Freshservice

Before You Begin

Introduction

This document describes how to configure Oracle Identity Cloud Service to provide Single Sign-On (SSO) for Freshservice using SAML.

About Freshservice

Freshservice empowers your agents to provide constant support in an elegant and professional manner.

After integrating Freshservice with Oracle Identity Cloud Service:

  • Users can access Freshservice using their Oracle Identity Cloud Service login credentials.
  • Users can start Freshservice using the Oracle Identity Cloud Service My Apps console.
  • Admins can assign and revoke user access to the Freshservice app using the Oracle Identity Cloud Service administration console.

What Do You Need?

  • An Oracle Identity Cloud Service account with authorization rights to manage apps and users (Identity Domain Administrator or Application Administrator).
  • A Freshservice account with authorization rights to configure federated authentication.

Configuring the Freshservice App in Oracle Identity Cloud Service

Use this section to register and activate the Freshservice app, and then assign users to the app.

Prerequisite Step

A domain name is required before you can register and activate the Freshservice app. You obtain that domain name from Freshservice.

The Freshservice domain name appears in the Freshservice home URL: https://<Domain_Name>.freshservice.com./.

Registering and Activating the Freshservice App

  1. Access the Oracle Identity Cloud Service administration console, select Applications, and then click Add.

  2. Click App Catalog.

  3. Search for Freshservice, and then click Add.

  4. In the App Details section, enter your Freshservice Domain Name, and then click Next.

    Note: This is the domain name that you obtained while performing the steps in the "Prerequisite Steps" section.

  5. Click Download Identity Provider Metadata.

    Tip: Use this file later during the Freshservice configuration in the "Configuring SSO for Freshservice" section.

  6. Click Download Signing Certificate.

    Freshservice expects the certificate file to have a line break after column 64 and to be in SHA-256 fingerprint format.

  7. Use Linux/Unix fold -w 64 -s Certificate_filename.pem > Folded-Cert_filename.pem command to insert line break after column 64.

  8. Use Linux/Unix openssl command: openssl x509 -noout -fingerprint -sha256 -inform pem -in Folded-Cert_filename.pem command to generate SHA-256 fingerprints.

    Tip: Copy the fingerprint and save it in any .txt file. Use this file later during the Freshservice configuration in the "Configuring SSO for Freshservice" section.

  9. Click Finish. Oracle Identity Cloud Service displays a confirmation message.

  10. Click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Assigning Users to the Freshservice App

  1. On the Freshservice app page in Oracle Identity Cloud Service, select Users, and then click Assign. The Assign Users window appears.

  2. Select users that you want to assign to Freshservice, and then click OK. Oracle Identity Cloud Service displays a confirmation message stating that the Freshservice app is assigned to the users that you selected.

    Note: Freshservice can be accessed by a user who is assigned to the Freshservice app in Oracle Identity Cloud Service, even if the user does not have a Freshservice account.

Configuring SSO for Freshservice

  1. Access Freshservice as an administrator using the URL: https://<Domain_Name>.freshservice.com./. The Freshservice home page appears.

  2. Click ADMIN, and then select Helpdesk Security.

  3. Enable Single Sign On, and then enable SAML SSO.

    Note: After Single Sign On is enabled, then basic authentication will stop working and SSO Configuration page would not be accessible.

  4. Use the table to update the federated authentication attributes, and then click Save.

    This table lists the mandatory federated authentication attributes that you must set to complete the SSO configuration.
    Attribute Settings
    SAML Login URL Enter the SAML Login URL: https://<IDCS-Service-Instance>.idcs.internal.oracle.com/fed/v1/idp/sso.
    Logout URL Keep it blank.
    Security Certificate Fingerprint Copy the fingerprint contents from the .txt file that you created while performing the steps in the "Registering and Activating the Freshservice App" section, and then paste into the Security Certificate Fingerprint box.

Verifying the Integration

Use this section to verify that SSO works when initiated from Oracle Identity Cloud Service (IdP Initiated SSO) or from Freshservice (SP Initiated SSO).

Verifying Identity Provider Initiated SSO from Oracle Identity Cloud Service

  1. Access the Oracle Identity Cloud Service My Profile console using the URL: https://<IDCS-Service-Instance>.identity.oraclecloud.com/ui/v1/myconsole.

  2. Log in using credentials for a user that is assigned to the Freshservice app. Oracle Identity Cloud Service displays a shortcut to Freshservice under My Apps.

  3. Click Freshservice. The Freshservice home page appears.

  4. Confirm that the user that is logged in is the same for both Freshservice and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from Oracle Identity Cloud Service works.

Verifying Service Provider Initiated SSO from Freshservice

  1. Access Freshservice using the URL: https://<Domain_Name>.freshservice.com./, and then click SIGN IN. You are redirected to the Oracle Identity Cloud Service login page.

  2. Log in using credentials for a user that is assigned to the Freshservice app. The Freshservice home page appears.

  3. In the upper-right corner, click the user drop-down list, and then confirm that the user that is logged in is the same for both Freshservice and Oracle Identity Cloud Service.

    This confirms that SSO that is initiated from Freshservice works.

Troubleshooting

Use this section to locate solutions to common integration issues.

Known Issues

Oracle Identity Cloud Service displays the message, “You are not authorized to access the app. Contact your system administrator."

Cause 1: The SAML 2.0 integration between the Oracle Identity Cloud Service and Freshservice app is deactivated.

Solution 1:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select Freshservice.
  • In the App Details section, click Activate, and then click Activate Application. Oracle Identity Cloud Service displays a confirmation message.

Cause 2: The administrator revokes access for the user at the same time that the user tries to access the Freshservice app using Oracle Identity Cloud Service.

Solution 2:

  • Access the Oracle Identity Cloud Service administration console, select Applications, and then select Freshservice.
  • In the App Details section, select Users, and then click Assign to re-assign the user.

Unknown Issues

For unknown issues, contact Oracle Support:

  1. Go to https://support.oracle.com.

  2. Select Cloud Support, and then sign in with your support credentials.

  3. In the Cloud Dashboard, confirm that there are no planned outages in Oracle Identity Cloud Service, and then click Create Service Request.

  4. Select Oracle Identity Cloud Service as the service type.

  5. Complete your service request.