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To configure your ServiceNow-Freshservice 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 ServiceBond integration will ensure that data that is modified in real time will be shared out from ServiceNow and into your Freshservice instance.

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 ServiceBond integration, follow these steps:

UI Steps


UI Step

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. Then, click New.


UI Step

In the Name field, type psp.in.siam.client.freshservice. Then, follow the remaining steps to create a ServiceNow shared queue.


UI Step

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

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


UI Step

Click the Trigger Conditions tab. From the Business Rule When dropdown, select before. Then, follow the remaining steps to create a ServiceNow dynamic share.

(info) NOTEServiceNow-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 categorysubcategoryprioritystatusagentgroup, and/or due date ticket fields are updated in Freshservice. Custom fields with types dropdowncheckbox, and/or dependent will also trigger Freshservice-to-ServiceNow dynamic shares.

(info) 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).


UI Step

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);
}





Next steps


Create custom ServiceNow outbound table map fields for Freshservice


Similar topics


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support@perspectium.com