The integration between Freshservice and Tanium allows IT service management teams to keep track of all the assets in one place. The asset sync enables agents to get additional context about devices mapped to the requester while resolving tickets. 


Key features possible with the Freshservice and Tanium integration:

  • Sync assets on Tanium to Freshservice at a specific window to add new assets and update existing asset details
  • View all the assets mapped to a requester via the Tanium widget on the ticket details page
  • Track all the Tanium assets from the Freshservice assets page


Prerequisites:

  1. Admin access to the Freshservice account
  2. Active Tanium account. Tanium App URL and credentials to connect the account.
  3. Freshservice credentials created with Tanium API token. Here's how you can create a Freshservice credentials.


Installation and Setup


Configuration


Here is a quick step-by-step flow on how to install the app

  1. Start Installation by clicking the "Install" button to open the App configuration page.
  2. Validate Freshservice Credentials on the first tab by entering the domain URL and API key to validate and proceed.
  3. the Once the Freshservice connection is successful, the next step is Tanium configuration. To connect your Tanium account, enter your Tanium app URL and Credentials.
  4. Only Freshservice credentials are accepted. Please generate an API token in Tanium to create corresponding Credentials in Freshservice. Here’s how to create an API token in Tanium. Here’s how to create Freshservice credentials.
  5. The next step is to map Tanium fields to Freshservice fields


Mapping Tanium fields to Freshservice fields

  1. In this step, you must map Tanium data to Freshservice by mapping the fields. 
  2. Only Computer related fields are shown as a part of the mapping since that is the only set of fields that Tanium supports.
  3. There are 4 field mapping sections. They are General, Assignment, Hardware, Cost, and Computer.
     
  4. Some fields are mandatory and they must be mapped for the sync to be successful. If not mapped properly, the asset sync will not be successful.
  5. Users can select the required option from the list of fields shown in dropdown.
  6. Custom fields can be mapped if needed


Sync Settings


After the mapping is complete, you can set up the sync frequency through the following steps

  1. Select the frequency in which you want the sync to happen through the dropdown. Assets from Tanium will be synced to Freshservice at the specified time interval
  2. Once the sync is successful, you will be able to view the number of the assets synced, updated, and failed sync.
  3. If you want to view details of the assets in detail, you can use the download option to get the details in a CSV file.


Tanium widget on ticket details page


Once the app is installed and configured, agents will be able to view the Tanium assets mapped to a particular requester via the Tanium widget that appears within the ticket details page.



Tanium assets listed on the Freshservice assets page


Once the initial sync is successful, you will be able to view the Tanium assets on the Assets Inventory listing page on the Freshservice dashboard. You can filter and view Tanium assets by adding 'TANIUM' as the 'Created by - source'.