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Configure Access Request Profile

Access Request Profile allows Metric Insights to automatically submit access requests to external ticketing/ITSM systems (like Freshworks or ServiceNow) when a user requests access to content they don't have permission to view. Currently only Freshworks is available; support for ServiceNow is planned in future releases.

1. Create New Profile

Access Content Center > Profiles tab > [+New Profile]

  1. Profile Name: Enter a unique name to identify this profile (e.g. Demo Profile).
  2. Type: Select Freshworks. This is the only available integration type.
  3. Enabled: Toggle this on to activate the profile. Requests will only be sent for profiles with this enabled.
  4. API URL: Enter your Freshworks service catalog API endpoint. It follows this format: https://yourcompany.freshservice.com/api/v2/service_catalog/items/{item_id}/place_request?bypass_mandatory=true
  5. API Token: Paste your Freshworks API token. This is masked after saving.

2. Configure Request Body Template

  1. In the JSON editor, define what gets sent to Freshworks when a request is triggered. Use the available_placeholders listed on the right to inject details about the user and the content they're requesting.
    • NOTE: The body must include:
"quantity": 1,
  "email": "{{user_email}}",
  "custom_fields": all custom fields configured for this Service Item

2. [Save]

3. Configure Access Requests for Category

Access Content > Categories > Category Name Link

From the Access & Ownership tab, select the Access Request Profile configured in the previous steps.

4. Verify Result

Once a user without access to an Element in that Category requests access, an access request will appear under Tickets in Freshworks as shown on the screen below.