Freshservice integration with IBM Verify Directory Connector helps IT teams synchronize user accounts and organizational hierarchies, ensuring employee data is up-to-date.


This article contains the following topics:


Prerequisites for integration

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

  • An active IBM Verify Directory account.

  • Account administrator privileges within Freshservice to initiate the integration.

  • Access entitlements ‘Read users and groups’ and ‘Read attribute sources’ for creating the API Client on IBM Verify Directory. See Create an API Client for more information.


Install the app

To install the app:


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

  2. Select IBM Verify Directory 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 IBM Verify Directory connection details in the Tenant URL, Client ID, and Client Secret fields. Then, click Connect.



  1. (After the connection is established successfully) Click Next on the Connect IBM Verify Directory 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 IBM Verify Directory Connector App. The Configure IBM Verify Directory 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 IBM Verify Directory Connector App. The Overview page opens.

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



List of all the available default recipes

The following default recipes are available with the Freshservice and IBM Verify Directory Connector integration.


Recipe

Description

IBM Verify Directory to Freshservice - Create / Update Requester

Helps you create or update a requester in Freshservice based on the data in IBM Verify Directory.

IBM Verify Directory to Freshservice - Create / Update Agent

Helps you create or update an agent in Freshservice based on the data in IBM Verify Directory.


Note:

  • This recipe uses the ‘Map IBM Verify Directory Groups to Freshservice Agent Roles’ recipe.

  • Ensure to start the ‘Map IBM Verify Directory Groups to Freshservice Agent Roles’ recipe prior to starting this recipe.

IBM Verify Directory to Freshservice - User Deactivation

Helps you deactivate a requester or an agent in Freshservice based on the data in IBM Verify Directory.

Map IBM Verify Directory Groups to Freshservice Agent Roles

Helps you map the IBM Verify Directory groups to the Freshservice agent roles.


Note: Ensure to start this recipe before starting the ‘IBM Verify Directory to Freshservice - Create / Update Agent’ recipe.


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 the following default recipe as an example to customize it further.


Default recipe: IBM Verify Directory to Freshservice Create/Update Agent


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 agent record from IBM Verify Directory and syncing it with Freshservice.


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 trigger filters

The following table describes the trigger filters for the IBM Verify Directory to Freshservice Create/Update Agent recipe.


Filter name

Description

Trigger poll interval in minutes

Allows you to set the frequency for checking new events.


For example, you can select 15 minutes if you’ve selected the Select poll interval option, or you can enter 20 minutes if you’ve selected the Enter poll interval option.

Set trigger condition

Allows you to process the trigger events matching specific conditions.


For example, enable the Set trigger condition toggle. Then, set the required trigger conditions using the AND, OR options.


Configure the date and time filter

Additionally, note the following while configuring the When first started, this recipe should pick up events from filter.

  • 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 agent records created or updated one hour ago).

  • This field cannot be edited after the recipe is started or tested.



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 agent is created or an existing agent is updated in IBM Verify Directory. Accordingly, an agent 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 an agent record in Freshservice for a new or existing agent record in IBM Verify Directory.


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.



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