Freshservice Automation V2

Freshservice Automation via Rube MCP

Overview

This public intake copy packages plugins/antigravity-awesome-skills/skills/freshservice-automation from https://github.com/sickn33/antigravity-awesome-skills into the native Omni Skills editorial shape without hiding its origin.

Use it when the operator needs the upstream workflow, support files, and repository context to stay intact while the public validator and private enhancer continue their normal downstream flow.

This intake keeps the copied upstream files intact and uses the external_source block in metadata.json plus ORIGIN.md as the provenance anchor for review.

Freshservice Automation via Rube MCP Automate Freshservice IT Service Management operations through Composio's Freshservice toolkit via Rube MCP.

Imported source sections that did not map cleanly to the public headings are still preserved below or in the support files. Notable imported sections: Prerequisites, Common Patterns, Known Pitfalls, Limitations.

When to Use This Skill

Use this section as the trigger filter. It should make the activation boundary explicit before the operator loads files, runs commands, or opens a pull request.

• This skill is applicable to execute the workflow or actions described in the overview.
• Use when the request clearly matches the imported source intent: Automate Freshservice ITSM tasks via Rube MCP (Composio): create/update tickets, bulk operations, service requests, and outbound emails. Always search tools first for current schemas.
• Use when the operator should preserve upstream workflow detail instead of rewriting the process from scratch.
• Use when provenance needs to stay visible in the answer, PR, or review packet.
• Use when copied upstream references, examples, or scripts materially improve the answer.
• Use when the workflow should remain reviewable in the public intake repo before the private enhancer takes over.

Operating Table

Workflow

This workflow is intentionally editorial and operational at the same time. It keeps the imported source useful to the operator while still satisfying the public intake standards that feed the downstream enhancer flow.

1. Verify Rube MCP is available by confirming RUBESEARCHTOOLS responds
2. Call RUBEMANAGECONNECTIONS with toolkit freshservice
3. If connection is not ACTIVE, follow the returned auth link to complete Freshservice authentication
4. Confirm connection status shows ACTIVE before running any workflows
5. FRESHSERVICELISTTICKETS - List tickets with optional filtering and pagination [Required]
6. FRESHSERVICEGETTICKET - Get detailed information for a specific ticket [Optional]
7. filter: Predefined filter ('all_tickets', 'deleted', 'spam', 'watching')

Imported Workflow Notes

Imported: Setup

Get Rube MCP: Add https://rube.app/mcp as an MCP server in your client configuration. No API keys needed — just add the endpoint and it works.

1. Verify Rube MCP is available by confirming RUBE_SEARCH_TOOLS responds
2. Call RUBE_MANAGE_CONNECTIONS with toolkit freshservice
3. If connection is not ACTIVE, follow the returned auth link to complete Freshservice authentication
4. Confirm connection status shows ACTIVE before running any workflows

Imported: Core Workflows

1. List and Search Tickets

When to use: User wants to find, list, or search for tickets

Tool sequence:

1. FRESHSERVICE_LIST_TICKETS - List tickets with optional filtering and pagination [Required]
2. FRESHSERVICE_GET_TICKET - Get detailed information for a specific ticket [Optional]

Key parameters for listing:

• filter: Predefined filter ('all_tickets', 'deleted', 'spam', 'watching')
• updated_since: ISO 8601 timestamp to get tickets updated after this time
• order_by: Sort field ('created_at', 'updated_at', 'status', 'priority')
• order_type: Sort direction ('asc' or 'desc')
• page: Page number (1-indexed)
• per_page: Results per page (1-100, default 30)
• include: Additional fields ('requester', 'stats', 'description', 'conversations', 'assets')

Key parameters for get:

• ticket_id: Unique ticket ID or display_id
• include: Additional fields to include

Pitfalls:

• By default, only tickets created within the past 30 days are returned
• Use updated_since to retrieve older tickets
• Each include value consumes additional API credits
• page is 1-indexed; minimum value is 1
• per_page max is 100; default is 30
• Ticket IDs can be the internal ID or the display_id shown in the UI

2. Create a Ticket

When to use: User wants to log a new incident or request

Tool sequence:

1. FRESHSERVICE_CREATE_TICKET - Create a new ticket [Required]

Key parameters:

• subject: Ticket subject line (required)
• description: HTML description of the ticket (required)
• status: Ticket status - 2 (Open), 3 (Pending), 4 (Resolved), 5 (Closed) (required)
• priority: Ticket priority - 1 (Low), 2 (Medium), 3 (High), 4 (Urgent) (required)
• email: Requester's email address (provide either email or requester_id)
• requester_id: User ID of the requester
• type: Ticket type ('Incident' or 'Service Request')
• source: Channel - 1 (Email), 2 (Portal), 3 (Phone), 4 (Chat), 5 (Twitter), 6 (Facebook)
• impact: Impact level - 1 (Low), 2 (Medium), 3 (High)
• urgency: Urgency level - 1 (Low), 2 (Medium), 3 (High), 4 (Critical)

Pitfalls:

• subject, description, status, and priority are all required
• Either email or requester_id must be provided to identify the requester
• Status and priority use numeric codes, not string names
• Description supports HTML formatting
• If email does not match an existing contact, a new contact is created

3. Bulk Update Tickets

When to use: User wants to update multiple tickets at once

Tool sequence:

1. FRESHSERVICE_LIST_TICKETS - Find tickets to update [Prerequisite]
2. FRESHSERVICE_BULK_UPDATE_TICKETS - Update multiple tickets [Required]

Key parameters:

• ids: Array of ticket IDs to update (required)
• update_fields: Dictionary of fields to update (required)
  • Allowed keys: 'subject', 'description', 'status', 'priority', 'responder_id', 'group_id', 'type', 'tags', 'custom_fields'

Pitfalls:

• Bulk update performs sequential updates internally; large batches may take time
• All specified tickets receive the same field updates
• If one ticket update fails, others may still succeed; check response for individual results
• Cannot selectively update different fields per ticket in a single call
• Custom fields must use their internal field names, not display names

4. Create Ticket via Outbound Email

When to use: User wants to create a ticket by sending an outbound email notification

Tool sequence:

1. FRESHSERVICE_CREATE_TICKET_OUTBOUND_EMAIL - Create ticket with email notification [Required]

Key parameters:

• email: Requester's email address (required)
• subject: Email subject / ticket subject (required)
• description: HTML email body content
• status: Ticket status (2=Open, 3=Pending, 4=Resolved, 5=Closed)
• priority: Ticket priority (1=Low, 2=Medium, 3=High, 4=Urgent)
• cc_emails: Array of CC email addresses
• email_config_id: Email configuration ID for the sender address
• name: Requester name

Pitfalls:

• This creates a standard ticket via the /api/v2/tickets endpoint while sending an email
• If the email does not match an existing contact, a new contact is created with the provided name
• email_config_id determines which email address the notification appears to come from

5. Create Service Requests

When to use: User wants to submit a service catalog request

Tool sequence:

1. FRESHSERVICE_CREATE_SERVICE_REQUEST - Create a service request for a catalog item [Required]

Key parameters:

• item_display_id: Display ID of the catalog item (required)
• email: Requester's email address
• quantity: Number of items to request (default: 1)
• custom_fields: Custom field values for the service item form
• parent_ticket_id: Display ID of a parent ticket (for child requests)

Pitfalls:

• item_display_id can be found in Admin > Service Catalog > item URL (e.g., /service_catalog/items/1)
• Custom fields keys must match the service item form field names
• Quantity defaults to 1 if not specified
• Service requests follow the approval workflow defined for the catalog item

Imported: Prerequisites

• Rube MCP must be connected (RUBE_SEARCH_TOOLS available)
• Active Freshservice connection via RUBE_MANAGE_CONNECTIONS with toolkit freshservice
• Always call RUBE_SEARCH_TOOLS first to get current tool schemas

Examples

Example 1: Ask for the upstream workflow directly

Use @freshservice-automation-v2 to handle <task>. Start from the copied upstream workflow, load only the files that change the outcome, and keep provenance visible in the answer.

Explanation: This is the safest starting point when the operator needs the imported workflow, but not the entire repository.

Example 2: Ask for a provenance-grounded review

Review @freshservice-automation-v2 against metadata.json and ORIGIN.md, then explain which copied upstream files you would load first and why.

Explanation: Use this before review or troubleshooting when you need a precise, auditable explanation of origin and file selection.

Example 3: Narrow the copied support files before execution

Use @freshservice-automation-v2 for <task>. Load only the copied references, examples, or scripts that change the outcome, and name the files explicitly before proceeding.

Explanation: This keeps the skill aligned with progressive disclosure instead of loading the whole copied package by default.

Example 4: Build a reviewer packet

Review @freshservice-automation-v2 using the copied upstream files plus provenance, then summarize any gaps before merge.

Explanation: This is useful when the PR is waiting for human review and you want a repeatable audit packet.

Best Practices

Treat the generated public skill as a reviewable packaging layer around the upstream repository. The goal is to keep provenance explicit and load only the copied source material that materially improves execution.

• Keep the imported skill grounded in the upstream repository; do not invent steps that the source material cannot support.
• Prefer the smallest useful set of support files so the workflow stays auditable and fast to review.
• Keep provenance, source commit, and imported file paths visible in notes and PR descriptions.
• Point directly at the copied upstream files that justify the workflow instead of relying on generic review boilerplate.
• Treat generated examples as scaffolding; adapt them to the concrete task before execution.
• Route to a stronger native skill when architecture, debugging, design, or security concerns become dominant.

Troubleshooting

Problem: The operator skipped the imported context and answered too generically

Symptoms: The result ignores the upstream workflow in plugins/antigravity-awesome-skills/skills/freshservice-automation, fails to mention provenance, or does not use any copied source files at all. Solution: Re-open metadata.json, ORIGIN.md, and the most relevant copied upstream files. Check the external_source block first, then restate the provenance before continuing.

Problem: The imported workflow feels incomplete during review

Symptoms: Reviewers can see the generated SKILL.md, but they cannot quickly tell which references, examples, or scripts matter for the current task. Solution: Point at the exact copied references, examples, scripts, or assets that justify the path you took. If the gap is still real, record it in the PR instead of hiding it.

Problem: The task drifted into a different specialization

Symptoms: The imported skill starts in the right place, but the work turns into debugging, architecture, design, security, or release orchestration that a native skill handles better. Solution: Use the related skills section to hand off deliberately. Keep the imported provenance visible so the next skill inherits the right context instead of starting blind.

Related Skills

• @00-andruia-consultant - Use when the work is better handled by that native specialization after this imported skill establishes context.
• @00-andruia-consultant-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.
• @10-andruia-skill-smith - Use when the work is better handled by that native specialization after this imported skill establishes context.
• @10-andruia-skill-smith-v2 - Use when the work is better handled by that native specialization after this imported skill establishes context.

Additional Resources

Use this support matrix and the linked files below as the operator packet for this imported skill. They should reflect real copied source material, not generic scaffolding.

Imported Reference Notes

Imported: Quick Reference

Imported: Common Patterns

Status Code Reference

Priority Code Reference

Pagination

• Use page (1-indexed) and per_page (max 100) parameters
• Increment page by 1 each request
• Continue until returned results count < per_page
• Default page size is 30

Finding Tickets by Date Range

1. Call FRESHSERVICE_LIST_TICKETS with updated_since='2024-01-01T00:00:00Z'
2. Optionally add order_by='updated_at' and order_type='desc'
3. Paginate through results

Imported: Known Pitfalls

Numeric Codes:

• Status and priority use numeric values, not strings
• Source channel uses numeric codes (1-6)
• Impact and urgency use numeric codes (1-3 or 1-4)

Date Filtering:

• Default returns only tickets from the last 30 days
• Use updated_since parameter for older tickets
• Date format is ISO 8601 (e.g., '2024-01-01T00:00:00Z')

Rate Limits:

• Freshservice API has per-account rate limits
• Each include option consumes additional API credits
• Implement backoff on 429 responses

Response Parsing:

• Response data may be nested under data or data.data
• Parse defensively with fallback patterns
• Ticket IDs are numeric integers

Imported: Limitations

• Use this skill only when the task clearly matches the scope described above.
• Do not treat the output as a substitute for environment-specific validation, testing, or expert review.
• Stop and ask for clarification if required inputs, permissions, safety boundaries, or success criteria are missing.