How to connect Freshservice with SharePoint

This "how-to-connect" documentation will explain the initial configuration of an example connection from Freshservice to a SharePoint Online List in Office 365. We will be synchronizing data stored in Freshservice.

This guide presupposes that you have installed the Layer2 Cloud Connector and that you are familiar with its basic functionality. The Layer2 Cloud Connector User Documentation will provide you with all necessary information.

Contents

1. Configuring Freshservice

2. Configuring the Layer2 Cloud Connector

2.1 Creating a new connection

2.2 Configuring the Data Entity 1

2.3 Configuring the Data Entity 2

2.4 Running your connection

3. Hints and known issues

3.1 Connection direction

3.2 Data model

3.3 Batch operations

1. Configuring Freshservice

Log in into your Freshservice and open your Profile Settings on the right side:

Copy your API key.

The API key must be base64 encoded first. You can use an online base64 encoder like this. Add :X at the end from your API key in order to get a value like this: yourapikey:X and use this value to create the encoded one. Copy the encoded value.

2. Configuring the Layer2 Cloud Connector

2.1. Creating a new connection

Create a new connection by using the Create New Connection option in the Actions pane (right-hand side). The new connection will appear at the bottom of the Connection Manager List (left-hand side). Click on your newly created connection to open the connection configuration settings.

Choose a meaningful name for your connection and replace the current "New Connection" Connection Title with it.

Connections to Freshservice are read-only connections. We will choose Left to Right as Synchronization Direction.

2.2. Configuring the Data Entity 1

We will now set up our Data Entities. Go to the data entity “Data Entity 1” to open the configuration settings.

Choose a Data Entity Title. It is recommended to give your entities meaningful names to maintain an overview when you decide to set up multiple connections.

Select the Data Provider for JSON from the data provider list. You can search for JSON by typing into the selection box.

For the Connection String, we need the information mentioned in step 1. You can copy the below connection string and adjust it to match your gathered information. Use the Verify Connection String option to evaluate if the provided connection string is valid.

URI=https://layer2leadingsolutions.freshservice.com/helpdesk/tickets.json;CustomHeaders=Authorization: Basic apikey:xbase64ENTERContent-Type: application/json;DataModel=FlattenedDocuments;	

• "URI=https://freshservicename.freshservice.com/endpoint;" this property sets the endpoint we are connecting to. Change the freshservicename with the name from your URL and the endpoint accordantly to the endpoint you want to connect to. To see more about the endpoints from this Freshpoint API visit this link.
• "CustomHeaders=Authorization: Basic encoded64apikeyvalueENTERContent-Type: application/JSON;" this property defines the Headers for the authorization. Set your encoded API key value from step 1 here. Press ENTER between the first and the second Header where the word ENTER is set and write the Content-Type Header.
• "DataModel=FlattenedDocuments;" this property can be used to flatten the elements of nested arrays into columns of their own. It is an optional parameter.

The Select Statement text box is used to define specific data queries. We will be gathering all results from the JSON answer. You can copy the below select statement and adjust it to match your needs. Save your changes by using the right-hand pane option Save Changes.

SELECT * FROM json

To check if all necessary columns are received, you can use the Preview Data option on the right-hand pane which will provide you with a pop-up window showing your sample data from your Freshservice entity.

2.3. Configuring the Data Entity 2

We are going to send the data to a custom SharePoint Online list. It's required that you set up this list prior to the next steps. Your list should contain matching columns according to your source entity.

Use the left-hand pane to switch to the data entity "Data Entity 2". We will be using the Layer2 SharePoint Provider for this setup. 

For more information about the SharePoint provider visit:

https://www.layer2solutions.com/support/cloud-connector-faqs/layer2-csom-sharepoint-ado-net-provider.

You can copy the below Connection String which contains the minimum of required properties to connect to your custom SharePoint Online list.

URL=https://your_custom_sharepoint_list_url/AllItems.aspx;Authentication=Office365;User=User@domain.com;

• "URL=https://your_custom_sharepoint_url/AllItems.aspx;" this property defines the URL of your custom list that will be addressed.
• "Authentication=Office365;" this property will determine the authentication method used. Office365 is the default authentication method to access Microsoft Office365 / SharePoint Online. This method will not work in case of the federation, e.g. ADFS. For further authentication method, you can consult the provider specifications linked above.
• "User=User@domain.com;" this property should describe the user you wish to connect to SharePoint to. 

Enter the password that belongs to the user account used in the connection string into the Password field. Save your changes by using the right-hand pane option Save Changes.

In the next step, we will configure our mapping settings. Click on the Mappings option on the left-hand pane. If your fields from SharePoint are named identical to the fields from your source system, the Enable Auto Mapping option will match those columns. Disabling this option allows you to match your columns as needed. We enabled auto-mapping in our setup. Save your changes by using the right-hand pane option Save Changes.

2.4. Running your connection

To run your connection switch back to the main connection configuration node and use the Run Now Button located on the bottom of the setup page. The Run Synchronization Toolbox will also display the synchronization process. 

Below is a data preview of the information we have access in our source entity:

This will be the result in our SharePoint Online list after our initial successful synchronization:

3. Hints and known issues

3.1. Connection direction

As far as tested, this connection supports uni-directional only.

3.2. Data model

To see all endpoint available from the API visit this link.

3.3. Batch operations

If you try to make multiple operations at the same time, you can get an error that batch operations not allowed. Set the parameter Other=’BatchSize=1’ in your connection string to avoid this error. 

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