InsightConnect - FreshService Plugin - Multi Workspace Issues

InsightConnect Workflows
1

Running into an issue where I am trying to build a workflow that sends tickets to a specific “workspace_id” within FreshService, but it is not available as an input with the plugin, and the field cannot be passed through as a “Custom Field”. I’m wondering if there is a way to edit the “inputs” for the FreshService plugin?

The automation works fine if I send it to a “group_id” that belongs to the default workspace (#2), but as my team has our own workspace & group_id within FreshService, we need tickets to get sent there.

My current workaround idea is to have a landing space created for us in the default workspace, and then rely on automation within FreshService to move those tickets to the correct workspace. This seems like it would cause more potential points of failure and lag between alerting.

2

I've created an enhancement request for the plugin.

In the meantime, if you're interested in using the Python plugin as a temporary solution, I'd be happy to schedule a Zoom session and walk you through the process. While I'm not a Python developer myself, AI assisted development has made it surprisingly easy to build custom actions. In many cases, we can create a working solution for a specific use case in just a few minutes.

This approach would likely be simpler than building and maintaining an internal workaround within FreshService. It would also give you experience with the Python plugin, which can be a valuable integrating with systems or performing actions that are not currently supported by existing plugins.