Workflows

Configure Freshservice workflow actions in Rootly to create and update tickets and tasks from incidents with assignment, status, and category controls.

Overview

The Freshservice integration provides four workflow actions for managing tickets and tasks. If you are unfamiliar with how Genius workflows work, visit the Workflows documentation first.

Available Workflow Actions

Create a Freshservice Ticket

This action creates a new ticket in Freshservice.

Field	Description	Required
Name	Display name for this workflow action
Request User Email	Email of the requester. Must exist in Freshservice. Supports Liquid	Yes
Subject	Ticket subject line. Supports Liquid	Yes
Description	Ticket body. Supports Liquid
Tags	Comma-separated tags to apply to the ticket. Supports Liquid
CC Emails	Additional email addresses to CC on the ticket
Priority	Ticket priority. Auto mirrors the incident severity
Status	Ticket status. Auto mirrors the incident status
Custom Fields Mapping	JSON mapping Freshservice custom field names to values. Supports Liquid

Priority mapping (Auto)

Rootly Severity	Freshservice Priority
Critical	Urgent (4)
High	High (3)
Medium	Medium (2)
Low	Low (1)

Status mapping (Auto)

Rootly Status	Freshservice Status
Started	Open (2)
Mitigated	Open (2)
Resolved	Resolved (4)

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Update a Freshservice Ticket

This action updates an existing Freshservice ticket.

When a Create a Freshservice Ticket action runs, Rootly stores the resulting ticket ID on the incident record. Reference it in subsequent update actions using Liquid variables.

Field	Description	Required
Name	Display name for this workflow action
Ticket ID	Freshservice ticket ID to update. Supports Liquid	Yes
Subject	Updated ticket subject. Supports Liquid	Yes
Description	Updated ticket description. Supports Liquid
Tags	Updated tags. Supports Liquid
Priority	Updated priority
Status	Updated ticket status
Custom Fields Mapping	Updated custom field values as JSON. Supports Liquid

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Create a Freshservice Task

This action creates a task within an existing Freshservice ticket.

Field	Description	Required
Name	Display name for this workflow action
Parent Ticket ID	Freshservice ticket ID to create the task under. Supports Liquid	Yes
Title	Task title. Supports Liquid	Yes
Description	Task description. Supports Liquid
Status	Task status. Auto mirrors the incident or action item status	Yes

Task status mapping (Auto)

Rootly Status	Freshservice Task Status
Open	Open (1)
In Progress	In Progress (2)
Done / Cancelled	Completed (3)

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Update a Freshservice Task

This action updates an existing task within a Freshservice ticket.

Field	Description	Required
Name	Display name for this workflow action
Parent Ticket ID	Freshservice ticket ID containing the task. Supports Liquid	Yes
Task ID	Freshservice task ID to update. Supports Liquid	Yes
Title	Updated task title. Supports Liquid
Description	Updated task description. Supports Liquid
Status	Updated task status	Yes

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Troubleshooting

Ticket creation fails with a requester not found error

The email provided in the Request User Email field must correspond to an existing Freshservice contact or agent. Verify the email address exists in your Freshservice account before creating tickets.

Custom fields are not being set

Custom field names in the Custom Fields Mapping JSON must match the field names as they appear in the Freshservice API (typically snake_case). Check your Freshservice admin settings under Admin > Custom Fields to confirm the correct field names.