Freshservice Integration

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

• In Administration, go to Credential Manager.

• On the page displayed, click on the Register Credential button.

1. Fill in the necessary details as follows:

• Credential Name: Enter a name for the credential for your reference.

• Credential Type: Choose Freshservice as the credential type.

• Authentication Type: For authentication type, choose Basic.

• API Key: Enter your Freshservice API key.

• Password: Enter the associated password.

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

1. Click on the Save button.

Creating a Credential in Freshservice

1. Navigate to Admin → Automation & Productivity → Credentials.

1. Click on New Credential .

1. Freshservice API key authentication can be achieved by using basic auth with the following values.

Username: <API key>

Password: x

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: Enter the Freshservice instance URL (e.g., https://yourcompany.freshservice.com)

• 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.

If you select Change Requests, ReleaseOwl will only sync Change Requests from Freshservice. In the Change Requests section, you have two options:

1. Filter:

   • This allows you to define specific criteria to limit which change requests should be considered.

2. View:

• This could be an option to select a pre-defined view from Freshservice.

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.