Freshservice Requested items -> Remote instance text field

Script Library
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This script retrieves the Requested Items of a Freshservice Request (catalog items and their field values) and automatically adds them to the Jira Cloud issue description. In this example I’ve used Jira Cloud, but you can sync the Requested items into a text field on all issue trackers

It’s useful for teams who use Freshservice catalog items and need those details to be visible directly inside Jira without manually checking Freshservice.

Supported platforms: Freshservice → Any

FreshService Requested items:

image
image1424×632 50.5 KB

How requested items are displayed in Jira Cloud’s description:

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image722×385 27.7 KB

Script Overview

Fetch Requested Items

The script calls the Freshservice API using Exalate’s built-in httpClient to retrieve all requested items for the ticket.

def requestedItemsResponse = httpClient.get("/api/v2/tickets/${ticketId}/requested_items")

Extract Custom Fields

It reads each catalog item’s custom_fields block (employee name, reason, details, etc).

Build a Text Block with StringBuilder

All relevant values are appended into a Markdown-formatted block for readability inside Jira.

sb.append("• *Employee Name:* ${cf.employee_name_s}")

Important note: You will need to replace the catalog item field names in the StringBuilder with the ones from your own Freshservice instance.
To discover the exact field names for your catalog items, call the following URL in your browser or via API tools:

freshserviceURL/api/v2/tickets/{your ticket ID}/requested_items

This will show you the exact custom_fields keys you can include in the replica to add into the Jira Cloud description.

Final Solution

Freshservice Outgoing sync

def requestedItemsResponse = httpClient.get("/api/v2/tickets/${entity.key}/requested_items")

if (requestedItemsResponse.requested_items && requestedItemsResponse.requested_items.size() > 0) {
    def sb = new StringBuilder()

    requestedItemsResponse.requested_items.each { item ->
        def cf = item.custom_fields

        sb.append(" *Requested Item:* ${item.service_item_name}\n")
        sb.append("- *Employee name(s):* ${cf.employee_name_s ?: 'N/A'}\n")
        sb.append("- *Reason for placing a Legal Hold:* ${cf.reason_for_placing_a_legal_hold ?: 'N/A'}\n")
        sb.append("- *Content on which Legal Hold is to be placed:* ${cf.content_on_which_legal_hold_is_to_be_placed ?: 'N/A'}\n")
        sb.append("- *Hold to Date:* ${cf.hold_to_date ?: 'N/A'}\n")
        sb.append("- *Any additional details:* ${cf.any_additional_details ?: 'N/A'}\n\n")
    }

    replica.description = """
    ${replica.description ?: ''}
    
    ---
    ${sb.toString().trim()}
    """.stripIndent()
}

Jira Cloud Incoming sync

issue.description  = replica.description

Version

This script is currently working on version 5.29