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
Make sure to Finish Install (found under Perpectium > Control and Configuration > Finish Install). Configure the Properties (found under Perspectium > Control and Configuration > Properties). Run Test Connection to make sure the instance is properly set.
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 MSP Install (if you make any change(s) to these properties, you must click Finish MSP Install again).
Typical MSP integrations with their customers are tested and verified in a test environment and later moved to production via a change management process. MSP Gateway provides a facility to export a customer endpoint integration to an Update Set so that it can it can be applied to a production instance.
Under the Perspectium MSP Endpoint application menu, click on Tools and Export Endpoint. This will export the Table Maps (and corresponding fields), Dynamic Share, Transform Map(s) (and corresponding fields and scripts) to the current update set.
*Note: After installing this update set, you must create your own Shared and Subscribe queues (and update the Dynamic Share target queue accordingly).
To create the shared queue and update the Dynamic Share target queue, navigate to Perspectium > Replicator > Dynamic Share.
Once you are directed to the Replicator Configuration - Incident to MSP Gateway [Shared view*] screen, navigate to the Target queue field, click on “Lookup using list” (Search icon), and then click the New button.
After the shared queue is created and on the Replicator Configuration - incident [Shared view*] screen, navigate to Related Links and click on “Reset Dynamic Share Rule” to complete the process.