How to Configure Fresh Service Knowledge Ingestion

Pre-Requisites

• Please ensure the required Fresh Service Connector has been created with the necessary permissions. Please refer the Fresh Service Access Requirements Doc for details.
• Please ensure the Service Account being used for connecting to Fresh Service has access to the Categories and Folders users want to ingest from.

Configuration

Start by creating a new Ingestion under Search > Configure Search > Classic Ingestion > Internal Knowledge

• First, select the Connector created for the ingestion and then provide a name for the ingestion. under Ingestion Name.
• Then, choose a Domain. The domain is the functional areas of employee service that is most related to the knowledge being ingested for this configuration.

Setup Knowledge Bases

• Wizard Mode

  • Coming Soon

• Advanced Mode

  • In the Advanced mode, in order to ingest articles from a category or folder, users are required to define the Start URL. The two common formats are:

    https://<instance-name>.freshservice.com/api/v2/solutions/folders?category_id=1234567890
    https://<instance-name>.freshservice.com/api/v2/solutions/articles?folder_id=0987654321

    

  • Please note that configuring individual folders with the /solutions/folders endpoint will not work. I.e. the following format is explicitly unsupported for folder configuration:

    https://<instance-name>.freshservice.com/api/v2/solutions/folders/0987654321
    • In such cases, please use the solutions/articles?folder_id= as shown above.

Validation

• Once you have submitted the Knowledge ingestion configuration, it will kick off the Ingestion pipeline in the background, the status of the same can be tracked on the Indexed Content View
• You can search for the Articles with their Title’s here, and if they are listing on the Console that means they have been ingested successfully.