To configure your ServiceNow-Freshservice Service Gateway ServiceBond integration, you will need to create a dynamic share so that data can be shared out of your ServiceNow instance and into your Freshservice instance. Dynamic shares allow for real time sharing of ServiceNow records as they are created, updated, and deleted. Creating a dynamic share for your Freshservice Service Gateway ServiceBond integration will ensure that data that is modified in real time will be shared out from ServiceNow and into your Freshservice instance.
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To create a dynamic share for your ServiceNow-Freshservice Service Gateway ServiceBond integration, follow these steps:
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Log into your ServiceNow instance and navigate to Perspectium > ReplicatorDataSync > 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. |
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Navigate to Perspectium > ReplicatorDataSync > Dynamic Share or simply type Dynamic Share in the Filter Navigator on the upper left-hand side of the screen. |
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In the Table Map dropdown, select Incident to Common Incident. |
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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).
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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", "freshservice_sent" , share_gr); } |
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