Create Perspectium Inserts ServiceNow Dispatch'r rule

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The Perspectium Inserts ServiceNow Dispatch'r rule will enable the sharing of newly created Freshdesk tickets to your ServiceNow instance. Learn more about Freshdesk Dispatch'r.

Prerequisites

You must have the Freshdesk Admin role to complete the procedure described below.

You will first need to create custom Freshdesk ticket fields.

Procedure

To create custom the Perspectium Inserts ServiceNow Dispatch'r rule, follow these steps:

1. Log into Freshdesk and navigate to Admin > Dispatch'r (under Helpdesk Productivity).

2. In the upper right-hand corner of the Dispatch'r Rules screen, click New Rule.

3. In the resulting form, type Perspectium Inserts ServiceNow for the Rule Name.

4. Under Conditions, choose the Match ALL of the below option and make sure that the (ticket) option is selected. Then, from the dropdowns, select Type > is and type/select Incident in the the textbox.

5. Click Add new condition. From the dropdowns, select Updated Via > is and type/select Freshdesk and None.

6. Under Actions, select Trigger Webhook from the dropdown and select POST as the Request Type. For Callback URL, type http://<your Perspectium MBS URL>/siam/CreateIncident?instance=<your ServiceNow instance>&provider=freshdesk. Finally, check the Requires Authentication box and type the username and password for your Perspectium MBS.

7. Next to Encoding, select JSON and Advanced. Then, add the following script within the scripting window:

{ 
    'id':'{{ticket.id}}',
    'subject':'{{ticket.subject}}',
    'description':'{{ticket.description_text}}',
    'status':'{{ticket.status}}',
    'priority':'{{ticket.priority}}',
    'custom_fields':{ 
        'cf_correlation_id':'{{ticket.cf_correlation_id}}'
    }
}

8. Click Add new action. From the dropdowns, select Set Updated Via as > Freshdesk.

9. At the bottom right-hand corner of the screen, click Save to finish creating the Dispatch'r rule.