Freshservice configuration in Access Manager
Hire2Retire Access Request supports creating Service Desk tickets in Freshservice for manual fulfillment of application requests. For every approved Application request, a ticket can be created in Freshservice. Once the ticket is created, Hire2Retire tracks the status of the ticket to automatically mark the Application Request in Access Manager as Fulfilled or Revoked when the corresponding Freshservice ticket is marked complete.
You can configure both the ticket details and the completion criteria used by Hire2Retire to determine when fulfillment or revocation will be considered complete.
Ticket Completion Tracking on FreshService¶
Hire2Retire continuously tracks the completion of the tickets created for access fulfillment and revocation. You can define which ticket attribute and value indicate that a ticket has been completed.
When the configured attribute reaches the specified value, Hire2Retire automatically updates the associated application request status to Fulfilled or Revoked, depending on the case. For Example, the attribute Status and value Resolved are configured as the completion criteria. Whenever the ticket's status changes to Resolved, the corresponding Application Request will be marked as Fulfilled.
Ticket status updates may take up to 30 minutes to synchronize with Hire2Retire.
Ticket Details for Access Fulfillment and Revocation¶
You can configure the information included in Freshservice tickets created for both access fulfillment and access revocation. Some fields are pre-populated by default and can be updated if required. Additional ticket attributes can be added using the+option located at the bottom right corner of the form.
