Community
Questions Library
Docs
Blog
Events
Swag
Github
Slack
JupiterOne
Discussions
Release Notes
Contact Us
Freshservice - AskJ1 Community
<main> <article class="userContent"> <h2 data-id="freshservice-jupiterone-integration-benefits">Freshservice + JupiterOne Integration Benefits</h2> <ul><li><p>Visualize Freshservice account, agents, agent groups, agent roles and tickets<br> in the JupiterOne graph.</p></li> <li><p>Map Freshservice agents to employees in your JupiterOne account.</p></li> <li>Monitor changes to Freshservice users using JupiterOne alerts.</li> </ul><h2 data-id="how-it-works">How it Works</h2> <ul><li><p>JupiterOne periodically fetches account, agents, agent groups, agent roles and<br> tickets from Freshservice to update the graph.</p></li> <li><p>Write JupiterOne queries to review and monitor updates to the graph, or<br> leverage existing queries.</p></li> <li><p>Configure alerts to take action when JupiterOne graph changes, or leverage<br> existing alerts.</p></li> </ul><h2 data-id="requirements">Requirements</h2> <ul><li>Freshservice supports Basic Authorization.</li> <li><p>JupiterOne requires a REST API key. You need permission to create a user in<br> Freshservice that will be used to obtain the API key.</p></li> <li><p>You must have permission in JupiterOne to install new integrations.</p></li> </ul><h2 data-id="support">Support</h2> <p>If you need help with this integration, please contact<br><a rel="nofollow" href="https://support.jupiterone.io">JupiterOne Support</a>.</p> <h2 data-id="integration-walkthrough">Integration Walkthrough</h2> <h3 data-id="in-freshservice">In Freshservice</h3> <ol><li>Sign-up for a Freshservice account</li> <li>In the dashboard, click on your Profile > Profile Settings</li> <li>Get the API Key for the account</li> </ol><h3 data-id="in-jupiterone">In JupiterOne</h3> <ol><li>From the top navigation of the J1 Search homepage, select <strong>Integrations</strong>.</li> <li>Scroll to the <strong>Freshservice</strong> integration tile and click it.</li> <li>Click the <strong>Add Configuration</strong> button and configure the following settings:</li> </ol><ul><li><p>Enter the <strong>Account Name</strong> by which you'd like to identify this Freshservice<br> account in JupiterOne. Ingested entities will have this value stored in<br><code class="code codeInline" spellcheck="false" tabindex="0">tag.AccountName</code> when <strong>Tag with Account Name</strong> is checked.</p></li> <li><p>Enter a <strong>Description</strong> that will further assist your team when identifying<br> the integration instance.</p></li> <li><p>Select a <strong>Polling Interval</strong> that you feel is sufficient for your monitoring<br> needs. You may leave this as <code class="code codeInline" spellcheck="false" tabindex="0">DISABLED</code> and manually execute the integration.</p></li> <li><p>{{additional provider-specific settings}} Enter the <strong>Freshservice API Key</strong><br> generated for use by JupiterOne.</p></li> </ul><ol start="4"><li>Click <strong>Create Configuration</strong> once all values are provided.</li> </ol><h1 data-id="how-to-uninstall">How to Uninstall</h1> <ol><li>From the top navigation of the J1 Search homepage, select <strong>Integrations</strong>.</li> <li>Scroll to the <strong>Freshservice</strong> integration tile and click it.</li> <li>Identify and click the <strong>integration to delete</strong>.</li> <li>Click the <strong>trash can</strong> icon.</li> <li>Click the <strong>Remove</strong> button to delete the integration.</li> </ol><h2 data-id="data-model">Data Model</h2> <h3 data-id="entities">Entities</h3> <p>The following entities are created:</p> <table><thead><tr><th>Resources</th> <th>Entity <code class="code codeInline" spellcheck="false" tabindex="0">_type</code></th> <th>Entity <code class="code codeInline" spellcheck="false" tabindex="0">_class</code></th> </tr></thead><tbody><tr><td>Account</td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_account</code></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">Account</code></td> </tr><tr><td>Agent</td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent</code></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">User</code></td> </tr><tr><td>Agent Group</td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_group</code></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">Group</code></td> </tr><tr><td>Agent Role</td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_role</code></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">AccessRole</code></td> </tr><tr><td>Ticket</td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_ticket</code></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">RecordEntity</code></td> </tr></tbody></table><h3 data-id="relationships">Relationships</h3> <p>The following relationships are created:</p> <table><thead><tr><th>Source Entity <code class="code codeInline" spellcheck="false" tabindex="0">_type</code></th> <th>Relationship <code class="code codeInline" spellcheck="false" tabindex="0">_class</code></th> <th>Target Entity <code class="code codeInline" spellcheck="false" tabindex="0">_type</code></th> </tr></thead><tbody><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_account</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_account</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_group</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_account</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_role</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_account</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_ticket</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_group</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_group</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_ticket</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent</code></td> <td><strong>HAS</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_ticket</code></td> </tr><tr><td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent_role</code></td> <td><strong>ASSIGNED</strong></td> <td><code class="code codeInline" spellcheck="false" tabindex="0">freshservice_agent</code></td> </tr></tbody></table> </article> </main>
.png)