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tooltipInformation on this page pertains to the Perspectium Fluorine release
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urlhttps://docdocs.perspectium.com/display/fluorine


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

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 dynamic share for your ServiceNow-Freshservice service Ivanti ServiceBond integration, follow these steps:

UI Steps


UI Step

Create a ServiceNow shared queue for Ivanti

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.

UI Step

. Then, click New. In the Name field, type psp.in.siammeshlet.clientivanti. freshservice. ThenFinally, follow the remaining steps to to create a ServiceNow shared queue for Replicator for ServiceNow.


UI Step

Navigate to Dynamic Share

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


UI Step

Choose the Incident to Common Incident table map

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


UI Step

Configure other dynamic share settings

From the Table dropdown, choose Incident, and from the Encryption Method dropdown, choose Base64 Encode only. Then, click Click the Trigger Conditions tab. From the Business Rule When dropdown, select before. Then, follow the remaining steps to create a dynamic share for Replicator for ServiceNow. (info) NOTE: ServiceNow-to-Freshservice dynamic shares will be triggered when any incident field is updated in ServiceNow. However, Freshservice-to-ServiceNow dynamic shares will only be triggered when the category, subcategory, priority, status, agent, group, and/or due date ticket fields are updated in Freshservice. Custom fields with types dropdown, checkbox, and/or dependent will also trigger Freshservice-to-ServiceNow dynamic shares and type 50 as the Business Rule Order. Finally, choose psp.in.meshlet.ivanti as the Target Queue.


UI Step

Add a before share script

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

if (current.correlation.isNil() && psp_action != ‘insert’) {
psp_action = ‘deferred’;
}

else if (psp_action == "insert") {  
  var pspA = new PerspectiumAttachment();   
 pspA.sendIndividualAttachments(current, "deferred", "freshserviceivanti_sent", share_gr); 
}



UI Step

Save your dynamic share

Follow any remaining steps to create a ServiceNow dynamic share and click Submit to save your settings.




Next steps

Create custom ServiceNow outbound table map fields for Freshservicea ServiceNow subscribed queue and subscribe for Ivanti



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Contact Perspectium Support

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