---
title: "Action: create a Freshservice record"
description: "Create a Freshservice record automatically when an event happens in Guardian."
product: "Guardian"
edition: "Classic"
type: "workflow"
url: "https://docs.cloudhouse.com/guardian/classic/control/events/actions/freshservice-record/"
---
# Action: create a Freshservice record

Create a Freshservice record automatically when an event happens in Guardian. For example, with a Freshservice integration, you can automatically create a Freshservice record in the event of a failed scan in Guardian. Your team can then use that Freshservice record to ensure the issue is addressed and remedied. You can configure this using an **Action** in your Guardian instance.

Applies to: `Guardian Classic`

!!! note

    The following process assumes you have a Freshservice integration already configured in Guardian. For more information, see [Freshservice Integration](https://docs.cloudhouse.com/guardian/classic/control/integrations/freshservice/index.md).

![Freshservice record](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/events/freshservice-record.png)

!!! tip

    For an overview of actions in Guardian, including more options available to choose from, see [Actions](https://docs.cloudhouse.com/guardian/classic/control/events/actions/actions/index.md).

## Action Settings

When configuring a **Create a Record in Freshservice** action, the following settings are presented:

**Action name** field
:   A unique name for the action. This name is how you will identify this action among all others configured in your Guardian instance, so ensure it is descriptive. For example, 'Failed Policy Freshservice Record' and not simply 'Freshservice Record'.

**Freshservice Integration** drop-down list
:   A list of all Freshservice integrations configured in your Guardian instance. From the drop-down list, select the Freshservice integration you want to use for this action.

**Record Type** drop-down list
:   A list of record types available in Freshservice. From the drop-down, select one of the following options to assign to the records created by this action:

    - Problem.
    - Ticket.

**Subject** field
:   A brief summary of the event that triggered the action. Think of this as a title for each record.  To make your descriptions dynamic, you can include variables in this field. Variables are pieces of text that Guardian will replace with relevant data. For example, you could use the variable `{{ policy }}` to indicate which specific policy triggered the action. When a Freshservice record is created, you will see that policy name in place of the variable.

**Description** field
:   A detailed overview of the event that triggered the action. What you enter here will be used in the **Description** field of the resulting Freshservice record. You can include more detail here to help the assigned group address the issue.  To make your descriptions dynamic, you can include variables in this field. For example, you could use the variable `{{ policy }}` to indicate which specific policy triggered the action. When a Freshservice record is created, you will see that policy name in place of the variable.

**Email** field
:   The email address of the person who should be notified of the record.

**Priority** drop-down list
:   A list of impact levels you can assign to records in Freshservice. Consider how quickly your team needs to address the triggering event when determining the urgency. For example, an integration failure in Guardian might call for more urgent remediation than a node failing a policy scan. From the drop-down, select one of the following:

    - 1 – Low.
    - 2 – Medium.
    - 3 – High.
    - 4 – Urgent.

**Impact** drop-down list
:   A list of priority levels you can assign to records in Freshservice. Consider the event you're using to trigger this action when determining the impact. For example, a single failed node scan might have a lower impact than a failed environment scan. From the drop-down, select one of the following:

    - 1 – Low.
    - 2 – Medium.
    - 3 – High.

**Workspace Id** field
:   The unique identifier associated with your workspace in Freshservice. A workspace in Freshservice is essentially a dedicated environment where you can manage records, incidents, service requests, and other tasks.

**Custom Fields (JSON)** field (optional)
:   Data you wish to use to populate any other fields relevant to your Freshservice records. Enter a JSON body in this text box to set the values of fields not present when configuring this action. For example, use `{"sample_text_field": "Sample Text"}`, where `sample_text_field` is replaced with the name of the field in your Freshservice instance and `Sample Text` with the desired field value.

These settings are configured when adding a new action, and they can also be edited at any time through the **Actions** tab (**Control** > **Events** > **Action**). To edit an action from the **Actions** tab, click the **Ellipsis** (![Ellipses](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/buttons/ellipses.png)) and select **Edit**. Once you have made your edits, click **Done** to save them.

## Add a create a record in Freshservice action

You can add a new **Create a Record in Freshservice** action from any saved view in your Guardian instance. Each saved view represents a specific event determined using a query on the **Events** page. The saved view you select during this configuration determines the corresponding event that triggers your new action. For more information, see [Saved Views](https://docs.cloudhouse.com/guardian/classic/control/events/events/index.md#saved-views).

To add a Create a Record in Freshservice action, complete the following process:

!!! tip

    For help completing any of the following fields, refer to their respective descriptions in the **Action Settings** table above.

1. Navigate to the **Events** tab (**Control** > **Events**).
2. Click the **Saved Views** button at the top of the page. The **Saved Views** side panel is displayed.

    ![Screenshot showing the Guardian Events page with a border around the Saved Views button.](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/events/add-action-01.png)

3. Select the event you want to trigger your new action. The saved view for that event is displayed.
4. Click the **Actions** tab to display all existing actions configured for this event.
5. Click the **Add Action** button. The **Add New Action** page is displayed.

    ![Screenshot showing the Guardian Events page with a border around the Actions tab and the Add Action button.](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/events/add-action-02.png)

6. Click **Create a Record in Freshservice**. The required fields are displayed.
7. Enter an **Action name**.
8. Select an integration from the **Freshservice Integration** drop-down.
9. Select a **Record Type**.
10. Enter a **Subject**, **Description** , and **Email**.
11. Select a **Priority** and **Impact**.
12. Enter a **Workspace Id**.
13. (Optional) Enter a JSON body in **Custom Fields (JSON)** to define any fields in your Freshservice records that are not listed here.
14. Click **Done**.

Now, a confirmation dialog is displayed and you are redirected to the **Actions** tab for your selected saved view. Here, you can view your new action. To disable, edit, or test the action, click the **Ellipsis** (![Ellipses](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/buttons/ellipses.png)) and select the appropriate option.