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Lets talk about Freshservice Assets and the Freshservice API

  • 21 February 2024
  • 2 replies
  • 248 views

Greetings fellow Refresh Community members! I am here to initiate a conversation around Freshservice CMDB (Asset Management) and the Freshservice API. This is a real pain point for me and I am looking for some encouragement from others who belong to larger organizations who are leveraging asset management in Freshservice.

What hurdles have you had to overcome and how did you do it?

How have you been able to properly leverage the freshservice API to get full sets of asset data? I continuously hit limitations that make this module difficult to use in an Enterprise setting.

What ideas does anyone have on how to improve this module?

I am all ears and hope we can have an fruitful conversation that doesn’t just bash the product. I want to hear some success stories!!!

Thanks and take care!

2 replies

P
Rank
Badge +6

Would like to hear what other have to say here as well. We’re an MSP and use an RMM and this is a huge missing piece for us that has us currently evaluating other platforms and strongly considering leaving Freshservice. I looked into trying to script an automated import from RMM to Freshservice assets but the way the Assets and Asset types are structured in Freshservice it made for a overly complicated process and I ran out to time to look into it. I did come up with a custom app for displaying an button on ticket for associated asset that would open our RMM remote connection tool but again just couldn’t get the assets in. Unfortunately I think our efforts will be focused on new platform vs working around Freshservice missing functionality, but we have been using it for 6+ years so we don’t want to give up too quickly.

Anyway, curious to see if anyone chimes in here on any insights on how they are leveraging assets in FS.

Frans De Wet
Rank
Badge +1

Agreed. Been trying for ages to get asset fields from Freshservice via API, but they seem to want to limit the results on purpose.

It makes it impossible to create elegant and even effective automation solutions with these limitations.

The best I could come up with, was to create custom fields for every built-in field you want to reference, synchronise the two and use Reader/JSON/EXPRSSION nodes to use them. Really sux, as you have to duplicate tons of data, and consume all your custom field limits for no good reason.

This also applies to the horrible table designs for Vendors, Products and Software tables.

Sadly their support has taken a massive nose dive in the last couple of years, both in helpfulness and expertise.

Must agree with @phodgkinson - after 8 years, maybe time to move on. 

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