Freshservice ITSM

Integrating Freshservice ITSM with Yellow.ai enables the following actions:

Display list of active tickets requiring resolution.
Check the status of a specific ticket.
Create a new IT-related ticket.

1. Connecting Freshservice ITSM with your bot

In a two-tier environment, you can connect an integration app in the Development environment. In a three-tier environment, you can connect the integration app either in Staging or Sandbox. All connected integrations are available in the live environment.

To connect Freshservice ITSM, follow these steps:

Switch to the Development/Staging environment.
On the left navigation bar, click Extensions > Integrations > ITSM > Freshservice ITSM. Alternatively, you can search for the integration using the Search app.
Give account name (only lowercase alphanumeric and _ are supported), and enter the API Key (This key will be provided by the client/freshservice spoc of the client), and Domain name.

note

The format of this field should be https://yellowtest.freshservice.com/api/v2 and this is also to be provided by the client/freshservice spoc of the client.

Click Connect. The integration will be enabled for the bot.
To add another account, repeat the above mentioned steps. You can add a maximum of 15 accounts.

Accessing Freshservice Functions through Bot Conversation

Once the integration is successful, you can access the following Freshservice functions directly from the Yellow.ai bot.

note

When multiple accounts are added, select the appropriate account for each node, allowing you to leverage the unique functionalities of each account for their intended purposes.

1.1 See List of all tickets (List all tickets)

This action retrieves User Tickets by email address.

Now the set of mandatory fields required for the successful execution of this use case (My Tickets in this case), will be displayed. The below-mentioned table below consists of the sample value, data type, and description for each field present in the above screenshot.

Field name	Sample value	Data type	Description
SortBy	desc	String	Choose whether to sort the response by ascending order (asc) of timestamp or descending order (desc)
UserEmail	[email protected]	String	Email address of the requester

Sample sample response

{
  "ticket": {
    "cc_emails": [],
    "fwd_emails": [],
    "reply_cc_emails": [],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 3,
    "requester_id": 1000000678,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
"subject": "Ticket Title",
    "to_emails": null,
    "sla_policy_id": 1000000029,
    "department_id": null,
    "id": 266,
    "type": "Incident",
    "due_by": "2017-09-08T23:03:44Z",
    "fr_due_by": "2017-09-08T15:03:44Z",
    "is_escalated": false,
    "description": "<div>this is a sample ticket</div>",
    "description_text": "this is a sample ticket",
    "custom_fields": {
      "custom_text": null,
      "auto_checkbox": false
    },
    "created_at": "2017-09-08T11:03:44Z",
    "updated_at": "2017-09-08T11:37:01Z",
    "urgency": 1,
    "impact": 1,
    "category": null,
    "sub_category": null,
    "item_category": null,
    "deleted": false,
    "attachments": [
      {
        "content_type": "text/plain",
        "size": 5,
        "name": "attachment.txt",
        "attachment_url": "https://cdn.freshservice/data/Helpdesk/attachments/production/19852343/original/attachment.txt",
        "created_at": "2017-09-08T11:03:45Z",
        "updated_at": "2017-09-08T11:03:45Z"
      }
    ]
  }
}

In case of success, you need to extract the relevant keys present in the ticket object and display them to the end user with an appropriate message with the help of any of the Message type nodes.

To use this Integration Action Node in an app.yellow.ai bot, then refer to the below-mentioned example:

   app.executeIntegrationAction({
            "integrationName": "fresh-service",
            "action": "My Tickets",
"dynamicParams": {
    "sortBy": "asc",
    "userEmail": "[email protected]"
}
}).then((res)=>{
    console.log("response from action node", res);
    app.log(res, '||Response from action node||')
}).catch((err)=>{
    console.log("Error in action node",err);
    app.log(err, '||Error in action node||')
})

1.2 Ticket Status

Retrieves the current status of a specific ticket.

Mandatory input name	Sample value	Data type	Description
TicketId	1588402269	String	The ticketId whose status needs to be fetched

Sample response

{
  "ticket": {
    "cc_emails": [],
    "fwd_emails": [],
    "reply_cc_emails": [],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 3,
    "requester_id": 1000000678,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Ticket Title",
    "to_emails": null,
    "sla_policy_id": 1000000029,
    "department_id": null,
    "id": 266,
    "type": "Incident",
    "due_by": "2017-09-08T23:03:44Z",
    "fr_due_by": "2017-09-08T15:03:44Z",
    "is_escalated": false,
   "description": "<div>this is a sample ticket</div>",
    "description_text": "this is a sample ticket",
    "custom_fields": {
      "custom_text": null,
      "auto_checkbox": false
    },
    "created_at": "2017-09-08T11:03:44Z",
    "updated_at": "2017-09-08T11:37:01Z",
    "urgency": 1,
    "impact": 1,
    "category": null,
    "sub_category": null,
    "item_category": null,
    "deleted": false,
    "attachments": [
      {
        "content_type": "text/plain",
        "size": 5,
        "name": "attachment.txt",
        "attachment_url": "https://cdn.freshservice/data/Helpdesk/attachments/production/19852343/original/attachment.txt",
        "created_at": "2017-09-08T11:03:45Z",
        "updated_at": "2017-09-08T11:03:45Z"
      }
    ]
  }
}

To use this Integration Action Node in an app.yellow.ai bot, then refer to the below-mentioned example:

 app.executeIntegrationAction({
            "integrationName": "fresh-service",
            "action": "Ticket Status",
"dynamicParams": {
    "ticketId": "21364"
}
}).then((res)=>{
    console.log("response from action node", res);
    app.log(res, '||Response from action node||')
}).catch((err)=>{
    console.log("Error in action node",err);
    app.log(err, '||Error in action node||')
})

1.3 Create Ticket

Creates a new ticket in the Freshservice ITSM app.

Now the set of mandatory fields required for the successful execution of this use case (Create Ticket in this case), will be displayed. The below-mentioned table below consists of the sample value, data type, and description for each field present in the above screenshot.

Mandatory input params	Sample value	Data type	Description
RequesterEmailId	[email protected]	String	Email address of the requester. If no contact exists with this email address in Freshservice, it will be added as a new contact
RequesterMobileNumber	9876543210	String	Phone number of the requester. If no contact exists with this phone number in Freshservice, it will be added as a new contact
TicketStatus	2/3/4/5	Number	Status of the ticket
TicketPriority	1/2/3/4	Number	Priority of the ticket
TicketSource	1/2/3/4/5/6/7/8/9/10	Number	The channel through which the ticket was created
RequesterName	Raj	String	Name of the requester
TicketSubject	Test Subject	String	Subject of the ticket
TicketCategory	Growth	String	Category of the ticket
TicketSubCategory	Marketing	String	Sub-category of the ticket
TicketDescription	Test Description	String	HTML content of the ticket
CustomFields	{custom_fields:{“this is a test”}}	Object	Key value pairs containing the names and values of custom fields

Sample response

{
  "ticket": {
    "cc_emails": [
      "[email protected]",
      "[email protected]"
    ],
    "fwd_emails": [],
    "reply_cc_emails": [
      "[email protected]",
      "[email protected]"
    ],
    "fr_escalated": false,
    "spam": false,
    "email_config_id": null,
    "group_id": null,
    "priority": 1,
    "requester_id": 1000000675,
    "requested_for_id": 1000000670,
    "responder_id": null,
    "source": 2,
    "status": 2,
    "subject": "Support Needed...",
    "to_emails": null,
    "department_id": null,
    "id": 265,
    "type": "Incident",
    "due_by": "2017-09-11T10:34:28Z",
    "fr_due_by": "2017-09-09T10:34:28Z",
    "is_escalated": false,
 "description": "<div>Details about the issue...</div>",
    "description_text": "Details about the issue...",
    "category": null,
    "sub_category": null,
    "item_category": null,
    "custom_fields": {
      "custom_text": "This is a custom text box",
      "auto_checkbox": null
    },
    "created_at": "2017-09-08T10:34:28Z",
    "updated_at": "2017-09-08T10:34:28Z",
    "tags": [],
    "attachments": []
  }
}

To use this Integration Action Node in an app.yellow.ai bot, refer to the below-mentioned example:

  app.executeIntegrationAction({
            "integrationName": "fresh-service",
            "action": "Create Ticket",
"dynamicParams": {
    "requesterEmailId": "[email protected]",
    "requesterMobileNumber": "9876543210",
    "ticketStatus": 2,
    "ticketPriority": 3,
    "ticketSource": 2,
    "requesterName": "Raj",
    "ticketSubject": “Test Subject",
    "ticketCategory": “Growth",
    "ticketSubCategory": “Marketing",
    "ticketDescription": “Test description",
    “customFields”: { "custom_text" : "This is a custom text box" }
}
}).then((res)=>{
    console.log("response from action node", res);
    app.log(res, '||Response from action node||')
}).catch((err)=>{
    console.log("Error in action node",err);
    app.log(err, '||Error in action node||')
})

1. Connecting Freshservice ITSM with your bot​

Accessing Freshservice Functions through Bot Conversation​

1.1 See List of all tickets (List all tickets)​

Sample sample response​

1.2 Ticket Status​

Sample response​

1.3 Create Ticket​

Sample response​

1. Connecting Freshservice ITSM with your bot

Accessing Freshservice Functions through Bot Conversation

1.1 See List of all tickets (List all tickets)

Sample sample response

1.2 Ticket Status

Sample response

1.3 Create Ticket

Sample response