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To enable a Freshdesk service integration with ServiceNow, 2 custom fields will need to be created for tickets: Correlation Id and Updated Via. These fields must be created for Freshdesk tickets so that fields can properly be mapped between Freshdesk and ServiceNow when records are sent through the Perspectium Mesh.

Prerequisites

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 You must have the Freshdesk Admin role to complete the procedure described below.

Procedure

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To create custom ticket fields for your Freshdesk service integration, follow these steps:

1. Log into Freshdesk and navigate to Image Modified Admin > Form Fields (under General Settings).

2. Under the Ticket Fields tab, click Image Modified to create a Single Line Text field.

3. Uncheck the Display to customer box. Then, type Correlation Id as the Label and click Done to finish creating this custom field.

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4. At the top of the screen under Ticket Fields, click Image Modified to create a Dropdown field.

5. Uncheck the Display to customer box. Then, type Updated Via as the Label and click  Add item to add 3 status choices: Freshdesk, Webservice, and Note. Finally, click Done to finish creating this custom field.

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Next step

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Create Freshdesk Dispatch'r rules

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Contact Perspectium Support

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UK: 44 208 068 5953

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