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The final configuration step on the ServiceNow side for your Freshdesk service integration is to add a script action. Script actions are server-side scripts triggered by events that can modify configuration items in your instance. The script action that you will need to add will create an outbound message for any incident records that have attachment data included, thus ensuring that any attachments you have created in ServiceNow are successfully shared out to your Freshdesk instance.
You will first need to create a ServiceNow dynamic share for Freshdesk.
You will also need to create custom ServiceNow outbound table map fields for Freshdesk and update required ServiceNow transform map field scripts for Freshdesk.
To add a script action for attachment.uploaded, follow these steps:
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Next steps