Set up a Freshservice connector

C1 provides identity governance and just-in-time provisioning for Freshservice. Integrate your Freshservice instance with C1 to run user access reviews (UARs) and enable just-in-time access requests.

Capabilities

Resource	Sync	Provision
Accounts
Groups
Roles
Requester groups

This connector can also be configured to automatically create and update Freshservice tickets to track manual provisioning assignments. Go to Configure Freshservice as an external ticketing provider to learn more.

Gather Freshservice credentials

Configuring the connector requires you to pass in credentials generated in Freshservice. Gather these credentials before you move on.

A user assigned the IT Agent role and an admin role in Freshservice with the following permissions must complete this task:

• Manage Team Dashboards
• View Agents and Agent groups
  • Edit Agents and Agent groups
  • Delete Agents and Agent groups
• View roles
• View Requesters
  • Export Requesters
  • Edit Requesters
  • Assume Requester Identity
  • Delete Requesters

Look up your Freshservice API key

Before you begin, make sure your Freshservice user has all the role permissions listed above.

1. Log into your Freshservice Support Portal.

2. Click on your profile picture and select Profile settings.

3. Your API key is shown in the Delegate Approvals section at the right of the page.

   If your API key is not shown, an admin user can enable it in Admin Settings > User Management > Agents.

4. Carefully and copy and save the API key.

Done. Next, move on to the connector configuration instructions.

Configure the Freshservice connector

To complete this task, you’ll need:

• The Connector Administrator or Super Administrator role in C1
• Access to the set of Freshservice credentials generated by following the instructions above

Cloud-hosted

Follow these instructions to use a built-in, no-code connector hosted by C1.

1. In C1, navigate to Integrations > Connectors and click Add connector.

2. Search for Freshservice and click Add.

3. Choose how to set up the new Freshservice connector:

   • Add the connector to a currently unmanaged app (select from the list of apps that were discovered in your identity, SSO, or federation provider that aren’t yet managed with C1)

   • Add the connector to a managed app (select from the list of existing managed apps)

   • Create a new managed app

4. Set the owner for this connector. You can manage the connector yourself, or choose someone else from the list of C1 users. Setting multiple owners is allowed.

   If you choose someone else, C1 will notify the new connector owner by email that their help is needed to complete the setup process.

5. Click Next.

6. Find the Settings area of the page and click Edit.

7. Paste your Freshservice subdomain into the Domain field.

   A subdomain is the example section of https://example.freshservice.com.

8. Optional. If you want to automatically create Freshservice tickets to track provisioning tasks, click to Enable external ticket processing. Learn more about external ticketing system integrations.

9. Paste the API key into the API key field.

10. Click Save.

11. The connector’s label changes to Syncing, followed by Connected. You can view the logs to ensure that information is syncing.

Done. Your Freshservice connector is now pulling access data into C1.

Self-hosted

Follow these instructions to use the Freshservice connector, hosted and run in your own environment.

When running in service mode on Kubernetes, a self-hosted connector maintains an ongoing connection with C1, automatically syncing and uploading data at regular intervals. This data is immediately available in the C1 UI for access reviews and access requests.

Resources

• GitHub repository: Access the source code, report issues, or contribute to the project.

Step 1: Set up a new Freshservice connector

1. In C1, navigate to Integrations > Connectors > Add connector.

2. Search for Baton and click Add.

3. Choose how to set up the new Freshservice connector:

   • Add the connector to a currently unmanaged app (select from the list of apps that were discovered in your identity, SSO, or federation provider that aren’t yet managed with C1)

   • Add the connector to a managed app (select from the list of existing managed apps)

   • Create a new managed app

4. Set the owner for this connector. You can manage the connector yourself, or choose someone else from the list of C1 users. Setting multiple owners is allowed.

   If you choose someone else, C1 will notify the new connector owner by email that their help is needed to complete the setup process.

5. Click Next.

6. In the Settings area of the page, click Edit.

7. Click Rotate to generate a new Client ID and Secret.

   Carefully copy and save these credentials. We’ll use them in Step 2.

Step 2: Create Kubernetes configuration files

Create two Kubernetes manifest files for your Freshservice connector deployment:

Secrets configuration

# baton-freshservice-secrets.yaml
apiVersion: v1
kind: Secret
metadata:
  name: baton-freshservice-secrets
type: Opaque
stringData:
  # C1 credentials
  BATON_CLIENT_ID: <C1 client ID>
  BATON_CLIENT_SECRET: <C1 client secret>
  
  # Freshservice credentials
  BATON_API_KEY: <Freshservice API key>
  BATON_DOMAIN: <The subdomain for your Freshservice account (such as "example" from https://example.freshservice.com)>

  # Optional: include if you want C1 to provision access using this connector
  BATON_PROVISIONING: true

See the connector’s README or run --help to see all available configuration flags and environment variables.

Deployment configuration

# baton-freshservice.yaml
apiVersion: apps/v1
kind: Deployment
metadata:
  name: baton-freshservice
  labels:
    app: baton-freshservice
spec:
  selector:
    matchLabels:
      app: baton-freshservice
  template:
    metadata:
      labels:
        app: baton-freshservice
        baton: true
        baton-app: freshservice
    spec:
      containers:
      - name: baton-freshservice
        image: ghcr.io/conductorone/baton-freshservice:latest
        imagePullPolicy: IfNotPresent
        env:
        - name: BATON_HOST_ID
          value: baton-freshservice
        envFrom:
        - secretRef:
            name: baton-freshservice-secrets

Step 3: Deploy the connector

1. Create a namespace in which to run C1 connectors (if desired), then apply the secret config and deployment config files.

2. Check that the connector data uploaded correctly. In C1, click Apps. On the Managed apps tab, locate and click the name of the application you added the Freshservice connector to. Freshservice data should be found on the Entitlements and Accounts tabs.

Done. Your Freshservice connector is now pulling access data into C1.