Freshworks Freshservice
Freshworks Freshservice Pack.#
This Integration is part of theSupported 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
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Configure Freshworks Freshservice on Cortex XSOARNavigate to Settings > Integrations > Servers & Services.
Search for Freshworks Freshservice.
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 Click Test to validate the URLs, token, and connection.
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CommandsYou 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.
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freshservice-ticket-listRetrieve 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".
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Base Commandfreshservice-ticket-list
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InputArgument 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 |
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 |
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Context OutputPath | Type | Description |
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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. |
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Command example!freshservice-ticket-list
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Context Example#
Human Readable Output#
TicketShowing 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 |
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freshservice-ticket-createCreate 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'.
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Base Commandfreshservice-ticket-create
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InputArgument Name | Description | Required |
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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 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 |
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Context OutputPath | Type | Description |
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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. |
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Command example!freshservice-ticket-create description=description email=liors@qmasters.co status=Open priority=Low subject=subject
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Context Example#
Human Readable Output#
TicketTicket 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 |
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freshservice-ticket-updateUpdate an existing Ticket in Freshservice.
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Base Commandfreshservice-ticket-update
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InputArgument Name | Description | Required |
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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 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 |
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Context OutputPath | 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#
Human Readable Output#
TicketTicket 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-deleteDelete an existing Ticket in Freshservice.
#
Base Commandfreshservice-ticket-delete
#
InputArgument Name | Description | Required |
---|---|---|
ticket_id | The Ticket ID to delete (use freshservice-ticket-list to get ticket ID). | Required |
#
Context OutputThere is no context output for this command.
#
Command example!freshservice-ticket-delete ticket_id=246
#
Human Readable OutputTicket deleted successfully
#
freshservice-ticket-task-listRetrieve tasks list (or a specific task) on a Ticket with the given ID from Freshservice.
#
Base Commandfreshservice-ticket-task-list
#
InputArgument 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 OutputPath | 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#
Human Readable Output#
TicketShowing 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-createCreate a new task on a Ticket request in Freshservice.
#
Base Commandfreshservice-ticket-task-create
#
InputArgument 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 OutputPath | 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#
Human Readable Output#
TicketTicket 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-updateUpdate an existing task on an existing Ticket in Freshservice.
#
Base Commandfreshservice-ticket-task-update
#
InputArgument 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 OutputPath | 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#
Human Readable Output#
TicketTicket 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-deleteDelete the task on a Ticket with the given ID from Freshservice.
#
Base Commandfreshservice-ticket-task-delete
#
InputArgument 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 OutputThere is no context output for this command.
#
Command example!freshservice-ticket-task-delete ticket_id=220 task_id=184
#
Human Readable OutputTicket Task deleted successfully
#
freshservice-ticket-conversation-listRetrieve 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 Commandfreshservice-ticket-conversation-list
#
InputArgument 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 OutputPath | 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#
Human Readable Output#
Ticket conversationsShowing 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-createCreate a new reply for an existing Ticket Conversation.
#
Base Commandfreshservice-ticket-conversation-reply-create
#
InputArgument 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 OutputPath | 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#
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-createCreate a new note for an existing Ticket Conversation.
#
Base Commandfreshservice-ticket-conversation-note-create
#
InputArgument 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 OutputPath | 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#
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-updateUpdate an existing Conversation on an existing Ticket in Freshservice.
#
Base Commandfreshservice-ticket-conversation-update
#
InputArgument 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 OutputPath | 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#
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-deleteDelete the Conversation on a Ticket with the given ID from Freshservice.
#
Base Commandfreshservice-ticket-conversation-delete
#
InputArgument Name | Description | Required |
---|---|---|
conversation_id | The conversation ID to delete (use freshservice-ticket-conversation-list to get the conversation ID). | Required |
#
Context OutputThere is no context output for this command.
#
Command example!freshservice-ticket-conversation-delete conversation_id=21010429932
#
Human Readable OutputConversation deleted successfully
#
freshservice-problem-listRetrieve a list of all Problems or a specific problem with the given ID from Freshservice.
#
Base Commandfreshservice-problem-list
#
InputArgument 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 OutputPath | 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