Overview

Using the Access on Hire2Retire you can provision and deprovision users on Freshservice. Read the official documentation of Freshservice here.

Figure 1. Freshservice Application on Hire2Retire

Define Role Definition

Provisioning Type

Define Role(s)

You can assign a Role to any user based on their AD attributes. You can define complex conditions using AND and OR logic. You can also use the Group memberships in AD to define Roles. The defined Roles are used to assign specific user type and roles in Freshservice. For example, In Figure 2 the rules are defined on the basis of Department (Equals) and Title (Equals). If the rules are passed then only user(s) will get provisioned. If no rule passes and the user(s) is present in Freshservice then deprovisioning is performed for the user(s).

Figure 2. Provision users with following rule definitions

Map the rules defined in first table with the User Type, Agent Type and Roles(s) provided by Freshservice.

• Freshservice supports two types of users Agents and Requesters. The requester user will have selective privileges to submit requests to your helpdesk. The Agent type user has extra privileges than requesters who can manage tickets and problems.

• Agents in Freshservice can be “full-time” or “occasional”. Full-time agents are those in your core support team who will log in to your help desk every day. Occasional agents are those who would only need to log in a few times every month, such as the CEO or field staff. If the user type is selected as Requester then please avoid assigning the agent type and Roles to the user(s).

• Roles in Freshservice are the permissions needed to run everyday service desk operations across modules like tickets, problems, changes etc. Please avoid assigning roles to the user(s) if the user type is selected as the Requester. The Requester type user doesn't support roles in Freshservice. Please go through the Understanding Freshservice Roles for Agents to learn more about the roles in Freshservice.

Figure 3. Role to User Type, Agent Type and Role(s) in Freshservice Mapping

You can also select default roles in Freshservice. For if and only if 'Product Developer' Role is passed and it is not mapped in the second table then the selected default User Type, Agent Type and Role(s) in Freshservice will be assigned to the user(s).

Figure 4.Default User Type, Agent Type and Role(s) in Freshservice to add to rest roles

You can enable the "Do not deprovision upon change of role" checkbox to prevent users from being deprovisioned on Freshservice due to a role mismatch.

Figure 5. Do not deprovision users upon change of role

Provision All Employees

All user(s) will be provisioned on Freshservice.

Figure 6. Provision All Employees

Provision User

You can decide to either provision or deprovision using Access.

• Provisioning - You can provision one or more user(s) to the Freshservice according to the requirement. User(s) can be created, updated or reactivated in provisioning operation.

• Deprovisioning - You can deprovision one or more user(s) according to the requirement. User accounts will be deactivated on Freshservice upon deprovisioning.

Figure 7. Configure lifecycle operations for Freshservice

Map attributes on Freshservice

You can populate a user's profile in Freshservice by mapping attributes incoming from the AD. You can also use Hire2Retire's powerful data transformation capabilities using Excel Style functions.

Figure 8. Select Freshservice attributes