Create a ServiceNow dynamic share for Freshdesk

Log into your ServiceNow instance and navigate to Perspectium > Replicator > Shared Queues or simply type and then select Shared Queues in the Filter Navigator on the upper left-hand side of the screen. Then, click New.

In the Name field, type psp.in.siam.client.freshdesk. Then, follow the remaining steps to create a ServiceNow shared queue.

Navigate to Perspectium > Replicator > Dynamic Share or simply type Dynamic Share in the Filter Navigator on the upper left-hand side of the screen.

In the Table Map dropdown, select Incident to Common Incident.

Click the Trigger Conditions tab. From the Business Rule When dropdown, select before. Then, follow the remaining steps to create a ServiceNow dynamic share.

 NOTE: ServiceNow-to-Freshdesk dynamic shares will be triggered when any incident field is updated in ServiceNow. However, Freshdesk-to-ServiceNow dynamic shares will only be triggered when the category, subcategory, priority, status, agent, group, and/or due date default ticket fields are updated in Freshdesk. Custom fields with types dropdown, checkbox, and/or dependent will also trigger Freshdesk-to-ServiceNow dynamic shares.

 NOTE: If sharing out records that contain comments, be sure to click Update instead of Post when adding a comment. Otherwise, the text _123STREAMENTRY321_ will be appended to the beginning of your comment(s).

Click the Filter and Enrichment tab. In the Before share script window, add the following script:

if (current.correlation_id.isNil() && psp_action != ‘insert’) {
    psp_action = ‘deferred’;
}
else if (psp_action == "insert") {
    var pspA = new PerspectiumAttachment();
    pspA.sendIndividualAttachments(current, "deferred", "freshdesk_sent" , share_gr); 
}