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msp_endpoint [2018/07/12 16:53]
robyn.lin
msp_endpoint [2018/12/04 15:30] (current)
linda.nguyen [Export to Update Set]
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 The following update sets should be installed: The following update sets should be installed:
  
-1. Perspectium for ServiceNow update set+1. (Latest) ​Perspectium for ServiceNow update set <WRAP round info>​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.</​WRAP>​
  
 2. Perspectium Common Endpoint update set 2. Perspectium Common Endpoint update set
Line 13: Line 13:
 3. Perspectium Common Incident update set 3. Perspectium Common Incident update set
  
-Once the update ​sets have been installed, make the following changes:+4. Perspectium Common Attachment ​update ​set
  
-1) In the Transform Map (PSP Common ​Incident ​to Incident table), locate the target field //Sys ID//. Change its Source Field script to:+5. Perspectium MSP Incident ​Management Endpoint update set
  
-    if(source.u_correlation_id.nil()) +Once the update sets have been installed and connectivity ​to Perspectium is established proceed to configure the Perspectium MSP Incident Management Endpoint as follows:
-      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.+Create an integration user with the following attributes:​ 
 +  * User ID = perspectium.msp  
 +  * First Name = Perspectium 
 +  * Last Name = MSP 
 +  * Internal Integration User = true 
  
-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//​.+<WRAP round info>The User ID, First NameLast Name can be changed from the values above This user will display as the Caller for new inbound incidents ​from the MSP Gateway</WRAP>
  
-3) In the outbound table map, change ​the Source Script for the //​provider//​ field to reflect ​the Customer Name generated from MSP GatewayFor example, if the Customer Name from the MSP Gateway ​is Acer, change the Source Script to:+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
  
-   ​answer = "​Acer";​+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.
  
-4) In the same outbound table map, add a new table map field and check "Use Script"​. In the Target field enter @SIAM_provider+Enter the Instance Name of the MSP Gateway ServiceNow instance.
  
-{{:​siam_provider_field.png?600|}}+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.
  
-Similarly to the previous stepchange 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:+Once the above properties are configured and savednavigate ​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).
  
-    answer ​"​Acer";​+==== Export to Update Set ==== 
 +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.
  
-(7/12-Not sure if this needs to be documented)+{{:​msp_endpoint_menu.png|600}}
  
-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".+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.  
 + 
 +{{:​msp_endpoint_export_page.png|}} 
 + 
 +<WRAP round info> 
 +***Note**: After installing ​this update set, you must create your own Shared and Subscribe queues (and update ​the Dynamic Share target queue accordingly). 
 +</​WRAP>​ 
 + 
 + 
 +{{:endpoint_update_shared_queue.png|}} 
 + 
 + 
 +To create the shared queue and update the Dynamic Share target queuenavigate 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 fieldclick on "Lookup using list" ​(Search icon), and then click the New button. 
 + 
 + 
 +{{:​endpoint_new_queue1.png|}}  
 + 
 + 
 +{{:​endpoint_new_queue2.png|}}  
 + 
 + 
 +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. 
 + 
 + 
 +{{:​endpoint_reset_dynamic_share_rule.png|}}  
 + 
 + 
 + 
 + 
msp_endpoint.1531439588.txt.gz · Last modified: 2018/07/12 16:53 by robyn.lin