Managing Freshservice

Freshservice ITSM Management Skill

Manage and analyze Freshservice tickets, assets, changes, releases, and CMDB.

API Conventions

Authentication

All API calls use API key as Basic Auth username (password is X). Injected automatically.

Base URL

https://{{domain}}.freshservice.com/api/v2

Core Helper Function

#!/bin/bash

fs_api() {
    local method="$1"
    local endpoint="$2"
    local data="${3:-}"

    if [ -n "$data" ]; then
        curl -s -X "$method" \
            -u "$FRESHSERVICE_API_KEY:X" \
            -H "Content-Type: application/json" \
            "${FRESHSERVICE_URL}/api/v2${endpoint}" \
            -d "$data"
    else
        curl -s -X "$method" \
            -u "$FRESHSERVICE_API_KEY:X" \
            -H "Content-Type: application/json" \
            "${FRESHSERVICE_URL}/api/v2${endpoint}"
    fi
}

Output Rules

• TOKEN EFFICIENCY: Extract only needed fields with jq
• Target <=50 lines per script output
• Use query parameters for server-side filtering
• Never dump full API responses

Common Operations

Ticket Management

#!/bin/bash
echo "=== Open Tickets by Priority ==="
fs_api GET "/tickets?filter=open&order_by=priority&order_type=desc&per_page=25" \
    | jq -r '.tickets[] | "\(.id)\tP\(.priority)\t\(.status)\t\(.subject[0:60])"' \
    | column -t

echo ""
echo "=== Unassigned Tickets ==="
fs_api GET "/tickets?filter=open&per_page=20" \
    | jq -r '[.tickets[] | select(.responder_id == null)] | .[] | "\(.id)\tP\(.priority)\t\(.created_at[0:16])\t\(.subject[0:50])"' \
    | column -t

echo ""
echo "=== Overdue Tickets ==="
fs_api GET "/tickets?filter=overdue&per_page=15" \
    | jq -r '.tickets[] | "\(.id)\tP\(.priority)\t\(.due_by[0:16])\t\(.subject[0:50])"' \
    | column -t

Asset Management

#!/bin/bash
echo "=== Asset Inventory Summary ==="
fs_api GET "/assets?per_page=100" \
    | jq -r '[.assets[] | .asset_type_id] | group_by(.) | map({type: .[0], count: length}) | sort_by(.count) | reverse | .[] | "Type \(.type): \(.count) assets"'

echo ""
echo "=== Recently Added Assets ==="
fs_api GET "/assets?order_by=created_at&order_type=desc&per_page=15" \
    | jq -r '.assets[] | "\(.display_id)\t\(.name)\t\(.asset_type_id)\t\(.created_at[0:10])"' \
    | column -t

Change Management

#!/bin/bash
echo "=== Pending Changes ==="
fs_api GET "/changes?per_page=20" \
    | jq -r '[.changes[] | select(.status == 1 or .status == 2)] | .[] | "\(.id)\t\(.change_type)\t\(.risk)\t\(.subject[0:50])"' \
    | column -t

echo ""
echo "=== Upcoming Planned Changes ==="
fs_api GET "/changes?order_by=planned_start_date&order_type=asc&per_page=15" \
    | jq -r '.changes[] | "\(.id)\t\(.planned_start_date[0:16])\t\(.subject[0:50])"' \
    | column -t

CMDB Operations

#!/bin/bash
echo "=== CI Types ==="
fs_api GET "/cmdb/ci_types" \
    | jq -r '.ci_types[] | "\(.id)\t\(.name)\t\(.description[0:40] // "-")"' \
    | column -t

echo ""
echo "=== Configuration Items ==="
CI_TYPE_ID="${1:?CI Type ID required}"
fs_api GET "/cmdb/items?ci_type_id=${CI_TYPE_ID}&per_page=25" \
    | jq -r '.items[] | "\(.display_id)\t\(.name)\t\(.ci_type_id)\t\(.state)"' \
    | column -t

Output Format

Present results as a structured report:

Managing Freshservice Report
════════════════════════════
Resources discovered: [count]

Resource       Status    Key Metric    Issues
──────────────────────────────────────────────
[name]         [ok/warn] [value]       [findings]

Summary: [total] resources | [ok] healthy | [warn] warnings | [crit] critical
Action Items: [list of prioritized findings]

Target ≤50 lines of output. Use tables for multi-resource comparisons.

Anti-Hallucination Rules

1. NEVER assume resource names — always discover via CLI/API in Phase 1 before referencing in Phase 2.
2. NEVER fabricate metric names or dimensions — verify against the service documentation or --help output.
3. NEVER mix CLI commands between service versions — confirm which version/API you are targeting.
4. ALWAYS use the discovery → verify → analyze chain — every resource referenced must have been discovered first.
5. ALWAYS handle empty results gracefully — an empty response is valid data, not an error to retry.

Counter-Rationalizations

Common Pitfalls

• Priority values: 1=Low, 2=Medium, 3=High, 4=Urgent — numeric, not string
• Status values: 2=Open, 3=Pending, 4=Resolved, 5=Closed — varies by ticket type
• Rate limits: 50 requests/min for Sprout, higher for paid tiers — check X-Ratelimit-Remaining
• Pagination: Max 100 per page — use page parameter for pagination
• Nested includes: Use ?include=stats,requester to side-load related data
• Date format: ISO 8601 format in UTC
• Custom fields: Access via the ticket's custom field names — check field configuration first