Freshservice (Pro)

The Freshservice Integration allows you to push DefectDojo Findings and Finding Groups as Freshservice tickets, assigned to an agent Group of your choice.

Instance Setup#

• Label should be the label that you want to use to identify this integration.
• Location should be set to your Freshservice URL: https://yourcompany.freshservice.com.
• API Key should be a Freshservice API key. Find it by clicking your profile picture (top right) > Profile settings - the key appears on the right below the Delegate Approvals section, after you complete the captcha. If no key is shown there, API access may be disabled at the account level and an administrator has to enable it first.
• Requester Email should be the email address tickets are requested on behalf of. Freshservice requires a requester on every ticket, so DefectDojo creates tickets with this address as the requester.

Issue Tracker Mapping#

• Group ID should be the numeric ID of the Freshservice agent group tickets will be assigned to. Find it in the URL while viewing the group under Admin > Agent Groups.
• Workspace ID (optional) routes tickets to a specific workspace on multi-workspace accounts. Leave it empty to use the primary workspace.

Severity Mapping Details#

This maps to the Freshservice ticket Priority field, which uses numeric codes (1 Low, 2 Medium, 3 High, 4 Urgent). The priority names are also accepted:

• Severity Field Name: Priority
• Info Mapping: 1
• Low Mapping: 1
• Medium Mapping: 2
• High Mapping: 3
• Critical Mapping: 4

Status Mapping Details#

This maps to the ticket Status field, which uses numeric codes (2 Open, 3 Pending, 4 Resolved, 5 Closed). The status names are also accepted:

• Status Field Name: Status
• Active Mapping: 2
• Closed Mapping: 5
• False Positive Mapping: 5
• Risk Accepted Mapping: 3

A few Freshservice-specific behaviors to be aware of:

• Updates sync the full ticket content - Freshservice allows the subject and description to be edited after creation.
• Tickets are closed rather than deleted when a Finding is removed; tickets already Resolved or Closed are left untouched. A resolution note is attached automatically on closure, so accounts that require one (a common business rule) accept the close.
• Some accounts compute a ticket’s priority from an Impact/Urgency matrix or a business rule and ignore the priority sent at creation. DefectDojo detects this and re-applies the mapped priority with a follow-up update, so the mapping still takes effect.