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		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 50. The maximum 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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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,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

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

"cc_emails": [],

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

"from_email": null,

"id": 21010429825,

"incoming": false,

"private": false,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

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

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

"id": 21010429779,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "body",

"cc_emails": [],

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

"from_email": null,

"id": 21009603625,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "body",

"cc_emails": [],

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

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

"id": 21009603624,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

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

"cc_emails": [],

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

"from_email": null,

"id": 21009603527,

"incoming": false,

"private": false,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T11:41:56Z",

"from_email": null,

"id": 21009603526,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-03-26T11:41:56Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "body",

"cc_emails": [],

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

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

"id": 21009603524,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T10:24:07Z",

"from_email": null,

"id": 21009603185,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-03-26T10:24:07Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "body",

"cc_emails": [],

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

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

"id": 21009603181,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T10:09:15Z",

"from_email": null,

"id": 21009603141,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-03-26T10:09:15Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T10:09:08Z",

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

"id": 21009603140,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-26T10:09:08Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "body",

"cc_emails": [],

"created_at": "2023-03-26T09:57:19Z",

"from_email": null,

"id": 21009603114,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

"updated_at": "2023-03-26T09:57:19Z",

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "body",

"cc_emails": [],

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

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

"id": 21009603113,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "Hey",

"cc_emails": [],

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

"from_email": null,

"id": 21008417267,

"incoming": true,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

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

"cc_emails": [],

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

"from_email": null,

"id": 21008417266,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

"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,

"incoming": false,

"private": false,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

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

"body_text": "Hey",

"cc_emails": [],

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

"from_email": null,

"id": 21008417220,

"incoming": false,

"private": true,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": null,

"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,

"incoming": false,

"private": false,

"source": 2,

"support_email": null,

"ticket_id": 6,

"to_emails": [],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "try to upload file",

"cc_emails": [],

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

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

"id": 21008417060,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"user_id": 21001397559

},

{

"attachments": [],

"bcc_emails": [],

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

"body_text": "try to upload file",

"cc_emails": [],

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

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

"id": 21008417031,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

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

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

"id": 21008417030,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"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": "2023-03-05T10:52:25Z",

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

"id": 21008417020,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:52:25Z",

"user_id": 21001397559

},

{

"attachments": [

{

"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126499/original/test.py?response-content-type=application/octet-stream&Expires=1681481755&Signature=ZmGXg~qrBrH-LHHWWvfnXgEDmIqgVNVkaAU1BGUwjGvG9mUVTqucIj120QknLsYNoQdBwDKY4~6mW-ZKr5xUpzcZe3Ng02SaaRJOOHwcGm88bMiY9cmEBeWRlZiV-ECCyyGy6fRn6XFYDhrjVjITPYMEFujZDpFC-pMxSn6jig5JVS7zLD9loKM04u9fQheEZDW-kBeFE0L~gjv1zpuAO-Cqc7MPlOA7ik6vgToITcvQeHLxslA1FjidIqTS5jJZ1K7YfNYzpJdmuczuxTJXrPZlOw39XoCIDoFUbsMgRVp0Q20Q-Cidv5V1IpFjdJSn5sY48iUcMQgwKyyJMeGvtQ__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",

"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126499",

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

"created_at": "2023-03-05T10:47:34Z",

"id": 21009126499,

"name": "test.py",

"size": 2510,

"updated_at": "2023-03-05T10:47:34Z"

}

],

"bcc_emails": [

"liors@qmasters.co"

],

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

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:47:34Z",

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

"id": 21008416993,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:47:34Z",

"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": "2023-03-05T10:45:57Z",

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

"id": 21008416988,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:45:57Z",

"user_id": 21001397559

},

{

"attachments": [

{

"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126496/original/test.py?response-content-type=application/octet-stream&Expires=1681481755&Signature=Sc5Uw2yTCH9x9q7XuqFH2wxIs8~tCft4fwpfBkvCBKMrTAc9vyRy6JXTR7FvzbBV81s5saGiM5uBRbIti29~WM4ca3Ixx~qlLnwpd5rnWR690VQvZ9d66VEin9AJ3XsDElPOyAfuvB1OhXmQ9bCRV4J5nS~OfMfMMM9f~4T4dTaV3mIEICI~gD6MfB06AeFSNnHRyEKR1tZhs3I8RCgzdxkRUt2bLiMliAh9lyuWUzWUEBZdTii5CgnTY-ude-hRz7-~1boZov9AHTGy5tXCIIkrJEAyBYL-MRfj8ahqeHS7VOKPynghc5AMyGlGv7h3kfDrhb09LJ5AbX0aONr8ag__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",

"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126496",

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

"created_at": "2023-03-05T10:45:22Z",

"id": 21009126496,

"name": "test.py",

"size": 2510,

"updated_at": "2023-03-05T10:45:22Z"

}

],

"bcc_emails": [

"liors@qmasters.co"

],

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

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:45:22Z",

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

"id": 21008416983,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:45:22Z",

"user_id": 21001397559

},

{

"attachments": [

{

"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126491/original/test.py?response-content-type=application/octet-stream&Expires=1681481755&Signature=gMLp~Z8Fr6-dSC6JBDx-eW~x4GR44t2Hgo0w4ue6eZCMtlYHzAQ0F27ycM1Q0UefPemvtVIp80~xgPZinIuCcceBJ5qn7zHuf9uQ-QHoBBe2L8wmUjl5Xb4-B55oRbPVwTgL~ziI8DmeW0pLxP3qfIl447FPMTHCVIByFurizORc5k0wzhrxGfbWIVxGOBrhWZTKXNICxwOwg7fNjb1CkjrmeDMzB2C-7Y7VbAhfCJH-QsuMqFo5W7zw29HD92-FuMFtgY8loHeYF7aWSflYmO9lzHpgWUK1hJ77Trm9an4cX~QtrQEIDtslZXR1jinfj4d9VEMgJLPvek9RHH~8pQ__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",

"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126491",

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

"created_at": "2023-03-05T10:43:39Z",

"id": 21009126491,

"name": "test.py",

"size": 2510,

"updated_at": "2023-03-05T10:43:39Z"

}

],

"bcc_emails": [

"liors@qmasters.co"

],

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

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:43:39Z",

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

"id": 21008416981,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:43:39Z",

"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": "2023-03-05T10:15:02Z",

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

"id": 21008416893,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:15:02Z",

"user_id": 21001397559

},

{

"attachments": [

{

"attachment_url": "https://qmasters.attachments.freshservice.com/data/helpdesk/attachments/production/21009126357/original/Specification_Document_MaintControl_%28Eng%29.docx?response-content-type=application/octet-stream&Expires=1681481755&Signature=eXeXr2YuW4FS9~xffgb7JwqeZMGw0Ce911NYY14zkGxoEnf9g9rPtCXrO9sUM3AMNCrATjNu1gWErU8VKL1feoo9tp8ttyxjQTuHYHVSDu~9-wiuaWwEJ8L3TVfuoiiUkgL~duRYeWGWXHKj9Y3tXAGGHX41Obp6WdgROna9tEoMo~56hGsVZJFEiYYTCtVKVuVy2MH-nxlOuSSN0c2y6iVxwOV2sxTkFB-PHtPgDkXQ9zt7eJpj9J8Mle6YBAvkU7DB3X6SkQKDJyr2xrk24DASwfuNItjgIXRAzac9MjMfvunSJmWf9HdzMA2H47xpDp37yiVrVk9NhEwBRbj-cA__&Key-Pair-Id=APKAIPHBXWY2KT5RCMPQ",

"canonical_url": "https://qmasters.freshservice.com/helpdesk/attachments/21009126357",

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

"created_at": "2023-03-05T10:14:57Z",

"id": 21009126357,

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

"size": 584470,

"updated_at": "2023-03-05T10:14:57Z"

}

],

"bcc_emails": [

"liors@qmasters.co"

],

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

"body_text": "try to upload file",

"cc_emails": [],

"created_at": "2023-03-05T10:14:57Z",

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

"id": 21008416892,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

"updated_at": "2023-03-05T10:14:57Z",

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

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

"id": 21008416890,

"incoming": false,

"private": false,

"source": 0,

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

"ticket_id": 6,

"to_emails": [

"jack@freshservice.com"

],

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

"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",

"group_id": null,

"id": 35,

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

"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