# SailPoint Freshservice Connector Documentation > Freshservice Connector Documentation # Documentation # Connecting SailPoint and Freshservice To connect SailPoint with Freshservice, perform the following tasks: ## Adding the Source in SailPoint To connect to SailPoint, perform the following steps. Once the connection is made, you can configure it to meet your company's needs. > [!IMPORTANT] > > By default, the provisioning feature is **disabled**, and the connector only supports read-only operations. To support provisioning operations, you must manually enable the feature in the source configuration. **To configure a new source:** 1. Sign in to SailPoint. 2. Go to **Admin \> Connections \> Sources**. 3. Select **Create New**. 4. Search for the connector by entering the name in the search box, and then select **Actions**. 5. In the **Actions** dropdown list, select the setup method: - [**Express Setup**](<#configuring-a-source-using-express-setup>) - Quickly create a read-only connection to your target system by providing minimal configurations and authentication. On completion, aggregation is automatically started. > **Note** > > Express Setup supports Credential Providers. For information on supported credential providers and configuration, refer to [Credential Providers](). For more information, contact your SailPoint Customer Service Manager. - [**Standard Setup**](<#configuring-a-source-using-standard-setup>) - Provide detailed basic configuration to create the source. Once the source is created, continue with source setup. ### Configuring a Source Using Express Setup Express Setup minimizes the initial configuration process so you can quickly connect the application and immediately begin aggregating user account and entitlement data. 1. Review the directions and select **Start Express Setup**. 2. Review the pre-populated **Source Name**, **Source Owner**, and **Description**. To update, select **Edit**. > **Note** > > The source name must be unique. You can change these settings later in the source configuration. 3. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a Credential Provider in SailPoint, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 4. Configure the authentication to allow SailPoint to connect to the source. For more information, refer to the **Connection Settings** section. 5. Select **Finish**. After a successful test connection, the system creates your source and prompts you to run an aggregation. - If you want to aggregate now, select **Aggregate**. - To see the latest account aggregation history, go to **Account Management \> Account Aggregation**. - To see the list of aggregated source accounts, go to **Account Management \> Accounts**. - If you want to aggregate later, select **Exit**. This returns you to the **Sources** page. Your new source is listed, but contains no accounts or aggregation history yet. ### Configuring a Source Using Standard Setup Use Standard Setup to configure the connector for full feature support. 1. In the **Source Name** field, enter a unique and descriptive name for your source. Source names cannot exceed 128 characters. 2. In the **Description** field, provide additional details about the source to help distinguish it from similar sources. This field allows a maximum of 2,000 characters. 3. In the **Source Owner** field, begin typing the name of an owner. Matches appear after you type two or more letters. For more information, refer to [Assigning a Source Owner](). 4. (Optional) Select a governance group to grant its members [source]() or [role]() sub-admin level oversight of the source and its access. For more information, refer to [Creating and Managing Governance Groups](). 5. If this source represents a primary system containing your organization's personnel records, select the **Authoritative Source** checkbox. For more information, refer to [Creating Identity Profiles](). 6. Select **Continue**. The source is created, and you are navigated to the **Source Setup \> Base Configuration** page. Continue to configure your connected source there. ## Base Configuration Provide the base configuration parameters. Information you entered in the Create New Source dialog is automatically entered into the fields in the Base Configuration page. You can edit this information if necessary. 1. Enter a unique name and description for the source. 2. In the **Source Owner** dropdown list, select the identity that owns this source. - To find a source owner, begin entering their name. 3. (Optional) If enabled for your organization, select the **Use a Credential Provider** checkbox to manage the source's authentication using a credential provider. > **Note** > > To add a credential provider, go to **Admin \> Connections \> Credential Providers**. For more information about credential providers, refer to [Credential Providers](). 4. Configure the authentication to allow SailPoint to connect to the source. Refer to [Connection Settings](<#connection-settings>) for more information. 5. (Optional) In the **Governance Group for Source Management** dropdown list, select a governance group to associate with this source. For more information about governance groups, refer to [Associating Governance Groups with a Source](). 6. (Optional) Choose whether to enable or disable provisioning for the source. Provisioning is disabled by default. - **Enable Provisioning** - Set the toggle to **Enabled** to allow the source to create, update, and deactivate accounts in the connected source system. - **Disable Provisioning** - Set the toggle to **Disabled** to disable provisioning for the source. Disabling provisioning will prevent the creation, updating, or deactivating of accounts on this source. 7. Select **Save**. ## Connection Settings The following information is required for SailPoint to connect and interact with Freshservice. > [!NOTE] > > **Screenshot** > > [![Connection Settings]()]() 1. Select **Connection Settings** from the menu. 2. Enter the **Freshservice Company Name**. This is the Freshservice account name. You can obtain its value from the base name of the company URL. Example: for URL as `https://sailpointservicedesk.freshservice.com` , Company Name should be `sailpointservicedesk.` 3. Enter the **Freshservice API Key**. This is the unique key that is required to access the Freshservice API. You can find it under your Profile setting. 4. Select **Save**. ## Aggregation Settings For more information about aggregation, refer to [Loading Account Data](). > [!NOTE] > > **Screenshot** > > [![Aggregation Settings]()]() 1. Select **Aggregation Settings** from the menu. 2. Specify the **Account Filter** conditions. For example,`email=abc@example.com&active=true` 3. Specify the **Page Size** for Account and Group aggregation. Default = 100. Maximum = 100. 4. Select **Include Requesters** if you wish to include requesters in the account aggregation process in addition to agents. By default, only agent users are included. 5. Select **Save**. ## Activity Insights Settings Activity Insights enables you to gather account information and activity data from the Freshservice source. SailPoint pulls activity data such as user logins, password changes, and content updates from the source in the form of events. Viewing a user’s source activity data can enable you to determine usage trends. > [!IMPORTANT] > > Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on utilizing activity data, refer to [Activity Insights](). ### Required Permissions The SaaS connector service account requires the following permission to utilize Activity Insights. | Scope | Description | | --- | --- | | IT Agent Role | Access across all groups in Service Desk. | ### Enable Activity Insights Settings To enable Activity Insights, complete the following: > [!NOTE] > > **Screenshot** > > [![Screenshot]()]() 1. In the source configuration, go to the **Activity Insights Settings** tab. 2. Select **Enable Activity Insights** to grant the connector access to data insights on the source and view source use activity. 3. Select **Save**. ## Review and Test Perform a test to confirm the connection to SailPoint. 1. Go to **Review and Test**. 2. Confirm that the entries in each field are correct. If you note any mistakes, return to the section and make corrections. 3. Select **Test Connection**. ## SailPoint Application Onboarding SailPoint application onboarding enables you to easily onboard new applications and create sources following the successful onboarding of a discovery source. To use this feature, continue to **Discovered Applications** in the SailPoint user interface. For more information, refer to [Application Onboarding]() in the SailPoint SaaS documentation. # Integrating SailPoint with Freshservice Freshservice is a cloud-based IT Service Management (ITSM) solution that was designed using Information Technology Infrastructure Library (ITIL) best practices. Freshservice helps IT organizations streamline their service delivery processes with a strong focus on user experience and employee happiness. Freshservice supports Agents and Requesters (end-users). Agents in Freshservice can be "full-time" or "occasional". Full-time agents are those in the core support team who will log in to the help desk every day. Occasional agents are those who would only need to log in a few times every month, such as the CEO or field staff. Requesters are Freshservice users who consume services provided by the agent teams. This document is designed to give specific information about the requirements and fields needed to successfully configure an instance of the Freshservice SaaS source. > [!NOTE] > > To view the latest features, enhancements, and fixes for all SaaS connectors, refer to the [SaaS Release Notes]() page. ## Supported Features The Freshservice source supports the following features: - Aggregation of Accounts (Agents and Requesters) - Get Account - Provisioning - Create Account - Update Account - Enable AND Disable Account - Delete Account - Entitlement Aggregation (Agent Roles and Requester Groups) - Access Certifications (certifications of entitlements connected to the accounts) ### Activity Insights Activity Insights supports activity from Freshservice and its associated accounts. This allows you to gather account information and activity data from Freshservice. > [!IMPORTANT] > > Contact your SailPoint Customer Success Manager (CSM) for more information on Activity Insights. For more information on configuring Activity Insights, refer to Activity Insights Settings. ## Prerequisites The Freshservice source requires the following prerequisite to connect and interact with the Freshservice system: - The user must generate an **API Key**. The API Key is required to access the Fresh Service API. - For Requesters | Scope | Description | | --- | --- | | Admin Role | Permissions to View, Edit, and Delete the Requester | - For Agents | Scope | Description | | --- | --- | | Admin Role | Permissions to Manage Agent groups, Agents, and Roles | # Machine Account Attributes ## Machine Account Provisioning Attributes The following table lists the attributes in the machine account creation template, including the generator and description for each attribute. | Attribute | Label | Type | Required | Initial Value | | --- | --- | --- | --- | --- | | user\_type | UserType | string | Yes | static (agent) | | email | Email | string | Yes | static (Enter Email For Machine Account) | | first\_name | Firstname | string | Yes | static (Enter First Name For Machine Account) | | last\_name | Lastname | string | Yes | static (Enter Last Name For Machine Account) | | roles | Roles | string | Yes | static (Enter Role As roleId:assignment\_scope e.g. 12345:entire\_helpdesk) | | job\_title | JobTitle | string | No | disable | | secondary\_email | SecondaryEmail | string | No | disable | | work\_phone\_number | WorkPhoneNumber | number | No | disable | | can\_see\_all\_tickets\_from\_associated\_departments | Can See All Tickets From Associated Departments | boolean | No | disable | | reporting\_manager\_id | Reporting Manager ID | number | No | disable | | address | Address | string | No | disable | | time\_zone | Time Zone | string | No | disable | | time\_format | Time Format | string | No | disable | | language | Language | string | No | disable | | location\_id | Location ID | string | No | disable | | background\_information | background\_information | string | No | disable | For more information, refer to [Machine Identity Security Overview](). ### Classification The Classification attribute is used to identify and categorize the account as a machine account. This connector includes the userType attribute for classification. The generator is Disable by default. - **Attribute name** - UserType - **Value** - Communication, Reference, Service, System # Provisioning The Freshservice connector supports provisioning, allowing you to create and manage accounts and entitlements in Freshservice directly from SailPoint. **Prerequisite:** Your system is configured for provisioning. When SailPoint provisions new accounts to the source, it uses the attributes on the **Create Account** page as instructions or a template for what to include in the account. This page is also referred to as the *provisioning policy*. When new access is granted on a source where a user does not already have an account, SailPoint automatically includes account creation in the provisioning. This applies whether provisioning is started from an access request or from an automated role or lifecycle state assignment. For direct-connect sources, SailPoint automatically creates the account from this configuration. If the source is not configured as a direct-connect source, SailPoint creates and assigns a provisioning task to the source owner and includes the values for the source owner to use in manually creating the account. > [!IMPORTANT] > > This section describes the default **Create Account** configuration. SailPoint recommends that you work with Services to define a provisioning configuration specific to your company's needs. Be sure to verify large changes to the provisioning policy before implementation. Failure to do so might cause provisioning to fail. ## Default Create Account Attributes When creating a requester account the user\_type must be ‘requester’ in the create account section. By default, it will be ‘agent’. | Account Attribute | Generator | Description | | --- | --- | --- | | user\_type | Static | Type of user. Agent or Requester | | email | Identity Attribute - Work Email | Email of the user | | first\_name | Identity Attribute - First Name (firstname) | First name of the user | | last\_name | Identity Attribute - Last Name (lastname) | Last name of the user | # Configuring Retry Mechanism > [!IMPORTANT] > > Add a list of retryable error messages to the attributes map of the source configuration. The value must be specified as a list or array even when only a single error string is provided. ## Provisioning Retry Errors > [!NOTE] > > For more information on SailPoint's REST APIs, refer to [Best Practices: REST API Authentication]() and [REST API - Update Source (Partial)]() in the SailPoint Developer Community. SailPoint connectors that support provisioning operations have the ability to retry a failed operation based on configurable error messages. The `retryableErrors` entry in the connector configuration is a list of strings that the connector searches for in the error message received from the managed source. If any of the configured error strings are found in the error message, the connector will attempt to retry the provisioning operation. Add a list of retryable error messages to the attributes map of the source configuration. The value must be specified as a list or array even when only a single error string is provided. If the error message contains one of the specified strings, the connector will initiate a retry attempt. However, if the configured error string is not present in the error message, the connector will consider the operation as failed and will not attempt a retry. Add the following entry in the source XML using the SailPoint REST APIs: For example, Use the SailPoint API by sending a PATCH request to the /v3/sources/{id} endpoint: `PATCH https://{orgName}.api.identitynow.com/v3/sources/:id` In the body of the PATCH, enter the retryable errors as follows: ```json [ { "op": "add", "path": "/connectorAttributes/retryableErrors", "value": [ "", "" ] } ] ``` > [!NOTE] > > Error messages containing very specific information about date/time, sequence ID and so on must be avoided. Error codes or error message substrings would be good candidates for inclusion. ## Aggregation Retry Errors Aggregation retries can be set up for each source by configuring the `aggregationRetryErrors` attribute under the `connectorAttributes` section. Send a PATCH request to the `/v3/sources/{id}` endpoint: `PATCH https://{orgName}.api.identitynow.com/v3/sources/:id` In the body of the PATCH, enter the `aggregationRetryErrors` as follows: ```json { "op": "add", "path": "/connectorAttributes/aggregationRetryErrors", "value": ["Connection reset"] } ``` In addition to specifying the aggregation retry errors, you can also configure the following options: > [!NOTE] > > **retryWaitTime** > > A string specifying the amount of time (in milliseconds) to wait before attempting a retry. The default value is 5000 milliseconds (5 seconds). > > In the body of the PATCH, enter the `retryWaitTime` as follows: > > ```json > { > "op": "add", > "path": "/connectorAttributes/retryWaitTime", > "value": "5000" > } > ``` > [!NOTE] > > **maxRetryCount** > > A string defining the maximum number of retry attempts that will be performed. The default value is 3. > > In the body of the PATCH, enter the `maxRetryCount` as follows: > > ```json > { > "op": "add", > "path": "/connectorAttributes/maxRetryCount", > "value": "3" > } > ``` The Freshservice connector supports the following attributes to implement retry logic: ## retryableErrorStatus This attribute allows you to specify a list of HTTP status codes that should trigger a retry. For example, setting it to `[403, 404]` will cause the connector to retry the operation when encountering these status codes. By default, the connector will automatically retry on receiving a 429 (Too Many Requests) status code. In the body of the PATCH, enter the retryable error status code as follows: ```json [ { "op": "add", "path": "/connectorAttributes/retryableErrorStatus", "value": [ 403, 404 ] } ] ``` ## maxRetryOnError This attribute defines the maximum number of retry attempts for the specified error codes. The default value is 2, but it can be increased through the source configuration. In the body of the PATCH, enter the maxRetryOnError as follows: ```json [ { "op": "add", "path": "/connectorAttributes/maxRetryOnError", "value": 2 } ] ``` # Schema Reference The application schema is used to configure the objects returned from a connector. > [!NOTE] > > - The **Account Schema** tab is used to define the attributes for each object type in the application being configured. The schema attributes can be defined as **Entitlement** or **Multi-Valued**. Refer to [Managing Source Account Schemas]() for more information. > - The schema attributes that are not present by [default](<#default-account-schema>) must be defined as strings if not specified. The Freshservice connector uses the following default correlation and object configurations. ## Default Correlation Configuration Before you aggregate accounts from this source, you can map account attributes with their corresponding identity attributes based on your requirements. You can customize the correlation configuration. Refer to [Assigning Source Accounts to Identities]() for more information. When you first create the Freshservice source, the default correlation mapping is: | Account Attribute | Operation | Identity Attribute | | --- | --- | --- | | email | Equals | Work email | | primary\_email | Equals | Work email | ## Default Account Schema Each source supports a variety of details, or attributes, about each user who has an account, such as their name, email address, manager name, and location. The set of account attributes each source stores and how they're organized is known as the account's *schema*. To best represent your data, you can configure sources to use an account schema matching the one you use in the external connector. Refer to [Managing Source Account Schemas]() for more information. ### Default Account Attributes The Freshservice connector supports the following default account schema attributes and customer configurable attributes. The attributes must be defined as strings if not specified. The attributes marked with asterisks (\*) are newly added. For existing sources the user must add these (minus the asterisk) in the schema explicitly. | Attribute Name | Description | | --- | --- | | email | The agent's email address. | | id | The user's ID. | | first\_name | The user's first name. | | last\_name | The user's last name | | primary\_email\* | The requester's primary email. | | secondary\_email\* | The requester's secondary email. | | occasional | Enable if the agent is an occasional agent, disable if the agent is a full-time agent. | | job\_title | The user's job title. | | work\_phone\_number | The user's work phone number. | | mobile\_phone\_number | The user's mobile phone number. | | can\_see\_all\_tickets\_from\_associated\_departments | Enabled if the agent is allowed to view tickets filed by other members of the same department. | | reporting\_manager\_id | The user's reporting manager. | | address | The user's home address. | | time\_zone | The user's local time zone. | | time\_format | The user's preferred time format. | | language | The user's preferred language in two-letter ISO-639 format. | | location\_id | The user's location ID. | | background\_information | The user's background information. | | scoreboard\_level\_id | The user's level ID in Arcade. | | last\_login\_at | Timestamp of the user's last successful login. | | last\_active\_at | Timestamp of the user's most recent activity. | | has\_logged\_in | Enabled if the user has logged in to Freshservice at least once. | | department\_ids\* | Department ID of the user. | | active | Indicates if the user is active or has been deactivated. | | created\_at | Date and time when the user was created. | | updated\_at | Date and time when the user was most recently updated. | | is\_agent\* | Enabled if the user is an agent. | ## Default Entitlement Attributes Entitlement attributes define the entitlements, such as groups or roles, that can be assigned to the managed system's user accounts. Refer to [Managing Entitlements]() for more information. > [!CAUTION] > > Changing the attribute marked as the Entitlement ID after aggregating accounts or entitlements can result in duplicate entitlements being created, or access profiles and roles breaking. To avoid this, edit the entitlement schema before performing any aggregations. The Freshservice source supports two types of entitlements: Agent roles and Requester groups. > [!NOTE] > > For existing sources, the user must add the Requester group schema manually. ### Agent Roles | Attribute Name | Description | | --- | --- | | id | The role's unique ID and its assignment scope. | | name | The role's name. | | description | The role's description. | | default | Indicates if the role is a default role. | | created\_at | Date and time when the agents's role was created. | | updated\_at | Date and time when the agent's role was most recently updated. | ### Requester Groups | Attribute Name | Description | | --- | --- | | id | The requester group's unique ID. | | name | The requester group's name. | | description | Description of the requester group. | | type | Indicates if the requester group is rule-based or manual. | # Troubleshooting If you encounter any of the following issues or errors, SailPoint recommends that you follow the guidance provided below to resolve the error before contacting SailPoint Support. For issues or errors that are not addressed in this connector guide, refer to the following resources for troubleshooting information: - [SailPoint Identity Services Documentation]() - [SailPoint Support Knowledge Base]() - [SailPoint Developer Community]() ## Debug Logs For information about managing additional source settings, including debug logging and downloading connector logs, refer to [Managing Additional Settings]().