Table maps handle how data being shared out of ServiceNow is processed. Your outbound table map for Autotask is the Incident to Common Incident table map, which will require some field changes to ensure that data is mapped correctly when sent from ServiceNow to Autotask.

Prerequisites

(warning) First, you will need to create a ServiceNow dynamic share for Autotask.

(warning) You will also need to create a ServiceNow subscribed queue for Autotask.

Procedure

To edit the outbound table map fields for Autotask, follow these steps:

Access the Incident to Common Incident outbound table map

Log into your ServiceNow instance and navigate to Perspectium > Control and Configuration > Table Maps or simply type and then select Table Maps in the Filter Navigator on the upper left-hand side of the screen. Then, search for and then click into the Incident to Common Incident table map. You can easily search for this table map by typing Incident to Common Incident in the search window under the Name field.

Edit the attachment Source Field

Scroll down to the list of PSP Table Field Maps. Locate and then double-click the ${TM:psp_attachment;table_sys_id=$[GR:sys_id];msp_client_sent;skip_insert} Source Field to edit the field (This will be the Source Field with attachments as the Target Field). Replace the field name with ${TM:psp_attachment;table_sys_id=$[GR:sys_id];autotask_sent;limit 1} click the icon to save your changes. Alternatively, you can click into the field name and change the Source Field value to ${TM:psp_attachment;table_sys_id=$[GR:sys_id];autotask_sent;limit 1} and then click Update to save your changes.

Add scripts for additional table map fields

Using Step #3 as a guide, click into and then add Source Scripts for the table map fields per the information in the table shown below.

Table Map Source FieldScript to add(info) NOTE: Field values will be reflected in Autotask in...
contact_type
answer = '2';
Source
company
answer = "174";
AccountId
category
answer = 'Capacity';
Category
state
if(current.state == "6")
  answer = "5";
else
  answer = "1";
Status
priority
answer = '3';
Priority
assignment_group
answer = 'Service Desk';
Team
issue_type
answer = '10';
IssueType
sub_issue_type
answer = '132';
SubIssueType




Next steps

Add and edit ServiceNow transform map scripts for Autotask