The Perspectium Updates from ServiceNow Observer rule prevents incoming ServiceNow incident updates from being shared back out of Freshservice. Learn more about Freshdesk Observer 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 custom the Perspectium Updates from ServiceNow Observer rule, follow these steps:
1. Log into Freshdesk and navigate to 
Admin > Observer (under Helpdesk Productivity).
2. In the upper right-hand corner of the Observer Rules screen, click New Rule.
3. In the resulting form, type Perspectium Updates from ServiceNow for the Rule Name.
4. Under When an action performed by..., select Agent or Requester.
5. Under involves any of these events, select Ticket is > updated from the dropdowns.
6. Under on tickets with these properties, 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.
7. Click 
Add new condition. From the dropdowns, select Updated Via > Is and type/select Webservice.
8. Under perform these actions, select Set Updated Via as > Freshdesk.
9. At the bottom right-hand corner of the screen, click Save to finish creating the Observer rule.
