OpenLM Alerts Integration – User Guide

Target audience:

Organizations that are utilizing OpenLM in order to manage and optimize their software license assets. The organization might have an on-premises or OpenLM Cloud deployment.

Description:

OpenLM Alerts Integration helps to automate ticket creation on Freshdesk from OpenLM Alerts. Mainly on the Freshworks side, it is just an application that leads the user to the OpenLM Cloud platform to register itself. After registration, the user will have to insert its Freshworks credentials and other details using the Freshworks Alerts Integration product that allows the OpenLM integration system to automate OpenLM Alerts to Freshdesk tickets. The alerts personal data collected through OpenLM Alerts Integration is sourced directly via the Amazon SQS Queue integrated with OpenLM Alerts Service and processed by AWS Lambda Functions for creating tickets in the Freshdesk. The Freshworks credentials personal data collected through OpenLM Freshworks Alerts Integration service is stored to AWS Secrets Manager and used by AWS Lambda Functions for creating tickets in the Freshdesk.

How to use:

It is required following steps to start automating of OpenLM Alerts to Freshdesk tickets:

 

1. Register and create a new account, after that Sign In with that account:

If you have already an account just Sign In using your account:

2. After Sign In, being on Homepage, click to Go to Products or choose Products service from menu to activate Freshworks Alerts Integration product:

3. Being on Products service page, choose Freshworks Alerts Integration product badge and click activate:

4. After Freshworks Alerts Integration product is activated, click to Go to Product Page on same badge:

or choose from menu Freshworks Alerts Integration product icon:

5. Being on Freshworks Alerts Integration product Manage Credentials page, the form has to be filled out with your Freshworks credentials and other details:

All required data needed for the form is getting from Freshworks side by following way: 

1. The API Key can be found in the Freshdesk profile under Profile Settings -> View API Key.

2. The Domain is the domain name prefix from your Freshdesk URL.

3. The Email is the email address of the requester, if no contact exists with this email address in Freshdesk, it will be added as a new contact.

6. After the form is filled out, click Save. As a result, your Authorization data will be stored to AWS Secrets Manager that will be used by AWS Lambda Functions for creating tickets in the Freshdesk from OpenLM Alerts – the process that will start instantly.