agent-list to get the agent ID).	Optional
attachments	Ticket attachments. The total size of these attachments cannot exceed 15MB. Upload the file to Cortex XSOAR and provide the file ID for attaching the file to Freshservice tickets.	Optional
cc_emails	Email address added in the 'cc' field of the incoming ticket email.	Optional
custom_fields	Key value pairs containing the names and values of custom fields. For example 'key1=value1, key2=value2'.	Optional
due_by	The timestamp that denotes when the ticket is due to be resolved. The value must be greater than the ticket creation time.	Optional
email_config_id	The ID of the email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com).	Optional
fr_due_by	The timestamp that denotes when the first response is due. Has to be greater than ticket creation time. It should not be blank if due_by is given. (for example YYYY-MM-DDThh:mm).	Optional
group_id	The ID of the group to which the Ticket has been assigned. The default value is the ID of the group that is associated with the given email config ID. Use freshservice-agent-group-list to get the agent group ID.	Optional

Context Output

Path	Type	Description
Freshservice.Ticket.fr_escalated	Boolean	Whether the ticket first request was escalated.
Freshservice.Ticket.spam	Boolean	Ticket spam.
Freshservice.Ticket.email_config_id	Number	Ticket email config ID.
Freshservice.Ticket.group_id	Number	Ticket group ID.
Freshservice.Ticket.priority	Number	Ticket priority.
Freshservice.Ticket.requester_id	Date	Ticket requester ID.
Freshservice.Ticket.requested_for_id	Date	Ticket requested for ID.
Freshservice.Ticket.responder_id	Number	Ticket responder ID.
Freshservice.Ticket.source	Number	Ticket source.
Freshservice.Ticket.status	Number	Ticket status.
Freshservice.Ticket.subject	String	Ticket subject.
Freshservice.Ticket.to_emails	String	Email addresses to which the ticket was originally sent.
Freshservice.Ticket.department_id	Number	Ticket department ID.
Freshservice.Ticket.id	Number	Ticket ID.
Freshservice.Ticket.type	String	Ticket type.
Freshservice.Ticket.due_by	Date	The timestamp that denotes when the ticket is due to be resolved.
Freshservice.Ticket.fr_due_by	Date	Indicates when the first response is due.
Freshservice.Ticket.is_escalated	Boolean	Whether the ticket is escalated.
Freshservice.Ticket.description	String	Ticket description.
Freshservice.Ticket.category	String	Ticket category.
Freshservice.Ticket.sub_category	String	Ticket subcategory.
Freshservice.Ticket.item_category	String	Ticket item category.
Freshservice.Ticket.created_at	Date	Ticket creation time.
Freshservice.Ticket.updated_at	Date	Ticket updated at.

Command example

!freshservice-ticket-create description=description email=liors@qmasters.co status=Open priority=Low subject=subject

Context Example

{

"Freshservice": {

"Ticket": {

"attachments": [],

"category": null,

"cc_emails": [],

"created_at": "2023-04-13T14:15:15Z",

"custom_fields": {

"test_tal": null

},

"department_id": null,

"description": "<div>description</div>",

"description_text": "description",

"due_by": "2023-04-25T14:15:15Z",

"email_config_id": null,

"fr_due_by": "2023-04-17T20:15:15Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": null,

"id": 247,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001792073,

"requester_id": 21001792073,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "subject",

"tags": [],

"to_emails": null,

"type": "Incident",

"updated_at": "2023-04-13T14:15:15Z",

"workspace_id": 2

}

}

}

Human Readable Output

Ticket

Ticket created successfully

Id	Description Text	Requester Id	Type	Subject	Status	Source	Impact	Priority	Custom Fields	Category	Created At	Updated At	Due By	Fr Due By
247	description	21001792073	Incident	subject	Open	Portal		Low			2023-04-13T14:15:15Z	2023-04-13T14:15:15Z	2023-04-25T14:15:15Z	2023-04-17T20:15:15Z

freshservice-ticket-update

---

Update an existing Ticket in Freshservice.

Base Command

freshservice-ticket-update

Input

Argument Name	Description	Required
ticket_id	The Ticket ID to update (use freshservice-ticket-list to get ticket ID).	Required
description	HTML content of the ticket.	Optional
name	Name of the requester.	Optional
requester_id	User ID of the requester (use freshservice-agent-list to get the agent ID). For existing contacts, the requester_id can be passed instead of the requester's email.	Optional
email	Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact.	Optional
phone	Phone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact. The name attribute is mandatory if the phone number is set and the email address is not.	Optional
status	Status of the ticket. Possible values are: Open, Pending, Resolved, Closed.	Optional
priority	Priority of the ticket. Possible values are: Low, Medium, High, Urgent.	Optional
subject	The subject of the ticket.	Optional
source	The channel through which the Ticket was created. The default value is 2. (Email=1, Portal=2, Phone=3, Chat=4, Feedback widget=5, Yammer=6, AWS Cloudwatch=7, Pagerduty=8, Walkup=9, Slack=10). Possible values are: Email, Portal, Phone, Chat, Feedback widget, Yammer, AWS Cloudwatch, Pagerduty, Walkup, Slack.	Optional
tags	Tags that have been associated with the ticket (replace the exist value).	Optional
department_id	Department ID of the requester. Use freshservice-department-list to get the department ID.	Optional
category	Ticket category. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
sub_category	Ticket subcategory. Note that each category has a different predefined subcategory.	Optional
assets	Assets that have to be associated with the ticket (the asset display_id. Replace the exist value).	Optional
urgency	Ticket urgency. Possible values are: Low, Medium, High.	Optional
impact	Ticket impact. Possible values are: Low, Medium, High.	Optional
problem	The problem that needs to be associated with the ticket (use freshservice-problem-list to get the problem ID).	Optional
change_initiating_ticket	Change causing the Ticket that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).	Optional
change_initiated_by_ticket	Change needed for the Ticket to be fixed that needs to be associated with the Ticket (use freshservice-change-list to get the change ID).	Optional
responder_id	The ID of the agent to whom the ticket has been assigned (use freshservice-agent-list to get the agent ID).	Optional
attachments	Ticket attachments. The total size of these attachments cannot exceed 15MB. Upload the file to Cortex XSOAR and provide the file ID for attaching the file to Freshservice tickets.	Optional
cc_emails	Email address added in the 'cc' field of the incoming ticket email.	Optional
custom_fields	Key value pairs containing the names and values of custom fields. Read more here.	Optional
due_by	Timestamp that denotes when the Ticket is due to be resolved (for example YYYY-MM-DDThh:mm).	Optional
email_config_id	The ID of the email config which is used for this ticket. (i.e., support@yourcompany.com/sales@yourcompany.com).	Optional
fr_due_by	Timestamp that denotes when the first response is due (for example YYYY-MM-DDThh:mm).	Optional
group_id	The ID of the group to which the Ticket has been assigned. The default value is the ID of the group that is associated with the given email_config_id. Use freshservice-agent-group-list to get the agent group ID.	Optional

Context Output

Path	Type	Description
Freshservice.Ticket.spam	Boolean	Ticket spam.
Freshservice.Ticket.email_config_id	Number	Ticket email config ID.
Freshservice.Ticket.fr_escalated	Boolean	Whether the ticket first request was escalated.
Freshservice.Ticket.group_id	Number	Ticket group ID.
Freshservice.Ticket.priority	Number	Ticket priority.
Freshservice.Ticket.requester_id	Date	Ticket requester ID.
Freshservice.Ticket.requested_for_id	Date	Ticket requested for ID.
Freshservice.Ticket.responder_id	Number	Ticket responder ID.
Freshservice.Ticket.source	Number	Ticket source.
Freshservice.Ticket.status	Number	Ticket status.
Freshservice.Ticket.subject	String	Ticket subject.
Freshservice.Ticket.description	String	Ticket description.
Freshservice.Ticket.category	String	Ticket category.
Freshservice.Ticket.sub_category	String	Ticket sub-category.
Freshservice.Ticket.item_category	String	Ticket item category.
Freshservice.Ticket.id	Number	Ticket ID.
Freshservice.Ticket.type	String	Ticket type.
Freshservice.Ticket.to_emails	String	Email addresses to which the ticket was originally sent.
Freshservice.Ticket.department_id	Number	Ticket department ID.
Freshservice.Ticket.is_escalated	Boolean	Whether the ticket is escalated.
Freshservice.Ticket.due_by	Date	The timestamp that denotes when the ticket is due to be resolved.
Freshservice.Ticket.fr_due_by	Date	Indicates when the first response is due.
Freshservice.Ticket.created_at	Date	Ticket creation time.
Freshservice.Ticket.updated_at	Date	Ticket updated at.

Command example

!freshservice-ticket-update ticket_id=245 description=description

Context Example

{

"Freshservice": {

"Ticket": {

"attachments": [],

"category": null,

"cc_emails": [],

"created_at": "2023-04-13T13:06:39Z",

"custom_fields": {

"test_tal": "sd"

},

"department_id": null,

"description": "description",

"description_text": "description",

"due_by": "2023-04-25T13:06:39Z",

"email_config_id": null,

"fr_due_by": "2023-04-17T19:06:40Z",

"fr_escalated": false,

"fwd_emails": [],

"group_id": null,

"id": 245,

"is_escalated": false,

"item_category": null,

"priority": "Low",

"reply_cc_emails": [],

"requested_for_id": 21001523121,

"requester_id": 21001523121,

"responder_id": null,

"source": "Portal",

"spam": false,

"status": "Open",

"sub_category": null,

"subject": "Support Needed...",

"tags": [

"sss"

],

"to_emails": null,

"type": "Request",

"updated_at": "2023-04-13T14:15:21Z",

"workspace_id": 3

}

}

}

Human Readable Output

Ticket

Ticket updated successfully

Id	Description Text	Requester Id	Type	Subject	Status	Source	Impact	Priority	Custom Fields	Category	Created At	Updated At	Due By	Fr Due By
245	description	21001523121	Request	Support Needed...	Open	Portal		Low	test_tal: sd		2023-04-13T13:06:39Z	2023-04-13T14:15:21Z	2023-04-25T13:06:39Z	2023-04-17T19:06:40Z

freshservice-ticket-delete

---

Delete an existing Ticket in Freshservice.

Base Command

freshservice-ticket-delete

Input

Argument Name	Description	Required
ticket_id	The Ticket ID to delete (use freshservice-ticket-list to get ticket ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-ticket-delete ticket_id=246

Human Readable Output

Ticket deleted successfully

freshservice-ticket-task-list

---

Retrieve tasks list (or a specific task) on a Ticket with the given ID from Freshservice.

Base Command

freshservice-ticket-task-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
ticket_id	The Ticket ID (use freshservice-ticket-list to get ticket ID).	Required
task_id	The Ticket task ID.	Optional

Context Output

Path	Type	Description
Freshservice.Ticket.Task.id	Number	Task ID.
Freshservice.Ticket.Task.agent_id	Number	Task agent ID.
Freshservice.Ticket.Task.status	Number	Task status.
Freshservice.Ticket.Task.due_date	Date	Task due date.
Freshservice.Ticket.Task.notify_before	Number	Task notify before.
Freshservice.Ticket.Task.title	String	Task title.
Freshservice.Ticket.Task.description	String	Task description.
Freshservice.Ticket.Task.created_at	Date	Task creation time.
Freshservice.Ticket.Task.updated_at	Date	Task updated at.
Freshservice.Ticket.Task.closed_at	Date	Task closed at.
Freshservice.Ticket.Task.group_id	Number	Task group ID.
Freshservice.Ticket.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-ticket-task-list ticket_id=2

Context Example

{

"Freshservice": {

"Ticket": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-03-26T10:13:03Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-03-29T18:00:00Z",

"group_id": null,

"id": 107,

"notify_before": 7200,

"status": "Open",

"title": "test",

"updated_at": "2023-03-26T10:13:03Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Ticket

Showing page 1. Current page size: 50.

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
107	description	test	7200	Open	false		2023-03-26T10:13:03Z	2023-03-26T10:13:03Z	2023-03-29T18:00:00Z

freshservice-ticket-task-create

---

Create a new task on a Ticket request in Freshservice.

Base Command

freshservice-ticket-task-create

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Required
notify_before	Time in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).	Required
title	Task title.	Required
description	Task description.	Required
status	Task status, default is 'Open'. Possible values are: Open, In Progress, Completed.	Optional
ticket_id	The Ticket ID to add a task for (use freshservice-ticket-list to get ticket ID).	Required

Context Output

Path	Type	Description
Freshservice.Ticket.Task.id	Number	Task ID.
Freshservice.Ticket.Task.agent_id	Number	Task agent ID.
Freshservice.Ticket.Task.status	Number	Task status.
Freshservice.Ticket.Task.due_date	Date	Task due date.
Freshservice.Ticket.Task.notify_before	Number	Task notify before.
Freshservice.Ticket.Task.title	String	Task title.
Freshservice.Ticket.Task.description	String	Task description.
Freshservice.Ticket.Task.created_at	Date	Task creation time.
Freshservice.Ticket.Task.updated_at	Date	Task updated at.
Freshservice.Ticket.Task.closed_at	Date	Task closed at.
Freshservice.Ticket.Task.group_id	Number	Task group ID.
Freshservice.Ticket.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-ticket-task-create due_date="2020-04-03T10:26:13.067Z" notify_before="2020-05-03T10:26:13.067Z" title=title description=description status=Open ticket_id=2

Context Example

{

"Freshservice": {

"Ticket": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:15:38Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:15:38Z",

"group_id": null,

"id": 192,

"notify_before": 7200,

"status": "Open",

"title": "title",

"updated_at": "2023-04-13T14:15:38Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Ticket

Ticket Task created successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
192	description	title	7200	Open	false		2023-04-13T14:15:38Z	2023-04-13T14:15:38Z	2023-04-17T20:15:38Z

freshservice-ticket-task-update

---

Update an existing task on an existing Ticket in Freshservice.

Base Command

freshservice-ticket-task-update

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Optional
notify_before	Time in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).	Optional
title	Task title.	Optional
description	Task description.	Optional
status	Task status, default is 'Open'. Possible values are: Open, In Progress, Completed.	Optional
ticket_id	The Ticket ID to update a task for (use freshservice-ticket-list to get ticket ID).	Required
task_id	The Task ID for an update (use freshservice-ticket-task-list to get the task ID).	Required

Context Output

Path	Type	Description
Freshservice.Ticket.Task.id	Number	Task ID.
Freshservice.Ticket.Task.agent_id	Number	Task agent ID.
Freshservice.Ticket.Task.status	Number	Task status.
Freshservice.Ticket.Task.due_date	Date	Task due date.
Freshservice.Ticket.Task.notify_before	Number	Task notify before.
Freshservice.Ticket.Task.title	String	Task title.
Freshservice.Ticket.Task.description	String	Task description.
Freshservice.Ticket.Task.created_at	Date	Task creation time.
Freshservice.Ticket.Task.updated_at	Date	Task updated at.
Freshservice.Ticket.Task.closed_at	Date	Task closed at.
Freshservice.Ticket.Task.group_id	Number	Task group ID.
Freshservice.Ticket.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-ticket-task-update description=updated ticket_id=220 task_id=183

Context Example

{

"Freshservice": {

"Ticket": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T13:48:07Z",

"custom_fields": {},

"deleted": false,

"description": "updated",

"due_date": "2023-04-17T19:48:07Z",

"group_id": null,

"id": 183,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis-tese",

"updated_at": "2023-04-13T14:15:44Z",

"workspace_id": 2

}

],

"id": "220"

}

}

}

Human Readable Output

Ticket

Ticket Task updated successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
183	updated	Supply lightsabers to all the Jedis-tese	0	Open	false		2023-04-13T13:48:07Z	2023-04-13T14:15:44Z	2023-04-17T19:48:07Z

freshservice-ticket-task-delete

---

Delete the task on a Ticket with the given ID from Freshservice.

Base Command

freshservice-ticket-task-delete

Input

Argument Name	Description	Required
ticket_id	Ticket ID (use freshservice-ticket-list to get ticket ID).	Required
task_id	Task ID to delete (use freshservice-ticket-task-list to get the task ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-ticket-task-delete ticket_id=220 task_id=184

Human Readable Output

Ticket Task deleted successfully

freshservice-ticket-conversation-list

---

Retrieve all Conversations of a Ticket. Conversations consist of replies as well as public and private notes added to a ticket. Notes are non-invasive ways of sharing updates about a ticket amongst agents and requesters. Private notes are for collaboration between agents and are not visible to the requester. Public notes are visible to and can be created by, both requesters and agents.

Base Command

freshservice-ticket-conversation-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
ticket_id	The Ticket ID (use freshservice-ticket-list to get ticket ID).	Required

Context Output

Path	Type	Description
Freshservice.Ticket.Conversation.id	Date	Conversation ID.
Freshservice.Ticket.Conversation.user_id	Date	Conversation user ID.
Freshservice.Ticket.Conversation.to_emails	String	Conversation to emails.
Freshservice.Ticket.Conversation.body	String	Conversation body.
Freshservice.Ticket.Conversation.body_text	String	Conversation body text.
Freshservice.Ticket.Conversation.ticket_id	Number	Conversation ticket ID.
Freshservice.Ticket.Conversation.created_at	Date	Conversation creation time.
Freshservice.Ticket.Conversation.updated_at	Date	Conversation updated at.
Freshservice.Ticket.Conversation.incoming	Boolean	Conversation incoming.
Freshservice.Ticket.Conversation.private	Boolean	Conversation private.
Freshservice.Ticket.Conversation.support_email	String	Conversation support email.
Freshservice.Ticket.Conversation.source	Number	Conversation source.
Freshservice.Ticket.Conversation.from_email	String	Conversation from email.
Freshservice.Ticket.Conversation.meta.count	Number	Conversation meta count.

Command example

!freshservice-ticket-conversation-list ticket_id=6

Context Example

{

"Freshservice": {

"Ticket": {

"Conversation": [

{

"attachments": [],

"bcc_emails": [],

"body": "<div>Can you provide some screenshots?</div>",

"body_text": "Can you provide some screenshots?",

"cc_emails": [],

"created_at": "2023-04-13T13:55:40Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21010429932,

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"body": "<div>Hi tom, Still Angry</div>",

"body_text": "Hi tom, Still Angry",

"cc_emails": [],

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"updated_at": "2023-04-13T13:54:15Z",

"user_id": 21001397559

},

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"bcc_emails": [],

"body": "<div>Can you provide some screenshots?</div>",

"body_text": "Can you provide some screenshots?",

"cc_emails": [],

"created_at": "2023-04-13T13:53:38Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21010429779,

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"user_id": 21001397559

},

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"attachments": [],

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"body": "<div>body</div>",

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T12:17:39Z",

"from_email": null,

"id": 21009603625,

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"updated_at": "2023-03-26T12:17:39Z",

"user_id": 21001397559

},

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"body": "<div>body</div>",

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T12:17:38Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21009603624,

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"user_id": 21001397559

},

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"body": "Can you provide some screenshots?",

"body_text": "Can you provide some screenshots?",

"cc_emails": [],

"created_at": "2023-03-26T11:42:56Z",

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"updated_at": "2023-04-13T13:55:18Z",

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},

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"body": "<div>body</div>",

"body_text": "body",

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"body": "<div>body</div>",

"body_text": "body",

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"created_at": "2023-03-26T11:41:54Z",

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"user_id": 21001397559

},

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"body": "<div>body</div>",

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},

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"body": "<div>body</div>",

"body_text": "body",

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"created_at": "2023-03-26T10:22:35Z",

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"body": "<div>body</div>",

"body_text": "body",

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"user_id": 21001397559

},

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"body": "<div>body</div>",

"body_text": "body",

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},

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"body": "<div>body</div>",

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T09:57:11Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21009603113,

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"updated_at": "2023-03-26T09:57:11Z",

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},

{

"attachments": [],

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"body": "<div>Hey</div>",

"body_text": "Hey",

"cc_emails": [],

"created_at": "2023-03-05T12:36:36Z",

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"body": "<div>Hi tom, Still Angry</div>",

"body_text": "Hi tom, Still Angry",

"cc_emails": [],

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"from_email": null,

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"updated_at": "2023-03-05T12:35:43Z",

"user_id": 21001397559

},

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"attachments": [],

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"body": "<div>Hi tom, Still Angry</div>",

"body_text": "Hi tom, Still Angry",

"cc_emails": [],

"created_at": "2023-03-05T12:34:55Z",

"from_email": null,

"id": 21008417264,

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"updated_at": "2023-03-05T12:34:55Z",

"user_id": 21001397559

},

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"attachments": [],

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"body": "<div>Hey</div>",

"body_text": "Hey",

"cc_emails": [],

"created_at": "2023-03-05T12:18:54Z",

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"id": 21008417220,

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"updated_at": "2023-03-05T12:18:54Z",

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},

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"body": "<div>Hi tom, Still Angry</div>",

"body_text": "Hi tom, Still Angry",

"cc_emails": [],

"created_at": "2023-03-05T12:08:14Z",

"from_email": null,

"id": 21008417196,

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"updated_at": "2023-03-05T12:08:14Z",

"user_id": 21001397559

},

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"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T11:03:51Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008417060,

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"user_id": 21001397559

},

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"bcc_emails": [],

"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:57:06Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008417031,

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"user_id": 21001397559

},

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"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

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"created_at": "2023-03-05T10:56:55Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008417030,

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"user_id": 21001397559

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"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

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"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

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"body": "<div>try to upload file</div>",

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"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

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],

"updated_at": "2023-03-05T10:13:48Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [

"liors@qmasters.co"

],

"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:09:29Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008416872,

"incoming": false,

"private": false,

"source": 0,

"support_email": "QDEV@qmasters.freshservice.com",

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:09:29Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [

"liors@qmasters.co"

],

"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:04:25Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008416852,

"incoming": false,

"private": false,

"source": 0,

"support_email": "QDEV@qmasters.freshservice.com",

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:04:25Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:00:45Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008416838,

"incoming": false,

"private": false,

"source": 0,

"support_email": "QDEV@qmasters.freshservice.com",

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:00:45Z",

"user_id": 21001397559

},

{

"attachments": [

{

"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126206/original/Specification_Document_MaintControl_%28Eng%29.docx?response-content-type=application/octet-stream&Expires=1681481755&Signature=RIPkBJ2B3HzZ0IM4RiRmgx9XXQRWWFpZYf5tVHuuaPvS3dwjVX6L~8xB1VPZYDGff3uz1l1qPz3yc4kndOSuiGXY0kHSod6xqLIN5SuRvdpwiZ8U681oswz-sJvIj1ky~WuWGhPXU4EyT5I64J-GbOY4w-VzTMPwVGOgHwXTOmKG3lptg~F2t~xx90BikMZkp3rfa9dQMveoH-hQ3KHGhN-NvOl4pABWYaFTFcGjjFXIglsPZNt35Pd-4~1JaL1l0P--Huctl0GTmPEjK7dXpuZHhWyubCLel5nMkWenAM2Wm~69UWLbXAPTudPr5zRPWp32RPXSIjGfujpOu4N5-Q__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",

"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126206",

"content_type": "application/octet-stream",

"created_at": "2023-03-05T09:46:43Z",

"id": 21009126206,

"name": "Specification_Document_MaintControl_(Eng).docx",

"size": 584470,

"updated_at": "2023-03-05T09:46:43Z"

}

],

"bcc_emails": [],

"body": "<div>try to upload file</div>",

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T09:46:43Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21008416788,

"incoming": false,

"private": false,

"source": 0,

"support_email": "QDEV@qmasters.freshservice.com",

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T09:46:43Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

"body": "Can you provide some screenshots?",

"body_text": "Can you provide some screenshots?",

"cc_emails": [],

"created_at": "2023-02-01T15:41:22Z",

"from_email": null,

"id": 21006798574,

"incoming": false,

"private": false,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-02-01T15:41:33Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

"body": "<div>Can you provide some screenshots?</div>",

"body_text": "Can you provide some screenshots?",

"cc_emails": [],

"created_at": "2023-01-15T14:15:14Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21006225815,

"incoming": false,

"private": false,

"source": 0,

"support_email": "QDEV@qmasters.freshservice.com",

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-01-15T14:15:14Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

"body": "<div>We are working on this issue. Will keep you posted.</div>",

"body_text": "We are working on this issue. Will keep you posted.",

"cc_emails": [],

"created_at": "2023-01-15T13:11:25Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21006225647,

"incoming": false,

"private": false,

"source": 0,

"support_email": "QDEV@qmasters.freshservice.com",

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-01-15T13:11:25Z",

"user_id": 21001397559

}

],

"id": "6"

}

}

}

Human Readable Output

Ticket conversations

Showing page 1. Current page size: 50.

Id	User Id	Body Text	To Emails	Incoming	Private	Source	Created At	Updated At
21010429932	21001397559	Can you provide some screenshots?	jack@freshservice.com	false	false	0	2023-04-13T13:55:40Z	2023-04-13T13:55:40Z
21010429825	21001397559	Hi tom, Still Angry		false	false	2	2023-04-13T13:54:15Z	2023-04-13T13:54:15Z
21010429779	21001397559	Can you provide some screenshots?	jack@freshservice.com	false	false	0	2023-04-13T13:53:38Z	2023-04-13T13:53:38Z
21009603625	21001397559	body		false	true	2	2023-03-26T12:17:39Z	2023-03-26T12:17:39Z
21009603624	21001397559	body	jack@freshservice.com	false	false	0	2023-03-26T12:17:38Z	2023-03-26T12:17:38Z
21009603527	21001397559	Can you provide some screenshots?		false	false	2	2023-03-26T11:42:56Z	2023-04-13T13:55:18Z
21009603526	21001397559	body		false	true	2	2023-03-26T11:41:56Z	2023-03-26T11:41:56Z
21009603524	21001397559	body	jack@freshservice.com	false	false	0	2023-03-26T11:41:54Z	2023-03-26T11:41:54Z
21009603185	21001397559	body		false	true	2	2023-03-26T10:24:07Z	2023-03-26T10:24:07Z
21009603181	21001397559	body	jack@freshservice.com	false	false	0	2023-03-26T10:22:35Z	2023-03-26T10:22:35Z
21009603141	21001397559	body		false	true	2	2023-03-26T10:09:15Z	2023-03-26T10:09:15Z
21009603140	21001397559	body	jack@freshservice.com	false	false	0	2023-03-26T10:09:08Z	2023-03-26T10:09:08Z
21009603114	21001397559	body		false	true	2	2023-03-26T09:57:19Z	2023-03-26T09:57:19Z
21009603113	21001397559	body	jack@freshservice.com	false	false	0	2023-03-26T09:57:11Z	2023-03-26T09:57:11Z
21008417267	21001397559	Hey		true	true	2	2023-03-05T12:36:36Z	2023-03-05T12:36:36Z
21008417266	21001397559	Hi tom, Still Angry		false	true	2	2023-03-05T12:35:43Z	2023-03-05T12:35:43Z
21008417264	21001397559	Hi tom, Still Angry		false	false	2	2023-03-05T12:34:55Z	2023-03-05T12:34:55Z
21008417220	21001397559	Hey		false	true	2	2023-03-05T12:18:54Z	2023-03-05T12:18:54Z
21008417196	21001397559	Hi tom, Still Angry		false	false	2	2023-03-05T12:08:14Z	2023-03-05T12:08:14Z
21008417060	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T11:03:51Z	2023-03-05T11:03:51Z
21008417031	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:57:06Z	2023-03-05T10:57:06Z
21008417030	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:56:55Z	2023-03-05T10:56:55Z
21008417020	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:52:25Z	2023-03-05T10:52:25Z
21008416993	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:47:34Z	2023-03-05T10:47:34Z
21008416988	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:45:57Z	2023-03-05T10:45:57Z
21008416983	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:45:22Z	2023-03-05T10:45:22Z
21008416981	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:43:39Z	2023-03-05T10:43:39Z
21008416893	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:15:02Z	2023-03-05T10:15:02Z
21008416892	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:14:57Z	2023-03-05T10:14:57Z
21008416890	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:13:48Z	2023-03-05T10:13:48Z
21008416872	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:09:29Z	2023-03-05T10:09:29Z
21008416852	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:04:25Z	2023-03-05T10:04:25Z
21008416838	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T10:00:45Z	2023-03-05T10:00:45Z
21008416788	21001397559	try to upload file	jack@freshservice.com	false	false	0	2023-03-05T09:46:43Z	2023-03-05T09:46:43Z
21006798574	21001397559	Can you provide some screenshots?		false	false	2	2023-02-01T15:41:22Z	2023-02-01T15:41:33Z
21006225815	21001397559	Can you provide some screenshots?	jack@freshservice.com	false	false	0	2023-01-15T14:15:14Z	2023-01-15T14:15:14Z
21006225647	21001397559	We are working on this issue. Will keep you posted.	jack@freshservice.com	false	false	0	2023-01-15T13:11:25Z	2023-01-15T13:11:25Z

freshservice-ticket-conversation-reply-create

---

Create a new reply for an existing Ticket Conversation.

Base Command

freshservice-ticket-conversation-reply-create

Input

Argument Name	Description	Required
body	Content of the note.	Required
attachments	Attachments. The total size of all the Ticket attachments (not just this note) cannot exceed 15MB. Please upload the file to XSOAR and provide the file ID for attaching the file to Freshservice tickets.	Optional
from_email	The email address from which the reply is sent. By default, the global support email will be used.	Optional
user_id	The ID of the agent/user who is adding the note (use freshservice-agent-list to get the agent ID).	Optional
cc_emails	Email address added in the 'cc' field of the outgoing Ticket email.	Optional
bcc_emails	Email address added in the 'bcc' field of the outgoing Ticket email.	Optional
ticket_id	Ticket ID (use freshservice-ticket-list to get ticket ID).	Required

Context Output

Path	Type	Description
Freshservice.Ticket.Conversation.Reply.id	Number	Ticket Conversation Reply ID.
Freshservice.Ticket.Conversation.Reply.user_id	Number	Ticket Conversation Reply user ID.
Freshservice.Ticket.Conversation.Reply.to_emails	String	Ticket Conversation Reply to emails.
Freshservice.Ticket.Conversation.Reply.body	String	Ticket Conversation Reply body.
Freshservice.Ticket.Conversation.Reply.body_text	String	Ticket Conversation Reply body text.
Freshservice.Ticket.Conversation.Reply.ticket_id	Number	Ticket Conversation Reply ticket ID.
Freshservice.Ticket.Conversation.Reply.created_at	Date	Ticket conversation reply creation time.
Freshservice.Ticket.Conversation.Reply.updated_at	Date	Ticket Conversation Reply updated at.
Freshservice.Ticket.Conversation.Reply.from_email	String	Ticket Conversation Reply from email.

Command example

!freshservice-ticket-conversation-reply-create body=body ticket_id=6

Context Example

{

"Freshservice": {

"Ticket": {

"Conversation": {

"attachments": [],

"bcc_emails": [],

"body": "<div>body</div>",

"body_text": "body",

"cc_emails": [],

"created_at": "2023-04-13T14:16:01Z",

"from_email": "QDEV@qmasters.freshservice.com",

"id": 21010431439,

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-04-13T14:16:01Z",

"user_id": 21001397559

},

"id": "6"

}

}

}

Human Readable Output

Ticket conversation reply created successfully

Id	User Id	Body Text	To Emails	From Email	Created At	Updated At
21010431439	21001397559	body	jack@freshservice.com	QDEV@qmasters.freshservice.com	2023-04-13T14:16:01Z	2023-04-13T14:16:01Z

freshservice-ticket-conversation-note-create

---

Create a new note for an existing Ticket Conversation.

Base Command

freshservice-ticket-conversation-note-create

Input

Argument Name	Description	Required
attachments	Attachments. The total size of all the Ticket attachments (not just this note) cannot exceed 15MB. Please upload the file to XSOAR and provide the file ID for attaching the file to Freshservice tickets.	Optional
body	Content of the note.	Required
incoming	Set to true if a particular note should appear as being created from the outside (i.e., not through the web portal). The default value is false. Possible values are: true, false.	Optional
notify_emails	Email addresses of agents/users who need to be notified about this note.	Optional
private	Set to false if the note is not private. The default value is true. Possible values are: true, false.	Optional
user_id	The ID of the agent/user who is adding the note (use freshservice-agent-list to get the agent ID).	Optional
ticket_id	Ticket ID (use freshservice-ticket-list to get ticket ID).	Required

Context Output

Path	Type	Description
Freshservice.Ticket.Conversation.Note.id	Date	Ticket Conversation Note ID.
Freshservice.Ticket.Conversation.Note.user_id	Date	Ticket Conversation Note user ID.
Freshservice.Ticket.Conversation.Note.body	String	Ticket Conversation Note body.
Freshservice.Ticket.Conversation.Note.body_text	String	Ticket Conversation Note body text.
Freshservice.Ticket.Conversation.Note.ticket_id	Number	Ticket Conversation Note ticket ID.
Freshservice.Ticket.Conversation.NoteCreate.Created_at	Date	Ticket conversation note creation time.
Freshservice.Ticket.Conversation.Note.updated_at	Date	Ticket Conversation Note updated at.
Freshservice.Ticket.Conversation.Note.incoming	Boolean	Ticket Conversation Note incoming.
Freshservice.Ticket.Conversation.Note.private	Boolean	Ticket Conversation Note private.
Freshservice.Ticket.Conversation.Note.support_email	String	Ticket Conversation Note support email.

Command example

!freshservice-ticket-conversation-note-create body=body ticket_id=6

Context Example

{

"Freshservice": {

"Ticket": {

"Note": {

"attachments": [],

"body": "<div>body</div>",

"body_text": "body",

"created_at": "2023-04-13T14:16:06Z",

"id": 21010431444,

"incoming": false,

"private": true,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-04-13T14:16:06Z",

"user_id": 21001397559

},

"id": "6"

}

}

}

Human Readable Output

Ticket conversation note created successfully

Id	User Id	Body Text	To Emails	Incoming	Private	Source	Created At	Updated At
21010431444	21001397559	body		false	true		2023-04-13T14:16:06Z	2023-04-13T14:16:06Z

freshservice-ticket-conversation-update

---

Update an existing Conversation on an existing Ticket in Freshservice.

Base Command

freshservice-ticket-conversation-update

Input

Argument Name	Description	Required
body	Conversation content to update.	Required
conversation_id	The Conversation ID (use freshservice-ticket-conversation-list to get the conversation ID).	Required
name	Conversation name.	Optional
attachment	Conversation attachment.	Optional

Context Output

Path	Type	Description
Freshservice.Ticket.Conversation.id	Date	Conversation ID.
Freshservice.Ticket.Conversation.user_id	Date	Conversation user ID.
Freshservice.Ticket.Conversation.body	String	Conversation body.
Freshservice.Ticket.Conversation.body_text	String	Conversation body text.
Freshservice.Ticket.Conversation.ticket_id	Number	Conversation ticket ID.
Freshservice.Ticket.Conversation.created_at	Date	Conversation creation time.
Freshservice.Ticket.Conversation.updated_at	Date	Conversation updated at.
Freshservice.Ticket.Conversation.incoming	Boolean	Conversation incoming.
Freshservice.Ticket.Conversation.private	Boolean	Conversation private.
Freshservice.Ticket.Conversation.support_email	String	Conversation support email.

Command example

!freshservice-ticket-conversation-update body=body conversation_id=21009603527

Context Example

{

"Freshservice": {

"Ticket": {

"Conversation": {

"attachments": [],

"body": "body",

"body_text": "body",

"created_at": "2023-03-26T11:42:56Z",

"id": 21009603527,

"incoming": false,

"private": false,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-04-13T14:16:12Z",

"user_id": 21001397559

},

"id": 6

}

}

}

Human Readable Output

Ticket conversation updated successfully

Id	User Id	Body Text	To Emails	Incoming	Private	Source	Created At	Updated At
21009603527	21001397559	body		false	false		2023-03-26T11:42:56Z	2023-04-13T14:16:12Z

freshservice-ticket-conversation-delete

---

Delete the Conversation on a Ticket with the given ID from Freshservice.

Base Command

freshservice-ticket-conversation-delete

Input

Argument Name	Description	Required
conversation_id	The conversation ID to delete (use freshservice-ticket-conversation-list to get the conversation ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-ticket-conversation-delete conversation_id=21010429932

Human Readable Output

Conversation deleted successfully

freshservice-problem-list

---

Retrieve a list of all Problems or a specific problem with the given ID from Freshservice.

Base Command

freshservice-problem-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
problem_id	The Problem request ID.	Optional

Context Output

Path	Type	Description
Freshservice.Problem.id	Number	Problem ID.
Freshservice.Problem.agent_id	Number	Problem agent ID.
Freshservice.Problem.description	String	Problem description.
Freshservice.Problem.requester_id	Date	Problem requester ID.
Freshservice.Problem.subject	String	Problem subject.
Freshservice.Problem.group_id	Date	Problem group ID.
Freshservice.Problem.priority	Number	Problem priority.
Freshservice.Problem.impact	Number	Problem impact.
Freshservice.Problem.status	Number	Problem status.
Freshservice.Problem.due_by	Date	The timestamp that denotes when the problem is due to be resolved.
Freshservice.Problem.known_error	Boolean	Problem known error.
Freshservice.Problem.department_id	Number	Problem department ID.
Freshservice.Problem.category	String	Problem category.
Freshservice.Problem.sub_category	String	Problem sub-category.
Freshservice.Problem.item_category	String	Problem item category.
Freshservice.Problem.created_at	Date	Problem creation time
Freshservice.Problem.updated_at	Date	Problem updated at.

Command example

!freshservice-problem-list

Context Example

{

"Freshservice": {

"Problem": [

{

"agent_id": null,

"assets": [],

"category": null,

"created_at": "2023-04-13T14:02:45Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 39,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-04-13T14:02:45Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"category": null,

"created_at": "2023-04-13T14:00:51Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 38,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-04-13T14:00:51Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"category": null,

"created_at": "2023-04-13T13:59:58Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 37,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-04-13T13:59:58Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"category": null,

"created_at": "2023-04-13T13:56:10Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

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"created_at": "2023-02-02T11:32:21Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 5,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-02-02T11:32:21Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"category": null,

"created_at": "2023-02-02T11:32:07Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 4,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-02-02T11:32:07Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"category": null,

"created_at": "2023-02-01T15:49:11Z",

"department_id": null,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 3,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-02-01T15:49:11Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"category": "Hardware",

"created_at": "2022-12-25T08:38:06Z",

"department_id": 21000263162,

"description": "<div>Hi guys, <br/><br/>We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here.<br/><br/>Regards<br/> Rachel<br/> </div> ",

"description_text": null,

"due_by": "2023-01-08T08:38:00Z",

"group_id": 21000478053,

"id": 1,

"impact": "High",

"item_category": null,

"known_error": true,

"priority": "High",

"requester_id": 21001397561,

"status": "Open",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-03-26T11:49:59Z",

"workspace_id": 2

}

]

}

}

Human Readable Output

Problem

Showing page 1. Current page size: 50.

Id	Description Text	Requester Id	Subject	Impact	Status	Priority	Group Id	Known Error	Category	Created At	Updated At	Due By
39	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-04-13T14:02:45Z	2023-04-13T14:02:45Z	2023-07-20T16:18:46Z
38	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-04-13T14:00:51Z	2023-04-13T14:00:51Z	2023-07-20T16:18:46Z
37	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-04-13T13:59:58Z	2023-04-13T13:59:58Z	2023-07-20T16:18:46Z
35	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-04-13T13:56:10Z	2023-04-13T13:56:10Z	2023-07-20T16:18:46Z
34	test description	21001397559	problem test	Low	Open	Low	21000478053	true	Hardware	2023-04-03T18:33:49Z	2023-04-04T08:46:17Z	2023-04-05T18:32:00Z
33	dfagfdsgsfg	21001397559	bhsgtrdfsg	Low	Open	Low	21000478053	true	Network	2023-04-03T15:20:36Z	2023-04-03T15:22:44Z	2023-04-05T15:20:00Z
32	dfagfdsgsfg 18:28	21001397559	bhsgtrdfsg	Low	Open	Medium	21000478053	true	Network	2023-04-03T15:20:35Z	2023-04-03T15:26:08Z	2023-04-05T15:20:00Z
31	bfdabhgfdbgd	21001397559	problem test beni	Low	Open	Low	21000478053	false	Software	2023-04-03T08:21:21Z	2023-04-03T08:21:21Z	2023-04-05T08:20:00Z
30	description	21001932798	subject	Medium	Open	Medium		false		2023-03-26T12:20:07Z	2023-03-26T12:20:07Z	2023-05-04T22:00:00Z
29	description	21001932798	subject	Medium	Open	Medium		false		2023-03-26T11:43:50Z	2023-03-26T11:43:50Z	2023-04-04T22:00:00Z
26	testbyben	21001924647	testbyben	Low	Open	Low	21000478052	false	Customer Payment	2023-03-22T11:23:59Z	2023-03-22T11:23:59Z	2023-03-28T00:00:00Z
25	testbyben	21001924647	testbyben	Low	Open	Low	21000478052	false	Customer Payment	2023-03-22T11:23:21Z	2023-03-22T11:23:21Z	2023-03-28T00:00:00Z
24	19:12	21001924647	testbyben	Low	Open	Low		false	Customer Payment	2023-03-22T11:22:48Z	2023-03-22T11:22:48Z	2023-03-28T00:00:00Z
23	testbyben	21001924647	testbyben	Low	Open	Low		false	Customer Payment	2023-03-22T11:22:14Z	2023-03-22T11:22:14Z	2023-03-28T00:00:00Z
22	testbyben	21001924647	testbyben	Low	Open	Low		false		2023-03-22T11:21:46Z	2023-03-22T11:21:46Z	2023-03-28T00:00:00Z
21	testbyben	21001924647	testbyben	Low	Open	Low		false		2023-03-22T11:20:55Z	2023-03-22T11:20:55Z	2023-03-28T00:00:00Z
20	testbyben	21001924647	testbyben	Low	Open	Low		false		2023-03-22T11:20:36Z	2023-03-22T11:20:36Z	2023-03-28T00:00:00Z
18	dsf	21001792073	dasdsa	Low	Open	High		false		2023-03-21T08:21:31Z	2023-03-21T08:21:31Z	2023-05-01T00:00:00Z
17	fds	21001792073	dsa	High	Change Requested	High		false		2023-03-19T13:09:52Z	2023-03-19T13:09:52Z	2023-05-05T00:00:00Z
16	fds	21001792073	dsa	High	Change Requested	High		false		2023-03-19T13:09:26Z	2023-03-19T13:09:26Z	2023-05-05T00:00:00Z
15	test description	21001894392	New test by ben	High	Open	High		false		2023-03-19T12:36:47Z	2023-03-19T12:36:47Z	2023-05-11T00:00:00Z
14	testededed	21001895008	test	High	Open	Low		false	Customer Payment	2023-03-15T19:46:46Z	2023-03-15T19:46:46Z	2023-10-01T10:00:00Z
12	sd	21001792073	ds	High	Change Requested	High		false		2023-03-12T14:13:43Z	2023-03-12T14:13:43Z	2024-03-31T10:35:47Z
9	d	21001792073	s	High	Change Requested	High		false	Employee Onboarding/Offboarding	2023-03-06T13:40:38Z	2023-03-06T13:49:54Z	2024-02-10T12:46:00Z
8	test	21001523090	Unable to reach email server	Low	Change Requested	Urgent		false		2023-02-08T12:46:41Z	2023-03-26T12:22:03Z	2023-07-20T16:18:46Z
7	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-02-07T11:18:48Z	2023-02-07T11:18:48Z	2023-07-20T16:18:46Z
6	problem	21001397559	problem	Low	Open	Low		false		2023-02-02T11:42:01Z	2023-02-02T11:42:01Z	2023-02-04T11:41:00Z
5	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-02-02T11:32:21Z	2023-02-02T11:32:21Z	2023-07-20T16:18:46Z
4	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-02-02T11:32:07Z	2023-02-02T11:32:07Z	2023-07-20T16:18:46Z
3	Hi guys, We have been facing issues when we try to reach Email Server 3. Looks like there is something wrong here. Regards Rachel	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-02-01T15:49:11Z	2023-02-01T15:49:11Z	2023-07-20T16:18:46Z
1		21001397561	Unable to reach email server	High	Open	High	21000478053	true	Hardware	2022-12-25T08:38:06Z	2023-03-26T11:49:59Z	2023-01-08T08:38:00Z

freshservice-problem-create

---

Create a new problem request in Freshservice. Creating a problem required one of the following- requester_id or email.

Base Command

freshservice-problem-create

Input

Argument Name	Description	Required
description	Problem request description.	Required
subject	Problem request subject.	Required
email	Requester email. If not specified - must provide 'requester_id'.	Optional
requester_id	Requester ID (use freshservice-agent-list to get the agent ID). If not specified - must provide 'email'.	Optional
priority	Priority of the Problem. Possible values are: Low, Medium, High, Urgent.	Required
status	Status identifier of the Problem. Possible values are: Open, Change Requested, Closed.	Required
due_by	Timestamp at which Problem due ends (for example YYYY-MM-DDThh:mm).	Required
impact	Impact of the Problem. Possible values are: Low, Medium, High.	Required
department_id	Unique ID of the department initiating the Problem. Use freshservice-department-list to get the department ID.	Optional
category	Category of the Problem. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
sub_category	The sub-category of the Problem.	Optional
custom_fields	Key value pairs containing the names and values of custom fields.	Optional
analysis_fields	Key value pairs containing the names and values of the Problem Cause, Problem Symptom, and Problem Impact.	Optional
assets	List of assets associated with the problem (the asset display_id).	Optional
agent_id	Unique identifier of the agent to whom the Problem is assigned. Use freshservice-agent-list to get the agent ID.	Optional
group_id	Unique identifier of the agent group to which the Problem is assigned. Use freshservice-agent-group-list to get the agent group ID.	Optional

Context Output

Path	Type	Description
Freshservice.Problem.id	Number	Problem ID.
Freshservice.Problem.agent_id	Unknown	Problem agent ID.
Freshservice.Problem.description	String	Problem description.
Freshservice.Problem.requester_id	Date	Problem requester ID.
Freshservice.Problem.subject	String	Problem subject.
Freshservice.Problem.group_id	Date	Problem group ID.
Freshservice.Problem.priority	Number	Problem priority.
Freshservice.Problem.impact	Number	Problem impact.
Freshservice.Problem.status	Number	Problem status.
Freshservice.Problem.due_by	Date	The timestamp that denotes when the problem is due to be resolved.
Freshservice.Problem.known_error	Boolean	Problem known error.
Freshservice.Problem.department_id	Date	Problem department ID.
Freshservice.Problem.category	String	Problem category.
Freshservice.Problem.sub_category	String	Problem sub-category.
Freshservice.Problem.item_category	String	Problem item category.
Freshservice.Problem.created_at	Date	Problem creation time
Freshservice.Problem.updated_at	Date	Problem updated at.

Command example

!freshservice-problem-create description=description subject=subject email=sample@freshservice.com priority=Low status=Open due_by="2023-07-20T16:18:46Z" impact=Low

Context Example

{

"Freshservice": {

"Problem": {

"agent_id": null,

"analysis_fields": {},

"assets": [],

"associated_change": null,

"category": null,

"created_at": "2023-04-13T14:16:29Z",

"custom_fields": {},

"department_id": null,

"description": "<div>description</div>",

"description_text": "description",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 40,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Low",

"requester_id": 21001523090,

"status": "Open",

"sub_category": null,

"subject": "subject",

"updated_at": "2023-04-13T14:16:29Z",

"workspace_id": 2

}

}

}

Human Readable Output

Problem

Problem created successfully

Id	Description Text	Requester Id	Subject	Impact	Status	Priority	Group Id	Known Error	Category	Created At	Updated At	Due By
40	description	21001523090	subject	Low	Open	Low		false		2023-04-13T14:16:29Z	2023-04-13T14:16:29Z	2023-07-20T16:18:46Z

freshservice-problem-update

---

Update an existing Problem in Freshservice.

Base Command

freshservice-problem-update

Input

Argument Name	Description	Required
problem_id	The problem ID for an update (use freshservice-problem-list to get the problem request ID).	Required
description	Problem request description.	Optional
subject	Problem request subject.	Optional
email	Requester email.	Optional
priority	Priority of the Problem. Possible values are: Low, Medium, High, Urgent.	Optional
status	Status identifier of the Problem. Possible values are: Open, Change Requested, Closed.	Optional
due_by	Timestamp at which Problem due ends (for example YYYY-MM-DDThh:mm).	Optional
impact	Impact of the Problem. Possible values are: Low, Medium, High.	Optional
department_id	Unique ID of the department initiating the Problem. Use freshservice-department-list to get the department ID.	Optional
category	Category of the Problem. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
sub_category	The sub-category of the Problem.	Optional
custom_fields	Key value pairs containing the names and values of custom fields.	Optional
analysis_fields	Key value pairs containing the names and values of the Problem Cause, Problem Symptom, and Problem Impact.	Optional
assets	List of assets associated with the problem (replace the exist value).	Optional
group_id	Unique identifier of the agent group to which the Problem is assigned. Use freshservice-agent-group-list to get the agent group ID.	Optional
agent_id	Unique identifier of the agent to whom the Problem is assigned. Use freshservice-agent-list to get the agent ID.	Optional

Context Output

Path	Type	Description
Freshservice.Problem.id	Number	Problem ID.
Freshservice.Problem.agent_id	Unknown	Problem agent ID.
Freshservice.Problem.description	String	Problem description.
Freshservice.Problem.requester_id	Date	Problem requester ID.
Freshservice.Problem.subject	String	Problem subject.
Freshservice.Problem.group_id	Date	Problem group ID.
Freshservice.Problem.priority	Number	Problem priority.
Freshservice.Problem.impact	Number	Problem impact.
Freshservice.Problem.status	Number	Problem status.
Freshservice.Problem.due_by	Date	The timestamp that denotes when the problem is due to be resolved.
Freshservice.Problem.known_error	Boolean	Problem known error.
Freshservice.Problem.department_id	Date	Problem department ID.
Freshservice.Problem.category	String	Problem category.
Freshservice.Problem.sub_category	Unknown	Problem sub-category.
Freshservice.Problem.item_category	Unknown	Problem item category.
Freshservice.Problem.created_at	Date	Problem creation time
Freshservice.Problem.updated_at	Date	Problem updated at.

Command example

!freshservice-problem-update problem_id=38 description=description

Context Example

{

"Freshservice": {

"Problem": {

"agent_id": null,

"analysis_fields": {},

"assets": [],

"associated_change": null,

"category": null,

"created_at": "2023-04-13T14:00:51Z",

"custom_fields": {},

"department_id": null,

"description": "description",

"description_text": "description",

"due_by": "2023-07-20T16:18:46Z",

"group_id": null,

"id": 38,

"impact": "Low",

"item_category": null,

"known_error": false,

"priority": "Medium",

"requester_id": 21001523090,

"status": "Change Requested",

"sub_category": null,

"subject": "Unable to reach email server",

"updated_at": "2023-04-13T14:00:51Z",

"workspace_id": 2

}

}

}

Human Readable Output

Problem

Problem updated successfully

Id	Description Text	Requester Id	Subject	Impact	Status	Priority	Group Id	Known Error	Category	Created At	Updated At	Due By
38	description	21001523090	Unable to reach email server	Low	Change Requested	Medium		false		2023-04-13T14:00:51Z	2023-04-13T14:00:51Z	2023-07-20T16:18:46Z

freshservice-problem-delete

---

Delete the Problem with the given ID from Freshservice.

Base Command

freshservice-problem-delete

Input

Argument Name	Description	Required
problem_id	The problem ID to delete (use freshservice-problem-list to get the problem request ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-problem-delete problem_id=37

Human Readable Output

Problem deleted successfully

freshservice-problem-task-list

---

Retrieve the tasks on a Problem with the given ID from Freshservice.

Base Command

freshservice-problem-task-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
problem_id	Problem ID.	Required
task_id	The change request task ID.	Optional

Context Output

Path	Type	Description
Freshservice.Problem.Task.id	Number	Task ID.
Freshservice.Problem.Task.agent_id	Unknown	Task agent ID.
Freshservice.Problem.Task.status	Number	Task status.
Freshservice.Problem.Task.due_date	Date	Task due date.
Freshservice.Problem.Task.notify_before	Number	Task notify before.
Freshservice.Problem.Task.title	String	Task title.
Freshservice.Problem.Task.description	String	Task description.
Freshservice.Problem.Task.created_at	Date	Task creation time.
Freshservice.Problem.Task.updated_at	Date	Task updated at.
Freshservice.Problem.Task.closed_at	Unknown	Task closed at.
Freshservice.Problem.Task.group_id	Unknown	Task group ID.
Freshservice.Problem.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-problem-task-list problem_id=2

Context Example

{

"Freshservice": {

"Problem": {

"Task": [

{

"agent_id": null,

"closed_at": "2023-03-26T12:22:36Z",

"created_at": "2023-01-15T16:03:37Z",

"custom_fields": {},

"deleted": false,

"description": "test",

"due_date": "2023-01-19T19:00:00Z",

"group_id": null,

"id": 6,

"notify_before": 0,

"status": "Completed",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-03-26T12:22:36Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-22T15:00:59Z",

"created_at": "2023-01-19T10:27:15Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2023-01-23T19:00:00Z",

"group_id": null,

"id": 12,

"notify_before": 0,

"status": "Completed",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-03-22T15:00:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-22T15:00:59Z",

"created_at": "2023-02-07T11:28:33Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2020-04-27T13:23:20Z",

"group_id": null,

"id": 14,

"notify_before": 0,

"status": "Completed",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-03-22T15:00:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-22T15:01:00Z",

"created_at": "2023-03-08T10:52:46Z",

"custom_fields": {},

"deleted": false,

"description": "d",

"due_date": "2023-03-10T19:00:00Z",

"group_id": null,

"id": 24,

"notify_before": 0,

"status": "Completed",

"title": "d",

"updated_at": "2023-03-22T15:01:00Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:01:04Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2023-04-17T20:01:04Z",

"group_id": null,

"id": 185,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:01:04Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:03:02Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2023-04-17T20:03:02Z",

"group_id": null,

"id": 186,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:03:02Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Problem

Showing page 1. Current page size: 50.

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
6	test	Supply lightsabers to all the Jedis	0	Completed	false	2023-03-26T12:22:36Z	2023-01-15T16:03:37Z	2023-03-26T12:22:36Z	2023-01-19T19:00:00Z
12	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Completed	false	2023-03-22T15:00:59Z	2023-01-19T10:27:15Z	2023-03-22T15:00:59Z	2023-01-23T19:00:00Z
14	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Completed	false	2023-03-22T15:00:59Z	2023-02-07T11:28:33Z	2023-03-22T15:00:59Z	2020-04-27T13:23:20Z
24	d	d	0	Completed	false	2023-03-22T15:01:00Z	2023-03-08T10:52:46Z	2023-03-22T15:01:00Z	2023-03-10T19:00:00Z
185	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:01:04Z	2023-04-13T14:01:04Z	2023-04-17T20:01:04Z
186	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:03:02Z	2023-04-13T14:03:02Z	2023-04-17T20:03:02Z

freshservice-problem-task-create

---

Create a new task on a problem in Freshservice.

Base Command

freshservice-problem-task-create

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Required
notify_before	Time in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).	Required
title	Task title.	Required
description	Task description.	Required
status	Task status, default is 'Open'. Possible values are: Open, In Progress, Completed.	Optional
problem_id	The problem ID to add a task for (use freshservice-problem-list to get the problem request ID).	Required

Context Output

Path	Type	Description
Freshservice.Problem.Task.id	Number	Task ID.
Freshservice.Problem.Task.agent_id	Unknown	Task agent ID.
Freshservice.Problem.Task.status	Number	Task status.
Freshservice.Problem.Task.due_date	Date	Task due date.
Freshservice.Problem.Task.notify_before	Number	Task notify before.
Freshservice.Problem.Task.title	String	Task title.
Freshservice.Problem.Task.description	String	Task description.
Freshservice.Problem.Task.created_at	Date	Task creation time.
Freshservice.Problem.Task.updated_at	Date	Task updated at.
Freshservice.Problem.Task.closed_at	Unknown	Task closed at.
Freshservice.Problem.Task.group_id	Unknown	Task group ID.
Freshservice.Problem.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-problem-task-create due_date="2020-04-03T10:26:13.067Z" notify_before="2020-05-03T10:26:13.067Z" title=title description=description status=Open problem_id=2

Context Example

{

"Freshservice": {

"Problem": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:16:52Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:16:52Z",

"group_id": null,

"id": 193,

"notify_before": 7200,

"status": "Open",

"title": "title",

"updated_at": "2023-04-13T14:16:52Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Problem

Problem Task created successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
193	description	title	7200	Open	false		2023-04-13T14:16:52Z	2023-04-13T14:16:52Z	2023-04-17T20:16:52Z

freshservice-problem-task-update

---

Update an existing task on an existing Problem in Freshservice.

Base Command

freshservice-problem-task-update

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Optional
notify_before	Time in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).	Optional
title	Task title.	Optional
description	Task description.	Optional
status	Task status, default is 'Open'. Possible values are: Open, In Progress, Completed.	Optional
problem_id	The problem ID to update a task for (use freshservice-problem-list to get the problem request ID).	Required
task_id	The Task ID for an update (use freshservice-problem-task-list to get the task ID).	Required

Context Output

Path	Type	Description
Freshservice.Problem.Task.id	Number	Task ID.
Freshservice.Problem.Task.agent_id	Unknown	Task agent ID.
Freshservice.Problem.Task.status	Number	Task status.
Freshservice.Problem.Task.due_date	Date	Task due date.
Freshservice.Problem.Task.notify_before	Number	Task notify before.
Freshservice.Problem.Task.title	String	Task title.
Freshservice.Problem.Task.description	String	Task description.
Freshservice.Problem.Task.created_at	Date	Task creation time.
Freshservice.Problem.Task.updated_at	Date	Task updated at.
Freshservice.Problem.Task.closed_at	Unknown	Task closed at.
Freshservice.Problem.Task.group_id	Unknown	Task group ID.
Freshservice.Problem.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-problem-task-update description=description problem_id=2 task_id=185

Context Example

{

"Freshservice": {

"Problem": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:01:04Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:01:04Z",

"group_id": null,

"id": 185,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:16:58Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Problem

Problem Task updated successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
185	description	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:01:04Z	2023-04-13T14:16:58Z	2023-04-17T20:01:04Z

freshservice-problem-task-delete

---

Delete the task on a Problem with the given ID from Freshservice.

Base Command

freshservice-problem-task-delete

Input

Argument Name	Description	Required
problem_id	The problem ID (use freshservice-problem-list to get problem request ID).	Required
task_id	The task ID for delete (use freshservice-problem-task-list to get the task ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-problem-task-delete problem_id=2 task_id=186

Human Readable Output

Problem Task deleted successfully

freshservice-change-list

---

Retrieve a list of all Change requests or the Change request with the given ID from Freshservice.

Base Command

freshservice-change-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
change_id	Change request ID.	Optional

Context Output

Path	Type	Description
Freshservice.Change.agent_id	Unknown	Change agent ID.
Freshservice.Change.group_id	Unknown	Change group ID.
Freshservice.Change.priority	Number	Change priority.
Freshservice.Change.impact	Number	Change impact.
Freshservice.Change.status	Number	Change status.
Freshservice.Change.risk	Number	Change risk.
Freshservice.Change.change_type	Number	Change type.
Freshservice.Change.planned_start_date	Date	Change planned start date.
Freshservice.Change.planned_end_date	Date	Change planned end date.
Freshservice.Change.subject	String	Change subject.
Freshservice.Change.department_id	Unknown	Change department ID.
Freshservice.Change.category	Unknown	Change category.
Freshservice.Change.sub_category	Unknown	Change sub-category.
Freshservice.Change.item_category	Unknown	Change item category.
Freshservice.Change.description	String	Change description.
Freshservice.Change.id	Number	Change ID.
Freshservice.Change.requester_id	Date	Change requester ID.
Freshservice.Change.approval_status	Number	Change approval status.
Freshservice.Change.change_window_id	Unknown	Change window ID.
Freshservice.Change.created_at	Date	Change creation time
Freshservice.Change.updated_at	Date	Change updated at.

Command example

!freshservice-change-list

Context Example

{

"Freshservice": {

"Change": [

{

"agent_id": null,

"approval_status": 4,

"assets": [],

"blackout_window": {},

"category": null,

"change_type": "Minor",

"change_window_id": null,

"created_at": "2023-04-13T14:06:10Z",

"department_id": null,

"description": "<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn\u2019t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn\u2019t help. We need to get it replaced ASAP. Regards Rachel",

"group_id": null,

"id": 29,

"impact": "Low",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2019-03-23T16:18:46Z",

"planned_start_date": "2019-03-20T16:18:46Z",

"priority": "Low",

"requester_id": 21001523121,

"risk": "Low",

"status": "Open",

"sub_category": null,

"subject": "Getting ES3 back up to speed",

"updated_at": "2023-04-13T14:06:10Z",

"workspace_id": 2

},

{

"agent_id": null,

"approval_status": 4,

"assets": [],

"blackout_window": {},

"category": null,

"change_type": "Minor",

"change_window_id": null,

"created_at": "2023-04-13T14:03:42Z",

"department_id": null,

"description": "<div>Hi Team, <br/><br/> One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn\u2019t help. We need to get it replaced ASAP. <br/><br/>Regards<br/> Rachel<br/> </div>",

"description_text": "Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn\u2019t help. We need to get it replaced ASAP. Regards Rachel",

"group_id": null,

"id": 28,

"impact": "Low",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2019-03-23T16:18:46Z",

"planned_start_date": "2019-03-20T16:18:46Z",

"priority": "Low",

"requester_id": 21001523121,

"risk": "Low",

"status": "Open",

"sub_category": null,

"subject": "Getting ES3 back up to speed",

"updated_at": "2023-04-13T14:03:42Z",

"workspace_id": 2

},

{

"agent_id": 21001397559,

"approval_status": 4,

"assets": [

{

"agent_id": null,

"asset_tag": "ASSET-1",

"department_id": null,

"description": null,

"display_id": 1,

"group_id": null,

"impact": 2,

"name": "Andrea's Laptop"

},

{

"agent_id": null,

"asset_tag": "ASSET-2",

"department_id": null,

"description": null,

"display_id": 2,

"group_id": null,

"impact": 1,

"name": "Dell Monitor"

},

{

"agent_id": null,

"asset_tag": "ASSET-3",

"department_id": null,

"description": null,

"display_id": 3,

"group_id": null,

"impact": 1,

"name": "Logitech Mouse"

},

{

"agent_id": null,

"asset_tag": "ASSET-4",

"department_id": null,

"description": null,

"display_id": 4,

"group_id": null,

"impact": 1,

"name": "monitor"

}

],

"blackout_window": {},

"category": "Software",

"change_type": "Major",

"change_window_id": null,

"created_at": "2023-03-29T15:10:11Z",

"department_id": 21000263162,

"description": "<div style='font-size: 14px; font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif;'>\n<div></div>\n<div style=\"margin-bottom:15px;\">\n<strong style='color: rgb(0, 0, 0); font-family: -apple-system, BlinkMacSystemFont, \"Segoe UI\", Roboto, \"Helvetica Neue\", Arial, sans-serif; font-size: 14px; text-align: justify;'>Lorem Ipsum</strong><span style=\"color: rgb(0, 0, 0); text-align: justify;\">\u00a0is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.</span>\n</div>\n</div>",

"description_text": "Lorem Ipsum\u00a0is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.",

"group_id": 21000478053,

"id": 27,

"impact": "Medium",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2023-03-28T22:30:00Z",

"planned_start_date": "2023-03-28T21:45:00Z",

"priority": "Medium",

"requester_id": 21001397559,

"risk": "Medium",

"status": "Open",

"sub_category": "MS Office",

"subject": "bsfbfsb",

"updated_at": "2023-03-29T15:10:11Z",

"workspace_id": 2

},

{

"agent_id": 21001397559,

"approval_status": 4,

"assets": [

{

"agent_id": null,

"asset_tag": "ASSET-1",

"department_id": null,

"description": null,

"display_id": 1,

"group_id": null,

"impact": 2,

"name": "Andrea's Laptop"

},

{

"agent_id": null,

"asset_tag": "ASSET-2",

"department_id": null,

"description": null,

"display_id": 2,

"group_id": null,

"impact": 1,

"name": "Dell Monitor"

},

{

"agent_id": null,

"asset_tag": "ASSET-3",

"department_id": null,

"description": null,

"display_id": 3,

"group_id": null,

"impact": 1,

"name": "Logitech Mouse"

},

{

"agent_id": null,

"asset_tag": "ASSET-4",

"department_id": null,

"description": null,

"display_id": 4,

"group_id": null,

"impact": 1,

"name": "monitor"

}

],

"blackout_window": {},

"category": "Travel",

"change_type": "Standard",

"change_window_id": null,

"created_at": "2023-03-23T17:01:01Z",

"department_id": 21000263162,

"description": "mirroring OUT 16:49",

"description_text": "mirroring OUT 16:49",

"group_id": 21000478053,

"id": 19,

"impact": "Medium",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2023-03-29T22:00:00Z",

"planned_start_date": "2023-03-27T21:30:00Z",

"priority": "High",

"requester_id": 21001397559,

"risk": "Medium",

"status": "Open",

"sub_category": "Access",

"subject": "oj[oko'",

"updated_at": "2023-04-04T13:50:11Z",

"workspace_id": 2

},

{

"agent_id": null,

"approval_status": 4,

"assets": [],

"blackout_window": {},

"category": null,

"change_type": "Emergency",

"change_window_id": null,

"created_at": "2023-03-19T12:49:52Z",

"department_id": null,

"description": "14:08",

"description_text": "14:08",

"group_id": 21000478054,

"id": 11,

"impact": "High",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2023-11-01T00:00:00Z",

"planned_start_date": "2023-10-02T00:00:00Z",

"priority": "Low",

"requester_id": 21001894392,

"risk": "High",

"status": "Open",

"sub_category": null,

"subject": "New test by ben",

"updated_at": "2023-04-02T11:07:57Z",

"workspace_id": 2

},

{

"agent_id": null,

"approval_status": 4,

"assets": [],

"blackout_window": {},

"category": null,

"change_type": "Emergency",

"change_window_id": null,

"created_at": "2023-03-19T12:38:33Z",

"department_id": null,

"description": "<div>test description</div>",

"description_text": "test description",

"group_id": null,

"id": 10,

"impact": "High",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2023-11-01T00:00:00Z",

"planned_start_date": "2023-10-02T00:00:00Z",

"priority": "High",

"requester_id": 21001894392,

"risk": "High",

"status": "Open",

"sub_category": null,

"subject": "New test by ben",

"updated_at": "2023-03-19T12:38:33Z",

"workspace_id": 2

}

]

}

}

Human Readable Output

Change

Showing page 1. Current page size: 50.

Id	Description Text	Requester Id	Subject	Risk	Impact	Status	Priority	Change Type	Category	Created At	Updated At	Planned Start Date	Planned End Date
29	Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel	21001523121	Getting ES3 back up to speed	Low	Low	Open	Low	Minor		2023-04-13T14:06:10Z	2023-04-13T14:06:10Z	2019-03-20T16:18:46Z	2019-03-23T16:18:46Z
28	Hi Team, One of our email servers, Exchange Server (ES3) has been acting up. We tried rebooting it, but that didn’t help. We need to get it replaced ASAP. Regards Rachel	21001523121	Getting ES3 back up to speed	Low	Low	Open	Low	Minor		2023-04-13T14:03:42Z	2023-04-13T14:03:42Z	2019-03-20T16:18:46Z	2019-03-23T16:18:46Z
27	Lorem Ipsum is simply dummy text of the printing and typesetting industry. Lorem Ipsum has been the industry's standard dummy text ever since the 1500s, when an unknown printer took a galley of type and scrambled it to make a type specimen book. It has survived not only five centuries, but also the leap into electronic typesetting, remaining essentially unchanged. It was popularised in the 1960s with the release of Letraset sheets containing Lorem Ipsum passages, and more recently with desktop publishing software like Aldus PageMaker including versions of Lorem Ipsum.	21001397559	bsfbfsb	Medium	Medium	Open	Medium	Major	Software	2023-03-29T15:10:11Z	2023-03-29T15:10:11Z	2023-03-28T21:45:00Z	2023-03-28T22:30:00Z
19	mirroring OUT 16:49	21001397559	oj[oko'	Medium	Medium	Open	High	Standard	Travel	2023-03-23T17:01:01Z	2023-04-04T13:50:11Z	2023-03-27T21:30:00Z	2023-03-29T22:00:00Z
11	14:08	21001894392	New test by ben	High	High	Open	Low	Emergency		2023-03-19T12:49:52Z	2023-04-02T11:07:57Z	2023-10-02T00:00:00Z	2023-11-01T00:00:00Z
10	test description	21001894392	New test by ben	High	High	Open	High	Emergency		2023-03-19T12:38:33Z	2023-03-19T12:38:33Z	2023-10-02T00:00:00Z	2023-11-01T00:00:00Z

freshservice-change-create

---

Create a new Change request in Freshservice. Creating a ticket required one of the following- requester_id or email.

Base Command

freshservice-change-create

Input

Argument Name	Description	Required
description	The content of the change.	Required
priority	Priority of the change. Possible values are: Low, Medium, High, Urgent.	Required
impact	Impact of the change (Low-1, Medium-2, High-3). Possible values are: Low, Medium, High.	Required
status	Status of the change (Open-1,Planning-2,Approval-3,Pending Release-4,Pending Review-5,closed-6). Possible values are: Open, Planning, Approval, Pending Release, Pending Review, closed.	Required
risk	Risk of the change (Low-1, Medium-2, High-3, Very High-4). Possible values are: Low, Medium, High, Very High.	Required
change_type	Type of the change. Possible values are: Minor, Standard, Major, Emergency.	Required
planned_start_date	Timestamp at which change is starting (for example YYYY-MM-DDThh:mm).	Required
planned_end_date	Timestamp at which change is ending (for example YYYY-MM-DDThh:mm).	Required
subject	The subject of the change.	Required
email	Requester email. If not specified - must provide 'requester_id'.	Optional
requester_id	Requester ID (use freshservice-agent-list to get the agent ID). If not specified - must provide 'email'.	Optional
agent_id	Unique identifier of the agent to whom the change is assigned. Use freshservice-agent-list to get the agent ID.	Optional
group_id	Unique identifier of the agent group to which the change is assigned. Use freshservice-agent-group-list to get the agent group ID.	Optional
department_id	Unique ID of the department initiating the change. Use freshservice-department-list to get the department ID.	Optional
category	Category of the Problem. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
sub_category	The sub-category of the Problem.	Optional

Context Output

Path	Type	Description
Freshservice.Change.agent_id	Unknown	Change agent ID.
Freshservice.Change.group_id	Unknown	Change group ID.
Freshservice.Change.priority	Number	Change priority.
Freshservice.Change.impact	Number	Change impact.
Freshservice.Change.status	Number	Change status.
Freshservice.Change.risk	Number	Change risk.
Freshservice.Change.change_type	Number	Change change_type.
Freshservice.Change.planned_start_date	Date	Change planned start date.
Freshservice.Change.planned_end_date	Date	Change planned end date.
Freshservice.Change.subject	String	Change subject.
Freshservice.Change.department_id	Unknown	Change department ID.
Freshservice.Change.category	Unknown	Change category.
Freshservice.Change.sub_category	Unknown	Change sub-category.
Freshservice.Change.item_category	Unknown	Change item category.
Freshservice.Change.description	String	Change description.
Freshservice.Change.id	Number	Change ID.
Freshservice.Change.requester_id	Date	Change requester ID.
Freshservice.Change.approval_status	Number	Change approval status.
Freshservice.Change.change_window_id	Unknown	Change window ID.
Freshservice.Change.created_at	Date	Change creation time
Freshservice.Change.updated_at	Date	Change updated at.

Command example

!freshservice-change-create description=description priority=Low impact=Low status=Open risk=Low change_type=Minor planned_start_date="2019-03-20T16:18:46Z" planned_end_date="2019-03-23T16:18:46Z" subject=subject email=sample@freshservice.com

Context Example

{

"Freshservice": {

"Change": {

"agent_id": null,

"approval_status": 4,

"assets": [],

"blackout_window": {},

"category": null,

"change_type": "Minor",

"change_window_id": null,

"created_at": "2023-04-13T14:17:14Z",

"custom_fields": {},

"department_id": null,

"description": "<div>description</div>",

"description_text": "description",

"group_id": null,

"id": 30,

"impact": "Low",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2019-03-23T16:18:46Z",

"planned_start_date": "2019-03-20T16:18:46Z",

"planning_fields": {

"custom_fields": {}

},

"priority": "Low",

"requester_id": 21001523090,

"risk": "Low",

"status": "Open",

"sub_category": null,

"subject": "subject",

"updated_at": "2023-04-13T14:17:14Z",

"workspace_id": 2

}

}

}

Human Readable Output

Change

Change created successfully

Id	Description Text	Requester Id	Subject	Risk	Impact	Status	Priority	Change Type	Category	Created At	Updated At	Planned Start Date	Planned End Date
30	description	21001523090	subject	Low	Low	Open	Low	Minor		2023-04-13T14:17:14Z	2023-04-13T14:17:14Z	2019-03-20T16:18:46Z	2019-03-23T16:18:46Z

freshservice-change-update

---

Update an existing Change request in Freshservice.

Base Command

freshservice-change-update

Input

Argument Name	Description	Required
description	The content of the change.	Optional
change_id	The change ID (use freshservice-change-list to get the change request ID).	Required
priority	Priority of the change. Possible values are: Low, Medium, High, Urgent.	Optional
impact	Impact of the change (Low-1, Medium-2, High-3). Possible values are: Low, Medium, High.	Optional
status	Status of the change (Open-1,Planning-2,Approval-3,Pending Release-4,Pending Review-5,closed-6). Possible values are: Open, Planning, Approval, Pending Release, Pending Review, closed.	Optional
risk	Risk of the change (Low-1, Medium-2, High-3, Very High-4). Possible values are: Low, Medium, High, Very High.	Optional
change_type	Type of the change. Possible values are: Minor, Standard, Major, Emergency.	Optional
planned_start_date	Timestamp at which change is starting (for example YYYY-MM-DDThh:mm).	Optional
planned_end_date	Timestamp at which change is ending (for example YYYY-MM-DDThh:mm).	Optional
subject	The subject of the change.	Optional
email	requester email.	Optional
agent_id	Unique identifier of the agent to whom the change is assigned. Use freshservice-agent-list to get the agent ID.	Optional
group_id	Unique identifier of the agent group to which the change is assigned. Use freshservice-agent-group-list to get the agent group ID.	Optional
department_id	Unique ID of the department initiating the change. Use freshservice-department-list to get the department ID.	Optional
category	Category of the Problem. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
sub_category	The sub-category of the Problem.	Optional

Context Output

Path	Type	Description
Freshservice.Change.agent_id	Unknown	Change agent ID.
Freshservice.Change.group_id	Unknown	Change group ID.
Freshservice.Change.priority	Number	Change priority.
Freshservice.Change.impact	Number	Change impact.
Freshservice.Change.status	Number	Change status.
Freshservice.Change.risk	Number	Change risk.
Freshservice.Change.change_type	Number	Change change_type.
Freshservice.Change.planned_start_date	Date	Change planned start date.
Freshservice.Change.planned_end_date	Date	Change planned end date.
Freshservice.Change.subject	String	Change subject.
Freshservice.Change.department_id	Unknown	Change department ID.
Freshservice.Change.category	Unknown	Change category.
Freshservice.Change.sub_category	Unknown	Change sub-category.
Freshservice.Change.item_category	Unknown	Change item category.
Freshservice.Change.description	String	Change description.
Freshservice.Change.id	Number	Change ID.
Freshservice.Change.requester_id	Date	Change requester ID.
Freshservice.Change.approval_status	Number	Change approval status.
Freshservice.Change.change_window_id	Unknown	Change window ID.
Freshservice.Change.created_at	Date	Change creation time
Freshservice.Change.updated_at	Date	Change updated at.

Command example

!freshservice-change-update description=description change_id=28 subject=subject

Context Example

{

"Freshservice": {

"Change": {

"agent_id": null,

"approval_status": 4,

"assets": [],

"blackout_window": {},

"category": null,

"change_type": "Minor",

"change_window_id": null,

"created_at": "2023-04-13T14:03:42Z",

"custom_fields": {},

"department_id": null,

"description": "description",

"description_text": "description",

"group_id": null,

"id": 28,

"impact": "Low",

"impacted_services": [],

"item_category": null,

"maintenance_window": {},

"planned_end_date": "2019-03-23T16:18:46Z",

"planned_start_date": "2019-03-20T16:18:46Z",

"planning_fields": {

"custom_fields": {}

},

"priority": "Low",

"requester_id": 21001523121,

"risk": "Low",

"status": "Open",

"sub_category": null,

"subject": "subject",

"updated_at": "2023-04-13T14:17:20Z",

"workspace_id": 2

}

}

}

Human Readable Output

Change

Change updated successfully

Id	Description Text	Requester Id	Subject	Risk	Impact	Status	Priority	Change Type	Category	Created At	Updated At	Planned Start Date	Planned End Date
28	description	21001523121	subject	Low	Low	Open	Low	Minor		2023-04-13T14:03:42Z	2023-04-13T14:17:20Z	2019-03-20T16:18:46Z	2019-03-23T16:18:46Z

freshservice-change-delete

---

Delete the Change request with the given ID from Freshservice.

Base Command

freshservice-change-delete

Input

Argument Name	Description	Required
change_id	The change ID to delete (use freshservice-change-list to get the change request ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-change-delete change_id=29

Human Readable Output

Change deleted successfully

freshservice-change-task-list

---

Retrieve the tasks on a Change request with the given ID from Freshservice.

Base Command

freshservice-change-task-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
change_id	Change request ID (use freshservice-change-list to get the change request ID).	Required
task_id	The change request task ID.	Optional

Context Output

Path	Type	Description
Freshservice.Change.Task.id	Number	Task ID.
Freshservice.Change.Task.agent_id	Unknown	Task agent ID.
Freshservice.Change.Task.status	Number	Task status.
Freshservice.Change.Task.due_date	Date	Task due date.
Freshservice.Change.Task.notify_before	Number	Task notify before.
Freshservice.Change.Task.title	String	Task title.
Freshservice.Change.Task.description	String	Task description.
Freshservice.Change.Task.created_at	Date	Task creation time.
Freshservice.Change.Task.updated_at	Date	Task updated at.
Freshservice.Change.Task.closed_at	Unknown	Task closed at.
Freshservice.Change.Task.group_id	Unknown	Task group ID.
Freshservice.Change.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-change-task-list change_id=2

Context Example

{

"Freshservice": {

"Change": {

"Task": [

{

"agent_id": null,

"closed_at": "2023-03-26T09:58:58Z",

"created_at": "2023-01-15T16:05:20Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2020-04-27T13:23:20Z",

"group_id": null,

"id": 8,

"notify_before": 0,

"status": "Completed",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-03-26T09:58:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-26T09:58:59Z",

"created_at": "2023-01-19T10:27:07Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2023-01-23T19:00:00Z",

"group_id": null,

"id": 11,

"notify_before": 0,

"status": "Completed",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-03-26T09:58:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-26T09:58:59Z",

"created_at": "2023-03-08T10:52:17Z",

"custom_fields": {},

"deleted": false,

"description": "updated",

"due_date": "2023-03-10T19:00:00Z",

"group_id": null,

"id": 23,

"notify_before": 0,

"status": "Completed",

"title": "d",

"updated_at": "2023-03-26T09:58:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-26T09:58:59Z",

"created_at": "2023-03-08T13:56:19Z",

"custom_fields": {},

"deleted": false,

"description": "ddd",

"due_date": "2023-03-10T19:56:19Z",

"group_id": null,

"id": 26,

"notify_before": 1800,

"status": "Completed",

"title": "ttt",

"updated_at": "2023-03-26T09:58:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-26T09:58:59Z",

"created_at": "2023-03-19T12:47:11Z",

"custom_fields": {},

"deleted": false,

"description": "dsa",

"due_date": "2023-03-22T18:00:00Z",

"group_id": null,

"id": 36,

"notify_before": 7200,

"status": "Completed",

"title": "sd",

"updated_at": "2023-03-26T09:58:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": "2023-03-26T09:58:59Z",

"created_at": "2023-03-19T12:47:29Z",

"custom_fields": {},

"deleted": false,

"description": "dsa",

"due_date": "2023-03-22T18:00:00Z",

"group_id": null,

"id": 37,

"notify_before": 7200,

"status": "Completed",

"title": "sd",

"updated_at": "2023-03-26T09:58:59Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:08:05Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2023-04-17T20:08:05Z",

"group_id": null,

"id": 187,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:08:05Z",

"workspace_id": 2

},

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:08:32Z",

"custom_fields": {},

"deleted": false,

"description": "We need to re-supply to win the war!",

"due_date": "2023-04-17T20:08:32Z",

"group_id": null,

"id": 188,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:08:32Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Change

Showing page 1. Current page size: 50.

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
8	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Completed	false	2023-03-26T09:58:58Z	2023-01-15T16:05:20Z	2023-03-26T09:58:59Z	2020-04-27T13:23:20Z
11	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Completed	false	2023-03-26T09:58:59Z	2023-01-19T10:27:07Z	2023-03-26T09:58:59Z	2023-01-23T19:00:00Z
23	updated	d	0	Completed	false	2023-03-26T09:58:59Z	2023-03-08T10:52:17Z	2023-03-26T09:58:59Z	2023-03-10T19:00:00Z
26	ddd	ttt	1800	Completed	false	2023-03-26T09:58:59Z	2023-03-08T13:56:19Z	2023-03-26T09:58:59Z	2023-03-10T19:56:19Z
36	dsa	sd	7200	Completed	false	2023-03-26T09:58:59Z	2023-03-19T12:47:11Z	2023-03-26T09:58:59Z	2023-03-22T18:00:00Z
37	dsa	sd	7200	Completed	false	2023-03-26T09:58:59Z	2023-03-19T12:47:29Z	2023-03-26T09:58:59Z	2023-03-22T18:00:00Z
187	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:08:05Z	2023-04-13T14:08:05Z	2023-04-17T20:08:05Z
188	We need to re-supply to win the war!	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:08:32Z	2023-04-13T14:08:32Z	2023-04-17T20:08:32Z

freshservice-change-task-create

---

Create a new task on a change request in Freshservice.

Base Command

freshservice-change-task-create

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Required
notify_before	Time in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).	Required
title	Task title.	Required
description	Task description.	Required
status	Task status, default is 'Open'. Possible values are: Open, In Progress, Completed.	Optional
change_id	The change ID to add a task for (use freshservice-change-list to get the change request ID).	Required

Context Output

Path	Type	Description
Freshservice.Change.Task.id	Number	Task ID.
Freshservice.Change.Task.agent_id	Unknown	Task agent ID.
Freshservice.Change.Task.status	Number	Task status.
Freshservice.Change.Task.due_date	Date	Task due date.
Freshservice.Change.Task.notify_before	Number	Task notify before.
Freshservice.Change.Task.title	String	Task title.
Freshservice.Change.Task.description	String	Task description.
Freshservice.Change.Task.created_at	Date	Task creation time.
Freshservice.Change.Task.updated_at	Date	Task updated at.
Freshservice.Change.Task.closed_at	Unknown	Task closed at.
Freshservice.Change.Task.group_id	Unknown	Task group ID.
Freshservice.Change.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-change-task-create due_date="2020-04-03T10:26:13.067Z" notify_before="2020-05-03T10:26:13.067Z" title=title description=description status=Open change_id=2

Context Example

{

"Freshservice": {

"Change": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:17:37Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:17:37Z",

"group_id": null,

"id": 194,

"notify_before": 7200,

"status": "Open",

"title": "title",

"updated_at": "2023-04-13T14:17:37Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Change

Change Task created successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
194	description	title	7200	Open	false		2023-04-13T14:17:37Z	2023-04-13T14:17:37Z	2023-04-17T20:17:37Z

freshservice-change-task-update

---

Update an existing task on an existing Change request in Freshservice.

Base Command

freshservice-change-task-update

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Optional
notify_before	Task notify before (For example 30 minutes, 7 hours and etc).	Optional
title	Task title.	Optional
description	Task description.	Optional
status	Task status, default is 'Open'. Possible values are: Open, In Progress, Completed.	Optional
change_id	The change ID to update a task (use freshservice-change-list to get the change request ID).	Required
task_id	The Task ID for an update (use freshservice-change-task-list to get the task ID).	Required

Context Output

Path	Type	Description
Freshservice.Change.Task.id	Number	Task ID.
Freshservice.Change.Task.agent_id	Unknown	Task agent ID.
Freshservice.Change.Task.status	Number	Task status.
Freshservice.Change.Task.due_date	Date	Task due date.
Freshservice.Change.Task.notify_before	Number	Task notify before.
Freshservice.Change.Task.title	String	Task title.
Freshservice.Change.Task.description	String	Task description.
Freshservice.Change.Task.created_at	Date	Task creation time.
Freshservice.Change.Task.updated_at	Date	Task updated at.
Freshservice.Change.Task.closed_at	Unknown	Task closed at.
Freshservice.Change.Task.group_id	Unknown	Task group ID.
Freshservice.Change.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-change-task-update description=description change_id=2 task_id=188

Context Example

{

"Freshservice": {

"Change": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:08:32Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:08:32Z",

"group_id": null,

"id": 188,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:17:43Z",

"workspace_id": 2

}

],

"id": "2"

}

}

}

Human Readable Output

Change

Change Task updated successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
188	description	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:08:32Z	2023-04-13T14:17:43Z	2023-04-17T20:08:32Z

freshservice-change-task-delete

---

Delete the task on a Change request with the given ID from Freshservice.

Base Command

freshservice-change-task-delete

Input

Argument Name	Description	Required
change_id	Change ID (use freshservice-change-list to get the change request ID).	Required
task_id	Task ID (use freshservice-change-task-list to get the task ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-change-task-delete change_id=187 task_id=2

Human Readable Output

Task 2 does not exist

freshservice-release-list

---

Retrieve a list of all Releases (or specific by ID) in Freshservice.

Base Command

freshservice-release-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
release_id	The release ID.	Optional
filter_name	Filters to view only specific releases (which match only the criteria you choose). Possible values are: all, my_open, unassigned, completed, incompleted, deleted.	Optional

Context Output

Path	Type	Description
Freshservice.Release.id	Number	release ID.
Freshservice.Release.agent_id	Unknown	release agent ID.
Freshservice.Release.description	String	release description.
Freshservice.Release.group_id	Unknown	release group ID.
Freshservice.Release.department_id	Unknown	release department ID.
Freshservice.Release.subject	String	release subject.
Freshservice.Release.category	Unknown	release category.
Freshservice.Release.sub_category	Unknown	release sub-category.
Freshservice.Release.item_category	Unknown	release item category.
Freshservice.Release.planned_start_date	Date	release planned start date.
Freshservice.Release.planned_end_date	Date	release planned end date.
Freshservice.Release.status	Number	release status.
Freshservice.Release.priority	Number	release priority.
Freshservice.Release.release_type	Number	release release_type.
Freshservice.Release.work_start_date	Date	release work start date.
Freshservice.Release.work_end_date	Date	release work end date.
Freshservice.Release.created_at	Date	release creation time.
Freshservice.Release.updated_at	Date	release updated at.
Freshservice.Release.associated_change_ids	Number	release associated change IDs.

Command example

!freshservice-release-list

Context Example

{

"Freshservice": {

"Release": [

{

"agent_id": null,

"assets": [],

"associated_change_ids": [],

"category": "Hardware",

"created_at": "2023-04-13T14:11:15Z",

"department_id": null,

"description": "<div>Not given.</div>",

"description_text": "Not given.",

"group_id": null,

"id": 41,

"item_category": null,

"planned_end_date": "2023-03-31T10:35:47Z",

"planned_start_date": "2020-03-31T10:35:47Z",

"priority": "Low",

"release_type": "Minor",

"status": "In Progress",

"sub_category": null,

"subject": "string",

"updated_at": "2023-04-13T14:11:15Z",

"work_end_date": "2023-03-31T10:35:47Z",

"work_start_date": "2020-03-31T10:35:47Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"associated_change_ids": [],

"category": "Hardware",

"created_at": "2023-04-13T14:09:07Z",

"department_id": null,

"description": "<div>Not given.</div>",

"description_text": "Not given.",

"group_id": null,

"id": 40,

"item_category": null,

"planned_end_date": "2023-03-31T10:35:47Z",

"planned_start_date": "2020-03-31T10:35:47Z",

"priority": "Low",

"release_type": "Minor",

"status": "In Progress",

"sub_category": null,

"subject": "string",

"updated_at": "2023-04-13T14:09:07Z",

"work_end_date": "2023-03-31T10:35:47Z",

"work_start_date": "2020-03-31T10:35:47Z",

"workspace_id": 2

},

{

"agent_id": 21001397559,

"assets": [

{

"agent_id": null,

"asset_tag": "ASSET-1",

"department_id": null,

"description": null,

"display_id": 1,

"group_id": null,

"impact": 2,

"name": "Andrea's Laptop"

},

{

"agent_id": null,

"asset_tag": "ASSET-2",

"department_id": null,

"description": null,

"display_id": 2,

"group_id": null,

"impact": 1,

"name": "Dell Monitor"

},

{

"agent_id": null,

"asset_tag": "ASSET-3",

"department_id": null,

"description": null,

"display_id": 3,

"group_id": null,

"impact": 1,

"name": "Logitech Mouse"

},

{

"agent_id": null,

"asset_tag": "ASSET-4",

"department_id": null,

"description": null,

"display_id": 4,

"group_id": null,

"impact": 1,

"name": "monitor"

}

],

"associated_change_ids": [],

"category": "Network",

"created_at": "2023-04-03T15:13:12Z",

"department_id": 21000263162,

"description": "fdbfdsghdfsgh 19:05",

"description_text": "fdbfdsghdfsgh 19:05",

"group_id": 21000478053,

"id": 39,

"item_category": null,

"planned_end_date": "2023-04-02T22:15:00Z",

"planned_start_date": "2023-04-02T21:15:00Z",

"priority": "Medium",

"release_type": "Standard",

"status": "In Progress",

"sub_category": "Access",

"subject": "test test test",

"updated_at": "2023-04-03T16:06:18Z",

"work_end_date": "2023-04-02T22:15:00Z",

"work_start_date": "2023-04-02T21:15:00Z",

"workspace_id": 2

},

{

"agent_id": null,

"assets": [],

"associated_change_ids": [],

"category": "Hardware",

"created_at": "2023-03-28T10:13:28Z",

"department_id": null,

"description": "<div>Not given.</div>",

"description_text": "Not given.",

"group_id": null,

"id": 38,

"item_category": null,

"planned_end_date": "2023-03-31T10:35:47Z",

"planned_start_date": "2020-03-31T10:35:47Z",

"priority": "Low",

"release_type": "Minor",

"status": "In Progress",

"sub_category": null,

"subject": "string",

"updated_at": "2023-03-28T10:13:28Z",

"work_end_date": "2023-03-31T10:35:47Z",

"work_start_date": "2020-03-31T10:35:47Z",

"workspace_id": 2

}

]

}

}

Human Readable Output

Release

Showing page 1. Current page size: 50.

Id	Description Text	Subject	Release Type	Status	Priority	Group Id	Known Error	Category	Created At	Updated At	Planned Start Date	Planned End Date
41	Not given.	string	Minor	In Progress	Low			Hardware	2023-04-13T14:11:15Z	2023-04-13T14:11:15Z	2020-03-31T10:35:47Z	2023-03-31T10:35:47Z
40	Not given.	string	Minor	In Progress	Low			Hardware	2023-04-13T14:09:07Z	2023-04-13T14:09:07Z	2020-03-31T10:35:47Z	2023-03-31T10:35:47Z
39	fdbfdsghdfsgh 19:05	test test test	Standard	In Progress	Medium	21000478053		Network	2023-04-03T15:13:12Z	2023-04-03T16:06:18Z	2023-04-02T21:15:00Z	2023-04-02T22:15:00Z
38	Not given.	string	Minor	In Progress	Low			Hardware	2023-03-28T10:13:28Z	2023-03-28T10:13:28Z	2020-03-31T10:35:47Z	2023-03-31T10:35:47Z

freshservice-release-create

---

Create a new Release request in Freshservice.

Base Command

freshservice-release-create

Input

Argument Name	Description	Required
priority	Priority of the Release. Possible values are: Low, Medium, High, Urgent.	Required
status	Status identifier of the Release. (1-Open, 2-On hold, 3-In Progress, 4-Incomplete, 5-Completed). Possible values are: Open, On hold, In Progress, Incomplete, Completed.	Required
release_type	Type of the Release (1-minor, 2-standard, 3-major, 4-emergency). Possible values are: Minor, Standard, Major, Emergency.	Required
subject	The subject of the Release.	Required
description	Description of the release.	Required
planned_start_date	Timestamp at which the release is starting (for example YYYY-MM-DDThh:mm).	Required
planned_end_date	Timestamp at which release is ending (for example YYYY-MM-DDThh:mm).	Required
category	Category of the Release. Possible values are: Hardware, Software, Network, Office Applications, Talent Management, Travel, Employee Records and Documents, Office Furniture, Office Equipment, Employee Benefits, Employee Onboarding/Offboarding, Employee Relations, Workplace Access and Security, Building and Grounds Maintenance, Vendor Document Review, Payroll, Vendor Payment, Customer Payment, Reimbursements and Advances, Legal Document Creation, Legal Review - Vendor Documents, Legal Review - Customer Documents, Other.	Optional
custom_fields	Key value pairs containing the names and values of custom fields.	Optional
agent_id	Unique identifier of the agent to whom the Release is assigned. Use freshservice-agent-list to get the agent ID.	Optional
group_id	Unique identifier of the agent group to which the Release is assigned. Use freshservice-agent-group-list to get the agent group ID.	Optional
department_id	Unique ID of the department initiating the Release. Use freshservice-department-list to get the department ID.	Optional
sub_category	The sub-category of the Release.	Optional

Context Output

Path	Type	Description
Freshservice.Release.id	Number	Release ID.
Freshservice.Release.agent_id	Unknown	Release agent ID.
Freshservice.Release.description	String	Release description.
Freshservice.Release.group_id	Unknown	Release group ID.
Freshservice.Release.department_id	Unknown	Release department ID.
Freshservice.Release.subject	String	Release subject.
Freshservice.Release.category	String	Release category.
Freshservice.Release.sub_category	Unknown	Release sub-category.
Freshservice.Release.item_category	Unknown	Release item category.
Freshservice.Release.planned_start_date	Date	Release planned start date.
Freshservice.Release.planned_end_date	Date	Release planned end date.
Freshservice.Release.status	Number	Release status.
Freshservice.Release.priority	Number	Release priority.
Freshservice.Release.release_type	Number	Release type.
Freshservice.Release.work_start_date	Date	Release work start date.
Freshservice.Release.work_end_date	Date	Release work end date.
Freshservice.Release.created_at	Date	release creation time.
Freshservice.Release.updated_at	Date	Release updated at.

Command example

!freshservice-release-create priority=Low status=Open release_type=Minor subject=subject description=description planned_start_date="2019-03-20T16:18:46Z" planned_end_date="2019-03-23T16:18:46Z"

Context Example

{

"Freshservice": {

"Release": {

"agent_id": null,

"assets": [],

"associated_change_ids": [],

"category": null,

"created_at": "2023-04-13T14:18:00Z",

"custom_fields": {},

"department_id": null,

"description": "<div>description</div>",

"description_text": "description",

"group_id": null,

"id": 42,

"item_category": null,

"planned_end_date": "2019-03-23T16:18:46Z",

"planned_start_date": "2019-03-20T16:18:46Z",

"planning_fields": {},

"priority": "Low",

"release_type": "Minor",

"status": "Open",

"sub_category": null,

"subject": "subject",

"updated_at": "2023-04-13T14:18:00Z",

"work_end_date": "2019-03-23T16:18:46Z",

"work_start_date": "2019-03-20T16:18:46Z",

"workspace_id": 2

}

}

}

Human Readable Output

Release

Release created successfully

Id	Description Text	Subject	Release Type	Status	Priority	Group Id	Known Error	Category	Created At	Updated At	Planned Start Date	Planned End Date
42	description	subject	Minor	Open	Low				2023-04-13T14:18:00Z	2023-04-13T14:18:00Z	2019-03-20T16:18:46Z	2019-03-23T16:18:46Z

freshservice-release-update

---

Update an existing Release in Freshservice.

Base Command

freshservice-release-update

Input

Argument Name	Description	Required
priority	Priority of the Release. Possible values are: Low, Medium, High, Urgent.	Optional
status	Status identifier of the Release. (1-Open, 2-On hold, 3-In Progress, 4-Incomplete, 5-Completed). Possible values are: Open, On hold, In Progress, Incomplete, Completed.	Optional
release_type	Type of the Release (1-minor, 2-standard, 3-major, 4-emergency). Possible values are: Minor, Standard, Major, Emergency.	Optional
subject	The subject of the Release.	Optional
description	Description of the release.	Optional
planned_start_date	Timestamp at which release is starting (for example YYYY-MM-DDThh:mm).	Optional
planned_end_date	Timestamp at which release is ending (for example YYYY-MM-DDThh:mm).	Optional
release_id	The release ID (use freshservice-release-list to get the release request ID).	Required
sub_category	Sub-category of the Release.	Optional
department_id	Unique ID of the department initiating the Release. Use freshservice-department-list to get the department ID.	Optional
agent_id	Unique identifier of the agent to whom the Release is assigned. Use freshservice-agent-list to get the agent ID.	Optional
group_id	Unique identifier of the agent group to which the Release is assigned. Use freshservice-agent-group-list to get the agent group ID.	Optional
custom_fields	Key value pairs containing the names and values of custom fields.	Optional

Context Output

Path	Type	Description
Freshservice.Release.id	Number	Release ID.
Freshservice.Release.agent_id	Unknown	Release agent ID.
Freshservice.Release.description	String	Release description.
Freshservice.Release.group_id	Unknown	Release group ID.
Freshservice.Release.department_id	Unknown	Release department ID.
Freshservice.Release.subject	String	Release subject.
Freshservice.Release.category	String	Release category.
Freshservice.Release.sub_category	Unknown	Release sub-category.
Freshservice.Release.item_category	Unknown	Release item category.
Freshservice.Release.planned_start_date	Date	Release planned start date.
Freshservice.Release.planned_end_date	Date	Release planned end date.
Freshservice.Release.status	Number	Release status.
Freshservice.Release.priority	Number	Release priority.
Freshservice.Release.release_type	Number	Release release_type.
Freshservice.Release.work_start_date	Date	Release work start date.
Freshservice.Release.work_end_date	Date	Release work end date.
Freshservice.Release.created_at	Date	release creation time.
Freshservice.Release.updated_at	Date	Release updated at.

Command example

!freshservice-release-update description=description release_id=40

Context Example

{

"Freshservice": {

"Release": {

"agent_id": null,

"assets": [],

"associated_change_ids": [],

"category": "Hardware",

"created_at": "2023-04-13T14:09:07Z",

"custom_fields": {},

"department_id": null,

"description": "description",

"description_text": "description",

"group_id": null,

"id": 40,

"item_category": null,

"planned_end_date": "2023-03-31T10:35:47Z",

"planned_start_date": "2020-03-31T10:35:47Z",

"planning_fields": {},

"priority": "Low",

"release_type": "Minor",

"status": "In Progress",

"sub_category": null,

"subject": "string",

"updated_at": "2023-04-13T14:09:07Z",

"work_end_date": "2023-03-31T10:35:47Z",

"work_start_date": "2020-03-31T10:35:47Z",

"workspace_id": 2

}

}

}

Human Readable Output

Release

Release updated successfully

Id	Description Text	Subject	Release Type	Status	Priority	Group Id	Known Error	Category	Created At	Updated At	Planned Start Date	Planned End Date
40	description	string	Minor	In Progress	Low			Hardware	2023-04-13T14:09:07Z	2023-04-13T14:09:07Z	2020-03-31T10:35:47Z	2023-03-31T10:35:47Z

freshservice-release-delete

---

Delete a Release with the given ID from Freshservice.

Base Command

freshservice-release-delete

Input

Argument Name	Description	Required
release_id	The release ID (use freshservice-release-list to get the release request ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-release-delete release_id=41

Human Readable Output

Release deleted successfully

freshservice-release-task-list

---

Retrieve the tasks on a Release with the given ID from Freshservice.

Base Command

freshservice-release-task-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
release_id	The release ID (use freshservice-release-list to get the release request ID).	Required
task_id	The release request task ID.	Optional

Context Output

Path	Type	Description
Freshservice.Release.Task.id	Number	Task ID.
Freshservice.Release.Task.agent_id	Unknown	Task agent ID.
Freshservice.Release.Task.status	Number	Task status.
Freshservice.Release.Task.due_date	Date	Task due date.
Freshservice.Release.Task.notify_before	Number	Task notify before.
Freshservice.Release.Task.title	String	Task title.
Freshservice.Release.Task.description	String	Task description.
Freshservice.Release.Task.created_at	Date	Task creation time.
Freshservice.Release.Task.updated_at	Date	Task updated at.
Freshservice.Release.Task.closed_at	Unknown	Task closed at.
Freshservice.Release.Task.group_id	Number	Task group ID.
Freshservice.Release.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-release-task-list release_id=40

Context Example

{

"Freshservice": {

"Release": {

"Task": [],

"id": "40"

}

}

}

Human Readable Output

Release

Showing page 1. Current page size: 50. No entries.

freshservice-release-task-create

---

Create a new task on a Release in Freshservice.

Base Command

freshservice-release-task-create

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Required
notify_before	Time in seconds before which notification is sent prior to due date (For example 30 minutes, 7 hours and etc).	Required
title	Task title.	Required
description	Task description.	Required
status	Status of the task,. Possible values are: Open, In Progress, Completed.	Optional
release_id	The release ID to add a task for (use freshservice-release-list to get the release request ID).	Required

Context Output

Path	Type	Description
Freshservice.Release.Task.id	Number	Task ID.
Freshservice.Release.Task.agent_id	Unknown	Task agent ID.
Freshservice.Release.Task.status	Number	Task status.
Freshservice.Release.Task.due_date	Date	Task due date.
Freshservice.Release.Task.notify_before	Number	Task notify before.
Freshservice.Release.Task.title	String	Task title.
Freshservice.Release.Task.description	String	Task description.
Freshservice.Release.Task.created_at	Date	Task creation time.
Freshservice.Release.Task.updated_at	Date	Task updated at.
Freshservice.Release.Task.closed_at	Unknown	Task closed at.
Freshservice.Release.Task.group_id	Unknown	Task group ID.
Freshservice.Release.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-release-task-create due_date="2020-04-03T10:26:13.067Z" notify_before="2020-05-03T10:26:13.067Z" title=title description=description status=Open release_id=34

Context Example

{

"Freshservice": {

"Release": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:18:22Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:18:22Z",

"group_id": null,

"id": 195,

"notify_before": 7200,

"status": "Open",

"title": "title",

"updated_at": "2023-04-13T14:18:22Z",

"workspace_id": 2

}

],

"id": "34"

}

}

}

Human Readable Output

Release

Release Task created successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
195	description	title	7200	Open	false		2023-04-13T14:18:22Z	2023-04-13T14:18:22Z	2023-04-17T20:18:22Z

freshservice-release-task-update

---

Update an existing task on an existing Release in Freshservice.

Base Command

freshservice-release-task-update

Input

Argument Name	Description	Required
due_date	Task due date (for example YYYY-MM-DDThh:mm).	Optional
notify_before	Task notify before (For example 30 minutes, 7 hours and etc).	Optional
title	Task title.	Optional
description	Task description.	Optional
status	Status of the task,. Possible values are: Open, In Progress, Completed.	Optional
release_id	The Release ID to update a task for (use freshservice-release-list to get the release request ID).	Required
task_id	The Task ID for an update (use freshservice-release-task-list to get the task ID).	Required

Context Output

Path	Type	Description
Freshservice.Release.Task.id	Number	Task ID.
Freshservice.Release.Task.agent_id	Unknown	Task agent ID.
Freshservice.Release.Task.status	Number	Task status.
Freshservice.Release.Task.due_date	Date	Task due date.
Freshservice.Release.Task.notify_before	Number	Task notify before.
Freshservice.Release.Task.title	String	Task title.
Freshservice.Release.Task.description	String	Task description.
Freshservice.Release.Task.created_at	Date	Task creation time.
Freshservice.Release.Task.updated_at	Date	Task updated at.
Freshservice.Release.Task.closed_at	Unknown	Task closed at.
Freshservice.Release.Task.group_id	Unknown	Task group ID.
Freshservice.Release.Task.deleted	Boolean	Task deleted.

Command example

!freshservice-release-task-update description=description status=Open release_id=34 task_id=190

Context Example

{

"Freshservice": {

"Release": {

"Task": [

{

"agent_id": null,

"closed_at": null,

"created_at": "2023-04-13T14:12:11Z",

"custom_fields": {},

"deleted": false,

"description": "description",

"due_date": "2023-04-17T20:12:11Z",

"group_id": null,

"id": 190,

"notify_before": 0,

"status": "Open",

"title": "Supply lightsabers to all the Jedis",

"updated_at": "2023-04-13T14:18:28Z",

"workspace_id": 2

}

],

"id": "34"

}

}

}

Human Readable Output

Release

Release Task updated successfully

Id	Description	Title	Notify Before	Status	Deleted	Closed At	Created At	Updated At	Due Date
190	description	Supply lightsabers to all the Jedis	0	Open	false		2023-04-13T14:12:11Z	2023-04-13T14:18:28Z	2023-04-17T20:12:11Z

freshservice-release-task-delete

---

Delete the task on a Release with the given ID from Freshservice.

Base Command

freshservice-release-task-delete

Input

Argument Name	Description	Required
release_id	The Release ID (use freshservice-release-list to get the release request ID).	Required
task_id	The task ID to delete (use freshservice-release-task-list to get the task ID).	Required

Context Output

There is no context output for this command.

Command example

!freshservice-release-task-delete release_id=34 task_id=191

Human Readable Output

Release Task deleted successfully

freshservice-requester-list

---

Lists all the requesters (information about a user) in a Freshservice account. You can specify 'query' argument or any filter arguments, not both. When providing multiple filter arguments the connection between them will be "AND".

Base Command

freshservice-requester-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
requester_id	The requester ID (use freshservice-agent-list to get the requester ID).	Optional
first_name	First name of the requester.	Optional
last_name	Last name of the requester.	Optional
name	Concatenation of first_name and last_name with single space in-between fields.	Optional
job_title	Title of the requester.	Optional
primary_email	Email address of the requester.	Optional
work_phone_number	Work phone of the requester.	Optional
mobile_phone_number	Mobile phone of the requester.	Optional
department_id	ID of the department(s) assigned to the requester (use freshservice-department-list to get the department ID).	Optional
reporting_manager_id	User ID of the agent's reporting manager (you can use freshservice-agent-list to extract the reporting_manager_id).	Optional
time_zone	Requester time zone.	Optional
language	Language code(Eg. en, ja-JP).	Optional
location_id	ID of the location.	Optional
created_at	Date (YYYY-MM-DDThh:mm) when the requester is created.	Optional
updated_at	Date (YYYY-MM-DDThh:mm) when the requester is updated.	Optional
query	Query to fetch requesters. Use query or other filter arguments, not both. For example "time_zone:'Eastern Time (US & Canada)' AND language:'en'" (Logical operators AND, OR along with parentheses () can be used to group conditions).	Optional

Context Output

Path	Type	Description
Freshservice.Requester.active	Boolean	Requester active.
Freshservice.Requester.address	Unknown	Requester address.
Freshservice.Requester.background_information	Unknown	Requester background information.
Freshservice.Requester.can_see_all_changes_from_associated_departments	Boolean	Requester can see all changes from associated departments.
Freshservice.Requester.can_see_all_tickets_from_associated_departments	Boolean	Requester can see all tickets from associated departments.
Freshservice.Requester.created_at	Date	Requester creation time.
Freshservice.Requester.department_names	Unknown	Requester department names.
Freshservice.Requester.external_id	Unknown	Requester external ID.
Freshservice.Requester.first_name	String	Requester first name.
Freshservice.Requester.has_logged_in	Boolean	Requester has logged in.
Freshservice.Requester.id	Date	Requester ID.
Freshservice.Requester.is_agent	Boolean	Requester is agent.
Freshservice.Requester.job_title	Unknown	Requester job title.
Freshservice.Requester.language	String	Requester language.
Freshservice.Requester.last_name	Unknown	Requester last name.
Freshservice.Requester.location_id	Unknown	Requester location ID.
Freshservice.Requester.location_name	Unknown	Requester location name.
Freshservice.Requester.mobile_phone_number	Unknown	Requester mobile phone number.
Freshservice.Requester.primary_email	String	Requester primary email.
Freshservice.Requester.reporting_manager_id	Unknown	Requester reporting manager ID.
Freshservice.Requester.time_format	String	Requester time format.
Freshservice.Requester.time_zone	String	Requester time zone.
Freshservice.Requester.updated_at	Date	Requester updated at.
Freshservice.Requester.vip_user	Boolean	Requester vip user.
Freshservice.Requester.work_phone_number	Unknown	Requester work phone number.

Command example

!freshservice-requester-list

Context Example

{

"Freshservice": {

"Requester": [

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-15T18:52:53Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "asdasdas",

"has_logged_in": false,

"id": 21001894858,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": null,

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-15T18:52:53Z",

"vip_user": false,

"work_phone_number": "+975454545"

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-15T17:01:37Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "benasdas",

"has_logged_in": false,

"id": 21001894482,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": null,

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-15T17:01:37Z",

"vip_user": false,

"work_phone_number": "+972542059588"

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-23T15:44:39Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Email",

"has_logged_in": false,

"id": 21001932798,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "email@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-23T15:44:39Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2022-12-25T08:38:05Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Greg",

"has_logged_in": false,

"id": 21001397563,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": "Nazarovsky",

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "gregorin@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-01-03T14:17:32Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2022-12-25T08:37:28Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Jack",

"has_logged_in": false,

"id": 21001397562,

"is_agent": false,

"job_title": "CIO",

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "jack@freshservice.com",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2022-12-25T08:37:28Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-27T13:39:13Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Liorq",

"has_logged_in": false,

"id": 21001941102,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "liorq@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-27T13:39:13Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-02T11:48:32Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Liors",

"has_logged_in": false,

"id": 21001792073,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "liors@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-02T11:48:32Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": "test data",

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-01T11:51:14Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Ronh",

"has_logged_in": false,

"id": 21001789289,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": "hadad",

"location_id": 21000437322,

"location_name": "Canada",

"mobile_phone_number": null,

"primary_email": "ronh@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-02T14:27:26Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-01-15T14:20:54Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sample",

"has_logged_in": false,

"id": 21001523090,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sample@freshservice.com",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-01-15T14:20:54Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-22T11:50:56Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sarb+change",

"has_logged_in": false,

"id": 21001924673,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sarb+change@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-22T11:50:56Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-22T11:26:44Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sarb+prblemupdate",

"has_logged_in": false,

"id": 21001924652,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sarb+prblemupdate@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-22T11:26:44Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-22T11:20:36Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sarb+problem",

"has_logged_in": false,

"id": 21001924647,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sarb+problem@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-22T11:20:36Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-15T16:44:37Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sarb+t",

"has_logged_in": false,

"id": 21001894392,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sarb+t@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-15T16:44:37Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-14T13:59:02Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sarb+test",

"has_logged_in": false,

"id": 21001853633,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sarb+test@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-14T13:59:02Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-15T19:46:28Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Sarb21312",

"has_logged_in": false,

"id": 21001895008,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "sarb21312@qmasters.co",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-15T19:46:28Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-03-02T16:02:38Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Tal",

"has_logged_in": false,

"id": 21001793038,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "tal@gamil.com",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-03-02T16:02:38Z",

"vip_user": false,

"work_phone_number": null

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-02-26T16:01:32Z",

"custom_fields": {},

"department_ids": [

21000263166

],

"department_names": [

"IT"

],

"external_id": null,

"first_name": "Tal",

"has_logged_in": false,

"id": 21001776393,

"is_agent": false,

"job_title": "CTO",

"language": "en",

"last_name": "Gumi",

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "tal@gmail.com",

"reporting_manager_id": 21001789289,

"secondary_emails": [

"talg+local@qmasters.co"

],

"time_format": "12h",

"time_zone": "Monterrey",

"updated_at": "2023-03-02T14:30:27Z",

"vip_user": false,

"work_phone_number": "+9725412545488"

},

{

"active": true,

"address": null,

"background_information": null,

"can_see_all_changes_from_associated_departments": false,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-01-15T15:52:00Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"external_id": null,

"first_name": "Tom",

"has_logged_in": false,

"id": 21001523121,

"is_agent": false,

"job_title": null,

"language": "en",

"last_name": null,

"location_id": null,

"location_name": null,

"mobile_phone_number": null,

"primary_email": "tom@outerspace.com",

"reporting_manager_id": null,

"secondary_emails": [],

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-01-15T15:52:00Z",

"vip_user": false,

"work_phone_number": null

}

]

}

}

Human Readable Output

Requester

Showing page 1. Current page size: 50.

Id	First Name	Last Name	Primary Email	Active	Created At	Updated At	Time Zone	Department Id	Department Name	Can See All Tickets From Associated Departments	Can See All Changes From Associated Departments
21001894858	asdasdas			true	2023-03-15T18:52:53Z	2023-03-15T18:52:53Z	Eastern Time (US & Canada)			false	false
21001894482	benasdas			true	2023-03-15T17:01:37Z	2023-03-15T17:01:37Z	Eastern Time (US & Canada)			false	false
21001932798	Email		email@qmasters.co	true	2023-03-23T15:44:39Z	2023-03-23T15:44:39Z	Eastern Time (US & Canada)			false	false
21001397563	Greg	Nazarovsky	gregorin@qmasters.co	true	2022-12-25T08:38:05Z	2023-01-03T14:17:32Z	Eastern Time (US & Canada)			false	false
21001397562	Jack		jack@freshservice.com	true	2022-12-25T08:37:28Z	2022-12-25T08:37:28Z	Eastern Time (US & Canada)			false	false
21001941102	Liorq		liorq@qmasters.co	true	2023-03-27T13:39:13Z	2023-03-27T13:39:13Z	Eastern Time (US & Canada)			false	false
21001792073	Liors		liors@qmasters.co	true	2023-03-02T11:48:32Z	2023-03-02T11:48:32Z	Eastern Time (US & Canada)			false	false
21001789289	Ronh	hadad	ronh@qmasters.co	true	2023-03-01T11:51:14Z	2023-03-02T14:27:26Z	Eastern Time (US & Canada)			false	false
21001523090	Sample		sample@freshservice.com	true	2023-01-15T14:20:54Z	2023-01-15T14:20:54Z	Eastern Time (US & Canada)			false	false
21001924673	Sarb+change		sarb+change@qmasters.co	true	2023-03-22T11:50:56Z	2023-03-22T11:50:56Z	Eastern Time (US & Canada)			false	false
21001924652	Sarb+prblemupdate		sarb+prblemupdate@qmasters.co	true	2023-03-22T11:26:44Z	2023-03-22T11:26:44Z	Eastern Time (US & Canada)			false	false
21001924647	Sarb+problem		sarb+problem@qmasters.co	true	2023-03-22T11:20:36Z	2023-03-22T11:20:36Z	Eastern Time (US & Canada)			false	false
21001894392	Sarb+t		sarb+t@qmasters.co	true	2023-03-15T16:44:37Z	2023-03-15T16:44:37Z	Eastern Time (US & Canada)			false	false
21001853633	Sarb+test		sarb+test@qmasters.co	true	2023-03-14T13:59:02Z	2023-03-14T13:59:02Z	Eastern Time (US & Canada)			false	false
21001895008	Sarb21312		sarb21312@qmasters.co	true	2023-03-15T19:46:28Z	2023-03-15T19:46:28Z	Eastern Time (US & Canada)			false	false
21001793038	Tal		tal@gamil.com	true	2023-03-02T16:02:38Z	2023-03-02T16:02:38Z	Eastern Time (US & Canada)			false	false
21001776393	Tal	Gumi	tal@gmail.com	true	2023-02-26T16:01:32Z	2023-03-02T14:30:27Z	Monterrey			false	false
21001523121	Tom		tom@outerspace.com	true	2023-01-15T15:52:00Z	2023-01-15T15:52:00Z	Eastern Time (US & Canada)			false	false

freshservice-agent-list

---

Retrieve a list of all Agents (or specific by ID) in Freshservice. You can specify 'query' argument or any filter arguments, not both. When providing multiple filter arguments the connection between them will be "AND".

Base Command

freshservice-agent-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
agent_id	Agent ID.	Optional
first_name	First name of the agent.	Optional
last_name	Last name of the agent.	Optional
name	Concatenation of first_name and last_name with single space in-between fields.	Optional
job_title	Title of the agent.	Optional
email	Email address of the agent.	Optional
work_phone_number	Work phone of the agent.	Optional
mobile_phone_number	Mobile phone of the agent.	Optional
department_id	ID of the department(s) assigned to the agent. Use freshservice-department-list to get the agent ID.	Optional
reporting_manager_id	User ID of the agent's reporting manager.	Optional
time_zone	Agent time zone.	Optional
language	Language code(Eg. en, ja-JP).	Optional
location_id	ID of the location.	Optional
created_at	Date when the agent is created (for example YYYY-MM-DDThh:mm).	Optional
updated_at	Date when the agent is updated (for example YYYY-MM-DDThh:mm).	Optional
query	Query to fetch agents. Use query or other filter arguments, not both. For example "(department_id:4001 OR department_id:5001) AND (location_id:200 OR location_id:300)".	Optional

Context Output

Path	Type	Description
Freshservice.Agent.active	Boolean	Agent active.
Freshservice.Agent.address	Unknown	Agent address.
Freshservice.Agent.auto_assign_status_changed_at	Unknown	Agent auto_assign_status_changed_at.
Freshservice.Agent.auto_assign_tickets	Boolean	Agent auto assign tickets.
Freshservice.Agent.background_information	Unknown	Agent background information.
Freshservice.Agent.can_see_all_tickets_from_associated_departments	Boolean	Agent can see all tickets from associated departments.
Freshservice.Agent.created_at	Date	Agent creation time.
Freshservice.Agent.department_names	Unknown	Agent department names.
Freshservice.Agent.email	String	Agent email.
Freshservice.Agent.external_id	Unknown	Agent external ID.
Freshservice.Agent.first_name	String	Agent first name.
Freshservice.Agent.has_logged_in	Boolean	Agent has logged in.
Freshservice.Agent.id	Date	Agent ID.
Freshservice.Agent.job_title	Unknown	Agent job title.
Freshservice.Agent.language	String	Agent language.
Freshservice.Agent.last_active_at	Date	Agent last active at.
Freshservice.Agent.last_login_at	Unknown	Agent last login at.
Freshservice.Agent.last_name	String	Agent last name.
Freshservice.Agent.location_id	Unknown	Agent location ID.
Freshservice.Agent.location_name	Unknown	Agent location name.
Freshservice.Agent.mobile_phone_number	Unknown	Agent mobile phone number.
Freshservice.Agent.occasional	Boolean	Agent occasional.
Freshservice.Agent.reporting_manager_id	Unknown	Agent reporting manager ID.
Freshservice.Agent.role_ids	Date	Agent role IDs.
Freshservice.Agent.role_id	Date	Agent role ID.
Freshservice.Agent.assignment_scope	String	Agent roles assignment scope.
Freshservice.Agent.workspace_id	Number	Agent roles workspace ID.
Freshservice.Agent.signature	String	Agent signature.
Freshservice.Agent.time_format	String	Agent time format.
Freshservice.Agent.time_zone	String	Agent time zone.
Freshservice.Agent.updated_at	Date	Agent updated at.
Freshservice.Agent.vip_user	Boolean	Agent vip user.
Freshservice.Agent.work_phone_number	Unknown	Agent work phone number.
Freshservice.Agent.workspace_ids	Number	Agent workspace IDs.

Command example

!freshservice-agent-list

Context Example

{

"Freshservice": {

"Agent": [

{

"active": true,

"address": null,

"auto_assign_status_changed_at": "2023-03-13T11:27:46Z",

"auto_assign_tickets": true,

"background_information": null,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2022-12-25T08:37:27Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"email": "benim@qmasters.co",

"external_id": null,

"first_name": "Beni",

"group_ids": [

21000478053

],

"has_logged_in": true,

"id": 21001397559,

"job_title": null,

"language": "en",

"last_active_at": "2023-04-04T11:45:58Z",

"last_login_at": "2023-04-02T14:14:26Z",

"last_name": "Manela",

"location_id": null,

"location_name": null,

"member_of": [

21000478053

],

"mobile_phone_number": null,

"observer_of": [],

"occasional": false,

"reporting_manager_id": null,

"role_ids": [

21000388918,

21000388920,

21000388932,

21000388931

],

"roles": [

{

"assignment_scope": "entire_helpdesk",

"groups": [],

"role_id": 21000388918,

"workspace_id": 1

},

{

"assignment_scope": "entire_helpdesk",

"groups": [],

"role_id": 21000388920,

"workspace_id": 2

},

{

"assignment_scope": "entire_helpdesk",

"groups": [],

"role_id": 21000388931,

"workspace_id": 3

},

{

"assignment_scope": "entire_helpdesk",

"groups": [],

"role_id": 21000388932,

"workspace_id": 3

}

],

"scopes": {},

"signature": "<p><br/></p>\n",

"time_format": "12h",

"time_zone": "Athens",

"updated_at": "2022-12-25T09:53:00Z",

"vip_user": false,

"work_phone_number": null,

"workspace_ids": [

2,

3

]

},

{

"active": false,

"address": null,

"auto_assign_status_changed_at": null,

"auto_assign_tickets": true,

"background_information": null,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2022-12-25T08:37:28Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"email": "rachel@freshservice.com",

"external_id": null,

"first_name": "Rachel",

"group_ids": [],

"has_logged_in": false,

"id": 21001397561,

"job_title": null,

"language": "en",

"last_active_at": null,

"last_login_at": null,

"last_name": null,

"location_id": null,

"location_name": null,

"member_of": [],

"mobile_phone_number": null,

"observer_of": [],

"occasional": false,

"reporting_manager_id": null,

"role_ids": [],

"roles": [],

"scopes": {},

"signature": null,

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2022-12-25T08:37:28Z",

"vip_user": false,

"work_phone_number": null,

"workspace_ids": []

},

{

"active": true,

"address": null,

"auto_assign_status_changed_at": "2023-01-24T09:11:28Z",

"auto_assign_tickets": true,

"background_information": null,

"can_see_all_tickets_from_associated_departments": false,

"created_at": "2023-01-15T10:06:40Z",

"custom_fields": {},

"department_ids": [],

"department_names": null,

"email": "talg@qmasters.co",

"external_id": null,

"first_name": "Tal",

"group_ids": [],

"has_logged_in": true,

"id": 21001523008,

"job_title": null,

"language": "en",

"last_active_at": "2023-01-24T09:10:50Z",

"last_login_at": "2023-01-19T11:02:22Z",

"last_name": "Gumi",

"location_id": null,

"location_name": null,

"member_of": [],

"mobile_phone_number": null,

"observer_of": [],

"occasional": true,

"reporting_manager_id": null,

"role_ids": [

21000388918

],

"roles": [

{

"assignment_scope": "entire_helpdesk",

"groups": [],

"role_id": 21000388918,

"workspace_id": 2

}

],

"scopes": {},

"signature": "",

"time_format": "12h",

"time_zone": "Eastern Time (US & Canada)",

"updated_at": "2023-01-15T10:06:40Z",

"vip_user": false,

"work_phone_number": null,

"workspace_ids": [

2

]

}

]

}

}

Human Readable Output

Agent

Showing page 1. Current page size: 50.

Id	First Name	Last Name	Email	Active	Created At	Updated At	Time Zone	Language	Can See All Tickets From Associated Departments	Auto Assign Status Changed At
21001397559	Beni	Manela	benim@qmasters.co	true	2022-12-25T08:37:27Z	2022-12-25T09:53:00Z	Athens	en	false	2023-03-13T11:27:46Z
21001397561	Rachel		rachel@freshservice.com	false	2022-12-25T08:37:28Z	2022-12-25T08:37:28Z	Eastern Time (US & Canada)	en	false
21001523008	Tal	Gumi	talg@qmasters.co	true	2023-01-15T10:06:40Z	2023-01-15T10:06:40Z	Eastern Time (US & Canada)	en	false	2023-01-24T09:11:28Z

freshservice-role-list

---

Lists all the roles in a Freshservice account. Roles allow you to manage access permissions for agents.

Base Command

freshservice-role-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
role_id	The role ID.	Optional

Context Output

Path	Type	Description
Freshservice.Role.description	String	Role description.
Freshservice.Role.id	Date	Role ID.
Freshservice.Role.name	String	Role name.
Freshservice.Role.created_at	Date	Role creation time.
Freshservice.Role.updated_at	Date	Role updated at.
Freshservice.Role.default	Boolean	Role default.
Freshservice.Role.role_type	Number	Role type.

Command example

!freshservice-role-list

Context Example

{

"Freshservice": {

"Role": [

{

"created_at": "2022-12-25T08:37:26Z",

"default": true,

"description": "Has complete admin control over the service desk including access to account or billing related information",

"id": 21000388918,

"name": "Account Admin",

"role_type": 1,

"updated_at": "2022-12-25T08:37:26Z"

},

{

"created_at": "2022-12-25T08:37:26Z",

"default": true,

"description": "Can perform all non-admin actions except reporting",

"id": 21000388919,

"name": "IT Agent",

"role_type": 2,

"updated_at": "2022-12-25T08:37:26Z"

},

{

"created_at": "2022-12-25T08:37:26Z",

"default": true,

"description": "Can perform all non-admin actions",

"id": 21000388920,

"name": "IT Supervisor",

"role_type": 2,

"updated_at": "2023-03-15T05:02:39Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities, view and create change and have full access for problem module",

"id": 21000388921,

"name": "Problem Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities, view and create problem release and have full access for change module",

"id": 21000388922,

"name": "Change Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities, view and create change and have full access for release module",

"id": 21000388923,

"name": "Release Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities, view problem, change, release and have full access for CMDB module",

"id": 21000388924,

"name": "Configuration Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities, view problem, change and have full access for Contract module",

"id": 21000388925,

"name": "Contract Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities, can view and manage alerts",

"id": 21000388926,

"name": "IT Ops Agent",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can view, create and manage projects",

"id": 21000388927,

"name": "Project Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can view and work on projects",

"id": 21000388928,

"name": "Project Member",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can perform all agent related activities and perform all activities on Purchase Order",

"id": 21000388929,

"name": "Procurement Manager",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can work on Tickets, Projects, Solutions, and Announcements. Cannot view reports",

"id": 21000388930,

"name": "Business Agent",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:37:57Z",

"default": true,

"description": "Can work on Tickets, Projects, Solutions, and Announcements. Can view and manage reports",

"id": 21000388931,

"name": "Business Team Supervisor",

"role_type": 2,

"updated_at": "2022-12-25T08:37:57Z"

},

{

"created_at": "2022-12-25T08:43:45Z",

"default": true,

"description": "Workspace Admin",

"id": 21000388932,

"name": "Workspace Admin",

"role_type": 1,

"updated_at": "2022-12-25T08:43:45Z"

}

]

}

}

Human Readable Output

Role

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Id	Name	Description	Role Type	Default	Created At	Updated At
21000388918	Account Admin	Has complete admin control over the service desk including access to account or billing related information	1	true	2022-12-25T08:37:26Z	2022-12-25T08:37:26Z
21000388919	IT Agent	Can perform all non-admin actions except reporting	2	true	2022-12-25T08:37:26Z	2022-12-25T08:37:26Z
21000388920	IT Supervisor	Can perform all non-admin actions	2	true	2022-12-25T08:37:26Z	2023-03-15T05:02:39Z
21000388921	Problem Manager	Can perform all agent related activities, view and create change and have full access for problem module	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388922	Change Manager	Can perform all agent related activities, view and create problem release and have full access for change module	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388923	Release Manager	Can perform all agent related activities, view and create change and have full access for release module	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388924	Configuration Manager	Can perform all agent related activities, view problem, change, release and have full access for CMDB module	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388925	Contract Manager	Can perform all agent related activities, view problem, change and have full access for Contract module	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388926	IT Ops Agent	Can perform all agent related activities, can view and manage alerts	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388927	Project Manager	Can view, create and manage projects	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388928	Project Member	Can view and work on projects	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388929	Procurement Manager	Can perform all agent related activities and perform all activities on Purchase Order	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388930	Business Agent	Can work on Tickets, Projects, Solutions, and Announcements. Cannot view reports	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388931	Business Team Supervisor	Can work on Tickets, Projects, Solutions, and Announcements. Can view and manage reports	2	true	2022-12-25T08:37:57Z	2022-12-25T08:37:57Z
21000388932	Workspace Admin	Workspace Admin	1	true	2022-12-25T08:43:45Z	2022-12-25T08:43:45Z

freshservice-vendor-list

---

Lists all the vendors (or specific by ID) in the Freshservice account.

Base Command

freshservice-vendor-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
vendor_id	Vendor ID.	Optional

Context Output

Path	Type	Description
Freshservice.Vendor.address.line1	Unknown	Vendor address line1.
Freshservice.Vendor.address.city	Unknown	Vendor address city.
Freshservice.Vendor.address.state	Unknown	Vendor address state.
Freshservice.Vendor.address.country	Unknown	Vendor address country.
Freshservice.Vendor.address.zipcode	Unknown	Vendor address zip code.
Freshservice.Vendor.id	Date	Vendor ID.
Freshservice.Vendor.name	String	Vendor name.
Freshservice.Vendor.description	String	Vendor description.
Freshservice.Vendor.contact_name	Unknown	Vendor contact name.
Freshservice.Vendor.email	Unknown	Vendor email.
Freshservice.Vendor.mobile	Unknown	Vendor mobile.
Freshservice.Vendor.phone	Unknown	Vendor phone.
Freshservice.Vendor.primary_contact_id	Unknown	Vendor primary contact ID.
Freshservice.Vendor.created_at	Date	Vendor creation time.
Freshservice.Vendor.updated_at	Date	Vendor updated at.

Command example

!freshservice-vendor-list

Context Example

{

"Freshservice": {

"Vendor": [

{

"address": {

"city": "Cupertino",

"country": "United States",

"line1": "1 Infinite Loop",

"state": "California",

"zipcode": "95014"

},

"contact_name": null,

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "",

"email": null,

"id": 21000275400,

"mobile": null,

"name": "Apple",

"phone": null,

"primary_contact_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"address": {

"city": "Round Rock",

"country": "United States",

"line1": "1 Dell Way",

"state": "Texas",

"zipcode": "78664"

},

"contact_name": null,

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "",

"email": null,

"id": 21000275401,

"mobile": null,

"name": "Dell",

"phone": null,

"primary_contact_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"address": {

"city": "San Mateo",

"country": "United States",

"line1": "2950 S Delaware St Suite 201",

"state": "California",

"zipcode": "94401"

},

"contact_name": null,

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "",

"email": null,

"id": 21000275403,

"mobile": null,

"name": "Freshworks",

"phone": null,

"primary_contact_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"address": {

"city": "Newark",

"country": "United States",

"line1": "7700 Gateway Blvd",

"state": "California",

"zipcode": "94560"

},

"contact_name": null,

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "",

"email": null,

"id": 21000275402,

"mobile": null,

"name": "Logitech",

"phone": null,

"primary_contact_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"address": {

"city": null,

"country": null,

"line1": null,

"state": null,

"zipcode": null

},

"contact_name": null,

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "",

"email": null,

"id": 21000275404,

"mobile": null,

"name": "Microsoft",

"phone": null,

"primary_contact_id": null,

"updated_at": "2022-12-25T08:37:58Z"

}

]

}

}

Human Readable Output

Vendor

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Id	Name	Contact Name	Description	Email	Created At	Updated At
21000275400	Apple				2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000275401	Dell				2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000275403	Freshworks				2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000275402	Logitech				2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000275404	Microsoft				2022-12-25T08:37:58Z	2022-12-25T08:37:58Z

freshservice-software-list

---

Lists all the softwares (or specific by ID) in the Freshservice account.

Base Command

freshservice-software-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
software_id	Software ID.	Optional

Context Output

Path	Type	Description
Freshservice.Software.overview	Unknown	Software application overview.
Freshservice.Software.graph_data	Unknown	Software application graph data.
Freshservice.Software.last_sync_date	Unknown	Software application last sync date.
Freshservice.Software.user_count	Number	Software application user count.
Freshservice.Software.installation_count	Number	Software application installation count.
Freshservice.Software.id	Date	Software application ID.
Freshservice.Software.name	String	Software application name.
Freshservice.Software.description	Unknown	Software application description.
Freshservice.Software.notes	Unknown	Software application notes.
Freshservice.Software.publisher_id	Date	Software application publisher ID.
Freshservice.Software.created_at	Date	Software application creation time.
Freshservice.Software.updated_at	Date	Software application updated at.
Freshservice.Software.workspace_id	Number	Software application workspace ID.
Freshservice.Software.application_type	String	Software application application type.
Freshservice.Software.status	String	Software application status.
Freshservice.Software.managed_by_id	Date	Software application managed by ID.
Freshservice.Software.category	Unknown	Software application category.

Command example

!freshservice-software-list

Context Example

{

"Freshservice": {

"Software": [

{

"additional_data": {

"graph_data": null,

"last_sync_date": null,

"overview": null

},

"application_type": "saas",

"category": null,

"created_at": "2022-12-25T08:38:12Z",

"description": null,

"id": 21000992114,

"installation_count": 0,

"managed_by_id": 21001397563,

"name": "Freshservice",

"notes": null,

"publisher_id": 21000275403,

"sources": [],

"status": "managed",

"updated_at": "2022-12-25T08:38:12Z",

"user_count": 1,

"workspace_id": 2

},

{

"additional_data": {

"graph_data": null,

"last_sync_date": null,

"overview": null

},

"application_type": "desktop",

"category": null,

"created_at": "2022-12-25T08:38:12Z",

"description": null,

"id": 21000992115,

"installation_count": 1,

"managed_by_id": 21001397563,

"name": "Microsoft Office 365",

"notes": null,

"publisher_id": 21000275404,

"sources": [],

"status": "managed",

"updated_at": "2022-12-25T08:38:12Z",

"user_count": 1,

"workspace_id": 2

}

]

}

}

Human Readable Output

Software

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Id	Name	Description	Application Type	Status	Created At	Updated At	Managed By Id	Publisher Id	Workspace Id	User Count	Category	Installation Count
21000992114	Freshservice		saas	managed	2022-12-25T08:38:12Z	2022-12-25T08:38:12Z	21001397563	21000275403	2	1		0
21000992115	Microsoft Office 365		desktop	managed	2022-12-25T08:38:12Z	2022-12-25T08:38:12Z	21001397563	21000275404	2	1		1

freshservice-asset-list

---

Lists all the assets (or specific by ID) in the Freshservice account. You can specify 'query' argument or any filter arguments, not both. When providing multiple filter arguments the connection between them will be "AND".

Base Command

freshservice-asset-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
asset_id	Asset ID.	Optional
asset_type_id	ID of the asset type.	Optional
department_id	ID of the department to which the asset belongs. Use freshservice-department-list to get the agent ID.	Optional
location_id	ID of the location.	Optional
asset_state	Status of the asset. Possible values are: IN USE, IN STOCK.	Optional
user_id	ID of the user to whom the asset is assigned (use freshservice-agent-list to get the agent ID).	Optional
agent_id	ID of the agent by whom the asset is managed. Use freshservice-agent-list to get the agent ID.	Optional
name	Display name of the asset.	Optional
asset_tag	Tag that is assigned to the asset.	Optional
created_at	Date when the asset is created (for example YYYY-MM-DDThh:mm).	Optional
updated_at	Date when the asset is updated (for example YYYY-MM-DDThh:mm).	Optional
serial_number	Serial number of the asset.	Optional
query	Query to fetch assets. Use query or other filter arguments, not both. For example "asset_state:'IN STOCK' AND created_at:>'2018-08-10'" (Logical operators AND, OR along with parentheses () can be used to group conditions).	Optional

Context Output

Path	Type	Description
Freshservice.Asset.id	Date	Asset ID.
Freshservice.Asset.display_id	Number	Asset display ID.
Freshservice.Asset.name	String	Asset name.
Freshservice.Asset.description	Unknown	Asset description.
Freshservice.Asset.asset_type_id	Date	Asset type ID.
Freshservice.Asset.impact	String	Asset impact.
Freshservice.Asset.author_type	String	Asset author type.
Freshservice.Asset.usage_type	String	Asset usage type.
Freshservice.Asset.asset_tag	String	Asset tag.
Freshservice.Asset.user_id	Date	Asset user ID.
Freshservice.Asset.department_id	Unknown	Asset department ID.
Freshservice.Asset.location_id	Unknown	Asset location ID.
Freshservice.Asset.agent_id	Unknown	Asset agent ID.
Freshservice.Asset.group_id	Unknown	Asset group ID.
Freshservice.Asset.assigned_on	Unknown	Asset assigned_on.
Freshservice.Asset.created_at	Date	Asset creation time.
Freshservice.Asset.updated_at	Date	Asset updated at.
Freshservice.Asset.end_of_life	Date	Asset end of life.
Freshservice.Asset.workspace_id	Number	Asset workspace ID.

Command example

!freshservice-asset-list

Context Example

{

"Freshservice": {

"Asset": [

{

"agent_id": null,

"asset_tag": "ASSET-4",

"asset_type_id": 21002421495,

"assigned_on": "2023-01-19T11:08:00Z",

"author_type": "User",

"created_at": "2023-01-19T11:08:57Z",

"department_id": null,

"description": null,

"discovery_enabled": true,

"display_id": 4,

"end_of_life": null,

"group_id": null,

"id": 21001187595,

"impact": "low",

"location_id": null,

"name": "monitor",

"updated_at": "2023-01-19T11:08:57Z",

"usage_type": "permanent",

"user_id": 21001397559,

"workspace_id": 2

},

{

"agent_id": null,

"asset_tag": "ASSET-3",

"asset_type_id": 21002421487,

"assigned_on": null,

"author_type": "User",

"created_at": "2022-12-25T08:38:11Z",

"department_id": null,

"description": null,

"discovery_enabled": true,

"display_id": 3,

"end_of_life": "2026-12-25",

"group_id": null,

"id": 21001118375,

"impact": "low",

"location_id": null,

"name": "Logitech Mouse",

"updated_at": "2022-12-25T08:38:11Z",

"usage_type": "permanent",

"user_id": null,

"workspace_id": 2

},

{

"agent_id": null,

"asset_tag": "ASSET-2",

"asset_type_id": 21002421495,

"assigned_on": null,

"author_type": "User",

"created_at": "2022-12-25T08:38:11Z",

"department_id": null,

"description": null,

"discovery_enabled": true,

"display_id": 2,

"end_of_life": "2027-12-25",

"group_id": null,

"id": 21001118374,

"impact": "low",

"location_id": null,

"name": "Dell Monitor",

"updated_at": "2022-12-25T08:38:11Z",

"usage_type": "permanent",

"user_id": null,

"workspace_id": 2

},

{

"agent_id": null,

"asset_tag": "ASSET-1",

"asset_type_id": 21002421523,

"assigned_on": null,

"author_type": "User",

"created_at": "2022-12-25T08:38:11Z",

"department_id": null,

"description": null,

"discovery_enabled": true,

"display_id": 1,

"end_of_life": "2025-12-25",

"group_id": null,

"id": 21001118373,

"impact": "medium",

"location_id": null,

"name": "Andrea's Laptop",

"updated_at": "2022-12-25T08:38:11Z",

"usage_type": "permanent",

"user_id": 21001397563,

"workspace_id": 2

}

]

}

}

Human Readable Output

Asset

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Display Id	Name	Description	Asset Type Id	Impact	Author Type	Usage Type	Created At	Updated At	End Of Life
4	monitor		21002421495	low	User	permanent	2023-01-19T11:08:57Z	2023-01-19T11:08:57Z
3	Logitech Mouse		21002421487	low	User	permanent	2022-12-25T08:38:11Z	2022-12-25T08:38:11Z	2026-12-25
2	Dell Monitor		21002421495	low	User	permanent	2022-12-25T08:38:11Z	2022-12-25T08:38:11Z	2027-12-25
1	Andrea's Laptop		21002421523	medium	User	permanent	2022-12-25T08:38:11Z	2022-12-25T08:38:11Z	2025-12-25

freshservice-purchase-order-list

---

Lists all the purchase orders (or specific by ID) in a Freshservice account.

Base Command

freshservice-purchase-order-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
purchase_order_id	Purchase order ID.	Optional

Context Output

Path	Type	Description
Freshservice.PurchaseOrder.id	Number	Purchase order ID.
Freshservice.PurchaseOrder.name	String	Purchase order name.
Freshservice.PurchaseOrder.po_number	String	Purchase order number.
Freshservice.PurchaseOrder.total_cost	Number	Purchase order total cost.
Freshservice.PurchaseOrder.expected_delivery_date	Date	Purchase order expected delivery date.
Freshservice.PurchaseOrder.created_at	Date	Purchase order creation time.
Freshservice.PurchaseOrder.updated_at	Date	Purchase order updated at.
Freshservice.PurchaseOrder.vendor_id	Date	Purchase order vendor ID.
Freshservice.PurchaseOrder.department_id	Unknown	Purchase order department ID.
Freshservice.PurchaseOrder.created_by	Date	Purchase order created by.
Freshservice.PurchaseOrder.status	Number	Purchase order status.
Freshservice.PurchaseOrder.workspace_id	Number	Purchase order workspace ID.

Command example

!freshservice-purchase-order-list

Context Example

{

"Freshservice": {

"PurchaseOrder": [

{

"created_at": "2023-03-02T14:12:39Z",

"created_by": 21001397559,

"department_id": null,

"expected_delivery_date": null,

"id": 3,

"name": "TeetForBen",

"po_number": "PO-2",

"status": "Open",

"total_cost": 500,

"updated_at": "2023-03-02T14:12:39Z",

"vendor_id": 21000275404,

"workspace_id": 2

},

{

"created_at": "2022-12-25T08:38:11Z",

"created_by": 21001397559,

"department_id": null,

"expected_delivery_date": "2022-12-27T05:00:00Z",

"id": 1,

"name": "Purchase Order for Dell laptops",

"po_number": "PO-1",

"status": "Cancelled",

"total_cost": 11030,

"updated_at": "2023-03-02T14:34:48Z",

"vendor_id": 21000275401,

"workspace_id": 2

}

]

}

}

Human Readable Output

PurchaseOrder

Showing page 1. Current page size: 50.

Id	Name	Vendor Id	Po Number	Total Cost	Status	Created At	Updated At	Expected Delivery Date
3	TeetForBen	21000275404	PO-2	500.0	Open	2023-03-02T14:12:39Z	2023-03-02T14:12:39Z
1	Purchase Order for Dell laptops	21000275401	PO-1	11030.0	Cancelled	2022-12-25T08:38:11Z	2023-03-02T14:34:48Z	2022-12-27T05:00:00Z

freshservice-agent-group-list

---

Lists all the agent groups (or specific by ID) in a Freshservice account.

Base Command

freshservice-agent-group-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
agent_group_id	Agent group ID.	Optional

Context Output

Path	Type	Description
Freshservice.AgentGroup.id	Number	Agent groupr ID.
Freshservice.AgentGroup.name	String	Agent group name.
Freshservice.AgentGroup.description	String	Agent group description.
Freshservice.AgentGroup.auto_ticket_assign	String	Agent group auto ticket assign.
Freshservice.AgentGroup.workspace_id	Number	Agent group workspace ID.
Freshservice.AgentGroup.created_at	Date	Agent group creation time.
Freshservice.AgentGroup.updated_at	Date	Agent group updated at.
Freshservice.AgentGroup.agent_ids	String	Agent group agent IDs.
Freshservice.AgentGroup.members	String	Agent group members.
Freshservice.AgentGroup.observers	String	Agent group observers.
Freshservice.AgentGroup.unassigned_for	String	Agent group unassigned for.

Command example

!freshservice-agent-group-list

Context Example

{

"Freshservice": {

"AgentGroup": [

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:43:46Z",

"description": "Applications Management Team",

"escalate_to": null,

"id": 21000478062,

"members": [],

"name": "General - Applications Management Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:43:46Z",

"workspace_id": 3

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:43:46Z",

"description": "Equipment Management Team",

"escalate_to": null,

"id": 21000478061,

"members": [],

"name": "General - Equipment Management Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:43:46Z",

"workspace_id": 3

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:43:46Z",

"description": "Request Management Team",

"escalate_to": null,

"id": 21000478063,

"members": [],

"name": "General - Request Management Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:43:46Z",

"workspace_id": 3

},

{

"agent_ids": [

21001397559

],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Capacity Management Team",

"escalate_to": null,

"id": 21000478053,

"members": [

21001397559

],

"name": "IT - Capacity Management Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": "15m",

"updated_at": "2023-02-26T15:40:54Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Change Management Team",

"escalate_to": null,

"id": 21000478049,

"members": [],

"name": "IT - Change Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Database Management Team",

"escalate_to": null,

"id": 21000478051,

"members": [],

"name": "IT - Database Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Hardware Management Team",

"escalate_to": null,

"id": 21000478052,

"members": [],

"name": "IT - Hardware Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Helpdesk Monitoring Team",

"escalate_to": null,

"id": 21000478058,

"members": [],

"name": "IT - Helpdesk Monitoring Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Incident Management Team",

"escalate_to": null,

"id": 21000478045,

"members": [],

"name": "IT - Incident Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Major Incident Management Team",

"escalate_to": null,

"id": 21000478046,

"members": [],

"name": "IT - Major Incident Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Network Team",

"escalate_to": null,

"id": 21000478057,

"members": [],

"name": "IT - Network Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Problem Management Team",

"escalate_to": null,

"id": 21000478048,

"members": [],

"name": "IT - Problem Management Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Release Management Team",

"escalate_to": null,

"id": 21000478050,

"members": [],

"name": "IT - Release Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Service Design Team",

"escalate_to": null,

"id": 21000478055,

"members": [],

"name": "IT - Service Design Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Service Request Fulfillment Team",

"escalate_to": null,

"id": 21000478047,

"members": [],

"name": "IT - Service Request Fulfillment Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Software Team",

"escalate_to": null,

"id": 21000478056,

"members": [],

"name": "IT - Software Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

},

{

"agent_ids": [],

"auto_ticket_assign": false,

"business_hours_id": null,

"created_at": "2022-12-25T08:37:30Z",

"description": "Supplier Management Team",

"escalate_to": null,

"id": 21000478054,

"members": [],

"name": "IT - Supplier Management Team",

"observers": [],

"ocs_schedule_id": null,

"unassigned_for": null,

"updated_at": "2022-12-25T08:37:30Z",

"workspace_id": 2

}

]

}

}

Human Readable Output

AgentGroup

Showing page 1. Current page size: 50.

Id	Name	Description	Members	Observers	Agent Ids	Created At	Updated At	Auto Ticket Assign
21000478062	General - Applications Management Team	Applications Management Team				2022-12-25T08:43:46Z	2022-12-25T08:43:46Z	false
21000478061	General - Equipment Management Team	Equipment Management Team				2022-12-25T08:43:46Z	2022-12-25T08:43:46Z	false
21000478063	General - Request Management Team	Request Management Team				2022-12-25T08:43:46Z	2022-12-25T08:43:46Z	false
21000478053	IT - Capacity Management Team	Capacity Management Team	21001397559		21001397559	2022-12-25T08:37:30Z	2023-02-26T15:40:54Z	false
21000478049	IT - Change Team	Change Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478051	IT - Database Team	Database Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478052	IT - Hardware Team	Hardware Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478058	IT - Helpdesk Monitoring Team	Helpdesk Monitoring Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478045	IT - Incident Team	Incident Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478046	IT - Major Incident Team	Major Incident Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478057	IT - Network Team	Network Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478048	IT - Problem Management Team	Problem Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478050	IT - Release Team	Release Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478055	IT - Service Design Team	Service Design Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478047	IT - Service Request Fulfillment Team	Service Request Fulfillment Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478056	IT - Software Team	Software Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false
21000478054	IT - Supplier Management Team	Supplier Management Team				2022-12-25T08:37:30Z	2022-12-25T08:37:30Z	false

freshservice-department-list

---

Lists all the departments (or specific by ID) in a Freshservice account.

Base Command

freshservice-department-list

Input

Argument Name	Description	Required
page	Page number of paginated results. Minimum value: 1.	Optional
page_size	The number of items per page.	Optional
limit	The maximum number of records to retrieve. Default is 50.	Optional
department_id	Department ID.	Optional
name	Name of the department.	Optional

Context Output

Path	Type	Description
Freshservice.Department.id	Number	Department ID.
Freshservice.Department.name	String	Department name.
Freshservice.Department.description	String	Department description.
Freshservice.Department.custom_fields	String	Department custom fields.
Freshservice.Department.domains	String	Department domains.
Freshservice.Department.created_at	Date	Department creation time.
Freshservice.Department.updated_at	Date	Department updated at.
Freshservice.Department.prime_user_id	Number	Department prime user ID.
Freshservice.Department.head_user_id	Number	Department head user ID.

Command example

!freshservice-department-list

Context Example

{

"Freshservice": {

"Department": [

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "Support Team",

"domains": [],

"head_user_id": null,

"id": 21000263162,

"name": "Customer Support",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"created_at": "2023-02-08T09:59:16Z",

"custom_fields": {},

"description": "Beast, Being and Spirit Divisions, and Pest Advisory Bureau.",

"domains": [

"creatures.ministryofmagic.gov"

],

"head_user_id": null,

"id": 21000315199,

"name": "Department for the Regulation and Control of Magical Creatures",

"prime_user_id": null,

"updated_at": "2023-02-08T09:59:16Z"

},

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "Development Team",

"domains": [],

"head_user_id": null,

"id": 21000263160,

"name": "Development",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "Finance Team",

"domains": [],

"head_user_id": null,

"id": 21000263163,

"name": "Finance",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "HR Team",

"domains": [],

"head_user_id": null,

"id": 21000263164,

"name": "HR",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "IT Service Team",

"domains": [],

"head_user_id": null,

"id": 21000263166,

"name": "IT",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "Operations Team",

"domains": [],

"head_user_id": null,

"id": 21000263165,

"name": "Operations",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

},

{

"created_at": "2022-12-25T08:37:58Z",

"custom_fields": {},

"description": "Sales Team",

"domains": [],

"head_user_id": null,

"id": 21000263161,

"name": "Sales",

"prime_user_id": null,

"updated_at": "2022-12-25T08:37:58Z"

}

]

}

}

Human Readable Output

Department

Showing page 1. Current page size: 50.

Id	Name	Description	Domains	Created At	Updated At
21000263162	Customer Support	Support Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000315199	Department for the Regulation and Control of Magical Creatures	Beast, Being and Spirit Divisions, and Pest Advisory Bureau.	creatures.ministryofmagic.gov	2023-02-08T09:59:16Z	2023-02-08T09:59:16Z
21000263160	Development	Development Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000263163	Finance	Finance Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000263164	HR	HR Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000263166	IT	IT Service Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000263165	Operations	Operations Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z
21000263161	Sales	Sales Team		2022-12-25T08:37:58Z	2022-12-25T08:37:58Z

freshservice-requester-field-list

---

Lists all the Requester fields in a Freshservice account.

Base Command

freshservice-requester-field-list

Input

Argument Name	Description	Required

Context Output

Path	Type	Description
Freshservice.RequesterField.id	Number	Requester fields ID.
Freshservice.RequesterField.name	String	Requester fields name.
Freshservice.RequesterField.label	String	Requester fields label.
Freshservice.RequesterField.position	Number	Requester fields position.
Freshservice.RequesterField.type	String	Requester fields type.
Freshservice.RequesterField.created_at	Date	Requester fields creation time.
Freshservice.RequesterField.updated_at	Date	Requester fields updated at.
Freshservice.RequesterField.label_for_requesters	String	Requester field label for.
Freshservice.RequesterField.choices	String	Requester fields choices.

Command example

!freshservice-requester-field-list

Context Example

{

"Freshservice": {

"RequesterField": [

{

"created_at": "2022-12-25T08:37:27Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": true,

"id": 21000497683,

"label": "First Name",

"label_for_requesters": "First Name",

"name": "first_name",

"position": 1,

"requesters_can_edit": true,

"required_for_agents": true,

"required_for_requesters": true,

"type": "default_first_name",

"updated_at": "2022-12-25T08:37:27Z"

},

{

"created_at": "2022-12-25T08:37:27Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": true,

"id": 21000497684,

"label": "Last Name",

"label_for_requesters": "Last Name",

"name": "last_name",

"position": 2,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_last_name",

"updated_at": "2022-12-25T08:37:27Z"

},

{

"created_at": "2022-12-25T08:37:27Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497685,

"label": "Title",

"label_for_requesters": "Title",

"name": "job_title",

"position": 3,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_job_title",

"updated_at": "2022-12-25T08:37:27Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": true,

"id": 21000497686,

"label": "Email",

"label_for_requesters": "Email",

"name": "email",

"position": 4,

"requesters_can_edit": false,

"required_for_agents": true,

"required_for_requesters": true,

"type": "default_email",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497687,

"label": "Work Phone",

"label_for_requesters": "Work Phone",

"name": "phone",

"position": 5,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_phone",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497688,

"label": "Mobile Phone",

"label_for_requesters": "Mobile Phone",

"name": "mobile",

"position": 6,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_mobile",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": false,

"editable_in_signup": false,

"id": 21000497689,

"label": "Department",

"label_for_requesters": "Department",

"name": "department",

"position": 7,

"requesters_can_edit": false,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_department",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": false,

"editable_in_signup": false,

"id": 21000497690,

"label": "Can see all tickets from this department",

"label_for_requesters": "Can see all tickets from this department",

"name": "department_head",

"position": 8,

"requesters_can_edit": false,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_department_head",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": false,

"editable_in_signup": false,

"id": 21000497691,

"label": "Reporting Manager",

"label_for_requesters": "Reporting Manager",

"name": "reporting_manager",

"position": 9,

"requesters_can_edit": false,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_reporting_manager",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": false,

"editable_in_signup": false,

"id": 21000497692,

"label": "Address",

"label_for_requesters": "Address",

"name": "address",

"position": 10,

"requesters_can_edit": false,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_address",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"choices": {

"Abu Dhabi": "(GMT+04:00) Abu Dhabi",

"Adelaide": "(GMT+09:30) Adelaide",

"Alaska": "(GMT-09:00) Alaska",

"Almaty": "(GMT+06:00) Almaty",

"American Samoa": "(GMT-11:00) American Samoa",

"Amsterdam": "(GMT+01:00) Amsterdam",

"Arizona": "(GMT-07:00) Arizona",

"Astana": "(GMT+06:00) Astana",

"Athens": "(GMT+02:00) Athens",

"Atlantic Time (Canada)": "(GMT-04:00) Atlantic Time (Canada)",

"Auckland": "(GMT+12:00) Auckland",

"Azores": "(GMT-01:00) Azores",

"Baghdad": "(GMT+03:00) Baghdad",

"Baku": "(GMT+04:00) Baku",

"Bangkok": "(GMT+07:00) Bangkok",

"Beijing": "(GMT+08:00) Beijing",

"Belgrade": "(GMT+01:00) Belgrade",

"Berlin": "(GMT+01:00) Berlin",

"Bern": "(GMT+01:00) Bern",

"Bogota": "(GMT-05:00) Bogota",

"Brasilia": "(GMT-03:00) Brasilia",

"Bratislava": "(GMT+01:00) Bratislava",

"Brisbane": "(GMT+10:00) Brisbane",

"Brussels": "(GMT+01:00) Brussels",

"Bucharest": "(GMT+02:00) Bucharest",

"Budapest": "(GMT+01:00) Budapest",

"Buenos Aires": "(GMT-03:00) Buenos Aires",

"Cairo": "(GMT+02:00) Cairo",

"Canberra": "(GMT+10:00) Canberra",

"Cape Verde Is.": "(GMT-01:00) Cape Verde Is.",

"Caracas": "(GMT-04:00) Caracas",

"Casablanca": "(GMT+00:00) Casablanca",

"Central America": "(GMT-06:00) Central America",

"Central Time (US & Canada)": "(GMT-06:00) Central Time (US & Canada)",

"Chatham Is.": "(GMT+12:45) Chatham Is.",

"Chennai": "(GMT+05:30) Chennai",

"Chihuahua": "(GMT-06:00) Chihuahua",

"Chongqing": "(GMT+08:00) Chongqing",

"Copenhagen": "(GMT+01:00) Copenhagen",

"Darwin": "(GMT+09:30) Darwin",

"Dhaka": "(GMT+06:00) Dhaka",

"Dublin": "(GMT+00:00) Dublin",

"Eastern Time (US & Canada)": "(GMT-05:00) Eastern Time (US & Canada)",

"Edinburgh": "(GMT+00:00) Edinburgh",

"Ekaterinburg": "(GMT+05:00) Ekaterinburg",

"Fiji": "(GMT+12:00) Fiji",

"Georgetown": "(GMT-04:00) Georgetown",

"Greenland": "(GMT-02:00) Greenland",

"Guadalajara": "(GMT-06:00) Guadalajara",

"Guam": "(GMT+10:00) Guam",

"Hanoi": "(GMT+07:00) Hanoi",

"Harare": "(GMT+02:00) Harare",

"Hawaii": "(GMT-10:00) Hawaii",

"Helsinki": "(GMT+02:00) Helsinki",

"Hobart": "(GMT+10:00) Hobart",

"Hong Kong": "(GMT+08:00) Hong Kong",

"Indiana (East)": "(GMT-05:00) Indiana (East)",

"International Date Line West": "(GMT-12:00) International Date Line West",

"Irkutsk": "(GMT+08:00) Irkutsk",

"Islamabad": "(GMT+05:00) Islamabad",

"Istanbul": "(GMT+03:00) Istanbul",

"Jakarta": "(GMT+07:00) Jakarta",

"Jerusalem": "(GMT+02:00) Jerusalem",

"Kabul": "(GMT+04:30) Kabul",

"Kaliningrad": "(GMT+02:00) Kaliningrad",

"Kamchatka": "(GMT+12:00) Kamchatka",

"Karachi": "(GMT+05:00) Karachi",

"Kathmandu": "(GMT+05:45) Kathmandu",

"Kolkata": "(GMT+05:30) Kolkata",

"Krasnoyarsk": "(GMT+07:00) Krasnoyarsk",

"Kuala Lumpur": "(GMT+08:00) Kuala Lumpur",

"Kuwait": "(GMT+03:00) Kuwait",

"Kyiv": "(GMT+02:00) Kyiv",

"La Paz": "(GMT-04:00) La Paz",

"Lima": "(GMT-05:00) Lima",

"Lisbon": "(GMT+00:00) Lisbon",

"Ljubljana": "(GMT+01:00) Ljubljana",

"London": "(GMT+00:00) London",

"Madrid": "(GMT+01:00) Madrid",

"Magadan": "(GMT+11:00) Magadan",

"Marshall Is.": "(GMT+12:00) Marshall Is.",

"Mazatlan": "(GMT-07:00) Mazatlan",

"Melbourne": "(GMT+10:00) Melbourne",

"Mexico City": "(GMT-06:00) Mexico City",

"Mid-Atlantic": "(GMT-02:00) Mid-Atlantic",

"Midway Island": "(GMT-11:00) Midway Island",

"Minsk": "(GMT+03:00) Minsk",

"Monrovia": "(GMT+00:00) Monrovia",

"Monterrey": "(GMT-06:00) Monterrey",

"Montevideo": "(GMT-03:00) Montevideo",

"Moscow": "(GMT+03:00) Moscow",

"Mountain Time (US & Canada)": "(GMT-07:00) Mountain Time (US & Canada)",

"Mumbai": "(GMT+05:30) Mumbai",

"Muscat": "(GMT+04:00) Muscat",

"Nairobi": "(GMT+03:00) Nairobi",

"New Caledonia": "(GMT+11:00) New Caledonia",

"New Delhi": "(GMT+05:30) New Delhi",

"Newfoundland": "(GMT-03:30) Newfoundland",

"Novosibirsk": "(GMT+07:00) Novosibirsk",

"Nuku'alofa": "(GMT+13:00) Nuku'alofa",

"Osaka": "(GMT+09:00) Osaka",

"Pacific Time (US & Canada)": "(GMT-08:00) Pacific Time (US & Canada)",

"Paris": "(GMT+01:00) Paris",

"Perth": "(GMT+08:00) Perth",

"Port Moresby": "(GMT+10:00) Port Moresby",

"Prague": "(GMT+01:00) Prague",

"Pretoria": "(GMT+02:00) Pretoria",

"Puerto Rico": "(GMT-04:00) Puerto Rico",

"Quito": "(GMT-05:00) Quito",

"Rangoon": "(GMT+06:30) Rangoon",

"Riga": "(GMT+02:00) Riga",

"Riyadh": "(GMT+03:00) Riyadh",

"Rome": "(GMT+01:00) Rome",

"Samara": "(GMT+04:00) Samara",

"Samoa": "(GMT+13:00) Samoa",

"Santiago": "(GMT-04:00) Santiago",

"Sapporo": "(GMT+09:00) Sapporo",

"Sarajevo": "(GMT+01:00) Sarajevo",

"Saskatchewan": "(GMT-06:00) Saskatchewan",

"Seoul": "(GMT+09:00) Seoul",

"Singapore": "(GMT+08:00) Singapore",

"Skopje": "(GMT+01:00) Skopje",

"Sofia": "(GMT+02:00) Sofia",

"Solomon Is.": "(GMT+11:00) Solomon Is.",

"Srednekolymsk": "(GMT+11:00) Srednekolymsk",

"Sri Jayawardenepura": "(GMT+05:30) Sri Jayawardenepura",

"St. Petersburg": "(GMT+03:00) St. Petersburg",

"Stockholm": "(GMT+01:00) Stockholm",

"Sydney": "(GMT+10:00) Sydney",

"Taipei": "(GMT+08:00) Taipei",

"Tallinn": "(GMT+02:00) Tallinn",

"Tashkent": "(GMT+05:00) Tashkent",

"Tbilisi": "(GMT+04:00) Tbilisi",

"Tehran": "(GMT+03:30) Tehran",

"Tijuana": "(GMT-08:00) Tijuana",

"Tokelau Is.": "(GMT+13:00) Tokelau Is.",

"Tokyo": "(GMT+09:00) Tokyo",

"UTC": "(GMT+00:00) UTC",

"Ulaanbaatar": "(GMT+08:00) Ulaanbaatar",

"Urumqi": "(GMT+06:00) Urumqi",

"Vienna": "(GMT+01:00) Vienna",

"Vilnius": "(GMT+02:00) Vilnius",

"Vladivostok": "(GMT+10:00) Vladivostok",

"Volgograd": "(GMT+03:00) Volgograd",

"Warsaw": "(GMT+01:00) Warsaw",

"Wellington": "(GMT+12:00) Wellington",

"West Central Africa": "(GMT+01:00) West Central Africa",

"Yakutsk": "(GMT+09:00) Yakutsk",

"Yerevan": "(GMT+04:00) Yerevan",

"Zagreb": "(GMT+01:00) Zagreb",

"Zurich": "(GMT+01:00) Zurich"

},

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497693,

"label": "Time Zone",

"label_for_requesters": "Time Zone",

"name": "time_zone",

"position": 11,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_time_zone",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"choices": [],

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497694,

"label": "Time Format",

"label_for_requesters": "Time Format",

"name": "time_format",

"position": 12,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_time_format",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"choices": {

"ar": "Arabic",

"ca": "Catalan",

"cs": "Czech",

"cy-GB": "Welsh",

"da": "Danish",

"de": "German",

"en": "English",

"es": "Spanish",

"es-LA": "Spanish (Latin America)",

"et": "Estonian",

"fi": "Finnish",

"fr": "French",

"he": "Hebrew",

"hr": "Croatian",

"hu": "Hungarian",

"id": "Indonesian",

"it": "Italian",

"ja-JP": "Japanese",

"ko": "Korean",

"lv-LV": "Latvian",

"nb-NO": "Norwegian",

"nl": "Dutch",

"pl": "Polish",

"pt-BR": "Portuguese (BR)",

"pt-PT": "Portuguese/Portugal",

"ro": "Romanian",

"ru-RU": "Russian",

"sk": "Slovak",

"sl": "Slovenian",

"sv-SE": "Swedish",

"th": "Thai",

"tr": "Turkish",

"uk": "Ukrainian",

"vi": "Vietnamese",

"zh-CN": "Chinese",

"zh-TW": "Traditional Chinese"

},

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497695,

"label": "Language",

"label_for_requesters": "Language",

"name": "language",

"position": 13,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_language",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": false,

"editable_in_signup": false,

"id": 21000497696,

"label": "Mark as VIP",

"label_for_requesters": "Mark as VIP",

"name": "vip_user",

"position": 14,

"requesters_can_edit": false,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_vip_user",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"choices": [],

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": true,

"editable_in_signup": false,

"id": 21000497697,

"label": "Location",

"label_for_requesters": "Location",

"name": "location_id",

"position": 15,

"requesters_can_edit": true,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_location_id",

"updated_at": "2022-12-25T08:37:28Z"

},

{

"created_at": "2022-12-25T08:37:28Z",

"default": true,

"displayed_for_requesters": false,

"editable_in_signup": false,

"id": 21000497698,

"label": "Background Information",

"label_for_requesters": "Background Information",

"name": "description",

"position": 16,

"requesters_can_edit": false,

"required_for_agents": false,

"required_for_requesters": false,

"type": "default_description",

"updated_at": "2022-12-25T08:37:28Z"

}

]

}

}

Human Readable Output

RequesterField

Showing page 1. Current page size: None.

Id	Name	Label	Position	Type	Label For Requesters	Choices	Created At	Updated At
21000497683	first_name	First Name	1	default_first_name	First Name		2022-12-25T08:37:27Z	2022-12-25T08:37:27Z
21000497684	last_name	Last Name	2	default_last_name	Last Name		2022-12-25T08:37:27Z	2022-12-25T08:37:27Z
21000497685	job_title	Title	3	default_job_title	Title		2022-12-25T08:37:27Z	2022-12-25T08:37:27Z
21000497686	email	Email	4	default_email	Email		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497687	phone	Work Phone	5	default_phone	Work Phone		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497688	mobile	Mobile Phone	6	default_mobile	Mobile Phone		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497689	department	Department	7	default_department	Department		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497690	department_head	Can see all tickets from this department	8	default_department_head	Can see all tickets from this department		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497691	reporting_manager	Reporting Manager	9	default_reporting_manager	Reporting Manager		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497692	address	Address	10	default_address	Address		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497693	time_zone	Time Zone	11	default_time_zone	Time Zone	International Date Line West: (GMT-12:00) International Date Line West American Samoa: (GMT-11:00) American Samoa Midway Island: (GMT-11:00) Midway Island Hawaii: (GMT-10:00) Hawaii Alaska: (GMT-09:00) Alaska Pacific Time (US & Canada): (GMT-08:00) Pacific Time (US & Canada) Tijuana: (GMT-08:00) Tijuana Arizona: (GMT-07:00) Arizona Mazatlan: (GMT-07:00) Mazatlan Mountain Time (US & Canada): (GMT-07:00) Mountain Time (US & Canada) Central America: (GMT-06:00) Central America Central Time (US & Canada): (GMT-06:00) Central Time (US & Canada) Chihuahua: (GMT-06:00) Chihuahua Guadalajara: (GMT-06:00) Guadalajara Mexico City: (GMT-06:00) Mexico City Monterrey: (GMT-06:00) Monterrey Saskatchewan: (GMT-06:00) Saskatchewan Bogota: (GMT-05:00) Bogota Eastern Time (US & Canada): (GMT-05:00) Eastern Time (US & Canada) Indiana (East): (GMT-05:00) Indiana (East) Lima: (GMT-05:00) Lima Quito: (GMT-05:00) Quito Atlantic Time (Canada): (GMT-04:00) Atlantic Time (Canada) Caracas: (GMT-04:00) Caracas Georgetown: (GMT-04:00) Georgetown La Paz: (GMT-04:00) La Paz Puerto Rico: (GMT-04:00) Puerto Rico Santiago: (GMT-04:00) Santiago Newfoundland: (GMT-03:30) Newfoundland Brasilia: (GMT-03:00) Brasilia Buenos Aires: (GMT-03:00) Buenos Aires Montevideo: (GMT-03:00) Montevideo Greenland: (GMT-02:00) Greenland Mid-Atlantic: (GMT-02:00) Mid-Atlantic Azores: (GMT-01:00) Azores Cape Verde Is.: (GMT-01:00) Cape Verde Is. Casablanca: (GMT+00:00) Casablanca Dublin: (GMT+00:00) Dublin Edinburgh: (GMT+00:00) Edinburgh Lisbon: (GMT+00:00) Lisbon London: (GMT+00:00) London Monrovia: (GMT+00:00) Monrovia UTC: (GMT+00:00) UTC Amsterdam: (GMT+01:00) Amsterdam Belgrade: (GMT+01:00) Belgrade Berlin: (GMT+01:00) Berlin Bern: (GMT+01:00) Bern Bratislava: (GMT+01:00) Bratislava Brussels: (GMT+01:00) Brussels Budapest: (GMT+01:00) Budapest Copenhagen: (GMT+01:00) Copenhagen Ljubljana: (GMT+01:00) Ljubljana Madrid: (GMT+01:00) Madrid Paris: (GMT+01:00) Paris Prague: (GMT+01:00) Prague Rome: (GMT+01:00) Rome Sarajevo: (GMT+01:00) Sarajevo Skopje: (GMT+01:00) Skopje Stockholm: (GMT+01:00) Stockholm Vienna: (GMT+01:00) Vienna Warsaw: (GMT+01:00) Warsaw West Central Africa: (GMT+01:00) West Central Africa Zagreb: (GMT+01:00) Zagreb Zurich: (GMT+01:00) Zurich Athens: (GMT+02:00) Athens Bucharest: (GMT+02:00) Bucharest Cairo: (GMT+02:00) Cairo Harare: (GMT+02:00) Harare Helsinki: (GMT+02:00) Helsinki Jerusalem: (GMT+02:00) Jerusalem Kaliningrad: (GMT+02:00) Kaliningrad Kyiv: (GMT+02:00) Kyiv Pretoria: (GMT+02:00) Pretoria Riga: (GMT+02:00) Riga Sofia: (GMT+02:00) Sofia Tallinn: (GMT+02:00) Tallinn Vilnius: (GMT+02:00) Vilnius Baghdad: (GMT+03:00) Baghdad Istanbul: (GMT+03:00) Istanbul Kuwait: (GMT+03:00) Kuwait Minsk: (GMT+03:00) Minsk Moscow: (GMT+03:00) Moscow Nairobi: (GMT+03:00) Nairobi Riyadh: (GMT+03:00) Riyadh St. Petersburg: (GMT+03:00) St. Petersburg Volgograd: (GMT+03:00) Volgograd Tehran: (GMT+03:30) Tehran Abu Dhabi: (GMT+04:00) Abu Dhabi Baku: (GMT+04:00) Baku Muscat: (GMT+04:00) Muscat Samara: (GMT+04:00) Samara Tbilisi: (GMT+04:00) Tbilisi Yerevan: (GMT+04:00) Yerevan Kabul: (GMT+04:30) Kabul Ekaterinburg: (GMT+05:00) Ekaterinburg Islamabad: (GMT+05:00) Islamabad Karachi: (GMT+05:00) Karachi Tashkent: (GMT+05:00) Tashkent Chennai: (GMT+05:30) Chennai Kolkata: (GMT+05:30) Kolkata Mumbai: (GMT+05:30) Mumbai New Delhi: (GMT+05:30) New Delhi Sri Jayawardenepura: (GMT+05:30) Sri Jayawardenepura Kathmandu: (GMT+05:45) Kathmandu Almaty: (GMT+06:00) Almaty Astana: (GMT+06:00) Astana Dhaka: (GMT+06:00) Dhaka Urumqi: (GMT+06:00) Urumqi Rangoon: (GMT+06:30) Rangoon Bangkok: (GMT+07:00) Bangkok Hanoi: (GMT+07:00) Hanoi Jakarta: (GMT+07:00) Jakarta Krasnoyarsk: (GMT+07:00) Krasnoyarsk Novosibirsk: (GMT+07:00) Novosibirsk Beijing: (GMT+08:00) Beijing Chongqing: (GMT+08:00) Chongqing Hong Kong: (GMT+08:00) Hong Kong Irkutsk: (GMT+08:00) Irkutsk Kuala Lumpur: (GMT+08:00) Kuala Lumpur Perth: (GMT+08:00) Perth Singapore: (GMT+08:00) Singapore Taipei: (GMT+08:00) Taipei Ulaanbaatar: (GMT+08:00) Ulaanbaatar Osaka: (GMT+09:00) Osaka Sapporo: (GMT+09:00) Sapporo Seoul: (GMT+09:00) Seoul Tokyo: (GMT+09:00) Tokyo Yakutsk: (GMT+09:00) Yakutsk Adelaide: (GMT+09:30) Adelaide Darwin: (GMT+09:30) Darwin Brisbane: (GMT+10:00) Brisbane Canberra: (GMT+10:00) Canberra Guam: (GMT+10:00) Guam Hobart: (GMT+10:00) Hobart Melbourne: (GMT+10:00) Melbourne Port Moresby: (GMT+10:00) Port Moresby Sydney: (GMT+10:00) Sydney Vladivostok: (GMT+10:00) Vladivostok Magadan: (GMT+11:00) Magadan New Caledonia: (GMT+11:00) New Caledonia Solomon Is.: (GMT+11:00) Solomon Is. Srednekolymsk: (GMT+11:00) Srednekolymsk Auckland: (GMT+12:00) Auckland Fiji: (GMT+12:00) Fiji Kamchatka: (GMT+12:00) Kamchatka Marshall Is.: (GMT+12:00) Marshall Is. Wellington: (GMT+12:00) Wellington Chatham Is.: (GMT+12:45) Chatham Is. Nuku'alofa: (GMT+13:00) Nuku'alofa Samoa: (GMT+13:00) Samoa Tokelau Is.: (GMT+13:00) Tokelau Is.	2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497694	time_format	Time Format	12	default_time_format	Time Format		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497695	language	Language	13	default_language	Language	ar: Arabic ca: Catalan zh-CN: Chinese hr: Croatian cs: Czech da: Danish nl: Dutch en: English et: Estonian fi: Finnish fr: French de: German he: Hebrew hu: Hungarian id: Indonesian it: Italian ja-JP: Japanese ko: Korean lv-LV: Latvian nb-NO: Norwegian pl: Polish pt-BR: Portuguese (BR) pt-PT: Portuguese/Portugal ro: Romanian ru-RU: Russian sk: Slovak sl: Slovenian es: Spanish es-LA: Spanish (Latin America) sv-SE: Swedish th: Thai zh-TW: Traditional Chinese tr: Turkish uk: Ukrainian vi: Vietnamese cy-GB: Welsh	2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497696	vip_user	Mark as VIP	14	default_vip_user	Mark as VIP		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497697	location_id	Location	15	default_location_id	Location		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z
21000497698	description	Background Information	16	default_description	Background Information		2022-12-25T08:37:28Z	2022-12-25T08:37:28Z

get-mapping-fields

---

Returns the list of fields for an incident type.

Base Command

get-mapping-fields

Input

Argument Name	Description	Required

Context Output

There is no context output for this command.

get-remote-data

---

Gets remote data from a remote incident. This method does not update the current incident, and should be used for debugging purposes.

Base Command

get-remote-data

Input

Argument Name	Description	Required
id	The ticket ID.	Required
lastUpdate	Retrieves entries that were created after lastUpdate.	Required

Context Output

There is no context output for this command.

get-modified-remote-data

---

Gets the list of incidents that were modified since the last update time. Note that this method is here for debugging purposes. The get-modified-remote-data command is used as part of a Mirroring feature, which is available in Cortex XSOAR from version 6.1.

Base Command

get-modified-remote-data

Input

Argument Name	Description	Required
lastUpdate	A date string in local time representing the last time the incident was updated. The incident is only returned if it was modified after the last update time.	Optional

Context Output

There is no context output for this command.

Incident Mirroring

You can enable incident mirroring between Cortex XSOAR incidents and Freshworks Freshservice corresponding events (available from Cortex XSOAR version 6.0.0). To set up the mirroring:

1. Enable Fetching incidents in your instance configuration.

2. In the Mirroring Direction integration parameter, select in which direction the incidents should be mirrored:

   Option	Description
   None	Turns off incident mirroring.
   Incoming	Any changes in Freshworks Freshservice events (mirroring incoming fields) will be reflected in Cortex XSOAR incidents.
   Outgoing	Any changes in Cortex XSOAR incidents will be reflected in Freshworks Freshservice events (outgoing mirrored fields).
   Incoming And Outgoing	Changes in Cortex XSOAR incidents and Freshworks Freshservice events will be reflected in both directions.

3. Optional: Check the Close Mirrored XSOAR Incident integration parameter to close the Cortex XSOAR incident when the corresponding event is closed in Freshworks Freshservice.

Newly fetched incidents will be mirrored in the chosen direction. However, this selection does not affect existing incidents. Important Note: To ensure the mirroring works as expected, mappers are required, both for incoming and outgoing, to map the expected fields in Cortex XSOAR and Freshworks Freshservice.