Mapping customizable fields from ServiceDeskPlus to Freshservice

[aditya_m]

Hi,

A service request on ServiceDesk Plus has fields such as status, priority etc. These are dropdown options, and possible options are customisable at ServiceDesk Plus configurations. The list of possible values can be fetched using a REST api call. I want to sync the service request from ServiceDesk Plus to Freshservice. Is there a way, while configuring the recipe, we can make the said REST api call to get all possible values for say status and provide mapping for each possible values from ServiceDeskPlus to Freshservice status.

[gibson-cabello · Accepted solution]

Hi @aditya_m!

It looks like you're trying to match the values from ServiceDesk Plus Status to Freshservice Status.

To achieve this, you can pull all possible SDP status via API and then once you have them, you can match the appropriate Freshservice status and assign them via lookup_table: https://docs.workato.com/formulas/other-formulas.html#lookup-table

Alternatively, you can add all the SDP statuses to a Lookup Table and then use the lookup formula on your Freshservice mapping to retrieve the matching status in SDP: https://docs.workato.com/formulas/other-formulas.html#lookup

Let me know if this works for you.