freshdesk-osid

Freshdesk Openstack Instance Data Provider

Overview

Retrieves compute instance data from Openstack using an IP address and pushes the data as a private ticket comment.

Architecture

The application is written in SailsJS (NodeJS), and requires the Python Openstack client, and valid Openstack credentials.

Tested with:

Node 0.12.7 Sails 0.11.3 Openstack (client) 1.6.0 Nova (client) 2.26.0

Configuration

Freshdesk needs to be configured to have the following integrations:

A 'Dispatchr' with:

• Conditions "Description" is not "".
• Action set to 'Trigger a webhook'.
  • Callback URL: https://fqdn/osid/api/OSID API version/instance/addInfo
  • Request type: 'POST'
  • Requires Authentication (API Key): the value that translates to the base64 field value 'authorization' found at 'puppet-freshdesk/osid-config/environment.js'. See puppet-freshdesk for more information.
  • Encoding: JSON
  • Content - Select 'Advanced' and enter the ff.:

  {
    "srcText": "{{ticket.description}}",
    "ticketId": {{ticket.id}}
  }
  

A 'Observer' with:

• Trigger when 'Note is added', type: 'Public', events performed by 'anyone'.
• 'Tickets with these properties' set to a blank condition (no condition).
• Action set to 'Trigger a webhook'
  • Callback URL: https://fqdn/osid/api/OSID API version/instance/addInfo
  • Request type: 'POST'
  • Requires Authentication (API Key): the value that translates to the base64 field value 'authorization' found at 'puppet-freshdesk/osid-config/environment.js'. See puppet-freshdesk for more information.
  • Encoding: JSON
  • Content:

  {
    "srcText": "{{ticket.latest_public_comment}}",
    "ticketId": {{ticket.id}}
  }
  

See Freshdesk documentation for more information on how to add the above 'Helpdesk Productivity' components.

Packaging

To simplify deployment of the application on the production and test environments which have limited internet connectivity, versioned bundles of this application is stored at puppet-freshdesk/bin.

To package a bundle, simply create a tar ball of this app (after running npm install) with the naming convention 'freshdesk-osid-version.tar.gz' and put at puppet-freshdesk/bin/. Dont' forget the appropriate tags on the concerned repositories.

Service information

Service name: freshdesk-osid Configuration: /opt/freshdesk-osid/config/env/environment.js Log file: /var/log/freshdesk/osid.log Logrotate config: /etc/logrotate.d/freshdesk