Create Perspectium Add Notes ServiceNow Observer rule

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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.