---
title: "Create Perspectium Updates ServiceNow Observer rule"
canonical: "https://docs.perspectium.com/space/helium/2122675/Create%20Perspectium%20Updates%20ServiceNow%20Observer%20rule"
format: markdown
---
The **Perspectium Updates ServiceNow Observer rule** enables the sharing of any updated Freshservice tickets to your ServiceNow instance. [Learn more about Freshdesk Observer rules](https://support.freshdesk.com/support/solutions/articles/99047-creating-a-new-observer-rule).

## **Prerequisites**

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:warning: You must have the Freshdesk **Admin** role to complete the procedure described below.

:warning: You will first need to [create custom Freshdesk ticket fields](https://docs-perspectium.atlassian.net/wiki/spaces/helium/pages/2122635).

## **Procedure**

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To create custom the Perspectium Updates ServiceNow Observer rule, follow these steps:

**1.** Log into Freshdesk and navigate to > Macro (inline-media-image)

 **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 **Ticket is** > **updated** from the dropdowns.

**6.** Under **on tickets with these properties**, choose the **Match ALL of the below** option and make sure that the > Macro (inline-media-image)

 **(ticket)** option is selected. Then, from the dropdowns, select **Type** > **Is** and type/select **Incident**. 

**7. **Click :plus: **Add new condition**. From the dropdowns, select **Updated Via** > **Is** and type/select **Freshdesk**.

**8.** Click :plus: **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://**<span style="color: #a5adba">**<your Perspectium MBS URL>**</span>**/siam/UpdateIncident?instance=**<span style="color: #a5adba">**<your ServiceNow instance>**</span>**&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}}',`  
`    'custom_fields':{ `  
`        'cf_correlation_id':'{{ticket.cf_correlation_id}}'`  
`    }`  
`}` |


**11.** At the bottom right-hand corner of the screen, click **Save** to finish creating the Observer rule.


## **Next steps**

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[Create Perspectium Updates from ServiceNow Observer rule](https://docs-perspectium.atlassian.net/wiki/spaces/helium/pages/2122677)