---
title: "Create Perspectium Updates from ServiceNow Observer rule"
canonical: "https://docs.perspectium.com/space/helium/2122677/Create%20Perspectium%20Updates%20from%20ServiceNow%20Observer%20rule"
format: markdown
---
The **Perspectium Updates from ServiceNow Observer rule** prevents incoming ServiceNow incident updates from being shared back out of Freshservice. [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 from 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 from 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 **Webservice**.

**8. **Under **perform these actions**, select **Set Updated Via as** > **Freshdesk**.

**9.** 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 Add Notes ServiceNow Observer rule](https://docs-perspectium.atlassian.net/wiki/spaces/helium/pages/2122679)