Freshservice integration with xMatters Connector enables IT service management teams to associate and sync the incidents and notes/conversations in xMatters with incidents, service requests, and notes/conversations in Freshservice, allowing real-time bidirectional updates between both the platforms. This ensures that updates in one application are automatically reflected in the other and vice-versa.


This article contains the following topics:


Prerequisites for integration

Ensure you have the following, as part of the prerequisites for integration:

  • An active xMatters account.

  • Account administrator privileges within Freshservice to initiate the integration.

  • Manage Account privileges within Freshservice to start and stop recipes.


Install the app

To install the app:


  1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.

  2. Select xMatters Connector App from the Connector Apps list.

  3. Click Install. The Configuration page opens.

  4. Ensure that your Freshservice API Key is enabled before initiating the installation. Click Next.

Note: The Domain URL and API Key fields are auto-populated.



  1. Enter the relevant xMatters connection details in the Client ID, Username, Password, and Company name fields. Then, click Connect.



  1. (After the connection is established successfully) Click Next on the Connect xMatters tab.

  2. Enable the Alerts toggle, if you want to receive email notifications on any errors that are detected within the configured recipes.



  1. Enter the recipient email id(s) in the Email ID field.

  2. Then, click Install.


View dashboard

The Overview page of a connector app includes the Dashboard and Dependency graph tabs.


The Dashboard helps you understand the total number of tasks you've consumed (this is the basis for your app usage billing), and also provides a consolidated graph view of the number of recipes, successful jobs, and failed jobs for all recipes.


To view the dashboard and dependency graph:


  1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.

  2. Click xMatters Connector App. The Configure xMatters Connector dialog opens.



  1. Click Got it. The Overview page opens.



Note: Use the Period, Project, All recipes, Service/App, and Tag filters to modify the graph view. You can also sort and view the required data in a tabular format (below the graph), and view your plan usage and connection details on the Dashboard tab.


  1. Go to the Dependency graph tab to view the dependencies in a grid layout.



  1. Click on any icon to view all dependencies, such as Connection, Recipe, API Endpoint, and so on.



Note: Use the Asset, App, and Recipe status filters to modify the grid view.


Set up available recipes

To set up the available recipes:


  1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.

  2. Click xMatters Connector App. The Overview page opens.

  3. Click Recipes. The Recipes page shows you the list of available recipes for the xMatters Connector App.



List of all the available default recipes

The following default recipes are available with the Freshservice and xMatters Connector integration.


Recipe

Description

xMatters Incident (create or update) to Freshservice Service Request (create or update)

Helps you keep xMatters Incident data and Freshservice Service Request data in sync.

xMatters Incident (create or update) to Freshservice Incident (create or update)

Helps you keep xMatters Incident data and Freshservice Incident data in sync.

Freshservice Service Request (create or update) to xMatters Incident (create or update)

Helps you keep Freshservice Service Request data and xMatters Incident data in sync.

Freshservice Incident (create or update) to xMatters Incident (create or update)

Helps you keep Freshservice Incident data and xMatters Incident data in sync.

xMatters Incident timeline notes to Freshservice ticket notes

Helps you keep xMatters Incident timeline notes data and Freshservice ticket notes data in sync.

Freshservice ticket notes to xMatters timeline notes

Helps you keep Freshservice ticket notes data and xMatters timeline notes data in sync.

Freshservice to xMatters manual sync

Helps you create an xMatters Incident from the widget in the Freshservice ticket details page.


Manage available recipes

You can preview, edit, start, test, or stop the available recipes.


Preview recipe

  1. On the Recipes page, click Preview next to the recipe you want to view. The selected recipe’s preview page opens.



The Preview page includes the Recipe, Jobs, Connections, Versions, and Settings tabs.


  1. On the Recipe tab, you can view various steps with pre-configured triggers, actions, and conditions.

  2. Go to the Jobs tab to view all the jobs associated with this recipe.


Note: Use the Repeat job, Cancel job, Search jobs, All statuses, All types, and Period filters to modify or update the Jobs list.


  1. Go to the Connections tab to view all the associated connections.

  2. Go to the Versions tab to view all the associated versions.


Note: Use the Compare versions, Search version comments, All periods, All change types, and All collaborators filters to modify or update the Versions list.


  1. Go to the Settings tab to view the usage metrics, dependencies, and concurrency associated with this recipe.


Start recipe

To start any recipe:


  1. On the Recipes page, click Start next to the recipe you want to start.

  2. Or, click Preview next to the recipe you want to start. Within the recipe preview page, you will find an option to start the recipe.


Edit recipe

To edit any recipe:


  1. Click Preview next to the recipe you want to edit. The selected recipe’s preview page opens. If the recipe is active, click Stop. Then, click Edit.

  2. Or, click the ellipsis icon next to a recipe on the Recipes page. Then, click Edit.



Stop recipe

To stop any recipe:


  1. On the Recipes page, click Stop next to the recipe you want to stop.

  2. Or, click Preview next to the recipe you want to stop. Within the recipe preview page, you will find an option to stop the recipe.


Test recipe

To test any recipe:


  1. On the Recipes page, click Preview next to the recipe you want to test. The selected recipe’s preview page opens. If the recipe is active, click Stop.

  2. Then, select Test recipe from the Start recipe dropdown.



  1. Or, click the ellipsis icon next to a recipe on the Recipes page, and click Edit. The selected recipe page opens.

  2. Click Test recipe.



Customize recipe

Each recipe has the following components: Trigger, Actions, and Conditions. You can customize any recipe depending on your specific requirements.


Let’s take a default recipe as an example to customize it further.


Default recipe: xMatters Incident (create/update) to Freshservice Service Request (create/update)


You can click any component, and use the Edit option associated with the component to customize. For example, the Trigger component (as shown in the following figure).



Trigger

This recipe component acts as the starting point for any recipe. For this default recipe, the trigger is fetching a new or updated incident from xMatters and syncing it with a Freshservice service request.


You can customize the trigger in the following ways:

  • View the list of optional fields available for a particular trigger.

  • Modify optional fields for existing triggers or add trigger conditions.

  • Add multiple trigger conditions using the ‘+’ option below the trigger conditions section. You can choose to set up AND or OR conditions.

  • Set the trigger data by choosing from a list of available attributes.


Configure the date and time for trigger

When configuring a trigger (for example, New record in an app), you may see the When first started, this recipe should pick up events from incidents created after this date field.

  • This field allows you to set a start date and time, ensuring that only records created or updated after this date and time are processed.

  • If not specified, the default behavior is used for fetching records (for example, fetching incidents created or updated one hour ago).



Important:

  • Avoid processing old data, if you want only the new data from a specific time period onwards.

  • Backfill historical data, if you want to start processing data from a specific past date.

  • Prevent duplicate processing of data to ensure the recipe does not pick up outdated records.


Condition

This component acts as a checkpoint within the recipe flow and executes a specific set of actions based on the matched condition.


Here, the recipe checks if a new incident is created or an existing incident is updated in xMatters. Accordingly, a service request is created or updated in Freshservice.


You can check and edit the data fields and conditions.


Action

The recipe performs a specific set of actions based on the conditions met. For example, the recipe creates or updates a service request in Freshservice for a new or existing incident in xMatters.


You can customize the following parts of the action:

  • Perform any action from the existing set of available actions.

  • Map values to the corresponding fields in Freshservice.

  • Add more fields from the available set of optional fields.


After customizing a recipe, you can save or test it to ensure it's working correctly.


Check failed recipe or jobs

To view and troubleshoot failed jobs under a recipe, follow these steps:


  1. Click Preview next to a specific recipe on the Recipes page.

  2. Go to Jobs.

  3. View a list of all the jobs executed under a particular recipe.

  4. Filter the failed jobs using the All statuses filter.

  5. Click a failed job to view the error details and identify the cause of failure.

  6. Resubmit the job after your review to fix the issue.


Configure widget settings

After you activate recipes as per your requirement, you can configure widget settings.


  1. Go to Admin > Automation & Productivity > Extensibility > Connector Apps.

  2. Click xMatters Connector App. The Overview page opens.

  3. Click Widget Settings. This page shows you a list of fields you can select to display in the xMatters widget on any ticket details page across different workspaces.



  1. Enable the xMatters widget toggle.

  2. Select the fields you want to display in the xMatters widget on the ticket details page.


Note: A sample illustration is shown on the right-side section for your reference.


  1. Click Save.


The widget will now be active and available to use within Freshservice tickets (as shown in the following figure).



You can link any Freshservice ticket using the xMatters widget from the ticket details page across different workspaces.


  1. Go to Tickets > List.

  2. Click any ticket Subject to go to the ticket details page.

  3. Click Link this ticket in the xMatters Connector App widget (as shown in the following figure).



Fix linking-ticket error

When there is any recipe error, the Link this ticket option will not be available. You can fix this issue by updating the recipe.


  1. Go to Tickets > List.

  2. Click any ticket Subject to go to the ticket details page.

  3. Use the Click here to fix it link in the xMatters Connector App widget (as shown in the following figure).



Note: You will be redirected to the xMatters Connector App Overview page.


View merged ticket notes

When two or more timeline notes are added to an xMatters incident in a specific time frame, those notes are merged and shown under the Conversations section of the associated Freshservice ticket (as shown in the following figure).


Note: The sync between xMatters incident timeline notes and Freshservice ticket notes is initiated only when an xMatters incident is updated. Therefore, xMatters to Freshservice notes sync is based on the xMatters incident update intervals.




Note: For information on frequently asked questions (FAQs) related to the Connector Apps in Freshservice, see Connector Apps: Frequently Asked Questions (FAQs).