Setup step 3: Create Automators in Freshservice

Data exchange between Freshservice and SIGNL4 is driven by Freshservice Automators. They control the following integration elements:

• Automator 1: Which tickets should be forwarded to SIGNL4 and when exactly?
• Automator 2: How should tickets change when their Signl is acknowledged in SIGNL?
• Automator 3: How should tickets change when their Signl is closed in SIGNL?
• Automator 4: Which ticket updates in Freshservice should acknowlegde its earlier created Signl?
• Automator 5: Which ticket updates in Freshservice should close its earlier created Signl?

Automator 1, 4 and 5 each contain a webhook action which sends an event to the Freshservice connector app on events or criteria configured in the according Automator. The connector app in SIGNL4 can then either trigger a new Signl or update existing ones.

Automator 2 and 3 are triggered by a specific note that is added to a ticket when its Signl is either acknowledged or closed. These Automators then typically have ticket status updates as actions but you may add further ticket changes to these Automators.

Note that the owner assignment is not controlled by any Automator and done by the connector app itself via the REST API if enabled in the connector app configuration.

Follow the below steps carefully to create all Ticket Automators in your Freshservice environment.

Automator 1 - Forward to SIGNL4

In Freshservice, navigate to Admin -> Workflow Automator and then create a new Ticket Automator with the name "Forward to SIGNL4".

Now setup its workflow exactly as it is displayed in this image but by using your SIGNL4 Freshdesk connector webhook URL that you have created as part of setup step 2.

Use this JSON as body for the webhook:

{
"ticket_id": "{{ticket.id_numeric}}"
}

Note: If you want to further filter which tickets are forwarded, fell free to insert a condition action between the trigger and the webhook action.

Automator 2: Was acknowledged in SIGNL4

In Freshservice, navigate to Admin -> Workflow Automator and then create a new Ticket Automator with the name "Was acknowledged in SIGNL4".

Now setup its workflow exactly* as it is displayed in this image.

*Note: Feel free to change the actions that follow the condition in the workflow according to your use case needs.

Automator 3: Was closed in SIGNL4

In Freshservice, navigate to Admin -> Workflow Automator and then create a new Ticket Automator with the name "Was closed in SIGNL4".

Now setup its workflow exactly* as it is displayed in this image.

*Note: Feel free to change the actions that follow the condition in the workflow according to your use case needs.

Automator 4: Auto acknowledge in SIGNL4

In Freshservice, navigate to Admin -> Workflow Automator and then create a new Ticket Automator with the name "Auto acknowledge in SIGNL4".

Now setup its workflow exactly as it is displayed in this image but by using your SIGNL4 Freshdesk connector webhook URL that you have created as part of setup step 2.

Use this JSON as body for the webhook:

{
"ticket_id": "{{ticket.id_numeric}}",
"x-s4-status": "Acknowledged"
}

Automator 5: Auto close in SIGNL4

In Freshservice, navigate to Admin -> Workflow Automator and then create a new Ticket Automator with the name "Auto close in SIGNL4".

Now setup its workflow exactly as it is displayed in this image but by using your SIGNl4 Freshdesk connector webhook URL that you have created as part of setup step 2.

Use this JSON as body for the webhook:

{
"ticket_id": "{{ticket.id_numeric}}",
"x-s4-status": "Resolved"
}