Note: Please ensure that you read this article in its entirety and understand the actions that you may have to take. 


We are making changes to some of our systems and features to provide you improved services and ensure that you have an uninterrupted IT service management experience. The details of all these changes and their impact are listed below:


  1. Deprecation of old "List All Ticket Fields” and “List All Change Fields” API Endpoints.

  2. Allowlisting new NAT IP Addresses for all outward communication from Freshservice.

  3. Deprecation of JWT Authentication for Zoom Orchestration App.

  4. Deprecation of Alert Profile end points

  5. Deprecation of legacy AWS CloudWatch app (that creates alerts as tickets directly) 



Deprecation of old "List All Ticket Fields” and “List All Change Fields” API Endpoints


We’re deprecating the old versions of the ‘List all ticket fields’ and ‘List all change fields’ on November 30, 2023. 


What is changing?
After November 30, 2023 only the new “List All Ticket Fields” and “List All Change Fields” API endpoints will be supported. Calls to the older versions of “List All Ticket Fields” and “List All Change Fields” APIs will fail.

Date

Who will be impacted?

Action Required

November 30, 2023

If you’re using the old versions of the above-mentioned API endpoints, you will be affected by this migration.  


Please switch over to  the new ‘List all ticket fields’ and ‘List all change fields’ API endpoints by November 30, 2023 in all the locations where the old APIs are referenced to prevent disruptions.



Allowlisting new Freshservice NAT IP addresses 


To enhance security, we've updated the NAT IP addresses used to support all outgoing communications from Freshservice to other external services. 


What is changing?
We have added NAT IP addresses that will support all outgoing communications from Freshservice to other external services. Here is the list of new IP addresses.

Date

Who will be impacted?

Action Required

November 30, 2023

If you have any firewall/allowlisting mechanism configured on your networks and services with which Freshservice communicates, and you’ve allowlisted the older IP addresses only, then this migration will impact you. For example: web request nodes in workflow automator that invoke your custom API endpoints.

Please whitelist the newer IP addresses mentioned here in addition to the older IP addresses by November 30, 2023 to prevent possible disruptions.

 

Deprecation of JWT Authentication for Zoom Orchestration App

Note: Deadline for this change is September 1, 2023.


Zoom is deprecating the use of new JSON Web Tokens (JWT) for authentication on June 1, 2023, and recommends using OAuth instead. To continue using Freshservice's integration with the Zoom seamlessly, it is necessary to update the integration. Further, Zoom will stop supporting all existing JWT based authentication from September 1, 2023. Hence, it is important that you migrate all Zoom based Authentication onto OAuth.


What is changing?
The ability to create new JWT apps will be disabled on June 1, 2023. By September 1, 2023, JWT apps will reach their projected end-of-life.

Date

Who will be impacted?

Action Required

September 1, 2023

If you have used Freshservice integration with the Zoom-Orch application in SaaS management, Workflow Orchestration node, all related API calls made to Zoom will be impacted.

Please update your integration to use OAuth for authentication to continue using Zoom with Freshservice . More information here.



Deprecation of Alert endpoints


With the introduction of Alert Management Systems 2.0, the entity ‘Alert Profiles’ was deprecated and replaced with ‘Monitoring Tools’. To maintain consistency across endpoint URLs, we updated the URLs associated with the alert profiles.

During this entity change, the format of the endpoint URL was updated from ‘https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts’ to ‘https://accountname.alerts.freshservice.com/integrations/integrationID/alerts’.


What is changing?  
Old endpoint URLs in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts configured in your monitoring tools will not work.

Date

Who will be impacted?

Action Required

November 30, 2023

If you’re using the old endpoint URL in the format https://accountname.alerts.freshservice.com/alert_profiles/alert_profile_id/integrations/integration_id/alerts in your monitoring tool, you will be affected by this migration.    

If you’re still using the older endpoint URL format, navigate to Admin> Monitoring tools> Name of the monitoring tool> Endpoint URL and use the updated URL in your monitoring tool by November 30, 2023 to avoid disruption in functionality. 


Get detailed instructions to change the endpoint URL for your monitoring tool here.



Deprecation of Legacy AWS CloudWatch application


As part of our ongoing efforts to improve our services over AWS integration, we will be deprecating the legacy AWS CloudWatch application from our marketplace by November 30, 2023 and the app will be replaced by an upgraded AWS CloudWatch integration with our Alert Management module.


What is changing?
The existing AWS CloudWatch marketplace application used for converting AWS CloudWatch alarms to tickets in Freshservice will no longer be supported. 

Date


Who will be impacted?

Action Required

November 30, 2023

If you’re using Legacy AWS CloudWatch application to convert AWS CloudWatch alarms to tickets in Freshservice, you will be impacted by this migration.

Please integrate with the AWS CloudWatch application using our Alert Management module by November 30, 2023 to avoid any disruptions due to this migration. More details here.


Please reach out to [email protected] if you require any assistance or have any questions.