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Copy file name to clipboardExpand all lines: docs/integration/external-integrations/freshservice-integration/customize-freshservice.mdx
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@@ -72,7 +72,7 @@ Let's take a closer look at the attributes and elements of the `<task>` elements
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<taskenable="false"name="Products"type="product"description="Copy Product info from Device42 to Freshservice"d42_min_version="16.19.00">
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```
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Note that if you turn off a task that has `asset` or `asset_relationship` as its corresponding Freshservice type (for example, devices, business apps, and resources in Device42), you'll need to find and remove its corresponding query snippet in the `Delete` cleanup tasks. For an example, see [this answer in the FAQ section](#how-do-i-prevent-a-relationship-between-two-device42-asset-types-from-syncing-to-freshservice).
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Note that if you turn off a task that has `asset` or `asset_relationship` as its corresponding Freshservice type (for example, devices, business services, and resources in Device42), you'll need to find and remove its corresponding query snippet in the `Delete` cleanup tasks. For an example, see [this answer in the FAQ section](#how-do-i-prevent-a-relationship-between-two-device42-asset-types-from-syncing-to-freshservice).
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-`name`: You can edit the task name. Task names appear in the [integration app's **Data Mapping Chart**](#data-mapping-between-device42-and-freshservice).
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-`type`: Holds the [Freshservice classification](https://api.freshservice.com/) of the data. The valid types are:
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-`resource`: The same as the `target` value.
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-`source-type`: Not functionally critical; this provides the data type displayed on the [integration app's **Data Mapping Chart**](#data-mapping-between-device42-and-freshservice).
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-`target`: The Device42 field to be mapped to Freshservice. The Freshservice convention is to use the display name in snake case, occasionally with the ID of the asset type as a suffix. For example, `memory_max_usage` and `memory_reservation_used`. The sync process determines the ID. Please look up which target field names to use in the [Freshservice API documentation](https://api.freshservice.com/).
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-`escape`: This is used on field elements where `target="name"`. Some characters used in Device42 names aren't supported in Freshservice and need to be substituted. When creating a new task, you can set this to `true` but disable it if mismatching issues occur.
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-`escape`: This is used on field elements where `target="name"`. Some characters used in Device42 names aren't supported in Freshservice and need to be substituted. When creating a new task, you can set this to `true`, but disable it if mismatching issues occur.
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:::tip
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Use our InsightsAI chat under **Analytics > InsightsAI** to interpret DOQL query snippets quickly in the context of the Device42 data tables.
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:::
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### Additional Matching Criteria for Updating Existing Items
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Some `<task>` elements in `mapping.xml` have a helper `<matching>` element for updating synched data that currently exists in Freshservice but may have slightly different name formats. For example, asset-type syncing tasks include the `<matching>` element to determine which query fields are used to match which asset attributes when trying to find a match. For example:
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Some `<task>` elements in `mapping.xml` have a helper `<matching>` element for updating synced data that currently exists in Freshservice but may have slightly different name formats. For example, asset-type syncing tasks include the `<matching>` element to determine which query fields are used to match which asset attributes when trying to find a match. For example:
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<details>
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<summary>Click to expand the code block</summary>
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<taskenable="false"name="Device Contract Associations"type="contract_asset"description="Create association between asset and contract">
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```
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3. If you want to disable Software Licensing from being synced, find the `Copy Software Licensing info from Device42 to Freshservice` task (around line `2437`):
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3. If you want to prevent software licensing from being synced, find the `Copy Software Licensing info from Device42 to Freshservice` task (around line `2437`):
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<taskenable="false"name="Software In Use"type="software_installation"description="Create Software Install from Software In Use"d42_max_version="16.18.02">
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```
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3. Software Licensing from Device42 syncs to `contract` in Freshservice. Find and disable the `Copy Software Licensing info from Device42 to Freshservice` task (around line `2437`):
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3. Software licensing from Device42 syncs to `contract` in Freshservice. Find and disable the `Copy Software Licensing info from Device42 to Freshservice` task (around line `2437`):
Copy file name to clipboardExpand all lines: docs/integration/external-integrations/freshservice-integration/use-freshservice-integration.mdx
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@@ -30,7 +30,7 @@ Make your way to the **Settings** tab, located on the configuration page of the
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Data synchronization (sync) imports new CIs and updates the existing ones within Freshservice. Locate the synced data under **Assets > Inventory** in Freshservice.
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You can schedule a daily sync and run the sync immediately. We recommend that you run a full sync after installing the integration app.
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You can schedule a daily sync and run the sync immediately. We recommend running a full sync after installing the integration app.
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[From the **Settings** tab](#find-the-settings-tab), scroll down to the **Schedule Synchronization** section.
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### Sync Purchase Line Items Types to Contracts
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In Device42, a Purchase Line Item is an individual entry associated with a larger Purchase (located under **Infrastructure > Purchases**). Contract Purchase Line Item sub-types include **Lease**, **Warranty**, **Subscription**, **Service**, and **In-Service**. The sub-type **(None)** is used for unspecified types:
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In Device42, a **Purchase Line Item** is an individual entry associated with a larger purchase (located under **Infrastructure > Purchases**). Contract purchase line item sub-types include **Lease**, **Warranty**, **Subscription**, **Service**, and **In-Service**. The sub-type **(None)** is used for unspecified types:
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<ThemedImage
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alt="PO Line Item Types in Device42"
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}}
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/>
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The Purchase Line Item**Lease** and **Warranty** contract types map to the Freshservice **Lease** and **Warranty** types. The other Purchase Line Item contract types (**Service**, **In-Service**, **Subscription**, and **(None)**) are assigned to the Freshservice **Maintenance** type.
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The purchase line item**Lease** and **Warranty** contract types map to the Freshservice **Lease** and **Warranty** types. The other purchase line item contract types (**Service**, **In-Service**, **Subscription**, and **(None)**) are assigned to the Freshservice **Maintenance** type.
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For example, this Purchase Line Item with an unspecified contract type in Device42 is synced to Freshservice as a **Maintenance** contract:
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For example, this purchase line item with an unspecified contract type in Device42 is synced to Freshservice as a **Maintenance** contract:
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-Purchase Line Item in Device42:
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-A purchase line item in Device42:
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<ThemedImage
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alt="Unspecified Contract Type in Device42"
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sources={{
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}}
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/>
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-Synced Maintenance Contract in Freshservice:
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-The synced maintenance contract in Freshservice:
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### Software Licensing Syncs to Contracts
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**Software Licensing** contracts in Device42 are synced to Freshservice as **Software License** contracts when a Software Component has an associated Purchase Line Item or License Count that is not null (empty).
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**Software Licensing** contracts in Device42 are synced to Freshservice as **Software License** contracts when a software component has an associated purchase line item or license count that is not null (empty).
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## Syncing Business Applications to Freshservice
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## Syncing Business Services to Freshservice
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Using the default mapping, **Business Applications** in Device42 are synced to Freshservice as the **Business Service** asset type. The Business Application relationships are also synced.
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Using the default mapping, **Business Services** in Device42 are synced to Freshservice as the **Business Service** asset type. The business service relationships are also synced.
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- In Freshservice, navigate to **Assets > Inventory** (1) and select **Business Service** as the **Asset Type** (2) to view the synced Business Applications. Click on an item to view its details.
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- In Freshservice, navigate to **Assets > Inventory** (1) and select **Business Service** as the **Asset Type** (2) to view the synced business services. Click on an item to view its details.
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- Click **Relationships** to see a **Mini map** of the selected Business Service.
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- Click **Relationships** to see a **Mini map** of the selected business service.
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- When viewing the full map, you can select the **Level of Relationships** to display.
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The example Business Service in Freshservice above looks like this as a Business Application in Device42:
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The example business service in Freshservice above looks like this in Device42:
Before deleting the Freshservice external integration in Device42 or making changes to your Cloud Services configuration, first uncheck the **Enable Freshworks SSO** option in the Appliance Manager, under **Global Settings > SAML/SSO Settings**.
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Before deleting the Freshservice external integration in Device42 or making changes to your Cloud Services configuration, first uncheck the **Enable Freshworks SSO** option in the Appliance Manager, under **Global Settings > SAML/SSO Settings**.
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