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Customer specific API usage

  • September 13, 2023
  • 1 reply
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We use Fresh Service in MSP mode and we have a customer who is interested in connecting their RMM (Remote Monitoring & Management) tool to Fresh Service in order to see the tickets in their own RMM tool portal rather than visiting FS.

My questions

(a) can the FS API be restricted to just share the tickets of a single company (aka department)?

(b) can a customer of ours use that API or is it just for us as paying customer of FW?  

(c) could this be achieved in a custom app?

Thanks!

Best answer by Daniel Söderlund

We use Fresh Service in MSP mode and we have a customer who is interested in connecting their RMM (Remote Monitoring & Management) tool to Fresh Service in order to see the tickets in their own RMM tool portal rather than visiting FS.

My questions

(a) can the FS API be restricted to just share the tickets of a single company (aka department)?

(b) can a customer of ours use that API or is it just for us as paying customer of FW?  

(c) could this be achieved in a custom app?

Thanks!

Hi, 

  1. API calls are global, but they will only see what the agent has access to. So per say you can do it. 
  2. API calls is connected to a agent license ( as of now )  so you need to provide a agent license. If they already have it it should work just fine. The permission levels for different API actions is a bit fussy, I haven’t found a list of what access it’s needed to do what. Admin can do everything . Normal agent can create tickets and read them but not update them ( when I tested) 
  3. Maybe don’t :/ 

 

CYDEF . ca (cyber security through threat hunting)

1 reply

Daniel Söderlund
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  • Answer
  • September 14, 2023

We use Fresh Service in MSP mode and we have a customer who is interested in connecting their RMM (Remote Monitoring & Management) tool to Fresh Service in order to see the tickets in their own RMM tool portal rather than visiting FS.

My questions

(a) can the FS API be restricted to just share the tickets of a single company (aka department)?

(b) can a customer of ours use that API or is it just for us as paying customer of FW?  

(c) could this be achieved in a custom app?

Thanks!

Hi, 

  1. API calls are global, but they will only see what the agent has access to. So per say you can do it. 
  2. API calls is connected to a agent license ( as of now )  so you need to provide a agent license. If they already have it it should work just fine. The permission levels for different API actions is a bit fussy, I haven’t found a list of what access it’s needed to do what. Admin can do everything . Normal agent can create tickets and read them but not update them ( when I tested) 
  3. Maybe don’t :/ 

 

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