Typically, as a Managed Service Provider (MSP), onboarding your customer for a service integration will take weeks to complete. With the MSP Onboarding Automation feature, the integration process is automated, lessening the time to onboard your customers.
See how easy onboarding your customers can be by following the instructions below!
NOTE: With the installation of the MSP Onboarding Automation feature, the following two custom tables will be installed:
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There are two main update sets used for the MSP Onboarding feature. One is for the MSP instance while the other is installed onto the customer instance.
Instructions for MSP Instance:
Install the Perspectium update sets to your ServiceNow instance in the following order:
Instructions for Customer Instance:
Install the Perspectium update sets to your ServiceNow instance in the following order:
If domain separation is required, make sure to install the Service Catalog - Domain Separation plugin. For more information, click here.
Before creating a new customer, you must first set up a provisioning user. A provision user will have the correct credentials and privileges to create new customer shared and subscribe queues. You will only need to do this process once.
The provision user credentials are provided by Perspectium Support.
You will now be able to automatically create a new queue user each time a new customer is onboarding.
To start onboarding a new customer:
On the first Step 1 page, the following fields will appear:
Field | Description |
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Company | This is a reference to the customer Company record. If you do not have an existing Company record, you can create one from here. |
Credentials | |
Customer Key | The key identifier for this particular customer. We recommend this field be set to lower case values. |
Create Username | The customer queue username |
Create Password | The customer queue password The password must contain the following:
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Confirm Password | Re-enter the queue password |
System Properties | |
Domain | The domain this customer belongs to. If you do not have one selected, you can create a new one here. NOTE: If your instance does not have domain separation, this option is hidden. |
On Step 2, you will be prompted to set a process and define any table or transform maps:
Field | Description |
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Process | The initial table process that the customer will include. See the Adding Additional Process section for more details on which tables can be included as a process. |
Table Map Template | Select a table map as a template for this customer. The application will make a copy of the selected table map and append the customer name to the end after finalizing. |
Transform Map Template (Optional) | Select a transform map as a template for this customer. The application will make a copy of the selected transform map and append the customer name to the end after finalizing. A transform map is not required. NOTE: If you do not see your table or transform map listed, you can click the Manage Template link to add it from the pop-up interface. |
This section allows you, the MSP user, to view the configurations of your existing customers.
This section allows you, the MSP user, to edit the configurations of your existing customers.
Make any necessary changes on the following fields:
Field | Description |
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Company | This is a reference to the customer Company record. This cannot be changed here. |
Credentials | |
Customer Key | The key identifier for this particular customer. We recommend this field be set to lower case values. NOTE: Changing this value will change the queues’ name and import set table label if it exists |
Queue Username | The customer queue username |
System Properties | |
Domain | The domain this customer belongs to. If you do not have one selected, you can create a new one here. NOTE: If your instance does not have domain separation, this option is hidden. |
This section allows you, the MSP user, to view existing process(es) for a given customer as well as add additional process(es).
The following tables are supported when adding a new process for a customer:
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This section allows you, the MSP user, to setup a customer to integrate an ITSM process with.
Once you finished the steps for Setup Customer, you can then go on to your customer’s instance to set up a subscribed queue to retrieve the configurations.
Before you begin, make note what queue you used to share out the configurations, as well as the queue username, queue password, and encryption key.
In the case where you no longer wish to have the Perspectium MSP Onboarding installed on your instance here are some steps to completely remove the feature:
NOTE: Clicking the Confirm button will remove ALL existing customer related records and all configurations related to the customers. This cannot be undone.
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