Freshservice

1. Overview

Freshservice is a cloud-based IT Service Management (ITSM) solution that helps organizations streamline their IT operations and deliver exceptional service. It provides a comprehensive suite of tools for incident management, problem management, change management, asset management, and more.

With the GoInsight Freshservice node, you can seamlessly integrate ITSM capabilities into your automated workflows. This allows you to manage the entire lifecycle of your IT resources and support processes directly from GoInsight, including:

• Ticket Management: Create, retrieve, update, and delete support tickets to automate incident response.
• User and Group Management: Manage agents, requesters, and their respective groups to automate onboarding and access control.
• Asset and Product Management: Programmatically create, track, and update assets, products, and software applications in your inventory.
• Change and Release Management: Automate the creation and tracking of change requests and releases to streamline your deployment pipelines.
• Knowledge and Communication: Create and manage announcements to keep your organization informed.

2. Prerequisites

Before using this node, you need to have a valid Freshservice account. Depending on your Freshservice plan, you may need administrator privileges to obtain the necessary API credentials.

3. Credentials

For a detailed guide on how to obtain and configure your credentials, please refer to our official documentation: Credentials Configuration Guide.

4. Supported Operations

Summary

This node provides comprehensive operations for managing various resources within your Freshservice instance, such as agents, tickets, assets, and changes. The table below summarizes the available actions.

Operation Details

Create a Change

Create a new change request in Freshservice with specified properties and workflow settings.

Input Parameters:

• Subject: Subject of the change
• Description: Description of the change
• PlannedStartDate: Planned start date
• PlannedEndDate: Planned end date
• Email: The email address of the change.

Options:

• ChangeType: Type of change
• Priority: Priority level
• Status: Status of the change
• Risk: Risk level
• Impact: Impact level

Output:

• ChangeInfo (object): Output ChangeInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create a Department

Create a new department in Freshservice with specified properties and user assignments.

Input Parameters:

• Name: Name of the department

Options:

• Description: Description of the department
• HeadUserId: ID of the department head user
• PrimeUserId: ID of the prime user
• Domains: Comma-separated domains
• CustomFields: Custom fields for the department

Output:

• DepartmentInfo (object): Output DepartmentInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create a Location

Creates a location in Freshservice.

Input Parameters:

• Name: Name of the location

Options:

• ParentLocationId: Parent location ID
• City: City of the location
• State: State of the location
• Zipcode: Zipcode of the location
• Country: Country of the location

Output:

• LocationInfo (object): Information about the created location
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Create a Problem

Creates a problem in Freshservice.

Input Parameters:

• Email: Email address of the problem initiator/requester (required)
• Subject: Subject of the problem
• Description: HTML content of the problem (required)

Options:

• Status: Status of the problem (1 - Open, 2 - Change Requested, 3 - Closed)
• Priority: Priority of the problem (1 - Low, 2 - Medium, 3 - High, 4 - Urgent)
• Impact: Impact of the problem (1 - Low, 2 - Medium, 3 - High)

Output:

• ProblemInfo (object): Information about the created problem
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Create a Product

Creates a product in Freshservice.

Input Parameters:

• Name: Name of the product
• AssetTypeId: ID of the asset type(must be a type in Freshservice)

Options:

• Description: Description of the product
• Manufacturer: Manufacturer of the product
• Status: Status of the product.
• ModeOfProcurement: Mode of procurement of the product.

Output:

• ProductInfo (object): Information about the created product
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Create a Release

Create a new release in Freshservice with essential details including subject, release type, priority, status, planned dates, and optional department and group assignments for comprehensive release management.

Input Parameters:

• Subject: Subject of the release
• ReleaseType: Type of release (1=Minor, 2=Standard, 3=Major, 4=Emergency)
• Priority: Priority of the release (1=Low, 2=Medium, 3=High, 4=Urgent)
• Status: Status of the release (1=Open, 2=On Hold, 3=In Progress, 4=Incomplete, 5=Completed)
• PlannedStartDate: Planned start date in ISO format
• PlannedEndDate: Planned end date in ISO format

Options:

• DepartmentId: ID of the department
• Description: Description of the release
• GroupId: ID of the group assigned to the release

Output:

• ReleaseInfo (object): Output ReleaseInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create a Requester

Create a new requester in Freshservice with required fields (first name and email) and optional fields (last name, job title, phone numbers, department IDs, address, time format, language, location ID, background information, and secondary emails).

Input Parameters:

• FirstName: First name of the requester
• Email: Primary email address of the requester

Options:

• LastName: Last name of the requester
• JobTitle: Job title of the requester
• WorkPhoneNumber: Work phone number
• MobilePhoneNumber: Mobile phone number
• DepartmentIds: List of department IDs
• Address: Address of the requester
• TimeFormat: Time format preference
• Language: Language preference
• LocationId: Location ID
• BackgroundInformation: Background information about the requester
• SecondaryEmails: List of secondary email addresses

Output:

• RequesterInfo (object): Output RequesterInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create a Requester Group

Create a new requester group in Freshservice with specified configuration and member assignments for efficient ticket management and routing.

Input Parameters:

• Name: Name of the requester group

Options:

• Description: Description of the requester group
• RequesterIds: List of requester IDs to add to the group
• EscalateTo: ID of the agent to escalate to
• UnassignedFor: Duration before escalation
• AgentIds: List of agent IDs associated with the group
• AutoTicketAssign: Enable automatic ticket assignment
• GroupType: Type of the group

Output:

• RequesterGroupInfo (object): Output RequesterGroupInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create a Software Application

Create a new software application record in Freshservice with essential details including application type, name, description, notes, and status for comprehensive software asset management.

Input Parameters:

• ApplicationType: Type of the application (must be one of: desktop, saas, mobile)
• Name: Name of the software

Options:

• Description: Description of the software
• Notes: Additional notes about the software
• Status: Status of the software

Output:

• SoftwareInfo (object): Output SoftwareInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create a Ticket

Create a new support ticket in Freshservice with comprehensive configuration options including priority, assignment, and categorization for efficient incident and service request management.

Input Parameters:

• Email: Email of the requester
• Subject: Subject of the ticket
• Description: Description of the ticket

Options:

• Priority: Priority level of the ticket
• Status: Status of the ticket
• CcEmails: List of CC email addresses
• DepartmentId: ID of the department
• GroupId: ID of the group assigned
• Impact: Impact level of the ticket
• Name: Name of the requester
• RequesterId: ID of the requester
• ResponderId: ID of the agent responsible
• Category: Category of the ticket
• SubCategory: Sub-category of the ticket
• DueBy: Due date for ticket resolution
• FrDueBy: Due date for first response
• Tags: List of tags for the ticket
• CustomFields: Custom fields for the ticket
• Urgency: Urgency level of the ticket

Output:

• TicketInfo (object): Output TicketInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Create an Agent

Creates an agent in Freshservice.

Input Parameters:

• Email: Email of the agent
• FirstName: Name of the agent
• LastName: Name of the agent

Options:

• JobTitle: Job title of the agent
• Phone: Phone number of the agent
• Mobile: Mobile number of the agent

Output:

• AgentInfo (object): Information about the created agent
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Create an Agent Group

Creates an agent group in Freshservice.

Input Parameters:

• Name: Name of the agent group

Options:

• Description: Description of the agent group
• Observers: List of observer user IDs
• Members: List of member user IDs

Output:

• AgentGroupInfo (object): Information about the created agent group
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Create an Announcement

Creates an announcement in Freshservice.

Input Parameters:

• Title: Title of the announcement
• BodyHtml: Description of the announcement in plain text
• AdditionalEmails: Additional email addresses to which the announcement needs to be sent
• VisibleFrom: Timestamp at which Announcement becomes active

Options:

• Visibility: Who can see the announcement? Values - everyone, agents_only, agents_and_groups
• VisibleTill: Timestamp until which Announcement is active

Output:

• AnnouncementInfo (object): Information about the created announcement
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Create an Asset Type

Creates an asset type in Freshservice.

Input Parameters:

• Name: Name of the asset type

Options:

• Description: Description of the asset type
• ParentId: Parent asset type ID

Output:

• AssetTypeInfo (object): Information about the created asset type
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete a Change

Deletes a change in Freshservice.

Input Parameters:

• ChangeId: ID of the change to delete

Output:

• Deleted (bool): Whether the change was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete a Department

Delete a department in Freshservice by department ID with proper error handling.

Input Parameters:

• DepartmentId: ID of the department to delete

Output:

• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Delete a Location

Deletes a location from Freshservice.

Input Parameters:

• LocationId: ID of the location to delete

Output:

• Deleted (bool): Whether the location was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete a Problem

Deletes a problem from Freshservice.

Input Parameters:

• ProblemId: ID of the problem to delete

Output:

• Deleted (bool): Whether the problem was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete a Product

Deletes a product from Freshservice.

Input Parameters:

• ProductId: ID of the product to delete

Output:

• Deleted (bool): Whether the product was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete a Release

Delete a release in Freshservice by its ID. This operation is irreversible and will permanently remove the release from the system.

Input Parameters:

• ReleaseId: ID of the release to delete

Output:

• ReleaseInfo (object): Output ReleaseInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Delete a Requester

Delete a requester from Freshservice by their ID. This operation is irreversible and will permanently remove the requester from the system.

Input Parameters:

• RequesterId: ID of the requester to delete

Output:

• RequesterInfo (object): Output RequesterInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Delete a Requester Group

Delete an existing requester group from Freshservice permanently with proper validation and dependency checking.

Input Parameters:

• GroupId: ID of the requester group to delete

Output:

• DeletionStatus (object): Output DeletionStatus
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Delete a Software Application

Delete an existing software application record from Freshservice permanently with proper validation and dependency checking for comprehensive software asset management.

Input Parameters:

• SoftwareId: ID of the software to delete

Output:

• DeletionStatus (object): Output DeletionStatus
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Delete a Ticket

Delete an existing support ticket from Freshservice permanently with proper validation and dependency checking. Use with caution as this action is irreversible.

Input Parameters:

• TicketId: ID of the ticket to delete

Output:

• DeletionStatus (object): Output DeletionStatus
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Delete an Agent

Deletes an agent in Freshservice.

Input Parameters:

• AgentId: ID of the agent to delete

Output:

• Deleted (bool): Whether the agent was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete an Agent Group

Deletes an agent group in Freshservice.

Input Parameters:

• GroupId: ID of the agent group to delete

Output:

• Deleted (bool): Whether the agent group was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete an Announcement

Deletes an announcement from Freshservice.

Input Parameters:

• AnnouncementId: ID of the announcement to delete

Output:

• Deleted (bool): Whether the announcement was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Delete an Asset Type

Deletes an asset type from Freshservice.

Input Parameters:

• AssetTypeId: ID of the asset type to delete

Output:

• Deleted (bool): Whether the asset type was successfully deleted
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Agent Groups

Gets multiple agent groups from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• AgentGroups (object-array): List of agent groups
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Agent Roles

Gets multiple agent roles from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• AgentRoles (object-array): List of agent roles
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Agents

Gets multiple agents from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• Agents (object-array): List of agents
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Announcements

Gets multiple announcements from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• Announcements (object-array): List of announcements
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Asset Types

Gets multiple asset types from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• AssetTypes (object-array): List of asset types
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Changes

Gets multiple changes from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• Changes (object-array): List of changes
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Departments

Retrieve multiple departments from Freshservice with pagination support.

Options:

• Page: Page number for pagination
• PerPage: Number of departments per page

Output:

• Departments (object-array): List of departments
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Locations

Gets multiple locations from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• Locations (object-array): List of locations
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Problems

Gets multiple problems from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• Problems (object-array): List of problems
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Products

Gets multiple products from Freshservice.

Options:

• Page: Page number for pagination
• PerPage: Number of items per page, max 100

Output:

• Products (object-array): List of products
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get Many Releases

Retrieve a list of releases from Freshservice with pagination support for efficient data management.

Options:

• Page: Page number for pagination (default: 1)
• PerPage: Number of releases per page (default: 30, max: 100)

Output:

• Releases (object-array): List of releases
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get Many Requester Groups

Retrieve a list of requester groups from Freshservice with pagination support for efficient batch processing and group management.

Options:

• Page: Page number for pagination
• PerPage: Number of requester groups per page

Output:

• RequesterGroups (object-array): List of requester groups
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get Many Requesters

Retrieve a list of requesters from Freshservice with pagination support for efficient data management.

Options:

• Page: Page number for pagination (default: 1)
• PerPage: Number of requesters per page (default: 30, max: 100)

Output:

• Requesters (object-array): List of requesters
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get Many Software Applications

Retrieve a list of software applications from Freshservice with pagination support for comprehensive software asset management and inventory tracking.

Options:

• Page: Page number for pagination
• PerPage: Number of software per page

Output:

• Software (object-array): List of software applications
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get Many Tickets

Retrieve a comprehensive list of support tickets from Freshservice with advanced filtering, sorting, and pagination capabilities for efficient ticket management and analysis.

Options:

• Page: Page number for pagination
• PerPage: Number of tickets per page
• FilterQuery: Filter query to narrow down results
• Include: Additional data to include
• OrderBy: Field to order by
• OrderType: Order direction

Output:

• Tickets (object-array): List of tickets
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get a Change

Gets a change in Freshservice.

Input Parameters:

• ChangeId: ID of the change to retrieve

Output:

• ChangeInfo (object): Information about the change
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get a Department

Retrieve a specific department from Freshservice by department ID.

Input Parameters:

• DepartmentId: ID of the department to retrieve

Output:

• DepartmentInfo (object): Output DepartmentInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get a Location

Gets a location from Freshservice.

Input Parameters:

• LocationId: ID of the location to retrieve

Output:

• LocationInfo (object): Information about the location
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get a Problem

Gets a problem from Freshservice.

Input Parameters:

• ProblemId: ID of the problem to retrieve

Output:

• ProblemInfo (object): Information about the problem
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get a Product

Gets a product from Freshservice.

Input Parameters:

• ProductId: ID of the product to retrieve

Output:

• ProductInfo (object): Information about the product
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get a Release

Retrieve detailed information about a specific release in Freshservice by providing the release ID for comprehensive release tracking and management.

Input Parameters:

• ReleaseId: ID of the release to retrieve

Output:

• ReleaseInfo (object): Output ReleaseInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get a Requester

Retrieve detailed information about a specific requester in Freshservice by their ID.

Input Parameters:

• RequesterId: ID of the requester to retrieve

Output:

• RequesterInfo (object): Output RequesterInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get a Requester Group

Retrieve details of a specific requester group from Freshservice by its ID including configuration and membership information.

Input Parameters:

• GroupId: ID of the requester group to retrieve

Output:

• RequesterGroupInfo (object): Output RequesterGroupInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get a Software Application

Retrieve details of a specific software application from Freshservice by its ID including configuration and usage information.

Input Parameters:

• SoftwareId: ID of the software to retrieve

Output:

• SoftwareInfo (object): Output SoftwareInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get a Ticket

Retrieve details of a specific support ticket from Freshservice by its ID with optional additional information including conversations, requester details, and statistics.

Input Parameters:

• TicketId: ID of the ticket to retrieve

Output:

• TicketInfo (object): Output TicketInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Get an Agent

Gets an agent in Freshservice.

Input Parameters:

• AgentId: ID of the agent to retrieve

Output:

• AgentInfo (object): Information about the agent
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get an Agent Group

Gets an agent group in Freshservice.

Input Parameters:

• GroupId: ID of the agent group to retrieve

Output:

• AgentGroupInfo (object): Information about the agent group
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get an Agent Role

Gets an agent role in Freshservice.

Input Parameters:

• RoleId: ID of the agent role to retrieve

Output:

• AgentRoleInfo (object): Information about the agent role
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get an Announcement

Gets an announcement in Freshservice.

Input Parameters:

• AnnouncementId: ID of the announcement to retrieve

Output:

• AnnouncementInfo (object): Information about the announcement
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Get an Asset Type

Gets an asset type from Freshservice.

Input Parameters:

• AssetTypeId: ID of the asset type to retrieve

Output:

• AssetTypeInfo (object): Information about the asset type
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update a Change

Updates a change in Freshservice.

Input Parameters:

• ChangeId: ID of the change to update

Options:

• Subject: Subject of the change
• Description: Description of the change
• DepartmentId: Type of change (1=Minor, 2=Standard, 3=Major, 4=Emergency)
• Email: Priority (1=Low, 2=Medium, 3=High, 4=Urgent)

Output:

• ChangeInfo (object): Updated change information
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update a Department

Update a department in Freshservice with the specified parameters.

Input Parameters:

• DepartmentId: ID of the department to update
• Name: Name of the department

Options:

• Description: Description of the department
• HeadUserId: ID of the department head user
• PrimeUserId: ID of the prime user for the department
• Domains: List of domains associated with the department
• CustomFields: Custom fields for the department

Output:

• DepartmentInfo (object): Updated department information
• StatusCode (number): HTTP status code
• ErrorMessage (string): Error message if any

Update a Location

Updates a location in Freshservice.

Input Parameters:

• Name: Name of the location
• LocationId: ID of the location to update

Options:

• ParentLocationId: Parent location ID
• City: City of the location
• State: State of the location
• Zipcode: Zipcode of the location
• Country: Country of the location

Output:

• LocationInfo (object): Information about the created location
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update a Problem

Updates a problem in Freshservice.

Input Parameters:

• ProblemId: ID of the problem to update
• Email: Urgency of the problem (1 - Low, 2 - Medium, 3 - High)
• Subject: Subject of the problem

Options:

• Description: Description of the problem
• Status: Status of the problem (1 - Open, 2 - Change Requested, 3 - Closed)
• Priority: Priority of the problem (1 - Low, 2 - Medium, 3 - High, 4 - Urgent)
• Impact: Impact of the problem (1 - Low, 2 - Medium, 3 - High)

Output:

• ProblemInfo (object): Information about the created problem
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update a Product

Updates a product in Freshservice.

Input Parameters:

• ProductId: ID of the product to update

Options:

• Name: Name of the product
• AssetTypeId: ID of the asset type(must be a type in Freshservice)
• Description: Description of the product
• Manufacturer: Manufacturer of the product
• Status: Status of the product.
• ModeOfProcurement: Mode of procurement of the product.

Output:

• ProductInfo (object): Information about the updated product
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 400 (bad request), 401 (unauthorized), 403 (forbidden), 404 (not found), 405 (method not allowed), 422 (validation failed), 500 (server error).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update a Release

Update an existing release in Freshservice with modified details including subject, description, status, priority, release type, department, and assigned group for effective release management.

Input Parameters:

• ReleaseId: ID of the release to update
• Subject: Subject of the release

Options:

• DepartmentId: ID of the department
• Description: Description of the release
• GroupId: ID of the group assigned to the release
• Priority: Priority of the release (1=Low, 2=Medium, 3=High, 4=Urgent)
• ReleaseType: Type of release (1=Minor, 2=Standard, 3=Major, 4=Emergency)
• Status: Status of the release (1=Open, 2=On Hold, 3=In Progress, 4=Incomplete, 5=Completed)

Output:

• ReleaseInfo (object): Output ReleaseInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Update a Requester

Update an existing requester in Freshservice. Only the requester ID is required; all other fields (first name, last name, email, job title, phone numbers, department IDs, address, time format, language, location ID, background information, and secondary emails) are optional.

Input Parameters:

• RequesterId: ID of the requester to update

Options:

• FirstName: First name of the requester
• LastName: Last name of the requester
• PrimaryEmail: Primary email address of the requester
• JobTitle: Job title of the requester
• WorkPhoneNumber: Work phone number
• MobilePhoneNumber: Mobile phone number
• DepartmentIds: List of department IDs
• Address: Address of the requester
• TimeFormat: Time format preference
• Language: Language preference
• LocationId: Location ID
• BackgroundInformation: Background information about the requester
• SecondaryEmails: List of secondary email addresses

Output:

• RequesterInfo (object): Output RequesterInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Update a Requester Group

Update an existing requester group in Freshservice with modified configuration and member assignments for improved group management.

Input Parameters:

• GroupId: ID of the requester group to update

Options:

• Name: Name of the requester group
• Description: Description of the requester group
• RequesterIds: List of requester IDs to add to the group
• EscalateTo: ID of the agent to escalate to
• UnassignedFor: Duration before escalation
• AgentIds: List of agent IDs associated with the group
• AutoTicketAssign: Enable automatic ticket assignment
• GroupType: Type of the group

Output:

• RequesterGroupInfo (object): Output RequesterGroupInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Update a Software Application

Update an existing software application record in Freshservice with essential details including application type, name, description, notes, and status for comprehensive software asset management.

Input Parameters:

• SoftwareId: ID of the software to update
• ApplicationType: Type of the application (must be one of: desktop, saas, mobile)

Options:

• Description: Description of the software
• Name: Name of the software
• Notes: Additional notes about the software
• Status: Status of the software

Output:

• SoftwareInfo (object): Output SoftwareInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Update a Ticket

Update an existing support ticket in Freshservice with essential fields including status, priority, subject, description, and assignment information for efficient ticket management.

Input Parameters:

• TicketId: ID of the ticket to update

Options:

• DepartmentId: ID of the department
• Description: Description of the ticket
• GroupId: ID of the group assigned
• Impact: Impact level
• Name: Name of the requester
• Phone: Phone number of the requester
• Priority: Priority of the ticket
• Status: Status of the ticket
• Subject: Subject of the ticket

Output:

• TicketInfo (object): Output TicketInfo
• StatusCode (number): Output StatusCode
• ErrorMessage (string): Output ErrorMessage

Update an Agent

Updates an agent in Freshservice.

Input Parameters:

• FirstName: Name of the agent
• LastName: Name of the agent
• AgentId: ID of the agent to update

Options:

• JobTitle: Job title of the agent
• Phone: Phone number of the agent
• Mobile: Mobile number of the agent

Output:

• AgentInfo (object): Information about the created agent
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update an Agent Group

Updates an agent group in Freshservice.

Input Parameters:

• GroupId: ID of the agent group to update

Options:

• Name: Name of the agent group
• Description: Description of the agent group
• Observers: List of observer user IDs
• Members: List of member user IDs

Output:

• AgentGroupInfo (object): Updated agent group information
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update an Announcement

Updates an announcement in Freshservice.

Input Parameters:

• AnnouncementId: ID of the announcement to update
• Title: Title of the announcement
• BodyHtml: Description of the announcement in plain text
• AdditionalEmails: Additional email addresses to which the announcement needs to be sent

Options:

• Visibility: Who can see the announcement? Values - everyone, agents_only, agents_and_groups
• VisibleFrom: Timestamp at which Announcement becomes active
• VisibleTill: Timestamp until which Announcement is active

Output:

• AnnouncementInfo (object): Information about the created announcement
• StatusCode (number): Operation status code: -1 (parameter validation error), 201 (success), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

Update an Asset Type

Updates an asset type in Freshservice.

Input Parameters:

• AssetTypeId: ID of the asset type to update

Options:

• Name: Name of the asset type
• Description: Description of the asset type
• ParentId: Parent asset type ID

Output:

• AssetTypeInfo (object): Updated asset type information
• StatusCode (number): Operation status code: -1 (parameter validation error), 200 (success), 404 (not found), 500 (exception).
• ErrorMessage (string): Error description if any, otherwise an empty string.

5. Example Usage

This section demonstrates how to build a simple workflow that automatically creates a new support ticket in Freshservice whenever the workflow is triggered.

The workflow will consist of three nodes: Start -> Create a Ticket -> Answer.

Step-by-Step Guide

1. Add the Freshservice Node:
   • On the workflow canvas, click the + button to add a new node.
   • In the pop-up panel, select the "Tools" tab.
   • Find and select "Freshservice" from the list of tools.
   • From the list of supported operations for Freshservice, click on "Create a Ticket". This will add the node to your canvas.
2. Configure the Node:
   • Click on the newly added "Create a Ticket" node to open its configuration panel on the right.
   • Credentials: At the top of the panel, find the credentials field. Click the dropdown menu and select your pre-configured Freshservice credentials.
   • Parameters: Fill in the required input parameters for creating a ticket.
   • Email: Enter the email address of the person requesting support. You can use a static value like user@example.com or a variable from a previous node, such as {{start.email}}.
   • Subject: Provide a clear and concise subject for the ticket, for example, "Cannot access shared drive".
   • Description: Enter a detailed description of the issue. For example, "User reports being unable to access the 'Marketing' shared drive. They are receiving a 'permission denied' error."
   • Priority (Optional): You can set a priority level. The default is 1 (Low). You can change it to 3 for High or 4 for Urgent if needed.
3. Run and Validate:
   • Once all required parameters are filled, any error indicators on the workflow canvas should disappear.
   • Click the "Test Run" button in the top-right corner of the canvas to execute the workflow.
   • After a successful run, you can click the log icon in the top-right corner to view the detailed input and output of the node. The TicketInfo output field will contain the details of the newly created ticket, including its ID.

After completing these steps, your workflow is configured. When run, it will successfully create a new ticket in your Freshservice instance.

6. FAQs

Q: Why am I getting a 401 Unauthorized or 403 Forbidden error?

A: This type of error typically indicates an issue with your credentials or permissions. Please check the following:

• API Key: Ensure the API key entered in your GoInsight credentials is correct and has not expired.
• Permissions: Verify that the agent associated with the API key has the necessary permissions in Freshservice to perform the desired operation (e.g., create tickets, manage agents).

Q: How can I find the ID for a specific department, group, or agent?

A: You can find the ID for most resources in Freshservice in a couple of ways:

• From the URL: When you navigate to an item (like a specific agent's profile) in the Freshservice UI, the ID is often visible in the browser's address bar.
• Using GoInsight: You can use a "Get Many..." operation (e.g., Get Many Agents) in a preceding step of your workflow to fetch a list of resources. You can then filter this list to find the specific item and extract its ID for use in a subsequent node.

Q: My CustomFields are not being set when I create or update a ticket. What's wrong?

A: The CustomFields parameter expects a JSON object where the keys are the internal names of the custom fields, not their display labels. For example, {"custom_field_12345": "value"}. You can find the internal names by inspecting the Freshservice API documentation or by using the API to fetch an existing ticket that has those fields populated.

7. Official Documentation

For more in-depth information about the Freshservice API and its capabilities, please refer to the Freshservice Official API Documentation.