First click on the “Admin” gear button on the left side. Then find the “Ticket Fields” section and click the “Add Field” button to create two new text fields named Correlation Id and Correlation Display.
First click on the “Admin” gear button on the left side. Then find the “Extensions” section and click the “add target” link. You will need to find the “HTTP Target” button.
Here is how to fill out the form:
Title : Perspectium CreateIncident Webhook
URL : <perspectium-server>/siam/CreateIncident?instance=<ServiceNow-Instance>&provider=zendesk
Method : POST
Content type : JSON
Basic Authentication : Enabled = true (add user and password provided)
Next find the “Triggers” section and click the “Add trigger” button. Here is how to fill out the form:
Trigger name : Perspectium INSERTs ServiceNow Webhook
Conditions :
Meet ALL of the following conditions: Update Via is not Web service
Meet ANY of the following conditions: Ticket is Created
Action : Notify Target <Extension name from above> The JSON body will look something like this:
{ "request": { "requester": "{{ticket.assignee.name}}", "id" : "{{ticket.id}}", "subject": "{{ticket.title}}", "type" : "incident", "correlation_id" : "{{ticket.ticket_field_<Correlation Id field number from above>}}", "correlation_display" : "{{ticket.ticket_field_<Correlation Display field number from above>}}", "comment": "{{ticket.latest_comment}}", "attachments" : { "filename" : "{{ticket.latest_comment.attachments.attachment.filename}}", "data" : "{{ticket.latest_comment.attachments.attachment.url}}" } } }