Freshservice

This page gives an overview of the templates we've created for integrating Fresh instances with ServiceNow. Please reach out if you want the update sets for any of these templates and see the template page itself for more information on the template and customising it for your instance.

Overview

These Freshservice templates integrate Freshservice Tickets with various types of Task records in ServiceNow. They implement the worknotes and comments journals through Freshservice notes and can sync attachments.

These templates are not plug and play and feature guidance on how to customise them for your instance. They may be used as a template or as a reference for how we've dealt with challenges you may come across when building an integration.

Templates feature a couple of different mechanisms for retrieving data from Freshservice.

• Polling: Querying the Freshservice instance periodically for updates.

• Webhooks: Triggering data with automation rules on Freshservice.

We recommend a polling-based approach, as this maintains all configuration on ServiceNow, though both are worth considering based on use case.

Guides

Outbound Incident Guide

Freshservice: Outbound Incident Guide

Follow this guide to configure a simple outbound synchronous integration that sends Servicenow Incidents to Freshservice as Tickets.

Templates

If you're unsure which template to use the Incident Polling Template is our suggestion.

Incident Polling Template

Freshservice Incident Template (Polling)

• Integrates incident with Tickets.

• Functionality extends Freshservice: Outbound Incident Guide.

• Retrieves data from Fresh using a series of polls.

• Contacts are synced by email and other data.

• Supports inbound and outbound attachments.

  • Includes embedded attachments in the description and journal fields.

Standard Case Polling Template

Freshservice Standard Case Template (Polling)

• Integrates sn_tech_product_support_case with Tickets.

• Retrieves data from Fresh using a series of polls.

• Includes syncs for supporting data stored in Fresh.

• Contacts are synced by correlation_id.

• Supports in and outbound attachments.

  • Includes embedded attachments in journal fields.

Incident Webhook Template

Freshservice Incident Template (Webhook)

• Integrates incidents with Tickets

• Receives data from Fresh via automations sending webhooks.

• Contacts are synced by email and other data on the sys_user.

Issues

• Attachments added to ticket not sent to ServiceNow

• Rejection of reflected messages requires configuration.

Customer Service Case Webhook Template

Freshservice Customer Service Case Template(Webhook)

• Integrates sn_customerservice_case with Tickets

• Receives data from Fresh via automations sending webhooks.

• Contacts are synced by email and other data on the sys_user.

Issues

• Attachments added to ticket not sent to ServiceNow

• Rejection of reflected messages requires configuration.

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For a better understanding of these templates and a basic Freshservice integration, see the Freshservice: Outbound Incident Guide.