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msp_endpoint

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MSP Customer Endpoint

Update Sets

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 support@perspectium.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. Perspectium for ServiceNow update set

2. Perspectium Common Endpoint update set

3. Perspectium Common Incident update set

Once the update sets have been installed, make the following changes:

1) In the Transform Map (PSP Common Incident to Incident table), locate the target field Sys ID. Change its Source Field script to:

  if(source.u_correlation_id.nil())
    return gs.generateGUID();  //create new record

  var gr = new GlideRecord('incident');
  var qc = gr.addQuery('number', source.u_correlation_id);
  gr.query();
  if(gr.next()) 
  {
       return gr.sys_id;
  }	

  return gs.generateGUID(); // no return found, return -1 to create a new record

This script will query the incident table for a matching incident number based on the source correlation ID; if it finds a matching record it will return its sys_id, and if not it will create a new incident record.

2) In the Transform Map (PSP Common Incident to Incident table), locate the target field correlation_id. Change its Source Field from sys_id to u_number.

3) In the outbound table map, change the Source Script for the provider field to reflect the Customer Name generated from MSP Gateway. For example, if the Customer Name from the MSP Gateway is Acer, change the Source Script to:

 answer = "Acer";

4) In the same outbound table map, add a new table map field and check “Use Script”. In the Target field enter @SIAM_provider.

Similarly to the previous step, change the Source Script for the provider field to reflect the Customer Name generated from MSP Gateway. For example, if the Customer Name from the MSP Gateway is Acer, change the Source Script to:

  answer = "Acer";

(7/12-Not sure if this needs to be documented)

5) In the dynamic share (Before share script), the psp_action of “attachment” must have this line at the end of the else-if statement: !pspAttachment.allAttachmentsHaveTag(“incident”, current.sys_id, “msp_client_incident_sent”). This else-if statement must be before the psp_action of “comment”.

msp_endpoint.1531439588.txt.gz · Last modified: 2018/07/12 16:53 by robyn.lin