Tho configure your ServiceNow-Freshdesk ServiceBond integration, you will need to create a ServiceNow dynamic share so that data can be shared out of your ServiceNow instance and into your Freshdesk instance. Dynamic shares allow for real time sharing of ServiceNow records as they are created, updated, and deleted. Creating a ServiceNow dynamic share for your Freshdesk ServiceBond integration will ensure that data that is modified in real time will be shared out from ServiceNow and into your Freshdesk instance.

Prerequisites


(warning) You will first need to install 3 Perspectium update sets to your ServiceNow instance in the following order:

1. Perspectium Core update set

2. Perspectium Common Endpoint update set

3. Perspectium Common Incident update set

You can request download links for these update sets by contacting Perspectium Support.

Procedure

To create a ServiceNow dynamic share for your Freshdesk ServiceBond integration, follow these steps:


Log into your ServiceNow instance and navigate to Perspectium > Replicator > Shared Queues or simply type and then select Shared Queues in the Filter Navigator on the upper left-hand side of the screen. Then, click New.

In the Name field, type psp.in.siam.client.freshdesk. Then, follow the remaining steps to create a ServiceNow shared queue.

Navigate to Perspectium Replicator > Dynamic Share or simply type Dynamic Share in the Filter Navigator on the upper left-hand side of the screen.

In the Table Map dropdown, select Incident to Common Incident.

Click the Trigger Conditions tab. From the Business Rule When dropdown, select before. Then, follow the remaining steps to create a ServiceNow dynamic share.

(info) NOTEServiceNow-to-Freshdesk dynamic shares will be triggered when any incident field is updated in ServiceNow. However, Freshdesk-to-ServiceNow dynamic shares will only be triggered when the categorysubcategoryprioritystatusagentgroup, and/or due date default ticket fields are updated in Freshdesk. Custom fields with types dropdowncheckbox, and/or dependent will also trigger Freshdesk-to-ServiceNow dynamic shares.

(info) NOTE: If sharing out records that contain comments, be sure to click Update instead of Post when adding a comment. Otherwise, the text _123STREAMENTRY321_ will be appended to the beginning of your comment(s).

Click the Filter and Enrichment tab. In the Before share script window, add the following script:

if (current.correlation_id.isNil() && psp_action != ‘insert’) {
psp_action = ‘deferred’;
}
else if (psp_action == "insert") {
var pspA = new PerspectiumAttachment();
pspA.sendIndividualAttachments(current, "deferred", "freshdesk_sent" , share_gr);
}


Next steps


Create custom ServiceNow outbound table map fields for Freshdesk