Freshservice

This user guide provides step-by-step instructions to integrate Freshservice with the ReleaseOwl Dashboard, enabling seamless ticket management, automation, and real-time visibility of Freshservice updates within ReleaseOwl.

Registering Freshservice in ReleaseOwl Dashboard

1. Navigate to Administration in the ReleaseOwl dashboard.

2. Click on Credential Manager.

3. On the Credential Manager page, click Register Credential.

1. Fill in the details as follows:

   • Credential Name: Provide a descriptive name for the credential for easy identification.

   • Credential Type: Select Freshservice from the list.

   • Authentication Type: Choose Basic.

   • API Key: Enter your Freshservice API key.

   • Password: Enter "X" (as required for basic authentication).

   • Instance URL: Enter your Freshservice instance URL, e.g., https://<yourdomain>.freshservice.com.

2. Click Save to complete the registration.

How to Retrieve the API Key in Freshservice

1. Log in to your Freshservice account.

2. Click on your profile icon (top-right corner) and select Profile Settings.

1. In the Profile Settings page, locate the API Key section on the right-hand side.

2. Click Show API Key, then copy the displayed key.

3. Paste this API key into the API Key field in ReleaseOwl Credential Manager.

Freshservice Project Integration

To link a Freshservice project with a ReleaseOwl project, follow these steps:

1. Navigate to Project Settings

• Switch to the required working project in ReleaseOwl.

• Go to Project Settings.

• In Project Settings, navigate to ALM Integrations and click on Add.

2. Fill in the Required Details

• Name: Enter a unique name for the integration.

• Description (Optional): Provide a description for reference.

• External System: Select Freshservice from the dropdown list.

• Credential: Select the registered Freshservice API credential from the dropdown list.

• Host URL: This will automatically populated.

1. If you select Service Requests, ReleaseOwl will only sync tickets categorized as Service Requests from Freshservice. you can further refine what kind of requests should be synced based on specific criteria by using the Filter option.

1. If you select Change Requests, ReleaseOwl will synchronize only the Change Requests from Freshservice. Within the Change Requests section, you can configure this using either a Filter or a View.

2. Filter:

   • To use the Filter option, navigate to the Ticket List in Freshservice and select the list that displays the created Change Requests. In the URL, locate the filter ID (a numeric value) and copy it. Then, paste this ID into the Filter field in ReleaseOwl.

3. View:

• Similarly, to use the View option, navigate to the Ticket List in Freshservice, select the saved view that displays your Change Requests, and copy the view ID from the URL. Then, paste this ID into the View field in ReleaseOwl to complete the configuration.

Integrating User Stories from Freshservice to ReleaseOwl

ReleaseOwl is bidirectional, so the user stories created in Freshservice can be synced with ReleaseOwl and vice-versa.

To integrate user stories from Freshservice, follow these steps:

1. Navigate to the required Project.

2. In Change Management, select User Stories Menu

3. Click the Sync User stories icon.

4. Once the sync is completed, you will get a pop up saying, User Story Sync completed.

5. Click Ok.

Note: At the top right, there is a "Sync History" button. This button likely provides a log or history of all previous synchronization activities related to user stories.