We are migrating some of our features and offerings to an upgraded version. The details of these upcoming migrations and their impact are listed below. 


Deprecation of username and password-based basic authentication for API v2


To provide enhanced data security, we are deprecating username and password-based basic authentication of Freshservice APIs. After May 31st 2023, only Basic auth with API key will be supported.


Post the deprecation date of May 31, 2023, all API requests using username/password through basic authentication will fail. This means all your workflows and customizations using username/password through basic authentication will fail.


Date

Changes

Action Required

May 31, 2023

The following features where you may be using Freshservice APIs will be impacted due to this deprecation:

  • Workflow automator ( Web request nodes and “Trigger Webhook” action nodes)

  • Custom apps

  • Portal customization

  • Any custom services or middleware developed using Freshservice APIs

Replace the username/password based basic authentication for all Freshservice API requests with basic auth API Key authentication.


Note: Freshservice API authentication can be achieved by using basic auth with the following values.

Username: <API key>
Password: <AnyRandomString>



Removal of Deprecated Attributes from User Management APIs


To reduce redundancy in APIs  after the enhancements to Freshservice’s user management module, we will remove all deprecated attributes from the Agent and Agent Group APIs by May 31st, 2023. 


Date

Changes

Action Required

May 31, 2023

The following attributes will be deprecated from the Agents object in both API requests and responses.

  • ticket_scope  - Scopes can now be defined for each role

  • problem_scope - Scopes can now be defined for each role

  • change_scope - Scopes can now be defined for each role

  • release_scope - Scopes can now be defined for each role

  • group_ids - Users can be both observers and members of a group

  • role_ids - Now stored as an array of hashes in the ‘roles’ attribute

  • scopes - Scopes can now be defined for each role. This attribute will not be sent in API responses post deprecation

1. Please reconfigure your workflows, apps, and other locations where these attributes are referenced in API requests and/or responses to prevent possible disruption in functionality.


2. Use the following attributes instead of the deprecated attributes:

  • Instead of the attributes ticket_scope, problem_scope, change_scope, release_scope, scopes, use roles -> assignment_scope

  • Instead of the attribute group_ids use member_of and observer_of 

  • Instead of the attribute role_ids use roles -> role_id

  • Instead of the attribute agent_ids use members and observers 

The following attributes will be deprecated from the Agent Groups object in both API requests and responses.

  • agent_ids - Replaced with a combination of the ‘members’ and ‘observers’ attributes


Post the deprecation date of May 31, 2023, any inputs of API requests that use these attributes will not be accepted. Any responses that contain the ‘Agents’ or ‘Agent Groups’ object will no longer contain these deprecated attributes. 


If you have used APIs with any of the attributes listed above in any of the following actions, you may be impacted by this deprecation:

  • To configure your workflows (Web Requests and Trigger webhook actions)

  • To customize your portal

  • To interact with Freshservice instance from any of your custom applications



Deprecation of Amazon Web Services Marketplace App


To empower our power users of AWS cloud with more advanced cloud discovery and management solutions, we will be upgrading you to the AWS Cloud discovery application. As a part of this new upgrade, we will deprecate the Amazon Web Services ( Native AWS app) application from our marketplace on 31st May 2023.


Date

Changes

Action Required

May 31, 2023

We are upgrading to the AWS Cloud discovery application and deprecating the Amazon Web Services.

For more information, refer to THIS solution article.

Uninstall Amazon Web Services application and switch over to the new AWS Cloud Discovery application to leverage deeper discovery and automation use cases.



Strengthening TLS 1.2 Cipher Suites


We are updating and implementing new security controls to ensure information systems and customer data used as part of our offerings are protected. 


We ended support for the older versions of TLS (1.1 and below) and continued support for TLS 1.2 across our suite of products in April 2020. Next, we will be changing our transport layer security controls to allow only TLS 1.2 Strong cipher suites.



Date

Changes

Action Required

May 31, 2023

We will be changing our transport layer security controls to allow only TLS 1.2 Strong cipher suites.

Please ensure that you use a modern, updated web browser and mobile OS to access Freshservice.


If you’ve built custom integrations with Freshservice, please ensure your API Clients are compatible with the TLS 1.2 Strong cipher suites.


More information on how to test your api client compatibility can be found here.



Please reach out to [email protected] for any support or queries.