---
title: "Create Perspectium Updates ServiceNow workflow"
canonical: "https://docs.perspectium.com/space/helium/2122719/Create%20Perspectium%20Updates%20ServiceNow%20workflow"
format: markdown
---
The **Perspectium Updates ServiceNow** workflow enables the sharing of any updated Freshservice tickets to your ServiceNow instance. This workflow also prevents incoming ServiceNow incident updates from being shared back out of Freshservice. [Learn more about Freshservice workflows](https://freshservice.com/it-service-desk/automations).
## **Prerequisite**
---
:warning: You will first need to [create custom Freshservice Ticket fields](https://docs-perspectium.atlassian.net/wiki/spaces/helium/pages/2122683).
:warning: 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 > Macro (inline-media-image)
**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 Updates 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 updated** for the label and click **Done**.
**4.** On the left-hand side of the screen, click and drag **Condition** next to the **Incident is updated** event until the > Macro (inline-media-image)
icon appears. Then, drop the **Condition**. Under **Match any of these conditions**, type and select **Updated Via** > **is** > **Freshservice**. Finally, click **Done**.
**5.** Drag and drop a **Condition** to the **Yes** branch of the **Updated Via is Freshservice** condition. Under **Match any of these conditions**, type and select **CorrelationID** > **is not** > **EMPTY**. Then, click **Done**.
**6. **Drag and drop an **Action** to the **Yes** branch of the **CorrelationID is not EMPTY** condition. Under **Perform these actions on Ticket**, type and select **Trigger Webhook**. Then, select **POST** for the **Request Type**. For **Callback URL**, type **http://********/siam/UpdateIncident?instance=********&provider=freshservice&action=update**. Finally, check the **Requires Authentication** box and type the username and password for your Perspectium MBS.
**7.** 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}}'`
` }`
` }`
`}` |
**8. **Still within the same **Action** popup, scroll down and click :plus: **Add new action**. Then, type and select **Set Updated Via as** > **Freshservice**. Click :plus: **Add new action** again, and then type and select **Set CorrelationID as** > **EMPTY**. Finally, click **Done** to save this Action.
**9. **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**.
**10.** 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:
**11.** 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 steps**
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[Create Perspectium Add Notes ServiceNow workflow](https://docs-perspectium.atlassian.net/wiki/spaces/helium/pages/2122721)