Action: Create a Record in Freshservice

Cloudhouse Guardian (Guardian) lets you configure actions that are triggered when certain events take place. For example, with a Freshservice integration, you can automatically create a Freshservice record in the event of a failed scan in Guardian. Your team can then use that Freshservice record to ensure the issue is addressed and remedied. You can configure this using an Action in your Guardian instance.

Note: The following process assumes you have a Freshservice integration already configured in Guardian. For more information, see Freshservice Integration.

Tip: For an overview of actions in Guardian, including more options available to choose from, see Actions.

Action Settings

When configuring a Create a Record in Freshservice action, the following settings are presented:

Setting	Description
Action name field	A unique name for the action. This name is how you will identify this action among all others configured in your Guardian instance, so ensure it is descriptive. For example, 'Failed Policy Freshservice Record' and not simply 'Freshservice Record'.
Freshservice Integration drop-down list	A list of all Freshservice integrations configured in your Guardian instance. From the drop-down list, select the Freshservice integration you want to use for this action.
Record Type drop-down list	A list of record types available in Freshservice. From the drop-down, select one of the following options to assign to the records created by this action: Problem. Ticket.
Subject field	A brief summary of the event that triggered the action. Think of this as a title for each record. To make your descriptions dynamic, you can include variables in this field. Variables are pieces of text that Guardian will replace with relevant data. For example, you could use the variable `{{ policy }}` to indicate which specific policy triggered the action. When a Freshservice record is created, you will see that policy name in place of the variable.
Description field	A detailed overview of the event that triggered the action. What you enter here will be used in the Description field of the resulting Freshservice record. You can include more detail here to help the assigned group address the issue. To make your descriptions dynamic, you can include variables in this field. For example, you could use the variable `{{ policy }}` to indicate which specific policy triggered the action. When a Freshservice record is created, you will see that policy name in place of the variable.
Email field	The email address of the person who should be notified of the record.
Priority drop-down list	A list of impact levels you can assign to records in Freshservice. Consider how quickly your team needs to address the triggering event when determining the urgency. For example, an integration failure in Guardian might call for more urgent remediation than a node failing a policy scan. From the drop-down, select one of the following: 1 – Low. 2 – Medium. 3 – High. 4 – Urgent.
Impact drop-down list	A list of priority levels you can assign to records in Freshservice. Consider the event you're using to trigger this action when determining the impact. For example, a single failed node scan might have a lower impact than a failed environment scan. From the drop-down, select one of the following: 1 – Low. 2 – Medium. 3 – High.
Workspace Id field	The unique identifier associated with your workspace in Freshservice. A workspace in Freshservice is essentially a dedicated environment where you can manage records, incidents, service requests, and other tasks.
Custom Fields (JSON) field (optional)	Data you wish to use to populate any other fields relevant to your Freshservice records. Enter a JSON body in this text box to set the values of fields not present when configuring this action. For example, use `{"sample_text_field": "Sample Text"}`, where `sample_text_field` is replaced with the name of the field in your Freshservice instance and `Sample Text` with the desired field value.

These settings are configured when adding a new action, and they can also be edited at any time through the Actions tab (Control > Events > Action). To edit an action from the Actions tab, click the Ellipses () and select Edit. Once you have made your edits, click Done to save them.

Add a Create a Record in Freshservice Action

You can add a new Create a Record in Freshservice action from any saved view in your Guardian instance. Each saved view represents a specific event determined using a query on the Events page. The saved view you select during this configuration determines the corresponding event that triggers your new action. For more information, see Saved Views.

To add a Create a Record in Freshservice action, complete the following process:

Tip: For help completing any of the following fields, refer to their respective descriptions in the Action Settings table above.

Navigate to the Events tab (Control > Events).
Click the Saved Views button at the top of the page. The Saved Views side panel is displayed.
Select the event you want to trigger your new action. The saved view for that event is displayed.
Click the Actions tab to display all existing actions configured for this event.
Click the Add Action button. The Add New Action page is displayed.
Click Create a Record in Freshservice. The required fields are displayed.
Enter an Action name.
Select an integration from the Freshservice Integration drop-down.
Select a Record Type.
Enter a Subject, Description , and Email.
Select a Priority and Impact.
Enter a Workspace Id.
(Optional) Enter a JSON body in Custom Fields (JSON) to define any fields in your Freshservice records that are not listed here.
Click Done.

Now, a confirmation dialog is displayed and you are redirected to the Actions tab for your selected saved view. Here, you can view your new action. To disable, edit, or test the action, click the Ellipses () and select the appropriate option.