Freshservice Ticket Interception

Background

To enable ticket interception (see📄 Ticket Interception 101) in Freshservice, please login to your Freshservice account and create a webhook using the instructions in this article.

Steps

1. Log into FreshService, then go to the Admin Panel (the gear icon in the left-hand menu).

2. Scroll to the Automation and Productivity section.

3. Click WorkFlow Automator > New Workflow > Event Based Workflow.

4. Give your workflow a descriptive name, like "Lumos ITSM Webhook", then ensure that the Tickets Module is selected before clicking Create.

5. Add the triggering Event with the configuration "Ticket is raised". Ensure that this event can be performed by "Anyone".

6. Drag an Action to follow the Event, then set "Perform these actions on" to "Ticket".

7. Add "Trigger Webhook" to the actions list.

8. Set the webhook to POST and enter the callback url: https://b.app.lumosidentity.com/b/itsm/events/LUMOS_ORG_ID where LUMOS_ORG_ID is the domain name of your Lumos account.

The LUMOS_ORG_ID is probably the same as the subdomain of your email address. For example, if your email address is harry@hogwarts.com, LUMOS_ORG_ID would be hogwarts.com.

9. Under Credentials, select "Inline Credential". For Authentication type, select "API Key". Paste the same API Key that you used to create your FreshService integration with Lumos into the API Key input box.

10. Under Encoding, select "JSON" in the first line and "Advanced" in the second. In the text box, paste the following

{"source": "Freshservice", "ticket_id": "{{ticket.id}}", "subject": "{{ticket.subject}}", "description": "{{ticket.description}}", "submitter": "{{ticket.requester.name}}", "url": "{{ticket.url}}", "group": "{{ticket.group.name}}", "category": "{{ticket.category_def}}" }

11. Click Done.

12. Click Activate in the top right corner of the screen and confirm activation.