Introduction

PMG is designed to be a powerful and flexible mail gateway that can be easily integrated into any email infrastructure. It is compatible with a wide range of email clients and servers, and can be used in both inbound and outbound email scenarios. PMG supports a variety of deployment scenarios, from small businesses to large enterprises, and can be customized to meet specific requirements.

Install the integration

  1. From All Clients, select a client.
  2. Go to Setup > Account.
  3. Select the Integrations and Apps tab.
  4. The Installed Integrations page, where all the installed applications are displayed. Note: If there are no installed applications, it will navigate to the ADD APP page.
  5. Click + ADD on the Installed Integrations page. The Available Integrations and Apps page displays all the available applications along with the newly created application with the version.
    Note: You can even search for the application using the search option available. Also yu can use the All Categories option to search.
  6. Click ADD in the PMG application and click Install.

Configure the integration

Configure the following:

  • Inbound
  • Outbound
  • Monitoring of Integration
  • Audit Logs

Inbound (PMG to OpsRamp)

  1. In Authentication, configure the authentication to call Freshservice APIs.
    1. Select OAUTH2 as Authentication Type.
    2. Click Save.
      Note: Copy the Tenant Id, Key, and Secret.
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  1. Configure Map Attributes to map PMG attributes with OpsRamp entity attributes.
    1. Select OpsRamp Entity from the drop-down menu.
    2. Click OpsRamp Property against the respective attribute, enter the mapping details.
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  1. Configure ITSM Properties to define properties required to call PMG API using events. Enter the values for Properties.
  2. Click Save.
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Outbound (From OpsRamp to PMG)

  1. In Integration Basic Configuration, configure basic notification details to trigger integration events.
    1. Notification Type: SOAP API or REST API.
      Note: When you select SOAP API, users will only be able to choose NONE or BASIC under Authentication Type.
    2. Base URI: https://{subdomain}/api/v2/tenants/{tenantId}
    3. Authentication Type: Select any of the below authentication type:
      Note: The below options are only be available when you select REST API as Notification Type.
Authentication TypeDescription
NONENo authentication is required.

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BASICBasic authentication such as User Name and Password is required.

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OAUTH2Provide the below information:
  • Grant Type: Select either Client Credentials, Password Credentials, or Refresh Token.
  • Key: Enter the authentication key.
  • Secret: The secret code is already added.
  • Access Token URL: Enter the access token url information.
  • Scope: Enter the scope information.

    • PMG
JWTProvide the below information:
  • User Name: Enter your username.
  • Password: Enter the password.
  • Token URL: Enter the token url information.
  • (optional) Token Payload: Enter the token payload information.
  • Token Headers: Enter the token header information.
  • Tokens Path: Enter the tokens Path in the response of token request call.
  • Resource Authorization Headers: Authorization Headers needed for resource calls.

    • PMG
4. Click Save.
  1. In Map Attributes, map OpsRamp entity attributes with PMG attributes:
    1. Click Map against the attribute. The Create Integration Mapping window is displayed.
    2. Enter the required details.
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  1. In Integration Events, add the following details:
    1. Click +Add. The Add Integration Event page is displayed.
    2. Enter a name for the integration event.
      Note: An action performed on an entity is defined as an event. When an event is triggered, notifications are sent to the respective users.
    3. Select Service Desk or Resource from drop-down, select entity type, and select the action.
    4. Select Parent Configuration to assign the configured basic integration details.
    5. Enter the Endpoint URL and select the Web Method from the drop-down.
    6. Enter the Headers name and value, payload, and click Save.
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Notes:

  • To add more tokens to the payload, click the token in the Place Holders list.
  • To parse properties returned in the response with OpsRamp, select OpsRamp property from the drop-down and enter the parsing value.
  • A custom field that is already configured as a response payload attribute for a given integration is not available for configuration in any other integrations. You need to remove the existing mapping from the integration to make the custom field available to map on the response payload of any other integration.

Integration response mapping configuration:

Response mapping configuration is mainly based on the response payload that is received in third party payload;

below are a few examples for response mapping configuration -

  1. sample response payload to mapping the id in response mapping:
        {
        "id":"INC0001",
        "type":"incident",
        "tool":"servicedesk"
        }
    external ticket id = $id  
    We need to append **$** to the value

    2. sample response payload to mapping the id in response mapping:


        {
        "result":{
        "id":"INC0001",
        "type":"incident",
        "tool":"servicedesk"
            }
        }
external ticket id = $result.id

    3. Sample response payload to mapping the id in response mapping:


        {
               "result":[
                  {
                     "ticketDetails":{
                    "id":"INC0001",
                    "type":"incident",
                    "tool":"servicedesk"
              },
                 "Description":{
                    "display_value":"testing description",
                    "value":"validating"
                 }
              }
           ]
        }
external ticket id = $result[0].ticketDetails.id

    4. sample response payload to mapping the Incident Number in response mapping:


            {
              "result": {
              "Incident Number": "INC0001",
              "type": "Incident"
           }
        }
external ticket id = $result[‘Incident Number’]

  1. Verify Integration: Enter sample values to validate if the integration is successful.

    • Select an event from the drop-down, enter the XML payload, and click Verify. A 200-OK success response is generated if the integration is successful.

  2. Integration Failures: In case of a failure in integration, a message is sent to the respective user.

    • Select notification type Email, enter the email address, and click Save.
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Monitoring of Integration

  1. Click + Assign Templates.
  2. The Assign Template page appears.
  3. Select a template and click Assign Template.
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Audit Logs

In the Audit logs section, enter the required details and click Apply.

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