--- title: "Freshservice integration" description: "Connect Guardian to Freshservice so actions can create Freshservice records." product: "Guardian" edition: "Classic" type: "workflow" url: "https://docs.cloudhouse.com/guardian/classic/control/integrations/freshservice/" --- # Freshservice integration A Freshservice integration with Guardian allows you to automatically create Freshservice records after certain events take place. For example, you can configure this as an **Action** that automatically creates a Freshservice record every time a scan or policy fails in your Guardian instance. Creating Freshservice records allows you to identify changes, assess risks, and take action on problematic issues. Applies to: `Guardian Classic` Additionally, a Freshservice integration lets you schedule a node synchronisation job that runs at a set interval to ensure the nodes you see in Guardian are kept up-to-date with what's present in Freshservice. For more information, see [Synchronise Nodes – Job Type](https://docs.cloudhouse.com/guardian/classic/control/job-schedule/job-types/synchronize-nodes-job-type/index.md). This topic describes how to set up a Freshservice integration with Guardian. !!! note If you've already set up the integration and want to configure Freshservice actions, see [Action: Create a Record in Freshservice](https://docs.cloudhouse.com/guardian/classic/control/events/actions/freshservice-record/index.md). ## Dependencies To add a Freshservice integration, you'll need a Freshservice account. This could be an existing user account, but we recommend setting up a brand new user account named 'Guardian' for easier identification. !!! note This feature was introduced in V4.3.49.1 of Guardian. To utilise any Freshservice functionality, you must be upgraded to this version or later. For more information, see [October 2024 Quarterly Release](https://docs.cloudhouse.com/guardian/classic/what-s-new/3-archive/2024/quarterly-releases/q3/october-feature-2024/index.md). ## Add a Freshservice integration To add a Freshservice integration to Guardian, complete the following: 1. In the Guardian web application, navigate to the **Integrations** tab (**Control** > **Integrations**) and click **Add Integration**. The **Add Integration** page is displayed. ![Addinteg](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/integrations/addinteg.png) 2. Select **Freshservice** from the list of available integrations. Here, you are required to complete the following options: !!! note Options for detecting nodes using a Freshservice integration can be found in the **Job Schedule** tab (**Control** > **Job Schedule**). For more information, see [Synchronise Nodes – Job Type](https://docs.cloudhouse.com/guardian/classic/control/job-schedule/job-types/synchronize-nodes-job-type/index.md). ![Freshservice integration](https://docs.cloudhouse.com/guardian/classic/assets/images/guardian/control/integrations/freshservice-integration.png) **Instance URL** field : The unique URL of your company’s Freshservice instance. For example, 'https://yourcompany.freshservice.com'. **API Key** field : The Freshservice API Key required to authenticate Guardian's access. For more information on how to source this, see [Where do I find my API key?](https://support.freshservice.com/support/solutions/articles/50000000306-where-do-i-find-my-api-key-) **Change Filter (optional)** field : Option to add a Freshservice query to filter the change records Guardian syncs. By default, the 'status:<6' query is used to sync only records with a status below 6, ensuring that only relevant and active change records are included. However, you can use a different query to filter your Freshservice change records. For example, you could use the query 'status:2 AND priority:1', which syncs only high priority change records that are currently in progress. \***Change Request Watch Trigger** field : The status number of a change request in Freshservice. When added, this will trigger Guardian to monitor the request. \***Change Start Indicator** field : Specifies the Freshservice field that represents the planned start date and time of the change. \***Change End Indicator** field : Specifies the Freshservice field that represents the planned end date and time of the change. \***Complete Status** field : The status number that indicates the change request has been completed. \***Close Status** field : The status number that indicates the change request has been closed. **Node Name Exclusion (optional)** field : Option to exclude certain nodes from Guardian. Any nodes listed here will not be detected during scans. The node names entered should be in a comma-separated list with no spaces. For example, 'nodename1,nodename2,nodename3'. **Scan Nodes (assets) on Word End** checkbox : Option to scan any nodes that are impacted by a change request. If selected, the scanned nodes are tagged with the change request ID allowing Guardian to compare impacted nodes to the change request's implementation work and provide policy compliance. For more information, see [Freshservice Automated Change Reconciliation](https://docs.cloudhouse.com/guardian/classic/what-s-new/2-previous-release/2025/quarterly/q1/freshservice-automated-change-reconciliation/index.md). **Enable Verbose Logging (not recommended)** checkbox : Option to enable verbose integration logging. If selected, Guardian will collect extra information for troubleshooting purposes. !!! note This option is only recommended for troubleshooting purposes. **Validate Change** checkbox : Option to only look at the nodes impacted by a change request during the post-implementation stage and check that: - A policy in Guardian that is named with the corresponding change request ID is passing. - The node in fact changed when it was meant to. !!! warning Guardian will only validate whether a change request is in compliance with a policy, if the policy name in Guardian matches the change request ID. For more information, see [Freshservice Automated Change Reconciliation](https://docs.cloudhouse.com/guardian/classic/what-s-new/2-previous-release/2025/quarterly/q1/freshservice-automated-change-reconciliation/index.md). **Detect Unauthorized Change** checkbox : Option to detect changes that occur on nodes that don't match up with the change request in Freshservice. If selected, the following options are displayed: - **Select applicable environments** checkboxes – The list of environments in your Guardian instance. Select the environment(s) you want to detect the change request records in. - Unauthorised Change Request Window field – The number of hours Guardian will check back to look for related change request records. - Unauthorised Change Request Filter (optional) field – Option to add a Freshservice query to filter the change records synced by Guardian. !!! note \*These fields were added in V3.61.0 of the Guardian web application. Upgrade to this version to access the most up to date functionality, see [December 2025 Monthly Release](https://docs.cloudhouse.com/guardian/classic/what-s-new/2-previous-release/2025/monthly/december-2025/index.md) for more information. 3. Once you have set the correct values for each of the options displayed, click **Done** to create the Freshservice integration. If successful, a confirmation message is displayed and the Freshservice integration is added to the **Integrations** tab of your Guardian instance. If unsuccessful, an error message is displayed. Use the information displayed in the error message(s) to troubleshoot the values in your **Freshservice Integration** options. ## Troubleshooting If you are experiencing issues with your integration, try the following: - Verify that the values supplied for the integration are correct. - To confirm the status of the integration sync, check the integration sync event in the **Events** tab (**Control** > **Events**) of your Guardian instance. For more information, see [Events](https://docs.cloudhouse.com/guardian/classic/control/events/events/index.md).