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salesforce_servicenow_update_set

ServiceNow

A Perspectium Salesforce update set is provided to install into your ServiceNow instance. This update set will provide the functionality needed to read in Salesforce JSON records into your ServiceNow instance into the tables specified in your subscribe configuration.

Share Out Salesforce Case Records to ServiceNow

Case records can be shared out of Salesforce and transformed into incident records in ServiceNow by completing the steps described in the procedure below:

  1. Complete the steps to set up a ServiceNow-Salesforce SIAM integration.
  2. In ServiceNow's left side navigation window, navigate to Perspectium > Control and Configuration > All Scheduled Jobs or simply type and then click All Scheduled Jobs.
  3. Locate and click into the Perspectium Get Case Records From Salesforce scheduled job record.
  4. At the top right-hand corner of the scheduled job form, click Execute Now. Note that the Salesforce case's Subject field value will appear in the ServiceNow incident's Short description field, and the Salesforce case's Description field value will appear in the ServiceNow incident's Description field.

NOTE: By default, Salesforce Case records that were created in the past 5 minutes ONLY will be shared out to ServiceNow. To change this time threshold, modify the value for the timeDelta variable within the Perspectium Get Case Records From Salesforce scheduled job. For example, changing the timeDelta value to 01:30:00 will cause the scheduled job to share out Salesforce cases created within the past 1 hour and 30 minutes, when executed.

NOTE: Only newly created Salesforce case records will be shared out to ServiceNow. Case records that are updated or deleted within the timeDelta threshold will not be shared out.

Salesforce Attachments into ServiceNow

v3.26.0
To read Salesforce attachments into ServiceNow, the u_sfdc_attachment_import import set table is provided as part of the Perspectium Salesforce Update Set for ServiceNow.

The update set comes with a subscribe configuration for u_sfdc_attachment_import so records can be read into the import set table. A script action will then run on records being inserted to properly add and delete attachments.

The Perspectium message that is shared out of Salesforce for an attachment will come with a “ParentTable” field that has the name of the Salesforce table that you can then use to determine which table this should map to in ServiceNow.

The Set parent table to attach to business rule on the u_sfdc_attachment_import table is provided so you can modify the corresponding field in the import set table (u_parenttable) to the appropriate ServiceNow table based on how you are subscribing Salesforce records into ServiceNow.

For example, if you are subscribing Salesforce Case records into ServiceNow Incident records, you can use the business rule to update the field as follows:

if (current.u_parenttable == 'Case')
    current.u_parenttable = 'Incident';
2017/12/27 17:29 · Paul Nguyen
salesforce_servicenow_update_set.txt · Last modified: 2018/11/14 16:14 by timothy.pike