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

Prerequisites

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

Procedure

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

1. Log into Freshservice 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 Displayed to requester box. Then, type Correlation Id as the Field Name (under For Agents) 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 Displayed to requester box. Then, type Updated Via as the Field Name (under For Agents) and click  Add item to add 3 status choices: Freshservice, Webservice, and Note. Finally, click Done to finish creating this custom field.

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Next step

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Create Perspectium Inserts ServiceNow workflow

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Contact Perspectium Support

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UK: 44 208 068 5953

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