Configuring the Freshservice ITSM Action

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Supported Authorization Types

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Prerequisites

• Create a Freshservice account and note your login credentials.
• Copy the API Key and Domain name of your Freshservice account.

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Step 1: Enable the Freshservice Action

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Pre-authorize the Integration (Basic Auth)

1. In the Configurations dialog, select the Authorization tab.
2. Set Authorization Type to Pre-authorize the Integration > Basic Auth.
3. Enter the following fields:

   Field	Description
   User Sub Domain	Domain name of the Freshservice account
   API Key	Secret API key of your Freshservice account

4. Click Enable. The Integration Successful pop-up appears on first configuration.

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Allow End Users to Authorize (Basic Auth)

1. In the Configurations dialog, select the Authorization tab.
2. Set Authorization Type to Allow Users to Authorize the Integration > Basic Auth.
3. Click Select Authorization > Create New.
4. Select the authorization mechanism (for example, Basic Auth). See App Authorization Overview for creating Basic Auth profiles.
5. Enter the following credentials:

   Field	Description
   Name	Name for the Basic Auth profile
   Tenancy URLs	Select Yes if tasks require tenancy URLs
   Base URL	Base tenant URL for the Freshservice instance
   Authorization Check URL	Auth check URL
   Description	Description of the auth profile

6. Click Save Auth.
7. Select the new profile.
8. Click Enable. The Integration Successful pop-up appears.

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Step 2: Install Freshservice Action Templates

1. On the Integration Successful dialog, click Explore Templates.
2. Click Install for the desired template.
3. Click Go to Dialog to view the dialog task.
4. A dialog task is auto-created for each installed template.
5. Select the desired dialog task and click Proceed (for example, Create a Ticket).
6. The canvas opens with all required entity nodes, service nodes, and message scripts.