Flint achieves seamless integration with Freshservice desk by utilizing the work-flow automators which contain webhook, API calls to services defined on the Flint portal, these services then call the Flintbits which perform the requested operations.
Freshservice has the functionality to create workflow automators which are utilized by Flint for integration with Freshservice. We can create multiple workflows to trigger multiple services from Flint portal.
Figure 1: Flint has defined Freshservice workflow automators, to integrate Flint with Freshservice
These workflow automators are triggered when a service request is made. The second component which defines the workflow automator, is the condition(it defines the conditions after which the workflow automator will be triggered). Once the user-defined condition is satisfied, the third component is triggered i.e. the API call to the Flint portal service is made and a service request is raised on the Flint portal.
Workflow Automator Set-up
Workflow automators can be defined through Freshservice desk account under the Admin settings as highlighted in the screenshot below. Click on “Workflow Automator”.
Figure - 2: Administrator Home, where workflow automator is present
Next, click on “New Automator” on the top right corner and select the appropriate option as required.
Figure - 3: Automator for a new ticket in Freshservice
Once a new automator is created, enable it and click on it. It will appear as below -
Figure - 4: Ticket automator configuration as in Freshservice
Next, drag and drop the amber-coloured “Condition” widget between the webhook (blue-colored) and raised service request (green-colored) activities.
Figure - 5: Conditions for the use-case - Active Directory password reset
Next, we configure the webhook which will contain the API call to the Flint portal service which will be triggered once the condition defined in the previous step, is satisfied.
Figure - 6: Defining the action to be taken once condition is satisfied
Call-back URL Structure
|Tenant Service URL||https://freshworks.flintcloud.io/api/v1/services/run/|
|Flint Service ID (UID)||/UID|
|Flint Secret Key||/flint_secret_key/<secret-key>|
Flint Service ID(UID) can be observed on the Flint portal, under 'Administration' and 'Services' section on the left pane. The Flint portal service with this UID will be triggered after the Freshservice workflow automator conditions (defined above) are satisfied.
Flint Secret Key is appended to the call back URL in the following format:
The <secret-key> can be generated on the Flint portal under user profile.
Figure - 8: Flint API Secret Key Generation
The final Callback URL call will look as in below screenshot -
Figure - 9: API call to Flint portal service via Callback URL
Here is a brief video tutorial on how to set-up a new Workflow Automator on Freshservice - Freshservice Workflow Automator