Freshservice API V2

[Nathan Eden]

Freshservice will no longer work with API V1 after Nov 30th, 2022. The documentation on integration with Opsgenie only explains the set up with V1. Is there any new documentation or could someone explain the steps I need to set up V2.

[Tzirel Shaffren]

@Nick Haller @Nathan Eden Since you seem to know about this integration, could you please help me find out the answer to these questions:

1. Does it have to be a Jira admin with global permissions that generates the API key?
2. Does a Webhook url need to be provided to Freshservice as well, or should it be sufficient to proved the API key?
3. We are set up and running, but all the Jiras from Freshservice come in with me as the reporter. Is there any way to change that? (I tried setting up a separate Jira admin, but it doesn't have global permissions so I couldn't generate a Webhook.)

[Nick Haller]

Hi @Nathan Eden ,

Thanks for mentioning this! I believe engineering is also aware, and developing a new Freshservice integration that will be compatible with their v2 API.

Seems like the deprecation will directly affect the existing integration according to this Freshservice page:

Areas of impact

Replace calls to API V1 with calls to the corresponding API V2 endpoints in the following features. After the deprecation date, if you continue using the API V1 in the following features, they will stop working, and all requests made against V1 will fail. 

            → Workflow Automator ( Web Request nodes and “Trigger Webhook” Action nodes)

^ How our documentation outlines the configuration on the FS side.

I don't believe we have an open feature request, but I've added this post to our internal Jira issue and will keep the community updated with any developments along the way. 

[Nathan Eden]

Hi Nick,

Following up to see if there have been any developments? FreshService v1 API will stop working on November 30th.

Thanks,

[Nick Haller]

Hi @Nathan Eden ,

No developments as far as I know, but I've added another note to the internal ticket to ensure this is on our engineers' radar, and hopefully it is escalated soon.

For reference, the internal ticket number is, HEIMDALL-7881

[Nathan Eden]

Thank you

[Nathan Eden]

Hi @Nick Haller , 

Freshservice extended the v1 API but end of use is coming up. Has this been addressed?

Thank you

[Nick Haller]

Hi @Nathan Eden ,

I believe engineering updated the integration to authenticate via an API key instead of a user's password:

This might not reflect in your current Freshservice integration if it existed before the change - but new ones should have this option now.