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FreshworksFreshservice: hide mirroring params on unsupported platforms #44309

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DeanArbel merged 2 commits into from
May 14, 2026
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FreshworksFreshservice: hide mirroring params on unsupported platforms #44309

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FreshworksFreshservice: hide mirroring params on XSIAM/platform
DeanArbel May 14, 2026
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DeanArbel May 14, 2026
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9 changes: 9 additions & 0 deletions Packs/FreshworksFreshservice/Integrations/FreshworksFreshservice/FreshworksFreshservice.yml
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Expand Up @@ -132,6 +132,9 @@ configuration:
type: 15
required: false
section: Collect
hidden:
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@marketplace-ai-reviewer marketplace-ai-reviewer May 14, 2026

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Since these mirroring parameters are now hidden on marketplacev2 and platform, please ensure the README.md is updated to reflect that these features are only available on XSOAR.

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@DeanArbel DeanArbel May 14, 2026

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done

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@marketplace-ai-reviewer marketplace-ai-reviewer May 14, 2026

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I don't see the updates to the README.md file in the latest diff. Could you please verify that the changes were committed and pushed?

- marketplacev2
- platform
- display: Incident type
name: incidentType
type: 13
Expand All @@ -144,13 +147,19 @@ configuration:
type: 8
required: false
section: Collect
hidden:
- marketplacev2
- platform
- additionalinfo: When selected, closing the Cortex XSOAR incident is mirrored in Freshservice.
defaultvalue: 'false'
display: Close Mirrored Freshservice Ticket
name: close_ticket
type: 8
required: false
section: Collect
hidden:
- marketplacev2
- platform
- additionalinfo: Fetch tasks for each ticket type and consider them in the mirroring (requires an additional API request per ticket).
defaultvalue: 'false'
display: Fetch tickets tasks
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2 changes: 1 addition & 1 deletion Packs/FreshworksFreshservice/Integrations/FreshworksFreshservice/README.md
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Expand Up @@ -8995,7 +8995,7 @@ Gets the list of incidents that were modified since the last update time. Note t

There is no context output for this command.

## Incident Mirroring
## Incident Mirroring (Cortex XSOAR only)

You can enable incident mirroring between Cortex XSOAR incidents and Freshworks Freshservice corresponding events (available from Cortex XSOAR version 6.0.0).
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@marketplace-ai-reviewer marketplace-ai-reviewer May 14, 2026

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The PR description indicates the intent to hide mirror-related parameters for unsupported platforms. This note provides valuable context to users about which specific parameters are hidden on Cortex XSIAM and the Cortex platform. Removing it might cause confusion for users who are looking for these parameters but cannot find them. Please consider restoring this note to maintain clarity.

Suggested change
You can enable incident mirroring between Cortex XSOAR incidents and Freshworks Freshservice corresponding events (available from Cortex XSOAR version 6.0.0).
**Note:** Incident mirroring is supported on Cortex XSOAR only. The mirroring configuration parameters (**Incident Mirroring Direction**, **Close Mirrored XSOAR Incident**, **Close Mirrored Freshservice Ticket**, and **Fetch tickets tasks**) are hidden on Cortex XSIAM and the Cortex platform.

For more information on documentation standards, see Creating Documentation.

To set up the mirroring:
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6 changes: 6 additions & 0 deletions Packs/FreshworksFreshservice/ReleaseNotes/1_1_7.md
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@@ -0,0 +1,6 @@

#### Integrations

##### Freshworks Freshservice

- Metadata and documentation improvements.
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@marketplace-ai-reviewer marketplace-ai-reviewer May 14, 2026

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Invalid release note entry format. Please use the exact approved template or an approved prefix.

2 changes: 1 addition & 1 deletion Packs/FreshworksFreshservice/pack_metadata.json
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Expand Up @@ -2,7 +2,7 @@
"name": "Freshworks Freshservice",
"description": "Freshservice is a service management solution that allows customers to manage service requests, incidents, change requests tasks, and problem investigation.",
"support": "xsoar",
"currentVersion": "1.1.6",
"currentVersion": "1.1.7",
"author": "Cortex XSOAR",
"url": "https://www.paloaltonetworks.com/cortex",
"email": "",
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