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Overview
The Freshservice integration provides four workflow actions for managing tickets and tasks. If you are unfamiliar with how Genius workflows work, visit the Workflows documentation first.Available Workflow Actions
Create a Freshservice Ticket
This action creates a new ticket in Freshservice.| Field | Description | Required |
|---|---|---|
| Name | Display name for this workflow action | |
| Request User Email | Email of the requester. Must exist in Freshservice. Supports Liquid | Yes |
| Subject | Ticket subject line. Supports Liquid | Yes |
| Description | Ticket body. Supports Liquid | |
| Tags | Comma-separated tags to apply to the ticket. Supports Liquid | |
| CC Emails | Additional email addresses to CC on the ticket | |
| Priority | Ticket priority. Auto mirrors the incident severity | |
| Status | Ticket status. Auto mirrors the incident status | |
| Custom Fields Mapping | JSON mapping Freshservice custom field names to values. Supports Liquid |
| Rootly Severity | Freshservice Priority |
|---|---|
| Critical | Urgent (4) |
| High | High (3) |
| Medium | Medium (2) |
| Low | Low (1) |
| Rootly Status | Freshservice Status |
|---|---|
| Started | Open (2) |
| Mitigated | Open (2) |
| Resolved | Resolved (4) |
Update a Freshservice Ticket
This action updates an existing Freshservice ticket.When a Create a Freshservice Ticket action runs, Rootly stores the resulting ticket ID on the incident record. Reference it in subsequent update actions using Liquid variables.
| Field | Description | Required |
|---|---|---|
| Name | Display name for this workflow action | |
| Ticket ID | Freshservice ticket ID to update. Supports Liquid | Yes |
| Subject | Updated ticket subject. Supports Liquid | Yes |
| Description | Updated ticket description. Supports Liquid | |
| Tags | Updated tags. Supports Liquid | |
| Priority | Updated priority | |
| Status | Updated ticket status | |
| Custom Fields Mapping | Updated custom field values as JSON. Supports Liquid |
Create a Freshservice Task
This action creates a task within an existing Freshservice ticket.| Field | Description | Required |
|---|---|---|
| Name | Display name for this workflow action | |
| Parent Ticket ID | Freshservice ticket ID to create the task under. Supports Liquid | Yes |
| Title | Task title. Supports Liquid | Yes |
| Description | Task description. Supports Liquid | |
| Status | Task status. Auto mirrors the incident or action item status | Yes |
| Rootly Status | Freshservice Task Status |
|---|---|
| Open | Open (1) |
| In Progress | In Progress (2) |
| Done / Cancelled | Completed (3) |
Update a Freshservice Task
This action updates an existing task within a Freshservice ticket.| Field | Description | Required |
|---|---|---|
| Name | Display name for this workflow action | |
| Parent Ticket ID | Freshservice ticket ID containing the task. Supports Liquid | Yes |
| Task ID | Freshservice task ID to update. Supports Liquid | Yes |
| Title | Updated task title. Supports Liquid | |
| Description | Updated task description. Supports Liquid | |
| Status | Updated task status | Yes |
Troubleshooting
Ticket creation fails with a requester not found error
Ticket creation fails with a requester not found error
The email provided in the Request User Email field must correspond to an existing Freshservice contact or agent. Verify the email address exists in your Freshservice account before creating tickets.
Custom fields are not being set
Custom fields are not being set
Custom field names in the Custom Fields Mapping JSON must match the field names as they appear in the Freshservice API (typically snake_case). Check your Freshservice admin settings under Admin > Custom Fields to confirm the correct field names.