Create Ticket in Freshdesk from ServiceNow via API

[Elias11]

Hi All

I am stuck and do not know further what todo,

I am trying to create a Freshdesk ticket with Attachment via API on Servicenow.

I am using REST API and I was able to create the ticket but without an Attachment.

What I need is to have the attachment also,

I tried a lot of way to do that but It is not working,

In Freshdesk Community or Docu are telling me to use Curl but I dont know if and how Servicenow use curl,

I have the curl code for attachment and it should work but I am using JSON in ServiceNow and it is not working.

Please help.

{
 "attachments[]":["@/Users/***/image001.jpg"]
}

This is my result

{"description":"Validation failed","errors":[{"field":"attachments[]","message":"Unexpected/invalid field in request","code":"invalid_field"}]}

[Ashutosh Munot1]

HI,

Try this:

https://community.servicenow.com/community?id=community_question&sys_id=40206f39db1727404abd5583ca96...

https://community.servicenow.com/community?id=community_question&sys_id=f5248329dbd8dbc01dcaf3231f96...

https://community.servicenow.com/community?id=community_question&sys_id=de244af1db27f3444819fb243996...
If this doesnot work then create a scripted rest API.

Thanks,
Ashutosh Munot

[Elias11]

thanks for your quick reply.

those are all advice how to add attachment in Servicenow but what I need is from Servicenow to Freshdesk a 3rd Party and this Freshdesk as far as I understood it accept curl for Attachment,

Elias

[Ashutosh Munot1]

Oh,

This is something your Freshdesk teams needs to tell you, how they handle this incoming traffic.

https://developers.freshdesk.com/api/#create_ticket_with_attachment

Thanks,
Ashutosh

[Elias11 · Accepted solution]

Hi All

I solved it now by myself by creating a Portal Widget instead and use HTML and JQUERY to post an API to Freshdesk with Attachment etc.. Here is my code:

Under Client Controller:
  

     $("button").click(
        function() {
            var yourdomain = 'domainame'; // Your freshdesk domain name. Ex., yourcompany
            var api_key = '****'; // Ref: https://support.freshdesk.com/support/solutions/articles/215517-how-to-find-your-api-key
            var formdata = new FormData();
            formdata.append('description', 'sample description');
            formdata.append('email', 'email@email.com');
            formdata.append('subject', 'Test API subject with att.');
            formdata.append('priority', '1');
            formdata.append('type', 'S');
            formdata.append('status', '2');       
            
            formdata.append('custom_fields[custom_fiel]', 'Custom');       
            
            formdata.append('attachments[]', $('#myFile')[0].files[0]);
                    
            
            $.ajax(
                {
                    url: "https://"+yourdomain+".freshdesk.com/api/v2/tickets",
                    type: 'POST',
                    contentType: false,
                    processData: false,
                    headers: {
                        "Authorization": "Basic " + btoa(api_key + ":x")
                    },
                    data: formdata,
                    success: function(data, textStatus, jqXHR) {
                        $('#result').text('Success');
                        $('#code').text(jqXHR.status);
                        $('#response').html(JSON.stringify(data, null, "<br/>"));
                    },

                    error: function(jqXHR, tranStatus) {
                        $('#result').text('Error');
                        $('#code').text(jqXHR.status);
                        x_request_id = jqXHR.getResponseHeader('X-Request-Id');
                        response_text = jqXHR.responseText;
                        $('#response').html(" Error Message : <b style='color: red'>"+response_text+"</b>.<br/> Your X-Request-Id is : <b>" + x_request_id + "</b>. Please contact support@freshdesk.com with this id for more information.");


                    }
                }
            );
        }
    );

HTML:

<script src="https://ajax.googleapis.com/ajax/libs/jquery/1.11.3/jquery.min.js"></script>

<b>Attachment to be added </b><input type='file' id='myFile' />
<button>Create ticket with attachment</button>
<table cellspacing = '10'>
  <tr>
    <td> <b>Result</b></td>
    <td> <div id = 'result'></div> </td>
  </tr>
  <tr>
    <td> <b>Code</b></td>
    <td> <div id = 'code'></div> </td>
  </tr>
  <tr>
    <td> <b>Response</b></td>
    <td> <div id = 'response'></div> </td>
  </tr>
</table>