Freshservice questionnaire

Share this page with your Freshservice admin before you set up the Freshservice integration. With these answers you can complete the Xyte wizard yourself.

What the integration does: every Xyte device incident places a service request from a service catalog item, and resolves it when the Xyte incident is resolved. Every 15 minutes Xyte checks the request and syncs status and priority changes back.

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Need Incident tickets instead?
This integration creates service requests. For an Incident-based integration, contact [email protected].

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Hand over secrets securely
Don't write the API key or password into this questionnaire. Pass it on through a password manager.

1. Owners

#	Question	Why Xyte needs it	Answer
1.1	Who is the Freshservice admin for this project (name, email)?	They provide the agent, API key and catalog item.
1.2	Which group fulfils the requests Xyte creates?	Decides the catalog item in section 3.

2. Account and access

#	Question	Why Xyte needs it
2.1	What is the instance URL? (e.g. `https://acme.freshservice.com`)	Entered as Instance URL, including `https://`.
2.2	Is there a dedicated agent for Xyte? Can it place service requests and update them?	Requests are placed and resolved as this agent.
2.3	Will you use the agent's API key (recommended) or a username and password?	With an API key, the password field stays empty.
2.4	Confirm the API key (or password) is ready to hand over securely.	Entered in the Connection step.
2.5	Does Freshservice restrict API access by IP address?	If yes, contact [email protected] before setup.

3. Service catalog

#	Question	Why Xyte needs it
3.1	Which catalog category should requests come from?	Picked from a list.
3.2	Which catalog item should Xyte request (e.g. "Device issue")? Create one if none fits. It needs at least one text field for the description.	Picked from a list. Setup fails on an item with no custom fields.
3.3	Which text field of that item should hold the incident description?	Picked in Fields Configuration.
3.4	Does the item have other mandatory fields?	Xyte fills only the description field. Make the others optional, or give them a default in Freshservice.
3.5	Which email should be the request's owner (requester)?	Entered as Owner email in Fields Configuration.

4. Closing and scope

#	Question	Why Xyte needs it	Answer
4.1	Are fields required before a request can be resolved?	They would block the automatic resolve.
4.2	Should every Xyte incident create a request, or only those at or above a minimum priority? Xyte's order is Critical > High > Moderate > Low > Planning, so a minimum of High sends High and Critical.	Set in Filtering.

Where the answers go in Xyte

Wizard step	Answers
Connection	2.1, 2.3, 2.4
Catalog Category	3.1
Catalog Item	3.2
Fields Configuration	3.3, 3.5
Filtering	4.2
Enable	—

Next: follow the Freshservice setup guide.