90 lines
3.7 KiB
Markdown
90 lines
3.7 KiB
Markdown
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---
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name: freshservice
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description: Work with Freshservice ITSM from chat — view, create, update, reply to, and triage tickets; look up and update assets/CMDB; find agents, requesters, groups, and departments; and manage changes, problems, and releases. Use whenever the user mentions Freshservice, a ticket/incident/service request, an asset or CI, or a change/problem/release in their service desk.
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---
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# Freshservice
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Interact with a Freshservice instance through its REST API v2 using the helper
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script `scripts/fs.py`, which handles auth, base URL, query encoding, and
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pagination.
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## Setup (first run only)
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The helper needs credentials. Check whether they exist:
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```bash
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python3 scripts/fs.py check
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```
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If it reports missing credentials, ask the user for their Freshservice
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**domain** (subdomain like `acme`, or full host) and **API key** (found in
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Freshservice → profile picture → *Profile settings* → API key). Then write:
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```bash
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mkdir -p ~/.freshservice
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cat > ~/.freshservice/credentials <<'EOF'
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FRESHSERVICE_DOMAIN=acme
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FRESHSERVICE_API_KEY=PASTE_KEY_HERE
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EOF
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chmod 600 ~/.freshservice/credentials
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```
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Re-run `check` to confirm. (Environment variables `FRESHSERVICE_DOMAIN` /
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`FRESHSERVICE_API_KEY` override the file if set.)
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## How to call the API
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One command does everything:
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```bash
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python3 scripts/fs.py request <METHOD> <PATH> [--param KEY=VALUE ...] [--data '<JSON>']
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```
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- `/api/v2` is added to PATH automatically.
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- `--param query=...` and `--param filter=...` are auto-wrapped in the double
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quotes the API requires — pass the expression unquoted.
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- Output is pretty JSON with `status`, `data`, and `next_page` when more pages exist.
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### Common operations
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```bash
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# Tickets
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python3 scripts/fs.py request GET /tickets --param per_page=10 --param order_by=updated_at --param order_type=desc
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python3 scripts/fs.py request GET /tickets/filter --param 'query=status:2 AND priority:3'
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python3 scripts/fs.py request GET /tickets/123 --param include=conversations,requester
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python3 scripts/fs.py request POST /tickets --data '{"subject":"Laptop won'\''t boot","description":"...","email":"user@co.com","priority":2,"status":2}'
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python3 scripts/fs.py request PUT /tickets/123 --data '{"status":4}' # resolve
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python3 scripts/fs.py request POST /tickets/123/reply --data '{"body":"Working on it."}'
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python3 scripts/fs.py request POST /tickets/123/notes --data '{"body":"Internal note","private":true}'
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# Assets / CMDB
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python3 scripts/fs.py request GET /assets --param 'filter=name:'\''MacBook'\'''
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python3 scripts/fs.py request GET /assets/45 --param include=type_fields
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# People
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python3 scripts/fs.py request GET /requesters --param email=user@co.com
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python3 scripts/fs.py request GET /agents --param email=agent@co.com
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python3 scripts/fs.py request GET /groups
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python3 scripts/fs.py request GET /departments
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# Change / Problem / Release
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python3 scripts/fs.py request GET /changes/filter --param 'query=status:1'
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python3 scripts/fs.py request GET /problems
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python3 scripts/fs.py request GET /releases
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```
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For endpoints, field names, status/priority codes, and filter-query syntax, read
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`reference.md`.
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## Guidance
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- **Confirm before writing.** Before creating/updating tickets/changes or posting
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a public `reply` (the requester is emailed), show the user what you'll send and
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get a yes — unless they've clearly already authorized it.
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- Resolve people to ids first: look up a requester by email before assigning.
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- Translate codes for the user (e.g. show "Open / High", not "status 2, priority 3").
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- On a 4xx error, read the `error` body — it names the offending field — and fix
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the request rather than retrying verbatim.
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- Paginate when `next_page` appears and the user wants the full set.
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