Unlocking Productivity with Freshservice Orchestration Center

As businesses continue to grow, the diversity and complexity of infrastructure components, applications and processes increase. It is important for the IT team to manage interactions with these hybrid components seamlessly for the effective functioning of the organization. 

“By 2021, over 75% of midsize and large organizations will have adopted a multi cloud and/or hybrid IT strategy”- Gartner

Introducing Orchestration center for all your integration needs. 

Freshservice’s Orchestration Center provides out of the box integrations with a number of applications that can be easily combined with freshservice workflows. Orchestration helps streamline and optimize frequent, repeatable processes to ensure accurate, speedy delivery of services.

Everyday, IT teams receive numerous repetitive requests like

  • User Provisioning &  Deprovisioning
  • Password Resets 
  • Provisioning and Deprovisioning VMs

With Freshservice orchestration, you can automate all of these with simple workflows and free up the workforce to focus on what matters most. This codeless automation approach delivers huge benefits to make the integration with 3rd party apps much easier. 

Key capabilities at a glance

Install orchestration apps at ease with a zero code approach

The Orchestration center page can be accessed from the admin section and lists a number of pre-built third party apps whose actions can be invoked within the workflow automator. Freshservice admins can install the applications that are relevant to their organization. While the list of apps supported will continue to grow every month, the common category of applications that we support today include Identity Management apps such as Okta, Azure AD, G-suite, Cloud Infra Apps such as AWS EC2 and other business applications for communication and collaboration such as Zoom and Slack.

Invoke actions with third party orchestration apps using app node

The App node within the Freshservice Workflow Automator can be used to invoke the relevant Orchestration app action within the workflow. For example: You can use the app node to post a message in a Slack channel when an Incident/Change is created or to Add a User to a Group in Azure AD during an Onboarding request. The Input and output parameters for each app action along with their descriptions are available from right within the app node for any workflow designer to reference.

Debug and audit your automations with Execution Logs

Workflow execution logs serve as a single pane of glass that allow workflow designers and IT Administrators to debug and audit the execution of every workflow from start to finish. You can use Search and Filter options to narrow down the logs that you see and also sort the log entries by the Start Time of execution.

Stay informed with Orchestration metrics report

Evaluate the executions associated with the app actions at an aggregate level and make informed decisions with the curated Orchestration report. You can evaluate metrics such as

  • Total Executions within a given time period grouped by status, app name etc.
  • Breakdown of Apps and App Actions within a given time period.

Let’s consider a real world scenario.

Consider Johnson, who is moving from Finance to customer support in your organization. This usually involves multiple actions in an Identity management system such as Azure AD.

HR submits a service request form for Joan’s internal transfer. Once this is submitted, the workflow is triggered and Johnson’s group membership in Azure AD will need to be changed from finance to customer support.

Let’s take a look at this workflow:

  1. We first check if the service request raised is an internal transfer request.
  2. If yes, then we use an app node in the workflow automator to invoke an action in Azure AD to fetch the user ID by username using the email field we filled in the service request form. You can also test an app action to view the output parameters returned under various scenarios. This will help you define any subsequent branching logic based on success or failure of the action.
  3. Once the user details are fetched from Azure AD successfully, the system fetches the current group ID from the directory (in this case it is finance group ID). Similarly, the system fetches the new group ID from Azure. I.e. customer support
  4. Now, the system removes Johnsom from the existing group . I.e. finance. It is important to note that we are referencing the old app nodes’ outputs dynamically here. Eg: A1.id is the user ID and A2.id is the current group ID.
  5. Once this is successful, the workflow adds Johnson to the new group i.e. customer support.
  6. Once the department is changed successfully, the ticket is resolved.

Recommendations

Explore automation opportunities by identifying mundane, repetitive tasks and processes

  • Get started with orchestration center to automate third party apps with a no code approach.
  • Invest in automation to boost agents’ productivity & reduce MTTR

Freshservice Orchestration Center serves as the one stop solution for integration and automation needs. It’s time to get started with this feature.

Cover Design: Sharmila Prabhakaran