Pp Freshservice

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Freshservice — Printing Press CLI

Prerequisites: Install the CLI

This skill drives the freshservice-pp-cli binary. You must verify the CLI is installed before invoking any command from this skill. If it is missing, install it first:

1. Install via the Printing Press installer. It defaults binaries to $HOME/.local/bin on macOS/Linux and %LOCALAPPDATA%\Programs\PrintingPress\bin on Windows:

   npx -y @mvanhorn/printing-press-library install freshservice --cli-only

2. Verify: freshservice-pp-cli --version
3. Ensure the reported install directory is on $PATH for the agent/runtime that will invoke this skill.

If the npx install fails (no Node, offline, etc.), fall back to a direct Go install (requires Go 1.26.6 or newer):

go install github.com/mvanhorn/printing-press-library/library/productivity/freshservice/cmd/freshservice-pp-cli@latest

If --version reports "command not found" after install, the runtime cannot see the binary directory on $PATH. Do not proceed with skill commands until verification succeeds.

When to Use This CLI

Use freshservice-pp-cli when an AI agent needs to query, create, or update ITSM records in Freshservice — ticket triage, change approval workflows, asset inventory checks, or SLA compliance reporting. It is especially powerful for cross-entity correlation tasks (finding all open tickets linked to an asset, checking change window collisions, or surfacing knowledge gaps) that would require multiple API calls and manual data joining if done via raw HTTP.

Unique Capabilities

These capabilities aren't available in any other tool for this API.

SLA Management

• breach-risk — Shows every open ticket projected to breach SLA within the next N hours, sorted by minutes remaining — act before the clock runs out, not after.

  Use this when an SRE or IT admin needs to know which tickets will breach SLA before the next check-in — prevents reactive firefighting.

  freshservice-pp-cli breach-risk --hours 4 --group Infrastructure --agent

• dept-sla — Aggregates SLA compliance percentage, breach count, and mean time to resolve by requester department for a rolling period — exec-ready ranking without exporting to Excel.

  Use this when an AI agent is generating an executive SLA compliance report or identifying departments that need service level attention.

  freshservice-pp-cli dept-sla --period 30d --sort breach-rate --agent

Daily Workflow

• my-queue — Combines all tickets assigned to you with SLA countdown plus any change records awaiting your approval — the first command an agent runs each morning.

  Use this to get an AI agent's complete pending workload in one structured call before deciding which task to action next.

  freshservice-pp-cli my-queue user_at_example.com --agent

• search — Runs a single ranked full-text search across tickets, assets, change records, and KB articles simultaneously — find everything related to an incident keyword in one shot.

  Use this when an AI agent needs to gather context about a symptom across all ITSM entities before proposing a resolution.

  freshservice-pp-cli search "database crash" --in tickets,assets,changes --agent

Team Operations

• workload — Table of agents with open ticket count, average ticket age, P1/P2 count, and normalized load score — see who is drowning and who has capacity in five seconds.

  Use this when an AI agent needs to decide which human agent to assign a new ticket to based on current capacity.

  freshservice-pp-cli workload --group "Network Support" --agent

• oncall-gap — Identifies time windows where high-severity tickets arrived but no agent in the group acknowledged within SLA — surfaces staffing gaps in on-call rotations.

  Use this to identify on-call schedule gaps before the next incident strikes the same window.

  freshservice-pp-cli oncall-gap --group Infrastructure --period 4w --severity P1,P2 --agent

Change Management

• change-collisions — Flags change records whose planned maintenance windows overlap, optionally filtered by CI — prevents two teams from scheduling conflicting downtime on the same system.

  Use this before approving a change to verify no other group has a conflicting maintenance window on the same infrastructure.

  freshservice-pp-cli change-collisions --window 48h --ci prod-db-01 --agent

Problem Management

• recurrence — Uses FTS similarity on ticket subjects and descriptions to surface repeated symptom patterns grouped by asset, requester, or keyword — shows which problems keep coming back.

  Use this to identify root-cause candidates when an AI agent is investigating a chronic incident pattern.

  freshservice-pp-cli recurrence --asset FS-1042 --days 90 --agent

Knowledge Management

• kb-gaps — Matches recent ticket subjects against the KB article corpus using FTS and ranks topic clusters with no matching article by ticket volume — tells you exactly what to document first.

  Use this when an AI agent is drafting a knowledge base improvement plan and needs to prioritize which gaps to fill.

  freshservice-pp-cli kb-gaps --group "Desktop Support" --days 30 --min-tickets 3 --agent

Asset Management

• orphan-assets — Finds assets with no associated open ticket, no active contract, and no assigned user activity in the last N days — surfaces hardware you are paying maintenance on that nobody uses.

  Use this during IT asset audits to identify candidates for decommission or reallocation without manual cross-referencing.

  freshservice-pp-cli orphan-assets --type laptop --days 60 --agent

Command Reference

agent-fields — Manage agent fields

• freshservice-pp-cli agent-fields — List agent form fields

agents — Manage agents

• freshservice-pp-cli agents create — Create an agent
• freshservice-pp-cli agents delete — Delete agent
• freshservice-pp-cli agents get — Get agent by ID
• freshservice-pp-cli agents list — List agents
• freshservice-pp-cli agents update — Update agent

assets — Manage assets

• freshservice-pp-cli assets create — Create an asset
• freshservice-pp-cli assets delete — Delete an asset
• freshservice-pp-cli assets get — Get asset by display ID
• freshservice-pp-cli assets list — List or search assets
• freshservice-pp-cli assets update — Update an asset

canned-responses — Manage canned responses

• freshservice-pp-cli canned-responses get — Get canned response
• freshservice-pp-cli canned-responses list — List canned responses

change-form-fields — Manage change form fields

• freshservice-pp-cli change-form-fields — List change form fields

changes — Manage changes

• freshservice-pp-cli changes create — Create a change
• freshservice-pp-cli changes delete — Delete a change
• freshservice-pp-cli changes filter — Filter changes by query
• freshservice-pp-cli changes get — Get change by ID
• freshservice-pp-cli changes list — List changes
• freshservice-pp-cli changes update — Update a change

contracts — Manage contracts

• freshservice-pp-cli contracts — List contracts

departments — Manage departments

• freshservice-pp-cli departments — List departments

groups — Manage groups

• freshservice-pp-cli groups create — Create agent group
• freshservice-pp-cli groups get — Get agent group
• freshservice-pp-cli groups list — List agent groups
• freshservice-pp-cli groups update — Update agent group

locations — Manage locations

• freshservice-pp-cli locations — List locations

products — Manage products

• freshservice-pp-cli products create — Create product
• freshservice-pp-cli products get — Get product
• freshservice-pp-cli products list — List products
• freshservice-pp-cli products update — Update product

requester-fields — Manage requester fields

• freshservice-pp-cli requester-fields — List requester form fields

requesters — Manage requesters

• freshservice-pp-cli requesters create — Create a requester
• freshservice-pp-cli requesters deactivate — Deactivate requester
• freshservice-pp-cli requesters get — Get requester by ID
• freshservice-pp-cli requesters list — List requesters
• freshservice-pp-cli requesters update — Update requester

service-catalog — Manage service catalog

• freshservice-pp-cli service-catalog list-items — List service catalog items
• freshservice-pp-cli service-catalog place-service-request — Place a service catalog request

solutions — Manage solutions

• freshservice-pp-cli solutions get-category — Get knowledge base category
• freshservice-pp-cli solutions list-categories — List knowledge base categories

ticket-form-fields — Manage ticket form fields

• freshservice-pp-cli ticket-form-fields — List ticket form fields

tickets — Manage tickets

• freshservice-pp-cli tickets create — Create a ticket
• freshservice-pp-cli tickets delete — Delete a ticket
• freshservice-pp-cli tickets filter — Filter tickets by query
• freshservice-pp-cli tickets get — Get ticket by ID
• freshservice-pp-cli tickets list — List tickets
• freshservice-pp-cli tickets update — Update a ticket

vendors — Manage vendors

• freshservice-pp-cli vendors — List vendors

workspaces — Manage workspaces

• freshservice-pp-cli workspaces — List workspaces