Device42’s comprehensive agentless autodiscovery (with optional agents) and remote collectors can be used in any combination to automatically maintain an accurate inventory of your physical, virtual, and cloud servers, containers, network components, software, and services as well as critical inter-relationships and dependencies. Scheduled syncs automatically keep Freshservice CIs up-to-date, or quickly refresh on demand. Key Features •See the complete details about all CIs across your IT infrastructure when Device42 is synchronized with Freshservice. •Device42 auto discovery is more comprehensive, discovering not only hardware, software, dependencies, and relationships, but also install paths, license details, certificates, configuration files, warranty information, and more. It enhances the breadth of information available in your CMDB. •Enjoy better IPAM – all network and IP address details are automatically synced for enhanced IPAM. •Easily tie IT assets to related service requests, and view all problems associated with a given CI along with CI details. •Plus, leverage any or all of Device42’s built-in DCIM features, like power monitoring and control, visual room and rack layouts, RESTful APIs and webhooks to support automation efforts, and more.

*** If you update the app to version 5.0, please verify that the next sync that runs after you perform the update is a full sync. If it is not, please run a manual full sync to ensure that new types of data are synced to your Freshservice instance. *** *** Note that version 4.0 of the app fixes an issue where the scheduled sync might not run in version 3.0 and earlier of the app. If you using an earlier version of the app, you will be required to uninstall your current version of the app and then install the latest version of the app. *** *** Note that starting with version 3.0 of the app, you will now be required to enter your Freshservice domain name (this is the part of your Freshservice URL between "https://" and ".freshservice.com"). This fixes an issue with version 2.0 and earlier of the app where a properly configured app would display a status of not connected when previously, it would display a status of connected. If you are using version 2.0 or earlier of the app, you should update to the latest version. *** Requirements -------------------------------------------------------------------------------------------- Device42 version 16.12.00+ Freshservice agent account with access to the Freshservice Marketplace Freshservice API token To obtain the Freshservice API token -------------------------------------------------------------------------------------------- In order to set up the Freshservice integration with Device42, a Freshservice API token is needed. This API token is used to import devices and software items to Freshservice as well as create relational mappings between them. 1) To retrieve the Freshservice API token login to your Freshservice dashboard with an agent profile. 2) Select the logged in user profile in the top-right corner of the page and navigate to profile settings. 3) Your API token will be displayed on the right side of the page. Copy this code as this will be required later to set up your integration in Device42. To add the Freshservice token to Device42 secrets -------------------------------------------------------------------------------------------- 1) From the Device42 navigation bar, go to Secrets. 2) On the top-right corner of the page, select Add Password. 3) Enter a name for the API token in the username field. This can be any value but remember this as it will be used to create the integration later. 4) Enter the Freshservice API token in the password field. Ensure that there are no whitespaces or new line characters before and after this API token. 5) To save the API token, click Save at the bottom-right corner of the page. Set up integration in Device42 -------------------------------------------------------------------------------------------- 1) Navigate to Tools > Integrations > External Integrations. 2) At the top-right of the page, select Add External Integration. 3) Enter the required fields on the page starting with your Freshservice URL (e.g. https://demo-instance.freshservice.com/). 4) From the Type dropdown field, select the Freshservice option. 5) For the Token field, select the magnifying glass and select the secret containing your Freshservice API token. 6) Once all the required fields are entered, copy the Verification Token displayed on the page. This will be used later to install the Device42 Freshservice App. 7) Click the Save button at the bottom-right corner of the page. To install the Device42 integration app on Freshservice -------------------------------------------------------------------------------------------- In order to use the Device42 integration application on your Freshservice instance, you will first need to install it. 1) Navigate to the settings page from the Freshservice dashboard. 2) From here, navigate to the Apps section from the Helpdesk Productivity panel. If you do not see this option on your Freshservice instance, ensure that you are logged in using an administrative account. 3) On the Apps page, select the Get More Apps button. 4) Search for Device42. If there is more than one application listed for Device42, ensure that you select the one named Device42 for Freshservice and that it allows you to install the application. If the application install button says "Visit site to install" then close the window and select the other Device42 application. 5) After selecting the install button you will be taken to a settings page where you will be asked to enter your Freshservice domain name (this is the part of your Freshservice URL between "https://" and ".freshservice.com"), a Cloud Connector, a verification token, and a Freshservice default approver in order to proceed with the installation. 6) Enter the required fields. The Cloud Connector will be either connect.device42.net or connect-eu.device42.net. If you are unsure of which of the two to choose, navigate to Tools > Settings > Global Settings in Device42 and navigate to the bottom section of the page that says External Integration Settings. The Cloud Connector listed will determine which of the two Cloud Connectors you should choose. If this is not the case, please contact Device42 support and we will be happy to help you set up your Device42 to work with integrations. 7) Once the required fields are entered, you may proceed by selecting the install button at the bottom-left corner of the window. To set up scheduled syncs and run manual syncs -------------------------------------------------------------------------------------------- Setting up and running syncs in Freshservice with the Device42 application is a very effective way of moving your discovered data from within Device42 to other platforms such as Freshservice. Our integration with Freshservice is meant to make this process as easy as possible by integrating directly with Freshservice and eliminating the need to setup environments and run scripts externally. Scheduled sync -------------------------------------------------------------------------------------------- Setting up scheduled sync is quick and easy with the Device42 application. 1) Go to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard. 2) Under your installed applications, you will see the Device42 application. Select the settings icon for the application. 3) In the application settings page, you will now see an additional configurable option. To use the scheduled sync option, ensure that you select the checkbox and choose your desired time to run scheduled syncs. The scheduled sync will run daily at the specified time and is used to bring in new CIs as well as update existing ones in Frehservice. 4) Select save to apply these scheduled sync settings. Manual sync -------------------------------------------------------------------------------------------- If you do not wish to create a scheduled sync job and would like to manually run syncs, you can do so as well. 1) Go to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard. 2) Under your installed applications, you will see the Device42 application. Select the settings icon for the application. 3) Select the Manual Sync button displayed on the page. This will display a panel which allows you to run two different types of syncs, as well as stop the currently running sync. Full Sync - Sync all items from Device42 to Freshservice regardless of when that item was added or updated in Device42. Partial Sync - Sync items that have changed in Device42 (either added or updated) since the time of the last successful sync. To view sync history -------------------------------------------------------------------------------------------- Viewing synchronization history is useful for debugging issues as well as seeing the number of devices brought into Freshservice. 1) Go to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard. 2) Under your installed applications, you will see the Device42 application. Select the settings icon for the application. 3) From the displayed options, select the Sync History button. From here you can view previous synchronizations as well as currently running ones. You may select a row from the sync history table to view logs, if any, that are associated with it. The displayed text is limited to ~4000 characters. When downloading full logs, use the download full log button located on the bottom-left corner of the text area. To view current data mappings -------------------------------------------------------------------------------------------- 1) Go to the Device42 application settings page by navigating to Settings > Apps from the Freshservice Dashboard. 2) Under your installed applications you will see the Device42 application. Select the settings icon for the application. 3) From the displayed options, select the Data Mapping button. From here you can view the fields in Device42 that are mapped to Freshservice for the device and software items. To view mapped and unmapped data for specific assets -------------------------------------------------------------------------------------------- We understand that there are some fields in Device42 that may not easily translate to a field in Freshservice. We have added the ability to view these fields to eliminate the need to navigate between applications so that you may view all required fields from one simple location. To view mapped and unmapped data for a device within Freshservice. 1) Navigate to Assets > Inventory from the Freshservice Dashboard. 2) On this inventory screen, select an asset that was imported from Device42 that you would like to view mapped and unmapped data for. 3) On the right panel of the page, you will see the Device42 application. Click this to expand the application. 4) Once this window is expanded, select the View Device42 Data button. A window will open and both mapped and unmapped data for the current device will be displayed. If we close this and select the View Asset in Device42, you will be redirected to the asset in Device42.