Using the Freshservice Integration

tip

This page covers the usage and operations of the Freshservice integration.

• For initial setup and installation instructions, see Setting Up the Device42 Freshservice Integration.
• See Advanced Freshservice Mapping and Customization for instructions and examples on modifying the default sync.

Using the Integration App

Configure the Device42 for Freshservice app to sync data from Device42 to Freshservice and view and edit the fields mapped between Device42 and Freshservice.

Find the Settings Tab

Make your way to the Settings tab, located on the configuration page of the Device42 integration app:

1. Click the ellipsis menu (located at the bottom of the left panel) and select Admin (1). Enter apps in the "Search admin" search bar to quickly bring up the Apps option.

2. From the Apps page, click Manage Apps.

3. Under the Installed Apps tab, find the Device42 for Freshservice app and select Settings > Edit settings (2).

   

Run the Data Synchronization

Data synchronization (sync) imports new CIs and updates the existing ones within Freshservice. Locate the synced data under Assets > Inventory in Freshservice.

You can schedule a daily sync and run the sync immediately. We recommend that you run a full sync after installing the integration app.

From the Settings tab, scroll down to the Schedule Synchronization section.

To automatically fetch data from Device42 daily, check the Use Schedule checkbox and enter a Sync Time (UTC) at which to perform the sync.

To run the sync immediately, click the Manual sync button to reveal the options:

• Select Run Full Sync (blue button) to sync all items from Device42 to Freshservice, regardless of when the items were added or updated in Device42.
• Select Run Partial Sync (green button) to sync only the items that have been changed in Device42, either added or updated, since the last successful sync.

View Sync History Logs

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.

The synchronization history is useful for debugging issues and seeing the number of devices brought into Freshservice. You can view the previous and currently running syncs.

Select a row from the sync history table to view the logs associated with it (if there are any). The displayed text is limited to 4,000 characters.

Scroll down to view error messages and other details.

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

note

A full sync will be forced during upgrades to get new data from Device42. The sync history type will be listed as a full upgrade instead of an incremental one until a successful sync has been performed.

View Mapped and Unmapped Data for Specific Assets

We understand that some fields within Device42 may not easily translate to fields within Freshservice. We've added the ability to view these fields from one location, eliminating the need to navigate between applications. To view the mapped and unmapped data for a device within Freshservice, follow the steps below.

1. Navigate to Assets > Inventory from the Freshservice dashboard. On the Inventory screen, select the asset (imported from Device42) for which you want to view mapped and unmapped data.

   

2. On the right panel of the page, under Apps, you will see the Device42 application. Click the box to expand it and click the View Device42 Data button.

   

3. A window will open, and the current device's mapped and unmapped data will be displayed.

   

4. Click View Asset in Device42 to be redirected to the asset in Device42.

   

Data Types Transferred From Device42 to Freshservice

D42 Data Type	Freshservice Type (General)	Type (Specific)
Device with physical type and Laptop subtype	Assets/Inventory	Laptop
Device with physical type and WorkStation subtype	Assets/Inventory	Desktop
Device with physical type and Network Printer subtype	Assets/Inventory	Printer
Device with physical type and Router subtype (this is not a built-in subtype and would need to be created by the user)	Assets/Inventory	Router
Device with physical type and Firewall subtype (this is not a built-in subtype and would need to be created by the user)	Assets/Inventory	Firewall
Device with OS of F5 or NetScaler	Assets/Inventory	Load Balancer
Device with Network Device flag set	Assets/Inventory	Switch
Device with physical type and Windows Server OS	Assets/Inventory	Windows Server
Device with physical type and Unix or Linux OS	Assets/Inventory	Unix Server
Device with physical type and AIX OS	Assets/Inventory	AIX Server
Device with physical type and SunOS or Solaris OS	Assets/Inventory	Solaris Server
Device with Virtual/Container Host flag set and ESXi OS	Assets/Inventory	VMware VCenter Host
Device with Virtual/Container Host flag set	Assets/Inventory	Host
Device with virtual type and VMWare subtype	Assets/Inventory	VMware VCenter VM
Device with virtual type and Amazon EC2 Instance subtype	Assets/Inventory	AWS VM
Device with virtual type and Azure Virtual Machine subtype	Assets/Inventory	Azure VM
Device with physical type and does not match one of the more specific asset types above	Assets/Inventory	Server
Device with virtual type and does not match one of the more specific asset types above	Assets/Inventory	Virtual Machine
Device that doesn't match one of the more specific asset types above	Assets/Inventory	Computer
Business Applications	Assets/Inventory	Business Service
Software	Assets/Software	Desktop
PO Line Item/Contract Type: Warranty	Assets/Contracts	Warranty
PO Line Item/Contract Type: BASE (IBM & Lenovo vendors)	Assets/Contracts	Warranty
PO Line Item/Contract Type: UPGRADE (IBM & Lenovo vendors)	Assets/Contracts	Warranty
PO Line Item/Contract Type: Lease	Assets/Contracts	Lease
PO Line Item/Contract Type: Service and all others	Assets/Contracts	Maintenance
Software Licensing (only for managed software and can come from software or the PO line item)	Assets/Contracts	Software License
Business Applications Device to Device relationship	Relationships between assets	Sends Data To / Receives Data From
Business Application to Device Relationships	Relationships between assets	Hosted On / Hosts
Application Group Device to Device Relationships	Relationships between assets	Depends On / Used By
VM to Host Relationships	Relationships between assets	Virtualized by / Virtualizes

Mandatory Attributes Required From Device42 During Sync

The following attributes are required from Device42 during the sync process:

Entity	Mandatory Fields
Asset	Name, Asset_type_id, Product_id
Software	Name, Application_type
Contract	Name, Contract_id, Contract_type
Software Installation	Application_id, Asset_id
Relationships	Relationship_type_id, Primary_id, Secondary_id
Vendors	Name
Products	Name, Asset_type_id
Component Entities
Processor	Manufacturer, Model
Memory	Manufacturer, Model
Network Adapter	Manufacturer, Model, Mac_address
Hard Disk	Capacity, Model
Logical Drive	Drive_name
Datastore	Name, Capacity
Interface	Name, Type
Input Units	Name, Type
Output Units	Name, Type
Marker Supply Units	Name, Type

Freshservice Contract Types

Navigate to Assets > Contracts in Freshservice to view the available contract types.

Freshservice contract types are mapped from Device42 types as follows:

The Contract Type dropdown in Freshservice displays the available contract types:

Freshservice Contract Type	Corresponding Device42 Type
Lease	Purchase Line Item type: Lease
Warranty	Purchase Line Item type: Warranty
Maintenance	Purchase Line Item types: Service, In-Service, Subscription, (none)
Software License	Software Licensing

Sync Purchase Line Items Types to Contracts

In Device42, a Purchase Line Item is an individual entry associated with a larger Purchase (located under Infrastructure > Purchases). Contract Purchase Line Item sub-types include Lease, Warranty, Subscription, Service, and In-Service. The sub-type (None) is used for unspecified types:

The Purchase Line Item Lease and Warranty contract types map to the Freshservice Lease and Warranty types. The other Purchase Line Item contract types (Service, In-Service, Subscription, and (None)) are assigned to the Freshservice Maintenance type.

For example, this Purchase Line Item with an unspecified contract type in Device42 is synced to Freshservice as a Maintenance contract:

• Purchase Line Item in Device42:

  

• Synced Maintenance Contract in Freshservice:

  

The Warranty Contract Type in Freshservice

Warranty information from Device42 is brought into Freshservice, with Warranty as the Contract Type.

• Warranty items in Device42:

  

• Warranty items synced to Freshservice:

  

Software Licensing Syncs to Contracts

Software Licensing contracts in Device42 are synced to Freshservice as Software License contracts when a Software Component has an associated Purchase Line Item or License Count that is not null (empty).

Syncing Business Applications to Freshservice

Using the default mapping, Business Applications in Device42 are synced to Freshservice as the Business Service asset type. The Business Application relationships are also synced.

• In Freshservice, navigate to Assets > Inventory (1) and select Business Service as the Asset Type (2) to view the synced Business Applications. Click on an item to view its details.

  

• Click Relationships to see a Mini map of the selected Business Service.

  

• When viewing the full map, you can select the Level of Relationships to display.

  

The example Business Service in Freshservice above looks like this as a Business Application in Device42:

Deleting the Freshservice External Integration

Before deleting the Freshservice external integration in Device42 or making changes to your Cloud Services configuration, first uncheck the Enable Freshworks SSO option in the Appliance Manager, under Global Settings > SAML/SSO Settings.