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-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. 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). |