How to adjust your Freshservice sync settings

Use this article to adjust any sync settings for your Freshservice integration in ScalePad Lifecycle Manager. Navigate to Integrations, and select Freshservice.

Setting account mode

This setting determines which account mode should be used to sync Freshservice.

  • Service Desk - When the account is in Service Desk mode, the client field becomes the MSP's name and the Lifecycle Manager location field is populated by the Department field from Freshservice.

  • MSP - When the account is in MSP mode, the Lifecycle Manager client name field is the Department field from Freshservice and the Lifecycle Manager location field is the location from Freshservice.

Information in the Department field for an asset in Freshservice will appear in the Clients view with the assigned name, and any asset where the Department field is left blank will appear in the Clients view as (none).

Only sync devices checked-in

This setting will make Lifecycle Manager only sync in hardware assets that have last checked into Freshservice, within certain time frames.

  1. Select an option from the drop-down menu.

    1. Within past 30 days

    2. Within past 60 days

    3. Within past 90 days

    4. All assets (no check-in limit)

  2. Click Save Freshservice Setup.

Enable Two-Way Sync

  1. Navigate to Integrations Freshservice

  2. Under Enable Two-Way Sync Fields, select the appropriate fields to enable Two-Way Sync for this field.

  3. When you're finished, click Save Freshservice Setup.

Sync assets without serial numbers

While we're unable to perform warranty look-ups on hardware assets without serial numbers, there is value to adding these assets to your Lifecycle Manager account.

  1. Select the Include Devices Without Serial Numbers box

  2. Click Save Freshservice Setup.