With your service desk being the center of operations amidst multiple tools used in your organization, integrating your service desk seamlessly with your ecosystem would be vital. With Web Request nodes, we now have the ability to integrate with all kinds of 3rd party systems, including the ones which you cannot integrate with from our orchestration center.


What are Web Request Nodes?

Web Request node allows you to fire off an API request from the Workflow Automator to any 3rd party system that uses REST APIs.




You can also reference the status code returned from the request in subsequent condition nodes to branch out based on the success or failure of the request.


WebRequest vs Webhook


WebRequest Node

Webhook

Parse the response body of the request with the JSON parser and reference the response outputs in subsequent nodes.

Cannot perform actions based on the response we get from the webhook.

Proceeds to the next node only after it has received a response.

Performs subsequent actions even if it hasn’t received a response.


Let’s look at an example and see how the Web Request node can be used in the workflow.


Sample Usecase


In this example, we’ll invoke a Web Request to generate a strong temporary password for a Password Reset service request.

Step 1

Select Ticket is raised in the Event block and choose the Service item for Password Reset in the Condition block.



Drag and drop the Web Request node into the canvas to trigger a Custom API request and set the Authentication Type as No Auth.


Note: We can route the requests to on-premise networks with the help of the Orchestration Server.


Step 2


The status code can be checked for a 2XX response in the condition block to ensure that this request is successful.



Step 3


Test the Web Request action and copy the sample response body to the clipboard.


Step 4


Drag and drop the JSON Parser node onto the canvas.


Step 5


Map the Source to the output of the Web Node Request.



Step 6


Paste the sample response body into the Payload section and hit the Generate Output button to automatically create the outputs based on the schema of the payload input. 


Step 7


To perform actions on Microsoft AD, drag and drop the app node to the canvas and execute the Reset Password action from Microsoft AD. 


Use the respective Custom user field placeholder (SamAccountName) across the name payload. The new password can be fetched from the outputs defined in the Parser fields.



Tip: You can use the Discovery Probe to sync your SamAccountName with a Custom User field in Freshservice.

Step 8


Finally, Unlock the account and send an email to the requester with the new password. 






You can set up much more with WebRequest nodes.

Invoke WebRequest node to fetch ticket details and perform actions based on it.