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Replies posted by LNew

14 Replies

J
Apprentice
jleechpeApprentice
asked in Automations

Timeout on Powershell Orchestrator Run?

HelloI hit this issue early on, and the answer is apparently ‘23 seconds’. I was told it is the time it takes for the orchestration service to poll, or be polled, 10 times.For functions that take longer, I’ve used the workflow to instigate the function, and then have the function write back to update the ticket, either adding a note, updating the status, or both.I’ve written some PowerShell modules for managing Fresh Tickets, generic copies of which can be found here: FreshAPIv2: A PowerShell module containing functions that invoke the Fresh v2 APIs (github.com)

2
Bugsta
Community Debut
10 months ago
E
Top Contributor
EdKTop Contributor
asked in Automations

Online PowerShell?

You could also use PowerShell secret management to store and obtain credentials - you can read an overview here: Overview of the SecretManagement and SecretStore modules - PowerShell | Microsoft Learn

7
LNew
Top Contributor
1 year ago
LNew
Top Contributor
LNewTop Contributor
posted in Ticket & Workflow Management

Some things I have learned using the Fresh PowerShell Automation App

Out of interest, what are some automations you are doing with Powershell. Currently we use it for AD User and Group automation only. Be good to hear some other use cases.   It isn’t that dissimilar - where we use SSO for access, it is just adding users to the appropriate groups. However, there are some where we’ve added a bit more ‘value’ into the process.For example, with Microsoft Office products, when someone requests access, we also check to see how many licenses are available. If none are available, the ticket will be put in the provisioning/procurement team’s queue. Some applications have their own administrators who need to approve access to. For these, following approval by the line/reporting manager, an extra approval step is there which asks for approval from the relevant administrators group. This utilises records in a Custom Object, which is updated nightly with the list of administrators for each application. There are also some cloud applications we give access to, where

8
katesalne
Community Debut
1 year ago
GavinEldred
Apprentice
GavinEldredApprentice
asked in API and Webhooks

How to create a Service Request Using a PowerShell Script?

...how do I use the UPN of the user (Fresh is linked to our Active Directory) to populate the “leavers_name” field or do I have to use the unique number for each person on Fresh?    Just thought I’d make the point that Fresh doesn’t use the User Principal Name, but an email address - we have an instance with a user whose UPN is different from their email, and Fresh uses his email address.

4
johnsmih42
Community Debut
1 year ago
danapromethean
Apprentice
danaprometheanApprentice
posted in Ticket & Workflow Management

Using the Azure app action and PowerShell app action in a workflow

If a PowerShell App runs for more than about 23 seconds, it times out - nothing appears in the logs, and the workflow doesn’t continue.

4
N
Community Debut
11 months ago
LNew
Top Contributor
LNewTop Contributor
posted in Ticket & Workflow Management

Some things I have learned using the Fresh PowerShell Automation App

Out of interest, what are some automations you are doing with Powershell. Currently we use it for AD User and Group automation only. Be good to hear some other use cases.   I’m sure I posted a response to this earlier, but it isn’t here. So I’ll try to remember what I said…Access is granted to applications in various ways. Where SSO is available, we would just use AD User/Group cmdlets. With some applications (e.g. MS Office apps), there is a check to see how many licenses are available, and if there are none, the ticket is passed on to another team to procure additional licenses.Some applications require approval from an administration team, so we populate records in a Custom Object to facilitate the approvals. These records are updated nightly based on the membership of the relevant AD group. If an administrator makes the request, the approval processes are bypassed.For some cloud applications that do not fully support SSO I’ve created PowerShell modules that allow users to be provi

8
katesalne
Community Debut
1 year ago
LNew
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LNewTop Contributor
posted in Apps and Marketplace Integrations

PowerShell Module for FreshService API

@LNew I keep running into an issue creating a new ticket. It’s telling me that I’m missing the mandatory “group” field. However, I am using that and what looks to be all the mandatory fields. Any thoughts? Hello JoshuaGroup isn’t mandatory for me, so I presume it is something set by your organisation. I have created tickets with and without the group using my module.Is the Group ID you are using an Agent group, rather than a Requester group? Adding the -Verbose option will show the body payload, which may assist in troubleshooting.

15
LNew
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1 year ago
LNew
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LNewTop Contributor
posted in Ticket & Workflow Management

Some things I have learned using the Fresh PowerShell Automation App

we are new to freshservice and start our onboarding next week. 23 seconds is really short, are you saying any single call from the workflow to the on prem powershell server has to be completed within 23 seconds?      Hello George23 seconds is approximate, but yes - if the call to PowerShell takes longer, then the workflow won’t continue, effectively timing-out that session.Where I’ve had processes taking linger than this time, I would write a function that would make calls back to the Freshservice API to update the ticket to update the progress (I created a FreshAPI module to facilitate this - see my post here. 

8
katesalne
Community Debut
1 year ago
LNew
Top Contributor
LNewTop Contributor
posted in Apps and Marketplace Integrations

PowerShell Module for FreshService API

@LNew I keep running into an issue creating a new ticket. It’s telling me that I’m missing the mandatory “group” field. However, I am using that and what looks to be all the mandatory fields. Any thoughts? Hello Joshua Group isn’t mandatory for me, so I presume it is something set by your organisation. I have created tickets with and without the group using my module. Is the Group ID you are using an Agent group, rather than a Requester group?  Adding the -Verbose option will show the body payload, which may assist in troubleshooting. Yea, group is mandatory for our organization. I’m using Group IDs from: https://support.xxxxxx.com/groups/2000017xxxx/edit -Group “2000017xxxx” That seems anout right, but you can double-check the id using Get-FreshAgentGroup.Using -Verbose will show the body of the request, This should look something like this:{    "source":  2,    "description":  "My engine has broken",    "category":  "Hardware",    "urgency":  1,    "g

15
LNew
Top Contributor
1 year ago
LNew
Top Contributor
LNewTop Contributor
posted in Apps and Marketplace Integrations

PowerShell Module for FreshService API

Thanks ErikI’m glad you’re finding it useful, and thanks for that spot!The paths aren’t really interchangeable. To summarise:Replies:add a note to the conversation send an email to the requester (and CCs) exactly as it is entered cannot be edited at a later dateWhereas notes:add a note to the conversation cause a notification to be sent to the requester to say a note has been added, including the content (except for private notes) can be edited at a later dateI’ve updated the module and pushed it to GitHub again, though it looks like you’ve already updated your module already.Are there any other features you’d like included? At work I’m looking at the inventory, so have been working with asset, contract, software and product functions, so I’ll be looking to include genericised versions of those at some point. But I’m happy to look at any other features.Thanks again Erik for that spot - much appreciated! And if you spot anything else, let me know.Les

15
LNew
Top Contributor
1 year ago
LNew
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LNewTop Contributor
posted in Apps and Marketplace Integrations

PowerShell Module for FreshService API

@LNew Is it possible to pull the agent name (or ID) with the Get-FreshTicket command?  I’ve poked around the files and don’t see anything, but thought I’d check in case you have an answer quicker than it takes me to figure out how to add it in :) EDIT:  Nevermind ya’ll, it’s responder_id and is already included :)  You do need to pull a list of agents to translate it, but thats relatively simple.     Thanks for a great tool dude!  This is making feeding data into my Power BI reports much, much easier. Hello npeepPerhaps I should allow piping into the Get-FreshAgent function, and get it to recognise responder_id as an alias. In the meantime, perhaps this may help, adding the agent email to the ticket:Get-FreshTicket -TicketID 123 | select-object *,@{n='AgentEmail';e={(if ($_.responder_id -eq $null) {$null} else {Get-FreshAgent -AgentID $_.responder_id).email}}}I’ve had to use the “If” bit to catch any where the agent is not assigned; otherwise you end up with an array of all agent emai

15
LNew
Top Contributor
1 year ago
LNew
Top Contributor
LNewTop Contributor
posted in Apps and Marketplace Integrations

PowerShell Module for FreshService API

PowerShell module, great work. I’m looking to use it to automate more of our processes. Are both the FreshAPI and the FreshService.Tools modules being developed or are they now merged?  Or am I getting confused??   The Freshservice Module in PowerShell Gallery https://www.powershellgallery.com/packages/FreshService.Tools/1.0.1 looks to have more functions, including managing assets. However, I have been unable to get the FreshService.Tools Module to work. It complains “parameter cannot be found that matches parameter name ‘FollowRelLink’” Which is a PowerShell 7 Parameter. (As far as I understand)   So, should I stick with FreshAPI ? I’ll see if I can get some Asset functionality committed soon… 

15
LNew
Top Contributor
1 year ago
LNew
Top Contributor
LNewTop Contributor
posted in Apps and Marketplace Integrations

PowerShell Module for FreshService API

Thanks.   Can you just clarify why there are 2 branches? Asset functionality appears in FreshService.Tools, (which I have working now).  Some functions are in FreshAPI and some are in FreshService.Tools.  (Some are in both)     The two modules  are unrelated; FreshService.Tools was written by somebody else.There are a few complications with assets that I’m trying to figure out how to handle in a way that doesn’t overly complicate how users interact with it. There are a bunch of custom fields that differ based on the asset type, which makes creating new assets more tricky. My current thinking is creating “helper” functions to build the custom object for the asset, which is then used to create (or update) the asset.

15
LNew
Top Contributor
1 year ago
danapromethean
Apprentice
danaprometheanApprentice
posted in Ticket & Workflow Management

Using the Azure app action and PowerShell app action in a workflow

any way of overcoming this 23 sec? There’s a backend setting that can be changed now, but you have to raise a support ticket with Fresh for them to do it. The time can be seconds, minutes, or even indefinite I believe, though I’m not sure indefinite is a great idea... 

4
N
Community Debut
11 months ago

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