Documentation forSolarWinds Incident Response

Freshservice

Freshservice extends digital capabilities and delivers exceptional employee experiences with an intuitive, scalable, no code solution.

Route detailed ticket alerts from Freshservice to the right users in Incident Response.

How to integrate Freshservice with Incident Response

In Incident Response: Using Freshservice as an Alert Source

  1. Navigate to Services -> Service Overview -> select or search for your Service. Expand the accordion -> In the Alert Sources section, click Add.

    2. How to configure Freshservice integration in Squadcast for incident management

  2. Select Freshservice. Copy the displayed Webhook URL to configure it within Freshservice. Finish by clicking Add Alert Source -> Done.

Steps to add Freshservice integration to a service in Squadcast for incident management

When an alert source turns Active, it’ll show up under Configured Alert Sources. You can either generate a test alert from the integration or wait for a real-time alert to be generated by the Alert Source.

An Alert Source is active if there is a recorded incident via that Alert Source for the Service.

In Freshservice: Create a Incident Response webhook alert

  1. In the app, go to Admin > Workflows Automator to create the webhook

    2. Create a Squadcast webhook alert for incident management

  2. Click on New Automator and select the suitable category from the drop-down. Here, we have selected Ticket

    3. Create Ticket under New Auntomator for incident management

  3. Provide a Title and an optional Description. Next, click on Create

    4. Add Title and Description for incident management

  4. In the Events section, you can select and add the Events of your choice. Here, we have added 3 Events as shown in the screenshot. Then, click on Done

    5. Adding events for raising tickets for incident management

  5. Drag ACTION from the menu on the left onto the screen

Add actions for incident management

a. From the drop-down for Perform these actions on, select Ticket

b. Then, from the next drop-down, select Trigger Webhook

Perform these actions to Trigger webhook for incident management

c. Choose Request Type as POST

d. In Callback URL paste the previously copied Incident Response webhook URL here

e. Choose Encoding as JSON and Simple

f. In Content, you can select all of the available fields to send complete information as the alert to Incident Response.

As the bare minimum, please select the below:

ticket_status
ticket_id
ticket_priority
ticket_subject
ticket_due_by_time
ticket_description
ticket_source
ticket_department_name
ticket_category
ticket_url
ticket_portal_url
approval_url
approval_portal_url
ticket_group_name
associated_asset_names
ticket_tags
ticket_agent_email
ticket_agent_name
ticket_requester_name
ticket_requester_email
ticket_requester_phone

g. Then, click on Done

Verify all the details

Note:

The Test Webhook option sends empty data on the configured Callback URL. As a result, since no data is available in the alert payload, no incident is created in Incident Response for it. Please create a test ticket post configuring this webhook as indicated in this document to see a test incident created for it in Incident Response, to ensure that the configuration is working as expected.

  1. Click on Activate

    2. Activate the webhook

  2. Do the following for sending resolve alerts to Incident Response:

    3. a. Follow steps 1-3

    b. Fill in the form as shown in the screenshot below:

    For sending resolved alerts for Squadcast

    c. Follow steps 5 and 6

  3. Next, to create the alert, follow the steps below:

a. Click on ➕(plus) icon and select any of the available options in the drop-down. Here, we have selected Incident

To create incidents for incident management

b. Fill out the form and click on Save

Fill the form and Save

  • Status Open -> to trigger incident at Incident Response

  • Status Resolved -> to resolve incident at Incident Response

  • Status Closed -> to resolve incident at Incident Response

If you have configured Custom Statuses in Freshservice and want to use one of the configured Custom Statuses for ticket creation/resolution (in turn, triggering/resolving corresponding incidents in Incident Response), kindly reach out to support@squadcast.com for further details on this.

That is it, you are now good to go!

  • Whenever a ticket is created with Open status, an incident will be created in Incident Response.

  • When the ticket is either Solved or Closed in Freshservice, the corresponding incident will automatically get resolved in Incident Response as well.