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Freshservice → Facilio Connector App

Overview​

This sidebar app integrates Freshservice Tickets with Facilio Workorders.
It allows users to:

  • Check whether a Facilio workorder already exists for a Freshservice ticket
  • View key workorder details directly inside Freshservice
  • Create a new Facilio workorder from a Freshservice ticket when none exists
  • View live status updates and comments from Facilio

The goal is to avoid duplicate workorders and give agents instant visibility without switching tools.

Where the App Appears​

  • Freshservice Ticket Sidebar
  • Automatically activates when a ticket is opened

What the App Does​

1. Auto Check on Ticket Open​

When a Freshservice ticket is opened, the app:

  • Checks Facilio to see if a workorder already exists for the ticket
  • If found, displays workorder details
  • If not found, shows an option to create one

2. View Existing Workorder Details​

If a workorder already exists, the sidebar shows:

  • Workorder ID
  • Status (e.g., Submitted, In Progress, Closed)
  • Assigned To
  • Due Date
  • Comments from Facilio (with author name and timestamp)

Comments are shown in chronological order with clear visual separation.

3. Create a New Workorder​

If no workorder exists:

  • Click Create Workorder
  • The app pre-fills details from the Freshservice ticket:
    • Subject
    • Description
  • You can modify:
    • Site (type or select from dropdown)
    • Priority (Low / Medium / High)
    • Subject
    • Description

Once submitted:

  • A Facilio workorder is created
  • The sidebar immediately switches to the workorder view

4. Prevents Duplicate Workorders​

Before creating a new workorder, the app:

  • Checks Facilio using the ticket reference
  • Blocks creation if a workorder already exists
  • Displays the existing workorder instead

This ensures one ticket = one workorder.

Required Configuration​

  • Facilio API Key
    • Used to authenticate requests to Facilio APIs
    • Entered once during app installation
    • Securely stored and not visible to agents

Permissions & Security​

  • Uses Facilio API authentication via API key
  • No credentials are exposed in the UI
  • Data is fetched live from Facilio (no long-term local storage)

User Experience Highlights​

  • No manual copy-paste between tools
  • Real-time Facilio data inside Freshservice
  • Clean, readable UI optimized for sidebar usage
  • Prevents accidental duplicate workorders

Permissions & Access​

  • Requires a valid Facilio API Key
  • Uses read/write access for:
    • Workorders
  • Uses readonly access only for:
    • Sites
    • Comments

Notes​

  • The app always fetches live data from Facilio
  • No local caching is used for workorder existence checks
  • Comments shown are sourced directly from Facilio
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