FreshService Data Processing

Zluri fetches the list of users (agents) from FreshService, and this document provides an overview of how Zluri processes FreshService data and how the fetched data can be validated.

How Zluri Fetches the Agents' Data

Zluri retrieves the list of agents from FreshService by calling the following API:

https://api.freshservice.com/#list_all_agents/


Agent LicenseType Mapping

State Mapping:

The logic for processing FreshService agents' type data has been updated. The new processing logic is as follows:

  • If active = true and occasional = true, the license is set to ‘Freshservice Occasional Agent License.’

  • If active = true and occasional = false, the license is set to ‘Freshservice Full Agent License.’

  • If active = false, no license is assigned.

Status Mapping:

The ‘Status’ codes define the user's status.

  • Users with the key active = true are marked with ‘User Application Status’ = 'Active'.

  • Users with the key active = false are marked with ‘User Application Status’ = ‘Inactive’.

Note: Users coming from earlier syncs, unlike the latest sync, are marked with ‘User Application Status’ = ‘Inactive.’


Reference: For additional information, you can refer https://developers.onelogin.com/api-docs/1/users/update-user

How to validate the data

Validating the Agents’ Licence Type:

  1. On your FreshService administrator account, navigate to the Agents page to view the list of all agents.

  2. Filter the agents' list using the ‘Occasional’ or ‘Full-time’ filters and match the count with the ‘Agent LicenseType’ count received from the API.

Validating Active User Count

  1. On your FreshService administrator account, navigate to the Agents page to view the list of all agents.

  2. Match the sum of the ‘Occasional’ and ‘Full-time’' counts to match the count of active users received from the API.


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FreshService Data Processing

Modified on Wed, 06 Dec 2023 at 01:37 PM

Zluri fetches the list of users (agents) from FreshService, and this document provides an overview of how Zluri processes FreshService data and how the fetched data can be validated.

How Zluri Fetches the Agents' Data

Zluri retrieves the list of agents from FreshService by calling the following API:

https://api.freshservice.com/#list_all_agents/


Agent LicenseType Mapping

State Mapping:

The logic for processing FreshService agents' type data has been updated. The new processing logic is as follows:

  • If active = true and occasional = true, the license is set to ‘Freshservice Occasional Agent License.’

  • If active = true and occasional = false, the license is set to ‘Freshservice Full Agent License.’

  • If active = false, no license is assigned.

Status Mapping:

The ‘Status’ codes define the user's status.

  • Users with the key active = true are marked with ‘User Application Status’ = 'Active'.

  • Users with the key active = false are marked with ‘User Application Status’ = ‘Inactive’.

Note: Users coming from earlier syncs, unlike the latest sync, are marked with ‘User Application Status’ = ‘Inactive.’


Reference: For additional information, you can refer https://developers.onelogin.com/api-docs/1/users/update-user

How to validate the data

Validating the Agents’ Licence Type:

  1. On your FreshService administrator account, navigate to the Agents page to view the list of all agents.

  2. Filter the agents' list using the ‘Occasional’ or ‘Full-time’ filters and match the count with the ‘Agent LicenseType’ count received from the API.

Validating Active User Count

  1. On your FreshService administrator account, navigate to the Agents page to view the list of all agents.

  2. Match the sum of the ‘Occasional’ and ‘Full-time’' counts to match the count of active users received from the API.


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