To integrate the MSP Customer Endpoint into your ServiceNow instance you must first install the Perspectium update sets. For the latest update sets, visit the Update Set Releases page and request the download links from email@example.com. For more information on installing or updating the update sets, visit the Update Set Installation or Upgrading an Update Set pages.
The following update sets should be installed:
1. (Latest) Perspectium for ServiceNow update set
be sure to Finish Install, configure the Perspectium Properties, and Test Connection
2. Perspectium Common Endpoint update set
3. Perspectium Common Incident update set
4. Perspectium Common Attachment update set
5. Perspectium MSP Incident Management Endpoint update set
Once the update sets have been installed and connectivity to Perspectium is established proceed to configure the Perspectium MSP Incident Management Endpoint as follows:
Create an integration user with the following attributes:
The User ID, First Name, Last Name can be changed from the values above. This user will display as the Caller for new inbound incidents from the MSP Gateway
Navigate to the Perspectium MSP Endpoint application menu and select Properties Enter the name of the customer in the corresponding property. This must match the company name specified in the MSP Gateway customer endpoint configuration
Enter the name of the Assignment Group for Incidents to be bonded with the MSP Gateway. This will be used as the replication condition in the Dynamic Share to the MSP Gateway. It will also be used as the Assignment Group for inbound incidents from the MSP Gateway.
Enter the Instance Name of the MSP Gateway ServiceNow instance.
Enter the User ID (sys_user.user_name) of the User to use as the Caller for inbound incidents from the MSP Gateway. If you leave this blank, the Transform Map will attempt to use the source.u_caller_id value.
Once the above properties are configured and saved, navigate to the Perspectium MSP Endpoint application menu and select Finish Install (if you make any change(s) to these properties, you must click Finish Install again).