A ServiceNow-Salesforce Perspectium SIAM Integration allows you to easily share and integrate your incident and case records between ServiceNow and Salesforce instances. To get started with your ServiceNow-Salesforce SIAM Integration, follow the steps in this guide for ServiceNow-side Installation and Configuration as well as Salesforce-side Configuration.
To begin integrating Salesforce with your ServiceNow instance via Perspectium SIAM, first request the download links for the following Perspectium for ServiceNow update sets from support@perspectium.com:
After obtaining these update sets, follow the steps to install your update sets for the first time. If upgrading from a previous update set version, follow the steps for upgrading your update sets.
In order to receive messages from Salesforce, you will need to create a subscribed queue in ServiceNow. By default, Perspectium's Message Broker Service (MBS) will push messages from Salesforce out to psp.out.servicenow.your_company_here.
To create a subscribed queue:
After creating your subscribed queue, you will next need to create a shared queues for your Salesforce instance to share to.
To create a dynamic share for your ServiceNow-Salesforce SIAM integration, follow these steps:
if (psp_action == 'update' && current.correlation_id == ''){ psp_action = 'deferred'; }
You will need to add a onAfter transform script so that ServiceNow will know how to handle, update, and direct the values for inbound messages from Salesforce.
To add the onAfter transform scripts:
onAfter Script:
//acknowledge (function runTransformScript(source, map, log, target /*undefined onStart*/ ) { if(source.u_action != "incident_created" && (source.u_number != "" || source.u_sys_id != "")){ return; } var qgr = new GlideRecord("u_psp_queues"); var queue = ""; qgr.addQuery("u_name", "psp.in.siam.client.salesforce"); qgr.query(); if (!qgr.next()){ return; } queue = qgr.sys_id; var qc = new GlideRecord("psp_replicate_conf"); qc.addQuery("table_name", "incident"); qc.addQuery("u_target_queue", qgr.sys_id); qc.query(); if (!qc.next()){ return; } var gr = new GlideRecord("incident"); gr.addQuery("sys_id", target.sys_id); gr.query(); if (gr.next()){ var pspR = new PerspectiumReplicator(); pspR.shareRecord(gr, "incident", "update", qc.sys_id, "cipher=3,SIAM_provider=salesforce"); } })(source, map, log, target);
NOTE: To install and configure Perspectium for Salesforce using the Salesforce Lightning UI, see Salesforce SIAM.
To install the Perspectium for Salesforce package on your Salesforce instance, follow the steps described here.
Then, configure your Salesforce Organization by following the steps described here.
Creating a custom case field will allow for the storing of ServiceNow incident numbers when messages are sent over to ServiceNow.
To create a custom case field:
1. Log into Salesforce and make sure you have enabled the Salesforce Classic view. If you are in Salesforce Lightning view, click your avatar in the top right-hand corner. Then, click Switch to Salesforce Classic.
2. At the top right-hand corner of the page, click Setup.
3. At the left side of the page, there is a side bar with a search function at the top. Type case and then click the Fields option under Cases. This will bring you to the Case Field page.
4. On the Case Field page, scroll down to the Case Custom Fields and Relationships section and click New.
5. Select the Text option. Then, click Next.
6. Type a name for your custom field under Field Label. The Field Name for your custom field will then be automatically generated.
7. Give viewing permissions to any applicable users. In the example below, everyone is granted permission to view the custom field.
8. Lastly, check the boxes for Add Field, Case Layout, and Close Case Layout. Then click Save.
Next, you will need to create a share queue and a subscribed queue in order to exchange messages with ServiceNow.
To create your shared queue in Salesforce:
To create your subscribed queue in Salesforce:
A dynamic share table is necessary for records to be sent out to ServiceNow upon creation, update, or deletion.
To create a Salesforce dynamic share:
For more information or to add custom configurations for your ServiceNow-Salesforce SIAM integration, choose from one of the topics listed below: