Schema Reference
The application schema is used to configure the objects returned from a connector.
Note
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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.
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The schema attributes that are not present by default 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 |
|---|---|---|
| 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 |
|---|---|
| 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. |
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