pp-freshservice

What this skill does

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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 `$HOME/.local/bin` on macOS/Linux and `%LOCALAPPDATA%\Programs\PrintingPress\bin` on Windows:
   ```bash
   npx -y @mvanhorn/printing-press-library install freshservice --cli-only
   ```
2. Verify: `freshservice-pp-cli --version`
3. Ensure the reported install directory is on `$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 1.26.3 or newer):

```bash
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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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._

  ```bash
  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