The Perspectium Inserts from ServiceNow Dispatch'r rule prevents incoming ServiceNow incidents from being shared back out of Freshdesk. Learn more about Freshdesk Dispatch'r rules.
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 the Perspectium Inserts from 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 from 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 Updated Via > is and type/select Webservice in the the textbox.
5. Click 
Add new condition. From the dropdowns, select Type > is and type/select Incident.
6. Under Actions, select Set Updated Via as > Freshdesk.
7. At the bottom right-hand corner of the screen, click Save to finish creating the Dispatch'r rule.
