Click the Trigger Conditions tab. From the Business Rule When dropdown, select before. Then, follow the remaining steps to create a ServiceNow dynamic share. NOTE: ServiceNow-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 category, subcategory, priority, status, agent, group, and/or due date default ticket fields are updated in Freshdesk. Custom fields with types dropdown, checkbox, and/or dependent will also trigger Freshdesk-to-ServiceNow dynamic shares. |