ServiceDesk Plus is ManageEngine's flagship IT and enterprise service management platform that helps modern enterprises design and deliver critical IT and business services.

Through this integration, you will configure an Apono webhook that creates new request in ServiceDesk Plus when user access requests are created, approved, granted, and revoked, or when requests fail.

Prerequisite

• ServiceDesk Plus API key and copy the API key to use it later

Configure a webhook

Follow these steps to configure a webhook:

1. On the Webhooks page, click Add Webhook. The Add Webhook page appears.

2. Click Request Webhook.

3. Enter a unique, alphanumeric, user-friendly Request Webhook Name for identifying this webhook.

4. Click the Status toggle to Active.

5. From the Method dropdown menu, select POST.

6. For the webhook URL, enter http://<SERVER-NAME>:<PORT>/api/v3/requests

7. The Body Template field expects a JSON structure as appears below. For the full JSON scheme for creating a ticket SEE HERE.

   Copy

   {
       "request": {
           "subject": "New {{event_type}} request",
           "description": "New {{event_type}} request made by {{data.requester.name}}",
           "requester": {
               "id": "{{data.requester.id}}",
               "name": "{{data.requester.name}}"
           },
           "impact_details": "{{event_type}} request",
           "status": {
               "name": "Open"
           }
       }
   }

1. For Headers, use the following Key and Value to set the authorization.

1. From the Triggers dropdown menu, select one or more of the following event triggers, which correspond to Apono access request statuses:

   • RequestCreated

   • RequestApproved

   • RequestExpired

   • RequestFailed

   • RequestGranted

   • RequestRejected

2. Under Filters, define one or several filter from the listed dropdown menus.

1. (Optional) In the Timeout in seconds field, enter the duration in seconds to wait before marking the request as failed.

2. (Optional) Define Response Validators to verify that the response from the webhook meets specified criteria:

   1. Click + Add. A row of settings appears.

   2. Starting with $.data., enter the Json Path of the JSON parameter.

   3. In the Expected Values field, enter a value and press the Enter key on your keyboard.

   4. Repeat step c to add several expected values.

   5. Repeat steps a-d to add multiple response validators.

3. Click Test to generate a test event to trigger your webhook. A Test successful or Test failed response status will appear at the bottom of the page. A successful test will send mock data to the target system.

1. Click Save Webhook.

The new webhook appears in the Webhooks table. Active webhooks are preceded by a green dot. Inactive webhooks are preceded by a white dot.

Apono access request will be created on ServiceDesk Plus based on the triggers you have selected.

Freshdesk is a customer support platform that helps businesses efficiently manage and resolve customer inquiries and issues. It provides tools to streamline customer service processes across various channels, such as email, phone, chat, and social media.

Through this integration, you will configure an Apono webhook that creates new tickets in Freshdesk when user access requests are created, approved, granted, and revoked, or when requests fail.

Prerequisites

Configure a webhook

Follow these steps to configure an Apono webhook:

1. On the Webhooks page, click Add Webhook. The Add Webhook page appears.

2. Click Request Webhook.

3. Enter a unique, alphanumeric, user-friendly Request Webhook Name for identifying this webhook.

4. Click the Status toggle to Active.

5. From the Method dropdown menu, select a REST method.

6. For the webhook URL, enter https://<SUBDOMAIN>.freshdesk.com/api/v2/tickets. Be sure to replace <SUBDOMAIN> with the Freshdesk subdomain for your account.

1. In the Body Template field, construct a JSON body for the webhook payload.

{
  "description": "{ \"event_type\": \"{{ event_type }}\", \"event_time\": \"{{ event_time }}\", \"id\": \"{{ data.id }}\", \"friendly_id\": \"{{ data.friendly_id }}\", \"requester_id\": \"{{ data.requester.id }}\", \"requester_name\": \"{{ data.requester.name }}\", \"requester_email\": \"{{ data.requester.email }}\", \"justification\": \"{{ data.justification }}\", \"creation_date\": \"{{ data.creation_date }}\", \"access_flow_id\": \"{{ data.access_flow.id }}\", \"access_flow_name\": \"{{ data.access_flow.name }}\", \"access_bundle_id\": \"{{ data.access_bundle.id }}\", \"access_bundle_name\": \"{{ data.access_bundle.id }}\", \"access_groups_integration_name\": \"{{ data.access_groups.[0].integration.name }}\", \"access_groups_integration_type\": \"{{ data.access_groups.[0].integration.type }}\"}",
  "subject": "apono - {{ event_type }}",
  "email": "{{ data.requester.email }}",
  "priority": 1,
  "status": 2
}

1. Under Headers, use the following Key and Value to set the header. Be sure to replace <FRESHDESK_TOKEN> with a base64-encoded authentication string ({ base64-encoding <api_token>:X}).

1. From the Triggers dropdown menu, select RequestCreated.

2. Under Filters, define one or several filter from the listed dropdown menus.

1. (Optional) In the Timeout in seconds field, enter the duration in seconds to wait before marking the request as failed.

2. (Optional) Define Response Validators to verify that the response from the webhook meets specified criteria:

   1. Click + Add. A row of settings appears.

   2. Starting with $.data., enter the Json Path of the JSON parameter.

   3. In the Expected Values field, enter a value and press the Enter key on your keyboard.

   4. Repeat step c to add several expected values.

   5. Repeat steps a-d to add multiple response validators.

3. Click Test to generate a test event to trigger your webhook. A Test successful or Test failed response status will appear at the bottom of the page. A successful test will send mock data to the target system.

1. Click Save Webhook.

The new webhook appears in the Webhooks table. Active webhooks are preceded by a green dot. Inactive webhooks are preceded by a white dot.

Apono will send a call to Freshdesk to create a new ticket when the RequestCreated event is triggered.

The steps below describe how to create an outgoing webhook in Apono that will allow to automatically create issues in Jira from Apono access requests.

Create Jira ticket triggered by Apono webhook

You can automatically create and resolve issues in Jira via outgoing webhooks. This guide provides example webhook configurations for common use cases, as well as information on how to set up a user in Jira to be used by Apono.

Prerequisites

1. A user in Jira to be used by Apono. You'll need the user's email address.

2. An API token for this user. These credentials will be used to communicate with Jira REST API.

3. Make sure the user has appropriate permissions to create and update issues in Jira.

Creating the webhook

Follow these steps to configure an Apono webhook:

1. On the Webhooks page, click Add Webhook. The Add Webhook page appears.

2. Click Request Webhook.

3. Enter a unique, alphanumeric, user-friendly Request Webhook Name for identifying this webhook.

4. Click the Status toggle to Active.

5. From the Method dropdown menu, select a REST method.

6. In the URL field, enter https://<DOMAIN>.atlassian.net/rest/api/3/issue. Be sure to replace <DOMAIN> with your Jira domain.

1. In the Body Template field, construct a JSON body for the webhook payload.

{
   "fields": {
      "project": {
         "key": "<PROJECT_KEY>"
      },
      "issuetype": {
         "name": "<ISSUE_TYPE_NAME>"
      },
      "summary": "Apono request created: {{ data.friendly_id }}"
   }
}

1. Under Headers, use the following Key and Value to set the headers required by the target system, such as an authorization header.

1. From the Triggers dropdown menu, select one or more of the following event triggers, which correspond to Apono access request statuses:

   • RequestCreated

   • RequestApproved

   • RequestExpired

   • RequestFailed

   • RequestGranted

   • RequestRejected

2. Under Filters, define one or several filter from the listed dropdown menus.

1. (Optional) In the Timeout in seconds field, enter the duration in seconds to wait before marking the request as failed.

2. (Optional) Define Response Validators to verify that the response from the webhook meets specified criteria:

   1. Click + Add. A row of settings appears.

   2. Starting with $.data., enter the Json Path of the JSON parameter.

   3. In the Expected Values field, enter a value and press the Enter key on your keyboard.

   4. Repeat step c to add several expected values.

   5. Repeat steps a-d to add multiple response validators.

3. Click Test to generate a test event to trigger your webhook. A Test successful or Test failed response status will appear at the bottom of the page. A successful test will send mock data to the target system.

1. Click Save Webhook.

The new webhook appears in the Webhooks table. Active webhooks are preceded by a green dot. Inactive webhooks are preceded by a white dot.

Apono access request logs will be sent to Jira based on the triggers you have selected.

Results

Your webhook should now start creating Jira tickets in the relevant project once triggered:

Freshservice is an AI-powered, unified IT and employee service management solution that is simple to use and easy to scale. It provides the capabilities required for managing IT services and extends to non-IT teams as well.

Through this integration, you will configure an Apono webhook that creates new tickets in Freshservice when user access requests are created, approved, granted, and revoked, or when requests fail.

Prerequisite

• Freshservice API key and copy the key to use it later

Configure a webhook

Follow these steps to configure a webhook:

1. On the Webhooks page, click Add Webhook. The Add Webhook page appears.

2. Click Request Webhook.