Freshservice - Documentation

Important Editing Notice

The content within the Excerpt macro is automatically displayed on the CONNECT Confluence pages. This is visible for all users/customer!

Any changes made here will immediately affect all connected pages. Please edit only if necessary and after alignment with the responsible stakeholders.

🔗 You can find the central CONNECT Confluence page here: SAP Transport Integration for Freshservice

Demo

Process Overview Video

Installation and Configuration Guide

Actions

SAP Action	Integration Framework ACTIONS	Comment
Creation of a request	CREATION Creation of a request	Assign Freshservice ticket to the transport request in SAP
Release and assign ticket	AFTER_WF_A After workflow assignment, before release is finalized	Assign Freshservice ticket at transport request release in SAP
Reassign (optional)	DEL_LINK Delete link external transport REASSIGN Reassign TR to different [ITSM] Ticket	Possibility of reassign the transport request to another Freshservice ticket in the TM Workflow Monitor (for modifiable and released requests)
Update fresh service	LINK_EXT Link external ticket to transport request (at creation) DELETE_TR Deletion of a modifiable request from SAP system DELETE Deletion of a request from TM WF Monitor RELEASE Release and export of a request APPROVAL Approval of a request IMPORT Import of a request STATUS_SW Status Switch of a request in TM WF Monitor REJECT Reject TR REJECT_REV Revoke Reject TR MOVE2HIST Move TR to TM History (End of Lifecycle)	Several action available and could be used to update a Freshservice ticket (e.g. create a note)