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 running 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

This table maps Device42 data types to their corresponding categories in Freshservice

Device42 Data Type	Freshservice Type (General)	Type (Specific)
Device with physical type and Laptop subtype or hardware name containing "macbook"	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 fw_device_type of printer	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 fw_device_type of router	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 fw_device_type of firewall	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 fw_device_type of switch	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
Device with K8s node type	Assets/Inventory	AWS K8s Node
Device with physical type and tablet subtype or hardware name containing "ipad"	Assets/Inventory	Tablet
Device with physical type and mobile subtype or hardware name containing "iphone"	Assets/Inventory	Mobile
Device with physical type (non-laptop) and IMEI number	Assets/Inventory	Mobile
Device with physical type and access point subtype	Assets/Inventory	Access Point
Device with fw_device_type of access point	Assets/Inventory	Access Point
Device with virtual type and VMware subtype and is template	Assets/Inventory	VMware VCenter Image
Device with virtual type and GCE subtype	Assets/Inventory	GCP VM
Device with virtual type and Azure Load Balancer service	Assets/Inventory	Azure LB
Business Applications	Assets/Inventory	Business Service
Resource with category of ALB	Assets/Inventory	AWS LB
Resource with category of Subnet	Assets/Inventory	AWS Subnet
Resource with category of Security Group	Assets/Inventory	AWS Security Group
Resource with category of VPC	Assets/Inventory	AWS VPC
Resource with category of RDS	Assets/Inventory	AWS RDS
Resource with category of Azure Subnet	Assets/Inventory	Azure Subnet
Resource with category of Azure Disk	Assets/Inventory	Azure Disk
Resource with category of Azure Security Group	Assets/Inventory	Azure Security Group
Resource with category of Azure Subscription	Assets/Inventory	Azure Subscription
Resource with category of Azure Application Gateway	Assets/Inventory	Azure Application Gateway
Resource with category of Azure Network Interface	Assets/Inventory	Azure Network Interface
Resource with category of AWS Network Interface	Assets/Inventory	AWS Network Interface
Resource with category of GCP Network Interface	Assets/Inventory	GCP Network Interface
Resource with category of Azure Resource Group	Assets/Inventory	Azure Resource Group
Resource with category of Azure Image	Assets/Inventory	Azure Image
Resource with category of AWS Image	Assets/Inventory	AWS Image
Resource with category of GCP Load Balancer	Assets/Inventory	GCP LB
Resource with category of EBS	Assets/Inventory	AWS Disk
Resource with category of Key Pair	Assets/Inventory	AWS Key Pair
Resource with category of S3	Assets/Inventory	AWS S3 Bucket
Resource with category of Public IP	Assets/Inventory	AWS Public IP Address
Resource with category of Azure VPC	Assets/Inventory	Azure VPC
Resource with category of GCP Subnet	Assets/Inventory	GCP Subnet
Resource with category of GCP VPC	Assets/Inventory	GCP VPC
Resource with category of GCP Disk	Assets/Inventory	GCP Disk
Resource with category of Azure Public IP	Assets/Inventory	Azure Public IP Address
Resource with category of GCP Image	Assets/Inventory	GCP Image
Resource with category of GCP BigQuery Table	Assets/Inventory	GCP BigQuery Table
Resource with category of Azure Key Vault	Assets/Inventory	Azure Key Vault
Resource with category of VMware Resource Pool	Assets/Inventory	VMware VCenter Resource Pool
Resource with category of VMware Network	Assets/Inventory	VMware VCenter Network
Resource with category of VMware Disk	Assets/Inventory	VMware VCenter Disk
Resource with category of VMware Datastore	Assets/Inventory	VMware VCenter Datastore
Resource with category of VMware Datacenter	Assets/Inventory	VMware VCenter Datacenter
Resource with category of K8s Pod	Assets/Inventory	AWS K8s Pod
Resource with category of K8s Namespace	Assets/Inventory	AWS K8s Namespace
Resource with category of K8s Deployment	Assets/Inventory	AWS K8s Deployment
Resource with category of K8s Service	Assets/Inventory	AWS K8s Service
Resource with category of K8s Daemon Set	Assets/Inventory	AWS K8s Daemon Set
Resource with category of K8s Replica Set	Assets/Inventory	AWS K8s Replica Set
Resource with category of K8s Cron Job	Assets/Inventory	AWS K8s Cron Job
Resource with category of GCP Public IP	Assets/Inventory	GCP Public IP Address
Resource with category of K8s Config Map	Assets/Inventory	AWS K8s Config Map
Resource with category of AWS K8s Job	Assets/Inventory	AWS K8s Job
Resource with category of K8s Stateful Set	Assets/Inventory	AWS K8s Stateful Set
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
PO Line Item/Contract Type: Support	Assets/Contracts	Support
Business Applications Device to Device relationship	Relationships between assets	Connected to/Connected to
Business Application to Device Relationships	Relationships between assets	Hosted On / Hosts
Topology Device to Device Relationships	Relationships between assets	Connected to/Connected to
Relationship between Host and Virtual Machine	Relationships between assets	Virtualized by / Virtualizes
Relationship between cluster and device	Relationships between assets	Member of/Includes
AWS RDS to AWS Subnet relationship	Relationships between assets	Contains/Contained By
AWS RDS to AWS VPC relationship	Relationships between assets	Contains/Contained By
AWS Image to AWS VM relationship	Relationships between assets	Provisioned From/Provisioned
AWS K8s Namespace To AWS K8s Pod relationship	Relationships between assets	Contains/Contained By
AWS K8s Node To AWS K8s Pods relationship	Relationships between assets	Contains/Contained By
GCP Network Interface to GCP Public IP relationship	Relationships between assets	Has/Is Attached To
GCP Network Interface to GCP VM relationship	Relationships between assets	Has/Is Attached To
GCP Disk to GCP VM relationship	Relationships between assets	Has/Is Attached To
GCP VPC to GCP VM relationship	Relationships between assets	Contains/Contained By
GCP VPC to GCP Security Group relationship	Relationships between assets	Contains/Contained By
GCP Subnet to GCP VM relationship	Relationships between assets	Contains/Contained By
GCP VPC to GCP Subnet relationship	Relationships between assets	Contains/Contained By
VMWARE Datacenter to Datastore relationship	Relationships between assets	Contains/Contained By
VMWARE Datacenter to Virtual Machine relationship	Relationships between assets	Contains/Contained By
VMWARE Datacenter to Host relationship	Relationships between assets	Contains/Contained By
VMWARE Datacenter to Network relationship	Relationships between assets	Contains/Contained By
VMWARE Datastore to Host relationship	Relationships between assets	Used By/Uses
VMWARE Datastore to Virtual Machine relationship	Relationships between assets	Provides storage for/Stored on
VMWARE Host to Virtual Machine relationship	Relationships between assets	Has Registered/Is Registered On
VMWARE Network to Host relationship	Relationships between assets	Provides/Provided By
VMWARE Resource Pool to Virtual Machine relationship	Relationships between assets	Defines Resources for/Gets Resources from
VMWARE Resource Pool to Resource Pool relationship	Relationships between assets	Defines Resources for/Gets Resources from
VMWare Virtual Machine to Disk relationship	Relationships between assets	Has/Is Attached To
VMWare Network to Virtual Machine relationship	Relationships between assets	Connects/Connected By
GCP Public IP to GCP VM relationship	Relationships between assets	Has/Is Attached To
AWS K8s Deployment To AWS K8s Replica Set relationship	Relationships between assets	Uses/Owned By
AWS K8s Daemon Set To AWS K8s Config Map relationship	Relationships between assets	Contains/Contained By
AWS Subnet to AWS Network relationship	Relationships between assets	Contains/Contained By
AWS Security Group to AWS VPC relationship	Relationships between assets	Contains/Contained By
AWS Subnet to AWS VPC relationship	Relationships between assets	Contains/Contained By
AWS VM to AWS Security Group relationship	Relationships between assets	Contains/Contained By
AWS VM to AWS Subnet relationship	Relationships between assets	Contains/Contained By
AWS VM to AWS VPC relationship	Relationships between assets	Contains/Contained By
AWS VM to AWS Key Pair relationship	Relationships between assets	Used By/Uses
AWS VM to AWS Application LB relationship	Relationships between assets	Routes Traffic/Receives Traffic
AWS Public IP to AWS VM relationship	Relationships between assets	Has/Is Attached To
AWS Network Interface to AWS Public IP relationship	Relationships between assets	Has/Is Attached To
AWS VM to AWS Network relationship	Relationships between assets	Has/Is Attached To
AWS VM to AWS Disk relationship	Relationships between assets	Has/Is Attached To
Azure Public IP to Azure Network Interafce relationship	Relationships between assets	Has/Is Attached To
Azure Network Interface to Azure Subnet relationship	Relationships between assets	Contains/Contained By
Azure Security Group to Azure VPC ( subnet ) relationship	Relationships between assets	Contains/Contained By
Azure Security Group to Azure VPC ( netport ) relationship	Relationships between assets	Contains/Contained By
Azure Network Interface to Azure VPC relationship	Relationships between assets	Contains/Contained By
Azure Subnet to Azure VPC relationship	Relationships between assets	Contains/Contained By
Azure VM ( subnet ) to Azure Security Group relationship	Relationships between assets	Contains/Contained By
Azure VM ( netport ) to Azure Security Group relationship	Relationships between assets	Contains/Contained By
Azure VM to Azure Resource Group relationship	Relationships between assets	Contains/Contained By
Azure VM to Azure Subscription relationship	Relationships between assets	Contains/Contained By
Azure VM to Azure Subnet relationship	Relationships between assets	Contains/Contained By
Azure VM to Azure VPC relationship	Relationships between assets	Contains/Contained By
Azure Public IP to Azure VM relationship	Relationships between assets	Has/Is Attached To
Azure Network Interface to Azure VM relationship	Relationships between assets	Has/Is Attached To
Azure Disk to Azure VM relationship	Relationships between assets	Has/Is Attached To
Azure Image to Azure VM relationship	Relationships between assets	Provisioned From/Provisioned
Azure Resources to Azure Resource Group relationship	Relationships between assets	Contains/Contained By
Azure Resources to Azure Subscription relationship	Relationships between assets	Contains/Contained By
Azure Subnet to Azure Resource Group relationship	Relationships between assets	Contains/Contained By
Azure Network Interface to Azure Resource Group relationship	Relationships between assets	Contains/Contained By
Azure VPC to Azure Resource Group relationship	Relationships between assets	Contains/Contained By
Azure Public IP to Azure Resource Group relationship	Relationships between assets	Contains/Contained By
Azure Subnet to Azure Subscription relationship	Relationships between assets	Contains/Contained By
Azure Network Interface to Azure Subscription relationship	Relationships between assets	Contains/Contained By
Azure VPC to Azure Subscription relationship	Relationships between assets	Contains/Contained By
Azure Public IP to Azure Subscription relationship	Relationships between assets	Contains/Contained By
GCP VM to GCP Security Group relationship	Relationships between assets	Contains/Contained By
GCP Image to GCP VM relationship	Relationships between assets	Provisioned From/Provisioned
GCP VPC to GCP Network Interface	Relationships between assets	Contains/Contained By
CPU Components	Component	Processor
RAM Components	Component	Memory
Network Adapter Components	Component	Network Adapter
Hard Disk Components	Component	Hard Disk
Logical Drive Components	Component	Logical Drive
Datastore Components	Component	Datastore
Printer Input	Component	Input Units
Printer Output	Component	Output Units
Printer Marker	Component	Marker Supply Units
Interface Components	Component	Interface

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:

• A purchase line item in Device42:

  

• The 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 Services to Freshservice

Using the default mapping, Business Services in Device42 are synced to Freshservice as the Business Service asset type. The business service 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 services. 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 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.