Merge pull request #14072 from kristynguyen93/patch-1

Add FreshService Notification Integration steps

src/content/docs/alerts-applied-intelligence/notifications/notification-integrations.mdx

@@ -305,6 +305,55 @@ If successful, there'll be a link to view the incident in JIRA.
 
   </Collapser>
 
+  <Collapser
+    className="freq-link"
+    id="freshservice"
+    title="FreshService"
+  >
+
+  Integrate New Relic with FreshService to automatically create and resolve FreshService tickets.
+
+  ### Setup FreshService destination using Webhook
+
+  1. Go to [one.newrelic.com](https://one.newrelic.com/) > **Alerts & AI**, click **Destinations**, and then select **Webhook**.
+  2. Enter the following information:
+      * Webhook name: Reference name for your FreshService webhook.
+      * Endpoint URL: https://yourdomain.freshservice.com/api/v2/tickets (replace yourdomain with your FreshService help desk name)
+      * Enable Authorization and select Basic authorization. Enter the following information for Username and Password:
+        * **Username:** [FreshService API Key](https://support.freshservice.com/en/support/solutions/articles/50000000306-where-do-i-find-my-api-key-)
+        * **Password:** X (password is just uppercase X)
+  3. Save destination.
+
+### Create a Workflow and customize FreshService attributes with Workflow variables
+
+  1. Go to [one.newrelic.com](https://one.newrelic.com/) > **Alerts & AI** > click **Workflows**. Click on **+ Add a new workflow**.
+  2. Enter a name for the Workflow.
+  3. Under Filter data, create a desired filter criteria to send notifications to a destination.
+  4. Under Notify, select **Webhook** and customize the notification message with the following information:
+      * In the Destination field, select the FreshService destination created in the steps above.
+      * Customize the payload to send [Workflow variables](https://docs.newrelic.com/docs/alerts-applied-intelligence/applied-intelligence/incident-workflows/custom-variables-incident-workflows/) to relevant [FreshService parameters](https://api.freshservice.com/#create_ticket). (See Sample Payload)
+        * See [Handlebars Syntax](https://docs.newrelic.com/docs/alerts-applied-intelligence/notifications/message-templates/#handlebars-syntax) for additional information on helper functions for Workflow Variables.
+        * See [FreshService Custom Fields](https://support.freshservice.com/en/support/solutions/articles/154126-customizing-ticket-fields) for adding Custom Fields.
+        * Workflow Variable Type must match FreshService Parameter Type.
+  5. Test the notification  by clicking “Send test notification”. Navigate to FreshService tickets to view newly created ticket.
+
+### Sample Payload
+```json
+{
+  "subject": {{ json annotations.title.[0] }},
+  "description": "{{ issuePageUrl }}",
+  "priority": 1,
+  "status": {{#eq state "ACTIVATED"}}2{{else}}5{{/eq}},
+  "email": "supportemail@domain.com",
+  "custom_fields": {
+    "nr_account_id": {{ nrAccountId }}
+  }
+}
+
+```
+
+  </Collapser>
+
   <Collapser
     className="freq-link"
     id="mobile_push"