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title: "Create Perspectium Add Notes ServiceNow Observer rule"
canonical: "https://docs.perspectium.com/space/gold/1262513/Create%20Perspectium%20Add%20Notes%20ServiceNow%20Observer%20rule"
format: markdown
---
The  Perspectium Add Notes ServiceNow Observer rule  enables the sharing of any public notes to your ServiceNow instance.  Learn more about Freshdesk Observer rules . Prerequisites  You must have the Freshdesk  Admin  role to complete the procedure described below.  You will first need to  create custom Freshdesk ticket fields . Procedure To create custom the Perspectium Add Notes ServiceNow Observer rule, follow these steps: 1.  Log into Freshdesk and navigate to    Admin  >  Observer  (under  Helpdesk Productivity ). 2.  In the upper right-hand corner of the  Observer Rules  screen, click  New Rule . 3.  In the resulting form, type  Perspectium Updates ServiceNow  for the  Rule Name .  4.  Under  When an action performed by... , select  Agent or Requester . 5.  Under  involves any of these events , select  Note is added  from the first dropdown and then  Public  from the  Type  dropdown. 6.  Under  on tickets with these properties , choose the  Match ALL of the below  option and make sure that the    (ticket)  option is selected. Then, from the dropdowns, select  Type  >  Is  and type/select  Incident .  7.  Click    Add new condition . From the dropdowns, select  Updated Via  >  Is Not  and type/select  Note . 8.  Click    Add new condition . From the dropdowns, select  CorrelationID  >  Is Not  and leave the textbox blank. 9.  Under  perform these actions , select  Trigger Webhook  from the dropdown and select  POST  as the  Request Type . For  Callback URL , type  http:// <your Perspectium MBS URL> /siam/UpdateIncident?instance= <your ServiceNow instance> &provider=freshdesk&action=update . Finally, check the  Requires Authentication  box and type the username and password for your Perspectium MBS. 10.  Next to  Encoding , select  JSON  and  Advanced . Then, add the following script within the scripting window: {      'id':'{{ticket.id}}',     'subject':'{{ticket.subject}}',     'description':'{{ticket.description_text}}',     'status':'{{ticket.status}}',     'priority':'{{ticket.priority}}',     'comment':"{{ticket.latest_public_comment}}",     'custom_fields':{         'cf_correlation_id':'{{ticket.cf_correlation_id}}'     } } 11.  Click    Add new action . From the dropdowns, select  Set Updated Via as  >  Freshdesk .  12.  At the bottom right-hand corner of the screen, click  Save  to finish creating the Observer rule. Next steps Create Perspectium Comments from ServiceNow Observer rule Similar topics Contact Perspectium Support US:  1 888 620 8880 UK:  44 208 068 5953 support@perspectium.com