Device42 Freshservice Integration

Requirements

• Device42 version 16.12.00+
• Freshservice agent account with access to the Freshservice Marketplace
• Freshservice API token

Note on Freshworks API

The Freshservice API, by default, is limited to 1000 API calls per hour. To process a single asset, multiple API calls are made. While we do our best to work with the default limit, if for any reason sync times are inconvenient, please contact Freshworks to increase your API limit. They will increase this limit but on a need case basis.

Get Freshservice API Token

To setup the Freshservice integration with Device42, you need a Freshservice API. This API token is used to import devices and software items into Freshservice and also create relational mappings between them.

1. To retrieve the Freshservice API token login to your Freshservice dashboard with an agent profile.
2. Select the logged in user profile in the top right corner of the page and navigate to profile settings
3. Your API token will be displayed on the right side of the page. Copy this code to use later to setup your integration in Device42.

Add the Freshservice Token to Device42 Secrets

1. Select Secrets from the Device42 menu bar.
2. Click Add Password on the top right of the Select Password to view page.
3. Enter a name for the API token in the Username field. This can be any value, but remember you’ll use it to create the integration later.
4. Enter the Freshservice API token in the Password field. Ensure that there are no white spaces or new line characters before and after this API token.
5. Finally, save the API token by clicking Save at the bottom right of corner of the page.

Setup Integration in Device42

1. Select Tools > Integrations > External Integrations from the menu bar.
2. Click Add External Integration at the top right of the page.
3. Enter the required fields on the page starting with your Freshservice URL (e.g., https://demo-instance.freshservice.com/).
4. From the Type drop-down, field select the Freshservice option.
5. For the Token field, select the magnifying glass and select the secret containing your Freshservice API token.
6. After you enter all of the required fields,  copy the Verification Token displayed on the page. You’ll use this later to install the Device42 Freshservice App.
7. Click Save at the bottom right corner of the page.

Installing the Device42 Integration App on Freshservice

To use the Device42 integration application on your Freshservice instance, you first need to install it.

1. Navigate to the Settings page from the Freshservice dashboard.
2. From here, navigate to the Apps section from the Helpdesk Productivity section. If you don’t see this option on your Freshservice instance, ensure that you are logged in using an administrative account.
3. On the Apps page, click the Get More Apps button.

• Search for Device42. You will see an application similar to the one listed. If there is more than one application listed for Device42, ensure you select the one with the name Device42 For Freshservice and that it gives you the option to Install the application. If the application install button says Visit site to install, then close the window and select the other Device42 application.

1. After selecting the Install button you will be taken to a settings page where you will be asked to enter your Freshservice Domain Name (this is the part of your Freshservice URL between “https://” and “.freshservice.com”), a Cloud Connector as well as a Verification Token in order to proceed with the installation.
2. Enter the required fields. The Cloud Connector will be either connect.device42.net or connect-eu.device42.net. If you are unsure of which of the two to choose, navigate to Tools > Settings > Global Settings and scroll to the bottom section of the page that says External Integration Settings. The Cloud Connector listed will determine which of the two Cloud Connectors you choose. If this is not the case, please contact Device42 Support and we will be happy to help you set up your Device42 to work with integrations.
3. Once the required fields are entered, click the Install button on the bottom right of the window.

Freshservice Default Approver Section Added

With new versions of Freshservice, a default approver is a new required field and should now be selected and set in the new section of D42 Freshservice Application.

Setting up Scheduled Syncs and Running Manual Syncs

Setting up and running syncs in Freshservice with the Device42 application is a very effective way of moving your discovered data from Device42 to other platforms such as Freshservice. Our integration with Freshservice is meant to make this process as easy as possible by integrating directly with Freshservice and eliminating the need to set up environments and run scripts externally.

Scheduled Sync

Setting up scheduled sync is quick and easy with the Device42 application.

1. Navigate to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard.
2. Under your installed applications, you will see the Device42 application. Select the settings icon for the application
3. In the application settings page you will now see an additional configurable option. To use the scheduled sync option, ensure that you select the checkbox and choose your desired time to run scheduled syncs. The scheduled sync will run daily at your specified time and is used to bring in new CIs as well as update existing ones within Freshservice.
4. Select Save to apply these scheduled sync settings.

Manual Sync

If you do not want to create a scheduled sync job, you can run syncs manually.

1. Navigate to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard.
2. Under your installed applications, you will see the Device42 application. Select the settings icon for the application.
3. Select the Manual Sync button displayed on the page. This will expand and show a panel which allows you to run 2 different types of syncs, as well as stop the currently running sync.

• Full Sync – Sync all items from D42 to Freshservice regardless of when that item was added or updated in D42.
• Partial Sync – Sync items that have changed in D42 (either added or updated) since the time of the last successful sync.

View Sync History

Viewing synchronization history is useful for debugging issues as well as seeing the number of devices brought into Freshservice.

1. Navigate to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard
2. Under your installed applications, you will see the Device42 application. Select the settings icon for the application
3. From the displayed options, select Sync History. From here you can view previous synchronizations as well as currently running ones. You can select a row from the sync history table to view logs (if any) associated with it.

Note: The displayed text is limited to ~4000 characters.

To download full logs, use the Download Full Log button located at the lower-left corner of the text area.

Full Sync Forced Upon Certain Upgrades

A full sync will be forced upon certain upgrades to get all the new data from D42; this will appear as a full upgrade instead of incremental in the synchronization history type when there’s a scheduled synchronization or you run a Partial Sync. This will occur once until a successful sync is performed.

Data Types Transferred from D42 to Freshservice

New Contract Type “Warranty” Added

Now warranties from D42 will sync correctly with type “Warranty” appearing under the contract type, “Service” and other types will still fall under the “Maintenance” category.

Software Licensing Now Syncs to Contracts

Users are now able to sync software licensing info in D42 to contracts in Freshservice.

If the licensing information is available on both device – Purchase line item (type = software licensing) and Software Component page, then the Purchase line item is considered during the sync.

Business Apps Can Now Be Synced

Users are now able to sync business apps from D42 to business services in Freshservice.  A business service is an asset type in Freshservice. Business app relationships are also available.

Sync Purchase Line Items to Contracts

Users are now able to sync device purchase line items in D42 to contracts in Freshservice.

If purchase line item in D42 is of type ‘Lease’ it will end up as “Lease” contract type in Freshservice as well. Everything other than ‘Lease’ will go into ‘Maintenance’ Type, e.g., “Service”.

Data Mapping UI Has Been Updated

New mapping types are now visible on the Data Mapping Chart screen, the user should start seeing new type of information such as Warranties, Licenses, Business Apps, etc., wherein before the user would only see Devices & Software mapping types.

View Current Data Mappings

1. Navigate to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard.
2. Under your installed applications, you will see the Device42 application. Select the settings icon for the application
3. From the displayed options select the Data Mapping button. From here you can view what fields from Device42 are mapped to Freshservice for the device and software items.

View Mapped and Unmapped Data for Specific Assets

We understand that there are some fields within Device42 that may not easily translate to a field within Freshservice. We’ve added the ability to view these fields to eliminate the need to navigate between applications so that you may view all required fields from one simple location. To view mapped and unmapped data for a device within Freshservice, follow the steps below.

1. Navigate to Assets > Inventory from the Freshservice Dashboard.
2. On the inventory screen, select the asset that was imported from Device42 that you want to view mapped and unmapped data for.
3. On the right panel of the page, you will see the Device42 application. Click this to expand the application.
4. Once this window is expanded, click the View Device42 Data button

• A window will open and both mapped and unmapped data for the current device will be displayed.

• If you close this and select the View Asset in Device42, you will be redirected to the asset in Device42.

Known Issues

If devices in Device42 have duplicate serial numbers, only one of these devices will be successfully synced to Freshservice. The rest will fail to be synced and the overall sync status will be set to failed. This is due to Freshservice not allowing assets with duplicate serial numbers. In the sync log of the Device42 Freshservice app, you will see an error like the following:

Error (HTTP POST (api/v2/assets/) Error 400: {"description":"Validation failed","errors":[{"field":"serial_number","message":" must be unique","code":"invalid_value"}]}