Perform operations on Box users, groups, files, and folders and manage Box usage in Freshservice
The Box app lets you automate repeatable actions within Freshservice and also helps you track accurate usage information for SaaS Management.
Orchestration apps give you the ability to automate several repeatable actions that span across a diverse set of systems by performing specific actions with Freshservice Workflows. With the Box app you can perform actions for:
Lookup User Id
Add User to Group
Transfer Owned Items
Get Shared Link for File
Create Shared Link for File
Attach Box File to FS TIcket Note
Create Ticket With Attachment as Box File
Upload Ticket Attachment to Box
Get Shared Link for Folder
Create Shared Link for Folder
Note: All Document and Folder management actions can be performed only on the items inside the Custom App the user is going to configure.
Freshservice’s integration with Box for SaaS Management enables you to track and manage users using Box directly within Freshservice. Integrating with Box enables you to:
Track users using Box and how frequently they use Box (not just by login, but also create/update files in Box) to identify inactive users for de-provisioning
To start using Box API you need to set up a Custom App using server-side authentication
Log into Box and navigate to the Developer Console. Select Create New App.
Select Custom App from the list of application types. A modal will appear to prompt a selection for the next step.
Select Server Authentication (with JWT) to verify application identity with a key pair. Then, provide a name for your application and click Create App.
Note: Once you make a selection, you will not be able to change to a different authentication method without creating a new application.
2. Basic configuration
To work with existing Managed Users of the enterprise, navigate to the Application Access settings accessible via the Configuration tab of the Developer console. Set to App Access + Enterprise Access.
Select all the scopes listed under Application scopes in order to perform app actions. See the scopes guide for detailed information on each option here.
3. Public and Private Key Generation
Once a Custom App is created leveraging Server Authentication with JWT, a key pair can be generated via the Configuration tab within the Developer Console. Regardless of the method, you select, your Box account will need to have 2FA enabled for security purposes.
To generate the keypair configuration file, navigate to the Configuration tab of the Developer Console and scroll down to the Add and Manage Public Keys section
Click the Generate a Public/Private Keypair button to have Box generate a keypair for you. This will trigger the download of a JSON configuration file that you can use in your application as input to Box config param.
Note: For security reasons, Box will not store your private key. If you lose your private key, you will need to reset the entire key pair.
4. App Authorization
Before the application can be used, a Box Admin needs to authorize the application within the Box Admin Console.
Navigate to the Authorization tab for your application within the Developer Console.
Click Submit and Review to send an email to your Box enterprise Admin for approval.
Re-authorization after making configuration changes
As a general rule of thumb, applications require re-authorization, in the Box Admin console, after making any configuration changes within the Developer Console. If this step is skipped, any generated Access Tokens will not reflect the configuration changes.
App Installation Parameter
To install and authenticate the app you need to provide the following input:
Box Config - Copy it from the JSON file downloaded while generating a Public and private key pair
The following two parameters are required for attaching documents to your Freshservice tickets as either a note or directly to a new ticket.
Freshservice Domain - The domain of your Freshservice tenant. Example: demo.freshservice.com
Freshservice API Key - Login to your Freshservice tenant. Click on your profile icon then "Profile Settings" on the right side pane, under "Your API Key" complete the captcha and copy your API key.