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To ensure that the data being shared out of Ivanti and into ServiceNow (inbound data) is being mapped correctly when arriving at your ServiceNow instance, you will next need to add and update some of the scripts in the PSP Common Incident to Incident transform map under the PSP Common Transform Maps module. ServiceNow transform maps handle the format of data being shared into a ServiceNow instance. Making changes to the transform map scripts will allow data to be properly shared out of Ivanti Service Manager and then be mapped correctly to the relevant fields in ServiceNow.

Prerequisites

First, you will need to create a ServiceNow dynamic share for Ivanti.

You will also need to create a ServiceNow subscribed queue and subscribe for Ivanti and edit ServiceNow outbound table map fields for Ivanti.

Procedure

To add and edit the PSP Common Incident to Incident transform map scripts for Ivanti, follow these steps:

Access the transform map

Log into your ServiceNow instance and navigate to System Import Sets > Administration > Transform Maps or simply type and then select Transform Maps in the Filter Navigator on the upper left-hand side of the screen. Then, search for and then click into the transform map you are integrating.

Table	Transform Map
Incident	PSP Common Incident to Incident
Change	PSP Common Change to Change
Problem	PSP Common Problem to Problem
Task	PSP Common Task to Task

Edit the onAfter script with Order 110

Scroll down to the tabs at the bottom of the form and click the Transform Scripts tab. In the list of Transform Scripts, search for and click into the onAfter script with an Order of 110. Scroll down to the scripting window and replace "msp_client_incident_sent" with "ivanti_sent"

Finally, click Update in the bottom left-hand corner of the form to save the changes to your transform map script.

Add transform scripts

Create New transform map scripts according to the information in the table shown below.

When

Order

Script

onBefore

80

// Prevents duplication of comments
(function runTransformScript(source, map, log, target /*undefined onStart*/ ) {
if (source.u_comments.nil())
    return;

    var elementId = target.sys_id;
    if (!source.u_correlation_id.nil())
        elementId = source.u_correlation_id;
    else if (!source.u_sys_id.nil()) {
        var igr = new GlideRecord('incident');
        igr.addQuery('correlation_id', source.u_sys_id);
        igr.query();
        if (igr.next()) {
            elementId = igr.u_value;
        } 
    }

    var sgr = new GlideRecord("sys_journal_field");
    sgr.addQuery("name", 'incident');
    sgr.addQuery("element_id", elementId);
    sgr.addQuery("value", source.u_comments);
    sgr.query();
    if (sgr.next()) {
        ignore = true; 
    }
})(source, map, log, target);

onBefore

85

(function runTransformScript(source, map, log, target /*undefined onStart*/ ) {

 if (source.u_caller_email.nil()) {

  return;

 var gr = new GlideRecord("sys_user");

 gr.addQuery("email", source.u_caller_email);

 gr.query();

 if (gr.next()) {

  target.caller_id = gr.sys_id;

})(source, map, log, target);

onAfter

90

(function runTransformScript(source, map, log, target /*undefined onStart*/ ) {

    var pspS = new PerspectiumEncryption();

    var pspR = new PerspectiumReplicator();

    var ogr = new GlideRecord("psp_out_message");

    ogr.addQuery("state", "deferred");

    var orQc = ogr.addQuery("u_extra", "CONTAINS", "number=" + source.u_number);

    orQc.addOrCondition("u_attributes", "CONTAINS", target.sys_id);

    ogr.query();

    while (ogr.next()) {

   // update value with correlation id before we send out

        var decodeData = pspS.decryptString(ogr.value);

        decodeData = decodeData.replace("<correlation_id/>", "<correlation_id>" + target.correlation_id + "</correlation_id>");

        if (decodeData.indexOf("</attachments>") > -1) {

            ogr.name = ogr.name.replace("update", "attach");

        ogr.value = pspS.encryptStringWithCipher(decodeData, "3");

        ogr.u_extra = "";

        ogr.state = "ready";

        ogr.update();

})(source, map, log, target);

NOTE: Contact Perspectium Support to start using Ivanti Incident Meshlet correlate message.

Next steps

Add ServiceNow attachment.uploaded script action for Ivanti