To configure your ServiceNow-Zendesk ServiceBond integration, you will need to create a ServiceNow dynamic share so that data can be shared out of your ServiceNow instance and into Zendesk. Dynamic shares allow for real time sharing of ServiceNow records as they are created, updated, and/or deleted. Creating a dynamic share for your ServiceBond integration will ensure that data that is modified will be shared out from ServiceNow and into Zendesk in real time.
NOTE: Adding an attachment does not trigger a record update in ServiceNow and thus not trigger the dynamic share to share out a record update. There are different ways to trigger sharing out the record in the case of adding attachment, contact Perspectium Support for more information.
Prerequisites
You will first need to install 3 Perspectium update sets to your ServiceNow instance in the following order:
1. Perspectium Core update set
2. Perspectium Common Endpoint update set
3. Update set for the table you are integrating listed below:
| Table | Update Set |
|---|---|
| Incident | Perspectium Common Incident update set |
You can request download links for these update sets by contacting Perspectium Support.
Procedure
To create a dynamic share for your ServiceNow-Zendesk ServiceBond integration, follow these steps:
Create a ServiceNow shared queue for Zendesk
Log into your ServiceNow instance and navigate to Perspectium > DataSync > 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 Queue type dropdown, select ServiceBond. Then, type in zendesk.<application>.<instance_name>, e.g. zendesk.incident.dev1234. Finally, follow the remaining steps to create a ServiceNow shared queue.
Navigate to Dynamic Share
Navigate to Perspectium > DataSync > Dynamic Share or simply type Dynamic Share in the Filter Navigator on the upper left-hand side of the screen.
Choose a table map
In the Table Map dropdown, select the table map:
| Table | Table Map |
|---|---|
| Incident | Incident to Common Incident |
Configure other dynamic share settings
From the Table dropdown, choose Incident , and from the Encryption Method dropdown, choose Base64 Encode only. Then, click the Trigger Conditions tab. From the Business Rule When dropdown, select before and type 50 as the Business Rule Order. Finally, choose the shared queue you created from Step One as the Target Queue.
Save your dynamic share
Follow any remaining steps to create a ServiceNow dynamic share and click Submit to save your settings.