feat(freshservice): new Freshservice ITSM integration

Freshservice API v2, 7 commands: create/get/update/list tickets, add note
(public/private), list agents. API-key (Basic) auth, stdlib-only.

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

integrations/freshservice/manifest.yaml

@@ -0,0 +1,93 @@
+id: freshservice
+name: Freshservice
+version: 1.0.0
+description: "Freshservice (REST API v2) — IT service management: create, read, update and list tickets, add notes (public or private), and list agents. API-key (Basic) authentication; stdlib-only, no extra Python dependencies."
+changelog: "1.0.0 — Initial release: create/get/update/list tickets, add note, list agents."
+category: ticketing
+
+# Per-instance configuration. Auth is HTTP Basic with '<api_key>:X'.
+config_schema:
+  properties:
+    domain:
+      type: string
+      description: "Freshservice domain (the X in https://X.freshservice.com)"
+    api_key:
+      type: string
+      description: "Freshservice API key"
+      x-soar-sensitive: true
+  required:
+    - domain
+    - api_key
+
+commands:
+  - id: create_ticket
+    name: freshservice-create-ticket
+    description: "Create a ticket."
+    inputs_schema:
+      properties:
+        subject: { type: string, description: "Ticket subject" }
+        description: { type: string, description: "Ticket description (HTML allowed)" }
+        email: { type: string, description: "Requester email" }
+        priority: { type: number, description: "1 (low) - 4 (urgent), default 1" }
+        status: { type: number, description: "2 (open) - 5 (closed), default 2" }
+        tags: { type: string, description: "Comma-separated tags" }
+      required: [subject, description, email]
+    outputs_schema: { properties: {} }
+  - id: get_ticket
+    name: freshservice-get-ticket
+    description: "Get a ticket by ID."
+    risk: read
+    inputs_schema:
+      properties:
+        ticket_id: { type: string, description: "Ticket ID" }
+      required: [ticket_id]
+    outputs_schema: { properties: {} }
+  - id: update_ticket
+    name: freshservice-update-ticket
+    description: "Update a ticket (status, priority, or assignment)."
+    inputs_schema:
+      properties:
+        ticket_id: { type: string, description: "Ticket ID" }
+        status: { type: number, description: "2 (open) - 5 (closed)" }
+        priority: { type: number, description: "1-4" }
+        responder_id: { type: string, description: "Assigned agent ID" }
+      required: [ticket_id]
+    outputs_schema: { properties: {} }
+  - id: list_tickets
+    name: freshservice-list-tickets
+    description: "List tickets."
+    risk: read
+    inputs_schema:
+      properties:
+        page: { type: number, description: "Page number (default 1)" }
+        per_page: { type: number, description: "Page size (default 30, max 100)" }
+      required: []
+    outputs_schema: { properties: {} }
+  - id: add_note
+    name: freshservice-add-note
+    description: "Add a note to a ticket (public or private)."
+    inputs_schema:
+      properties:
+        ticket_id: { type: string, description: "Ticket ID" }
+        body: { type: string, description: "Note body (HTML allowed)" }
+        private: { type: boolean, description: "Private note (default true)" }
+      required: [ticket_id, body]
+    outputs_schema: { properties: {} }
+  - id: list_agents
+    name: freshservice-list-agents
+    description: "List agents."
+    risk: read
+    inputs_schema:
+      properties:
+        email: { type: string, description: "Optional email filter" }
+      required: []
+    outputs_schema: { properties: {} }
+
+  - id: test_connection
+    name: freshservice-test-connection
+    description: "Verify connectivity and the API key (used by the Test button)."
+    risk: read
+    inputs_schema:
+      properties: {}
+      required: []
+    outputs_schema: { properties: {} }

integrations/freshservice/scripts/add_note.py

@@ -0,0 +1,65 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    ticket_id = inputs.get("ticket_id")
+    if not ticket_id:
+        raise Exception("ticket_id is required")
+    note_body = inputs.get("body")
+    if not note_body:
+        raise Exception("body is required")
+    q = lambda v: urllib.parse.quote(str(v), safe="")
+
+    private = inputs.get("private")
+    private_val = True if private is None else bool(private)
+
+    body = {"body": note_body, "private": private_val}
+
+    return request("POST", "/tickets/" + q(ticket_id) + "/notes", cfg, body=body)
+
+
+_run(main)

integrations/freshservice/scripts/create_ticket.py

@@ -0,0 +1,76 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    subject = inputs.get("subject")
+    if not subject:
+        raise Exception("subject is required")
+    description = inputs.get("description")
+    if not description:
+        raise Exception("description is required")
+    email = inputs.get("email")
+    if not email:
+        raise Exception("email is required")
+    priority = inputs.get("priority")
+    status = inputs.get("status")
+    tags_raw = inputs.get("tags")
+    tags = [s.strip() for s in str(tags_raw).split(",") if s.strip()] if tags_raw else []
+
+    body = {
+        "subject": subject,
+        "description": description,
+        "email": email,
+        "priority": int(priority or 1),
+        "status": int(status or 2),
+    }
+    if tags:
+        body["tags"] = tags
+
+    return request("POST", "/tickets", cfg, body=body)
+
+
+_run(main)

integrations/freshservice/scripts/get_ticket.py

@@ -0,0 +1,57 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    ticket_id = inputs.get("ticket_id")
+    if not ticket_id:
+        raise Exception("ticket_id is required")
+    q = lambda v: urllib.parse.quote(str(v), safe="")
+
+    return request("GET", "/tickets/" + q(ticket_id), cfg)
+
+
+_run(main)

integrations/freshservice/scripts/list_agents.py

@@ -0,0 +1,56 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    email = inputs.get("email")
+
+    params = {"email": email}
+
+    return request("GET", "/agents", cfg, params=params)
+
+
+_run(main)

integrations/freshservice/scripts/list_tickets.py

@@ -0,0 +1,60 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    page = inputs.get("page")
+    per_page = inputs.get("per_page")
+
+    params = {
+        "page": int(page or 1),
+        "per_page": int(per_page or 30),
+    }
+
+    return request("GET", "/tickets", cfg, params=params)
+
+
+_run(main)

integrations/freshservice/scripts/test_connection.py

@@ -0,0 +1,53 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    request("GET", "/tickets", cfg, params={"per_page": 1})
+    return {"ok": True}
+
+
+_run(main)

integrations/freshservice/scripts/update_ticket.py

@@ -0,0 +1,72 @@
+import json, os, sys, base64, urllib.parse, urllib.request, urllib.error
+
+
+def _cfg():
+    return json.loads(os.environ.get("INTEGRATION_SECRETS", "{}"))
+
+
+def _inputs():
+    return json.loads(os.environ.get("INTEGRATION_INPUTS", "{}"))
+
+
+def _base(cfg):
+    return "https://" + str(cfg.get("domain", "")) + ".freshservice.com/api/v2"
+
+
+def _auth(cfg):
+    raw = str(cfg.get("api_key", "")) + ":X"
+    return "Basic " + base64.b64encode(raw.encode("utf-8")).decode("utf-8")
+
+
+def request(method, path, cfg, body=None, params=None):
+    url = _base(cfg) + path
+    if params:
+        clean = {k: v for k, v in params.items() if v not in (None, "")}
+        if clean:
+            url += "?" + urllib.parse.urlencode(clean)
+    data = json.dumps(body).encode("utf-8") if body is not None else None
+    headers = {"Authorization": _auth(cfg), "Accept": "application/json"}
+    if data is not None:
+        headers["Content-Type"] = "application/json"
+    req = urllib.request.Request(url, data=data, headers=headers, method=method)
+    with urllib.request.urlopen(req, timeout=60) as r:
+        raw = r.read()
+        return json.loads(raw) if raw else {}
+
+
+def _run(fn):
+    try:
+        print(json.dumps(fn(_cfg(), _inputs())))
+    except urllib.error.HTTPError as e:
+        print(json.dumps({"error": "HTTP " + str(e.code), "detail": e.read().decode("utf-8", "replace")}))
+        sys.exit(1)
+    except Exception as e:
+        print(json.dumps({"error": str(e)}))
+        sys.exit(1)
+
+
+def main(cfg, inputs):
+    ticket_id = inputs.get("ticket_id")
+    if not ticket_id:
+        raise Exception("ticket_id is required")
+    q = lambda v: urllib.parse.quote(str(v), safe="")
+
+    status = inputs.get("status")
+    priority = inputs.get("priority")
+    responder_id = inputs.get("responder_id")
+
+    body = {}
+    if status not in (None, ""):
+        body["status"] = int(status)
+    if priority not in (None, ""):
+        body["priority"] = int(priority)
+    if responder_id not in (None, ""):
+        body["responder_id"] = int(responder_id)
+
+    if not body:
+        raise Exception("at least one field to update is required")
+
+    return request("PUT", "/tickets/" + q(ticket_id), cfg, body=body)
+
+
+_run(main)