---
title: "Create Perspectium Inserts ServiceNow workflow"
canonical: "https://docs.perspectium.com/space/fluorineplus/2621592/Create%20Perspectium%20Inserts%20ServiceNow%20workflow"
format: markdown
---
The  Perspectium Inserts ServiceNow  workflow enables the sharing of newly created Freshservice tickets to your ServiceNow instance. This workflow also prevents incoming ServiceNow incidents from being shared back out of Freshservice.  Learn more about Freshservice workflows . Prerequisite  You will first need to  create custom Freshservice Ticket fields .  You must have the Freshservice  Admin  role to complete the procedure described below. Procedure To create the Perspectium Inserts ServiceNow workflow, follow these steps: 1.  Log into Freshservice and navigate to    Admin  >  Workflow Automator  (under  Helpdesk Productivity ). 2.  Make sure that  Tickets  is selected on the left side of the screen. Then, at the top right-hand corner of the screen, click  New Automator  >  Ticket  and type  Perspectium Inserts ServiceNow  as the Title for the workflow automator. 3.  You will be redirected to the workflow automator with an  Event  popup displayed. From the resulting dropdown under  When any of these events occur , select  Incident is  >  raised . Then, type  Incident is created  for the label and click  Done . 4.  On the left-hand side of the screen, click and drag  Condition  next to the  Incident is created  event until the   icon appears. Then, drop the  Condition . Under  Match any of these conditions , type and select  Updated Via  >  is  >  Freshservice . Click    Add new condition . Then, type and select  Updated Via  >  is  >  None . Finally, click  Done . 5.   Drag and drop an  Action  to the  Yes  branch of the  Updated Via is Freshservice  condition. Under  Perform these actions on Ticket , type and select  Trigger Webhook . Then, select  POST  for the  Request Type . For  Callback URL , type  http:// <your Perspectium MBS URL> /siam/CreateIncident?instance= <your ServiceNow instance> &provider=freshservice . Finally, check the  Requires Authentication  box and type the username and password for your Perspectium MBS. 6.  Still within the same  Action  popup, select  JSON  and then  Advanced  under  Encoding . Then, add the following script within the scripting window: {   'ticket':{   'id':'{{ticket.id}}',  'subject':'{{ticket.subject}}',  'description':'{{ticket.description_text}}',  'status':'{{ticket.status}}',  'urgency':'{{ticket.urgency}}',  'impact':'{{ticket.impact}}',  'priority':'{{ticket.priority}}',  'url':'{{ticket.url}}',  'custom_fields':{   'correlation_id':'{{ticket.correlation_id}}'  }  } } 7.  Still within the same  Action  popup, scroll down and click    Add new action . Then, type and select  Set Updated Via as  >  Freshservice . Click    Add new action  again, and then type and select  Set CorrelationID as  >  EMPTY . Finally, click  Done  to save this Action. 8.  Drag and drop a  Condition  to the  No  branch of the  Updated Via is Freshservice  condition. Under  Match any of these conditions , type and select  Updated Via  >  is  >  Note . Finally, click  Done . 9.  Drag and drop an  Action  to the  No  branch of the  Updated Via is Note  condition. Under  Perform these actions on Ticket , type and select  Set Updated Via as  >  Freshservice . Finally, click  Done  to save this Action. Your workflow should look like the screenshot below: 10.  After confirming configuration of your  Perspectium Inserts ServiceNow  workflow, click  Activate  in the upper-right hand corner of the screen and then  Confirm  to save your workflow. Next step Create Perspectium Updates ServiceNow workflow Similar topics Contact Perspectium Support US:  1 888 620 8880 UK:  44 208 068 5953 support@perspectium.com