HERE'S WHY
Managing your security compliance can require coordination and collaboration with other members of your organization. Drata makes this easier by integrating with the tools you already use on a daily basis, including Freshservice. By connecting Freshservice to Drata with write access enabled, you can create and assign tickets for Controls (DCF and Custom), Tests, and Risk Management in Drata and have them accessible in your Freshservice account.
Before Diving In…
Users with Admin, Information Security Leads, and Workpsace Manager access can create and view Freshservice tickets within Drata, however a user must have Admin access in order to set up or edit the Freshservice connection
'Write Access' is already enabled when creating the initial Freshservice connection
You can only have one ticketing provider with write access enabled in Drata.
Tickets can be created in primary and secondary workspaces
HERE'S HOW
Connecting Freshservice To Drata
In your Connections page, click on Available connections and select the Ticketing type. Scroll down to Freshservice and click on Connect
The slide-out panel will provide step-by-step instructions to set up the connection.
Creating Freshservice Tickets via Drata
When 'Write Access' is enabled you are able to create tickets from any Control Details, Test Details, or Risk Details (in Risk Management) drawer.
If there are no tickets currently associated with a Control, Test, or Risk, you will be prompted to create one to get started.
Complete your ticket details.
Summary: This field is auto-populated. Update the summary if it only contains numbers to have both numbers and letters.
Description: This field is auto-populated. Update the description if it only contains numbers to have both numbers and letters.
Contact: Search and add a contact for your ticket.
Click on Create ticket once you are completing the ticket details you’d like to input.
Viewing and Managing Tickets in Drata
When Freshservice tickets have been created for a specific Control, Test, or Risk (in Risk Management), they will display within the drawer. The most recently added ticket will display at the top of the list.
Each ticket listing includes the following information:
Ticket Summary / Short Description – as entered by the user
Ticket code – as generated by Freshservice, ex: INC00128
Date the ticket was created
Date the ticket was updated
Ticket Status – as reported by Freshservice
Name of Assignee – tickets can be assigned to any selectable Freshservice User. This user does not need to be a information security leads or admin in Drata.
Name of person who created the ticket
To view, edit, and manage a ticket, click the Manage ticket and you'll be taken to Freshservice.
To download the ticket information, click on the save icon next to the trash bin. This will download a zip which will contain a pdf of the ticket details.
To unlink a ticket from the control, test, or risk, click the trash bin. Unlinking a ticket will not delete the ticket in your Freshservice account. Note: once a ticket is removed, it cannot be re-linked.
A maximum of three ‘In Progress’ tasks will display in the list in the drawer. To see all tickets associated with a particular Control, Test, or Risk (in Risk Management), click the ‘View all tasks’ link and a modal will open.
Here the tickets are divided into two standardized categories, 'In Progress' and 'Done':
In Progress – Tickets in any open state as defined in your Freshservice instance.
Done – Tickets in any completed state as defined in your Freshservice instance, i.e. Closed, Done, etc.
Only tickets created in Drata for that specific Control, Test, or Risk (in Risk Management) will display in Drata. Tickets created directly in Freshservice will not be pulled into the Drata application for ticket management.