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Advanced Freshservice Mapping and Customization

tip

This page covers advanced data mapping customization and XML file editing.

Custom Data Mapping​

Download the mapping.xml File​

  • From the Settings tab of the Configuration page, scroll down to the Schedule Synchronization section and click the Data Mapping button to reveal the custom mapping buttons.

  • Click the Download Default Mapping button to download the mapping.xml file. Customize the mapping between fields in Device42 and Freshservice by downloading, editing, and reuploading the mapping.xml file.

    Data-mapping buttons

View the Current Mapping​

  • Explore the mapped fields and their data types by selecting an asset type (for example, Devices) from the Data Mapping Chart. Scroll to the bottom of the page to view the mapping table.

    View current mapping

The mapping.xml File Structure​

Open the mapping.xml file in a text or code editor to view and edit the data mapping. Version 1.0 of the file has around 6010 lines. There are tasks for syncing data, tasks for syncing the relationships between Device42 CI types (by recreating them between the corresponding Freshservice types), and two cleanup tasks for deleting any assets or asset relationships from Freshservice that do not exist in Device42.

mapping.xml in VS Code

You can customize the data mapping between Device42 and Freshservice by modifying and adding to these tasks. Refer to The mapping.xml File Tasks table below for descriptions of the default mapping tasks, types, and their version requirements.

For example, the following <task> element copies product information from Device42 to Freshservice:

Click to expand the code block
<tasks>
    <task enable="true" name="Products" type="product" description="Copy Product info from Device42 to Freshservice" d42_min_version="16.19.00">
        <api>
            <target asset-type="Hardware"/>
            <resource
                doql="
                select distinct
                    view_vendor_v1.name as manufacturer,
                <!-- ... -->
                "
            />
        </api>
        <mapping key="name" doql-suffix=" where GREATEST(view_hardware_v2.last_changed, view_vendor_v1.last_changed, view_device_v2.last_changed) >'%s'">
            <field resource="name" source-type="string" target="name" target-type="string" max-length="255" escape="true"/>
            <field resource="manufacturer" source-type="string" target="manufacturer" target-type="string"
               not-null="true" set-space="true" min-length="1" max-length="255"/>
        </mapping>
    </task>

Let's take a closer look at the attributes and elements of the <task> elements so you can understand what to adapt or emulate to suit your particular case.

The <task> Element Attributes​

  • enable: You can turn off syncing for individual tasks by setting the enable attribute to false. For example:

    <task enable="false" name="Products" type="product" description="Copy Product info from Device42 to Freshservice" d42_min_version="16.19.00">

    Note that if you turn off a task that has asset or asset_relationship as its corresponding Freshservice type (for example, devices, business apps, and resources in Device42), you'll need to find and remove its corresponding query snippet in the Delete cleanup tasks. For an example, see this answer in the FAQ section.

  • name: You can edit the task name. Task names appear in the integration app's Data Mapping Chart.

  • type: Holds the Freshservice classification of the data. The valid types are:

    • product
    • asset
    • software
    • software_installation
    • asset_relationship
    • contract
    • contract_asset
    • component
    • deployment
    • service
    • daemon_set
    • stateful_set

  • description: You can write and edit a brief task description.

  • d42_min_version and d42_max_version: These attributes specify the minimum and maximum Device42 versions required to run a task. Tasks may have a maximum version, a minimum version, both, or neither. You can generally leave this out when creating new tasks.

The <task> Element Elements​

The <api> and <mapping> elements are nested in each task. Think of the <api> element as relating to Device42 data and the <mapping> element as relating to the Freshservice fields.

The <api> element contains:

  • <target>: This holds any additional asset-type classifications from Device42 and will be empty in most cases. For example, Hardware refers to the Hardware Model under which the details of physical devices are organized.
  • <resource>: This is the DOQL query used to fetch data from Device42.

The <mapping> element contains:

  • key: This is used to look the item up in Freshservice. It usually has name as its value.
  • doql-suffix: A query condition used to fetch data that has been updated since the last sync. Omitting this value results in a full data sync.

Typically, the first <field> represents the Device42 data returned from the query put in a field. The second <field> element describes the equivalent field in Freshservice.

  • resource: The same as the target value.
  • source-type: Not functionally critical; this provides the data type displayed on the integration app's Data Mapping Chart.
  • target: The Device42 field to be mapped to Freshservice. The Freshservice convention is to use the display name in snake case, occasionally with the ID of the asset type as a suffix. For example, memory_max_usage and memory_reservation_used. The sync process determines the ID. Please look up which target field names to use in the Freshservice API documentation.
  • escape: This is used on field elements where target="name". Some characters used in Device42 names aren't supported in Freshservice and need to be substituted. When creating a new task, you can set this to true but disable it if mismatching issues occur.
tip

Use our InsightsAI chat under Analytics > InsightsAI to interpret DOQL query snippets quickly in the context of the Device42 data tables.

Additional Matching Criteria for Updating Existing Items​

Some <task> elements in mapping.xml have a helper <matching> element for updating synched data that currently exists in Freshservice but may have slightly different name formats. For example, asset-type syncing tasks include the <matching> element to determine which query fields are used to match which asset attributes when trying to find a match. For example:

Click to expand the code block
<task enable="true" name="Devices" type="asset" description="Copy Servers from Device42 to Freshservice ..."> 
<!-- Device42 query -->
    <matching>
        <source-1 
                device42-id="device42_id" 
                name="name" 
                serial-number="serial_no" 
                uuid="uuid" 
                item-id="instance_id"
                mac-address="snmp_device_mac_address"
                imei-number="imei" 
        />
    </matching>
    <mapping ...>
    <!-- and so on... -->

Reupload the mapping.xml File​

Save the file and reupload it to Freshservice, using the Upload Custom Mapping button in the Settings tab of the Configuration page.

Custom mapping options in the Freshservice UI

The mapping.xml File Tasks​

Use this table to look up the mapping tasks in the mapping.xml file.

Each <task> element has the following Freshservice type, description, and (d42_min_version and d42_max_version) version attributes.

For a quick look at all the valid Freshservice types, see the The <task> Element Attributes section above.

description=type=d42_min_version=d42_max_version=
Copy Product info from Device42 to Freshserviceproduct16.19.00
Copy Product info from Device42 to Freshserviceproduct16.18.02
Copy Servers from Device42 to Freshservice using DOQL v2asset19.04.00
Copy Servers from Device42 to Freshservice using DOQL v2asset16.19.0019.03.99
Copy Servers from Device42 to Freshservice using DOQL v1asset16.18.02
Copy Softwares from Device42 to Freshservice using DOQLsoftware
Create Software Install from Software In Usesoftware_installation16.19.00
Create Software Install from Software In Usesoftware_installation16.18.02
Create Relationship from Service Communicationasset_relationship
Create Relationship from Business Appsasset_relationship
Copy Business Application from Device42 to Freshserviceasset16.19.00
Copy Business Application from Device42 to Freshserviceasset16.18.02
Create Relationship from Devices to Business Appsasset_relationship
Copy contract info from Device42 to Freshservicecontract
Create association between asset and contractcontract_asset
Copy Software Licensing info from Device42 to Freshservicecontract
Create relationship between Host and Virtual Machineasset_relationship
Create relationship between cluster and deviceasset_relationship
Copy AWS ALB from Device42 to Freshserviceasset19.04.00
Copy AWS Subnet from Device42 to Freshserviceasset19.04.00
Copy AWS Security Group from Device42 to Freshserviceasset19.04.00
Copy AWS VPC from Device42 to Freshserviceasset19.04.00
Copy AWS RDS from Device42 to Freshserviceasset19.04.00
Copy AZURE Subnet from Device42 to Freshserviceasset19.04.00
Copy Azure Disk from Device42 to Freshserviceasset19.04.00
Copy Azure Security Group from Device42 to Freshserviceasset19.04.00
Copy Azure Subscription from Device42 to Freshserviceasset19.04.00
Copy Azure Application Gateway from Device42 to Freshserviceasset19.04.00
Copy AWS EBS from Device42 to Freshserviceasset19.04.00
Copy AWS Key Pair from Device42 to Freshserviceasset19.04.00
Copy AWS S3 from Device42 to Freshserviceasset19.04.00
Copy AWS Public IP from Device42 to FreshServiceasset19.04.10
Copy Azure VPC from Device42 to Freshserviceasset19.04.00
Copy GCP Subnet from Device42 to Freshserviceasset19.04.00
Copy GCP VPC from Device42 to Freshserviceasset19.04.00
Copy GCP Disk from Device42 to Freshserviceasset19.04.00
Copy GCP Firewall Rules from Device42 to Freshserviceasset19.04.00
Copy CPU Parts from Device42 to Freshservice using DOQLcomponent
Copy RAM Parts from Device42 to Freshservice using DOQLcomponent
Copy Network Adapter from Device42 to Freshservice using DOQLcomponent
Copy Hard Disk Parts from Device42 to Freshservice using DOQLcomponent
Copy Mount Point(Logical Drive) from Device42 to Freshservice using DOQLcomponent
Copy Mount Point(Datastore) from Device42 to Freshservice using DOQLcomponent
Copy Printer Input Parts from Device42 to Freshservice using DOQLcomponent
Copy Printer Output Parts from Device42 to Freshservice using DOQLcomponent
Copy Printer Marker Parts from Device42 to Freshservice using DOQLcomponent
Copy Interface Component from Device42 to Freshservice using DOQLcomponent19.04.00
Copy GCP LB from Device42 to Freshserviceasset19.04.00
Copy Azure Images from Device42 to Freshserviceasset19.04.00
Copy Azure Network Interface from Device42 to Freshserviceasset19.04.00
Copy AWS Network Interface from Device42 to Freshserviceasset19.04.00
Copy GCP Network Interface from Device42 to Freshserviceasset19.04.00
Copy Azure Resource Group from Device42 to Freshserviceasset19.04.00
Copy AWS Image from Device42 to Freshserviceasset19.04.00
Copy Azure Public IP from Device42 to FreshServiceasset19.04.1019.04.99
Copy Azure Public IP from Device42 to FreshServiceasset19.05.00
Copy GCP Image from Device42 to Freshserviceasset19.04.00
Copy GCP BigQuery Table from Device42 to FreshServiceasset19.04.10
Copy Azure Key Vault from Device42 to Freshserviceasset19.04.00
Copy VMware VCenter Resource Pool from Device42 to Freshserviceasset19.04.10
Copy VMware VCenter Network from Device42 to Freshserviceasset19.04.10
Copy VMware VCenter Disk from Device42 to Freshserviceasset19.04.10
Copy VMware VCenter Datastore from Device42 to Freshserviceasset19.04.10
Copy VMware VCenter Datacenter from Device42 to Freshserviceasset19.04.10
Copy AWS K8 Pod from Device42 to FreshServiceasset19.04.10
Copy AWS K8s Namespace from Device42 to Freshserviceasset19.04.10
Copy AWS K8s Deployment from Device42 to Deploymentasset19.04.10
Copy AWS K8s Service from Device42 to Serviceasset19.04.10
Copy AWS K8s Daemon Set from Device42 to Daemon Setasset19.04.10
Copy AWS K8s Replica Set from Device42 to FreshServiceasset19.04.10
Copy AWS K8s Cron Job from Device42 to FreshServiceasset19.04.10
Copy GCP Public IP from Device42 to Freshserviceasset19.04.10
Copy AWS K8s Config Map from Device42 to Config Mapasset19.04.10
Copy AWS K8s Stateful Set from Device42 to Stateful Setasset19.04.10
Create Relationship from Azure Public IP to Azure Subscriptionasset_relationship19.05.00
Create Relationship from Azure Network Interface to Azure Subscriptionasset_relationship19.05.00
Create Relationship from Azure Subnet to Azure Subscriptionasset_relationship19.05.00
Create Relationship from Azure Public IP to Azure Resource Groupasset_relationship19.05.00
Create Relationship from Azure Network Interface to Azure Resource Groupasset_relationship19.05.00
Create Relationship from Azure Subnet to Azure Resource Groupasset_relationship19.05.00
Create Relationship from Azure Resources to Azure Subscriptionasset_relationship19.05.00
Create Relationship from Azure Resources to Azure Resource Groupasset_relationship19.05.00
Create Relationship from Azure Image to Azure VMasset_relationship19.05.00
Create Relationship from Azure Disk to Azure VMasset_relationship19.05.00
Create Relationship from Azure Network Interface to Azure VMasset_relationship19.05.00
Create Relationship from Azure Public IP to Azure VMasset_relationship19.05.00
Create Relationship from Azure VM to Azure Subnetasset_relationship19.05.00
Create Relationship from Azure VM to Azure Subscriptionasset_relationship19.05.00
Create Relationship from Azure VM to Azure Resource Groupasset_relationship19.05.00
Create Relationship from Azure VM ( netport ) to Azure Security Groupasset_relationship19.05.00
Create Relationship from Azure VM ( subnet ) to Azure Security Groupasset_relationship19.05.00
Create Relationship from Azure Network Interface to Azure Subnetasset_relationship19.05.00
Create Relationship from Azure Public IP to Azure Network Interfaceasset_relationship19.05.00
Create Relationship from AWS VM to AWS Diskasset_relationship19.05.00
Create Relationship from AWS VM to AWS Networkasset_relationship19.05.00
Create Relationship from AWS Network Interface to AWS Public IPasset_relationship19.05.00
Create Relationship from AWS Public IP to AWS VMasset_relationship19.05.00
Create Relationship from AWS VM to AWS Application LBasset_relationship19.05.00
Create Relationship from AWS VM to AWS Key Pairasset_relationship19.05.00
Create Relationship from AWS VM to AWS Subnetasset_relationship19.05.00
Create Relationship from AWS VM to AWS Security Groupasset_relationship19.05.00
Create Relationship from AWS Subnet to AWS Networkasset_relationship19.05.00
Create Relationship from AWS RDS to AWS Subnetasset_relationship19.05.00
Create Relationship from AWS Image to AWS VMasset_relationship19.05.00
Create Relationship from AWS K8s Namespace To AWS K8s Podsasset_relationship19.05.00
Create Relationship from AWS K8s Node To AWS K8s Podsasset_relationship19.05.00
Create Relationship from AWS K8s Daemon Set To AWS K8s Config Mapasset_relationship19.05.00
Create Relationship from AWS K8s Deployment To AWS K8s Replica Setasset_relationship19.05.00
Create Relationship from GCP Network Interface to GCP Public IPasset_relationship19.05.00
Create Relationship from GCP Network Interface to GCP VMasset_relationship19.05.00
Create Relationship from GCP Public IP to GCP VMasset_relationship19.05.00
Create Relationship from GCP Disk to GCP VMasset_relationship19.05.00
Create Relationship from GCP Image to GCP VMasset_relationship19.05.00
Create Relationship from GCP VM to GCP Security Groupasset_relationship19.05.00
Create Relationship from GCP Subnet to GCP VMasset_relationship19.05.00
Create Relationship from GCP Subnet to GCP Network Interfaceasset_relationship19.05.00
Sync Device42 VMWare Datacenter to Datastore relationshipasset_relationship19.05.00
Sync Device42 VMWare Datacenter to Virtual Machine relationshipasset_relationship19.05.00
Sync Device42 VMWare Datacenter to Host relationshipasset_relationship19.05.00
Sync Device42 VMWare Datacenter to Network relationshipasset_relationship19.05.00
Sync Device42 VMWare Datastore to Host relationshipasset_relationship19.05.00
Sync Device42 VMWare Datastore to Virtual Machine relationshipasset_relationship19.05.00
Sync Device42 VMWare Host to Virtual Machine relationshipasset_relationship19.05.00
Sync Device42 VMWare Network to Host relationshipasset_relationship19.05.00
Sync Device42 VMWare Network to Virtual Machine relationshipasset_relationship19.05.00
Sync Device42 VMWare Resource Pool to Virtual Machine relationshipasset_relationship19.05.00
Sync Device42 VMWare Resource Pool to Resource Pool relationshipasset_relationship19.05.00
Sync Device42 VMWare Virtual Machine to Disk relationshipasset_relationship19.05.00
Delete assets from Freshservice that do not exist in Device42asset
Delete asset relationships from Freshservice that do not exist in Device42asset_relationship19.04.99
Delete asset relationships from Freshservice that do not exist in Device42asset_relationship19.05.00

Syncing to Custom Field Names in Freshservice​

When creating a custom field in Freshservice that corresponds with a Device42 field, you need to set the target field in the XML file to match Freshservice naming conventions. Verify the correct field names via the Freshservice API endpoint before running the sync.

Field names in Freshservice are automatically generated according to the following conventions:

  • Using lowercase characters
  • Replacing spaces with underscores
  • Appending the asset type ID to the end of the field name (this suffix provides a means of verifying the field name, and is visible in the Freshservice interface but not required in the XML file)

For example, the custom field with the Used By label in Freshservice is represented internally as used_by_12345467, but you'll use used_by in the mapping.xml file.

Use the following steps to verify that the field name is correct:

  1. Navigate to the edit page for the asset type under the Freshservice Settings (if you need help locating the asset type's edit page, consult the Freshservice Assets page). Copy the asset type ID, which appears in the URL of the edit page.
  2. Open your browser to access the API endpoint. Replace <Freshservice-Instance> with your Freshservice instance and <Asset-Type-ID> with the asset type ID from the URL.
<Freshservice-Instance>/api/v2/asset_types/<Asset-Type-ID>/fields

  1. Search the returned JSON for the field label you are interested in to verify the field name.

    Business Application in Device42Business Application in Device42

Data Mapping FAQs​

This section answers some common questions about data mapping between Device42 and Freshservice. We're actively improving the integration and this documentation. Please contact support if you have technical questions, and use the Page Feedback button at the top of this page to leave feedback about the documentation.

Syncing a Custom Device42 Field to Freshservice (Overview)​

To add a custom field to Freshservice, modify the mapping.xml file and reupload it. You'll need to modify the <task> that's most closely related to the custom field you want to create.

Find an existing task with a query related to the field you want to map to Freshservice. For example, if you want to add a custom field about servers, inspect and modify the Copy Servers from Device42 to Freshservice using DOQL v2 task. Add new <field> elements (one for Device42 and one for Freshservice) to the <mapping> element of the <task>.

Depending on the custom field you want to add, you may have to modify the DOQL query in the <resource> element to fetch that data from Device42. If needed, use the InsightsAI chat under Analytics > InsightsAI to help you find the tables and fields you need to query.

If you can't find a task related to your custom field, you can create a new <task> element in the mapping.xml file.

How Do I Sync a Device42 Custom Field to Freshservice? (Detailed Steps)​

  1. First, create and add the new custom field in Device42. You can create a custom field for any CI type using either the UI or the API. In this example, we'll use the UI to create a custom field called Name in the Devices section of Custom Fields in the Main Appliance.

    Custom fields organized by CI type

    Create a Device custom field

  2. You should now see the custom field available for all device types. Navigate to the details page for one of your devices and set a value for the custom field. The example below shows the new Name field in the Custom Fields section for a Server device named centos-884163.device42.testing.

    Device custom field

  3. Next, add the new custom field to the mapping.xml file. Change the DOQL query in the Copy Servers from Device42 to Freshservice using DOQL v2 task to map the new custom field to Freshservice. (There are normally three types of task with different d42_min_version parameters; update the DOQL for each task type, in case you're using older or different versions.)

    DOQL changes to map a custom field

    Click to expand the code block
    -- The DOQL snippet pictured above:
    SELECT
        -- ... existing fields ...
        view_device_v2.details->>'used by' AS used_by,
        cf."Name" as cf_name
    FROM 
        view_device_v2
    LEFT JOIN 
        view_hardware_v2 
        ON view_device_v2.hardware_fk = view_hardware_v2.hardware_pk
    LEFT JOIN 
        view_device_custom_fields_flat_v2 cf 
        ON view_device_v2.device_pk = cf.device_fk
    LEFT JOIN 
        network_ip
        ON view_device_v2.device_pk = network_ip.device_fk
    LEFT JOIN 
        network_hw
        ON view_device_v2.device_pk = network_hw.device_fk

    Explanation of the DOQL changes:

    • The custom field Name is added to the SELECT statement. Syntax notes: You need to escape the double quotes (") by using the &quote; HTML entity. The greater-than (>) and less-than (<) symbols also need to be escaped. The equality operator works without special quotes. Please check existing DOQL for examples.
    • A LEFT JOIN is added because all custom fields in Device42 are stored in the {CI name}_custom_fields views. For example, the Devices CI is stored in view_device_custom_fields_flat_v2.

  4. Now it's time to map the custom field to Freshservice. Add a new <field> element in the <mapping> tag section of the XML file. You'll need to keep Freshservice open and follow the next step to get the exact Freshservice values to use in the new <field> element below.

    Add a new field element

    <!-- Custom Fields -->
    <field resource="cf_name" source-type="string" target="cf_name" target-type="string"
    target-header="Server" not-null="true" set-space="true" min-length="1" max-length="255"/>
    <!-- Custom Fields -->

    Explanation of the XML changes:

    • The resource= argument is set to the name of the custom field in Freshservice. The custom field name in this example is cf_name, which follows the Freshservice convention of using the display name (label) in snake case for the field name, occasionally with the ID of the asset type as a suffix. (See Syncing to Custom Field Names in Freshservice for more details).
    • The target-header= argument is set to the name of the CI properties section of the heading name under which the custom field will appear in Freshservice. In this case, target-header="Server" refers to the "Server Properties" heading — there's no need to use "Properties", as it's automatically added to every asset type.

  5. In the Freshservice Asset Types & Fields section, find the asset field to which you are mapping the Device42 custom field. In this case, our example device is of the Server type, so we find it under Hardware > Computer > Server.

    Custom field in Freshservice

  6. Now, edit the asset type by clicking on the pencil icon all the way on the right, as highlighted below in the screenshot of the Server asset type.

    Edit the Server asset type

    Set the 'target' directive to the Device42 field you are mapping to Freshservice.

    Label the custom field in the FS UI

  7. Finally, run the sync in Freshservice's Device42 integration app. You should end up with the custom field you created and set in Device42:

    Custom field in Freshservice

How Do I Change an Existing Mapping to Pull From a Different Device42 Field?​

In the <task> that corresponds with the Device42 field you want to pull from, change the resource and target attributes of the <field> elements in the <mapping> element.

Refer to The <task> Element Elements section for a description of the <field> element attributes.

How Do I Prevent a Relationship Between Two Device42 Asset Types From Syncing to Freshservice?​

You need to modify two <task> elements within the mapping.xml file.

  • In your mapping.xml file, find the <task> element that creates the relationship between the asset types you want to disable. Set the enable attribute from true to false to disable the relationship. For example:

    <task enable="false" name="Create relationship between cluster and device" type="asset_relationship" description="Create relationship between cluster and device">

  • Remove the corresponding relationship query from the last <task> with the attribute <description="Delete asset relationships from Freshservice that do not exist in Device42">, which is nested in the description="D42 AWS ALB to Freshservice AWS ALB"> <task> element.

    Task location in VS Code

    For example, if you want to disable the relationship between clusters and devices, remove the following query snippet from the <resource doql=" attribute:

Click to expand the code block
<task enable="true" type="asset_relationship" description="Delete asset relationships from Freshservice that do not exist in Device42">
            <api>
                <target
                        delete="true"/>
                <resource
                    doql="
                            <!-- ... other queries -->

                            <!-- remove or comment out this cluster and device relationship query -->

                            select 
                dc.name as dependent_device_name,
                format('Device-%s', dc.device_pk) as dependent_device_device42_id,
                            'Member of' as downstream_relationship,
                dp.name as dependency_device_name,
                format('Device-%s', dp.device_pk) as dependency_device_device42_id,
                            'Includes' as upstream_relationship
                            from view_devices_in_cluster_v1 dic
                            inner join view_device_v2 dp on dic.parent_device_fk = dp.device_pk
                            inner join view_device_v2 dc on dic.child_device_fk = dc.device_pk
                            where lower(dp.type) = 'cluster'
                        "
                />
            </api>

How Do I Troubleshoot Data Mapping and Syncing Issues?​

From Freshservice, go to Admin, search for apps, and click Manage Apps. Find the Device42 for Freshservice app, open the Settings dropdown, and select Edit settings. Under the Schedule Synchronization, click the Sync History button and click on a row to view details of the errors.

Data mapping and syncing error

To download the full logs, scroll down and click the Download Full Log button in the lower-left corner of the text area.

Examples of Changing the mapping.xml File for Specific Use Cases​

This section provides specific examples of how to edit the mapping.xml file to change the data synced from Device42 to Freshservice.

The line estimates in the examples are based on the default version 1.0 of the mapping.xml file and won't match your file exactly if you've customized the sync or used an updated version.

Example 1: How Can I Stop the Sync From Importing Contracts From Device42 to Freshservice?​

In the mapping.xml file, do a text search for tasks containing the word contract in their description attribute. You can also search for contract-related tasks in The mapping.xml File Tasks table.

Set the enable attribute to false on those <task> elements:

  1. Find the task with the description Copy contract info from Device42 to Freshservice (around line 2372):

    Line 2372

    Change enable="true" to enable="false":

    <task enable="false" name="Copy contract info from Device42 to Freshservice" type="contract" description="Copy contract info from Device42 to Freshservice">

  2. Find the Create association between asset and contract task (around line 2413):

    Line 2413

    Change enable="true" to enable="false":

    <task enable="false" name="Device Contract Associations" type="contract_asset" description="Create association between asset and contract">

  3. If you want to disable Software Licensing from being synced, find the Copy Software Licensing info from Device42 to Freshservice task (around line 2437):

    Line 2437

    Change enable="true" to enable="false":

    <task enable="false" name="Software Licensing" type="contract" description="Copy Software Licensing info from Device42 to Freshservice">

  4. Save the file and reupload it to Freshservice using the Upload Custom Mapping button. The Contracts option will no longer appear in the Data Mapping Chart box

    Data Mapping Chart

  5. Run a partial sync to confirm that contract items are no longer being synced, or wait until the scheduled sync runs.

Example 2: How Do I Prevent Software Imports From Syncing to Freshservice?​

In the mapping.xml file, do a text search for tasks that contain the word software in their description attribute. You can also search for contract-related tasks in the The mapping.xml File Tasks table.

Set the enable attribute to false on those <task> elements:

  1. Find the task with the description Copy Softwares from Device42 to Freshservice using DOQL (around line 2087).

    Line 2087

    Change enable="true" to enable="false":

    <task enable="false" name="Software" type="software" description="Copy Softwares from Device42 to Freshservice using DOQL">

  2. There are two Create Software Install from Software In Use tasks; one with a d42_min_version attribute and one with a d42_max_version. Set the enable attribute to false on both of them:

    • The first task is around line 2102:

    Line 2102

    Change enable="true" to enable="false":

    <task enable="false" name="Software In Use" type="software_installation" description="Create Software Install from Software In Use" d42_min_version="16.19.00">
    • The second task is around line 2172:

    Line 2172

    Change enable="true" to enable="false":

    <task enable="false" name="Software In Use" type="software_installation" description="Create Software Install from Software In Use" d42_max_version="16.18.02">

  3. Software Licensing from Device42 syncs to contract in Freshservice. Find and disable the Copy Software Licensing info from Device42 to Freshservice task (around line 2437):

    Line 2437

    Change enable="true" to enable="false":

    <task enable="false" name="Software Licensing" type="contract" description="Copy Software Licensing info from Device42 to Freshservice">

  4. Save the file and reupload it to Freshservice with the Upload Custom Mapping button.

  5. Run a partial sync to confirm that software items are no longer being synced, or wait until the scheduled sync runs.

    • Go to Assets > Software in the integration app. The page is populated before you disable software imports:

    Software before

    • After you've disabled software imports, the page will be empty:

    Software after

Example 3: How To Ensure Device42 Correctly Updates the Hardware asset_state​

By default, Device42 does not update asset_state values in Freshservice (in Device42, the field is called in_service).

The mapping file includes <field> elements with asset_state as the target. The skip-update attribute is set to "true" to prevent the overwriting of values that may trigger Freshservice workflow automations.

If you want Device42 to update asset_state values, set skip-update to "false". There are three <field> elements to update in version 2.0 of the default mapping.xml file:

  1. Find the attribute on line 493 (for DOQL v2).

    Line 493 of mapping.xml

    Change skip-update to "false":

    Click to expand the code block
    <field resource="in_service" source-type="boolean" target="asset_state" target-type="string"
    target-header="Hardware" skip-update="false">
        <value-mapping default="Retired">
            <item key="true" value="In Use"/>
        </value-mapping>
    </field>

  2. Find the attribute on line 1302 (also for DOQL v2).

    Line 1302 of mapping.xml

    Change skip-update to "false":

    Click to expand the code block
    <field resource="in_service" source-type="boolean" target="asset_state" target-type="string"
        target-header="Hardware" skip-update="false">
        <value-mapping default="Retired">
            <item key="true" value="In Use"/>
        </value-mapping>
    </field>

  3. Find the attribute on line 1878 (for DOQL v1).

    Line 1878 of mapping.xml

    Change skip-update to "false":

    Click to expand the code block
    <field resource="in_service" source-type="boolean" target="asset_state" target-type="string"
        target-header="Hardware" skip-update="false">
        <value-mapping default="Retired">
            <item key="true" value="In Use"/>
        </value-mapping>
    </field>