This article will guide you through the steps to enable extra (standard fields of ServiceNow) and custom fields to be mapped between Talkdesk and ServiceNow. This will allow you to preview additional fields on the Talkdesk Automations for the ServiceNow Connector side and populate them with the chosen information on the ServiceNow side.
Note: To learn more about how to automate tasks in the ServiceNow Connector, check this article.
Please use the index to help you guide through the process of mapping extra and custom fields. Mapping fields in ServiceNow
Index
Mapping fields in ServiceNow
If you have added fields to the User, Case, and/or Incident objects, you may want to populate those when creating them via automations. By default, Talkdesk will show all default fields and any fields marked as mandatory in the ServiceNow form for a particular table. However, any extra or custom fields will need to be manually mapped.
How mapping works for Extra / Standard fields of ServiceNow
This diagram illustrates the logic behind the mapping functionality. In the example, we use the extra field “Opened for”, a field of the Interaction table in ServiceNow.
It’s important to understand that the mapping is based on the field name in the Interaction table. It must correspond to the column name in the Talkdesk Interaction Import Set table, otherwise, the extra field on the ServiceNow side will not be populated. Also, the field label from the Interaction table is the one to be used as the source field in the Talkdesk Interaction table.
How the mapping works for Custom fields of ServiceNow
This second diagram illustrates the logic behind the mapping functionality for custom fields. In the example, we use the extra field “Opened for”, a field of the Interaction table in ServiceNow.
In this second diagram, note that in case the column name in the Talkdesk Interaction Import Set table is automatically set with a prefix such as “u_” prefix (this cannot be changed). You will need to create a new field in the Interaction table with that exact prefix and use it instead of the ServiceNow native “Opened for” field in the first diagram.
You must always make sure the column name is the same as the field name in the Interaction table in the first place, and that the source field in the Talkdesk Interaction table follows.
This article provides you with step-by-step instructions on how to use an extra/custom ServiceNow field in Talkdesk automation.
Configuration steps
The process of mapping a new extra or custom fields will require four main configuration steps:
- Step 1: Configuration of Field Mappings, in ServiceNow. Here we map the new fields to preview them on the Talkdesk Automations for ServiceNow Connector.
- Step 2: Configuration of Import Set, in ServiceNow. Here we map the new fields to the custom tables of the ServiceNow Connector package, in ServiceNow.
- Step 3: Configuration of Transform Maps, in ServiceNow. Here, we conclude the mapping on ServiceNow by ensuring the field that was included on the custom tables of the ServiceNow Connector package is mapped with the ServiceNow table.
- Step 4: Configuration of automations, in Talkdesk. Here we set up the new field to be populated on the automations.
Notes:
- Depending on the field that is being mapped, some specific rules may apply to each step. Those will be explicit throughout this article.
- If your goal is to map Contact ID or Agent ID values to a specific field in the objects Incident or Interaction of ServiceNow, please go directly to Step 3 and read the section “Mapping Contact ID or Agent ID values”.
- To perform all the next configuration steps, you must have an Admin role in ServiceNow.
Step 1: Configuration on Field Mappings, in ServiceNow
For a better understanding, we will use mapping the Opened For field (standard field of Interactions table in ServiceNow) as an example.
Also, make sure that during these configurations, the Application scope of ServiceNow is set to Talkdesk.
- Go into your ServiceNow instance, and use the search bar [1] to find the Talkdesk section of the main navigation menu. Select Field Mappings [2] and click New [3].
- Select the relevant Table [4] according to your needs, then pick the Field [5] you want to show up on the Talkdesk Automations for ServiceNow Connector and click Submit [6]. For our example, we are selecting Table = “Interaction” and Field = “Opened For”.
Step 2: Configuration of Import Set, in ServiceNow
Make sure that during these configurations, the Application scope of ServiceNow is set to Talkdesk.
- Go into your ServiceNow instance, and use the search bar to find the System Definition [1] section of the main navigation menu, then select Tables [2].
- Use the search bar [3] to find the appropriate Talkdesk table. To facilitate this search, search for Name = “x_talkd_td_“, and select the appropriate table, which in our example case will be “Interaction Import Set” (x_talkd_td_interaction_import_set) [4]
- On the table, click on New [5].
- Make sure to fill in all mandatory fields, according to your needs and use case:
- Type [6]: Here the type must be String, regardless of the field we are mapping
- Column label [7]: Exactly the same label of the extra/custom field on the target table where you want it to be mapped. In the example, we selected “Opened For”
- Column name [8]: Exactly the same name as the extra/custom field on the target table where you want it to be mapped. This field is the same as the Column label but uses lowercase letters only, and underscores for spaces (“_”). In the example, it is “opened_for”
- Click on Submit [9]
Important Note for Custom fields only: If the column name is automatically set with a prefix such as “u_” prefix (unable to change it), you will need to create a new field in the Interaction table with that exact prefix. In this case, you will have to redo what you did in Step 1. Please check the second diagram provided in the section “How the mapping works for Custom fields of ServiceNow” to better understand this process.
Step 3: Configuration of Transform Maps, in ServiceNow
Make sure that during these configurations, the Application scope of ServiceNow is set to Talkdesk.
- Go into your ServiceNow instance and use the search bar to find the System Import Sets [1] on the main navigation menu and, under the Administration section, select Transform Maps [2].
- Go to the search bar and search for the Talkdesk Table [3] where you want to add the extra/custom field. To facilitate this search, search for Name = “Talkdesk“, and select the appropriate table, which in our example case will be “Talkdesk Interaction” (that maps "x_talkd_td_interaction_import_set" source table to ServiceNow "Interaction" target table) [4]
- Click the New [5] button to create a new record.
- Make sure the Source field [6] corresponds to the correct Target field [7]. Fill in the “Source” field with the field you created (in “Step 2: Configuration of Import Set, in ServiceNow”), and the “Target” field with the field you want the data to be transformed into.
Note: if you intend to populate the new field with Contact ID or Agent ID information, please check the next section “Mapping Contact ID or Agent ID values”.
Mapping Contact ID or Agent ID values
If the goal is to populate the new extra or custom field on ServiceNow with information about Contact ID or Agent ID from Talkdesk, please consider the following mapping table. Mapping these values does not require Step 1, Step 2 and Step 4, only Step 3 on the Transform maps. Steps 1, 2 and 4 are not required since, by default, our integration already is mapping these values.
Note: this only applies when mapping to Incident and Interaction tables in ServiceNow; to map these values to other objects, please follow all configuration steps.
Mapping table:
| Import set | Contact ID (source fields) | Agent ID (source fields) |
| Incident | caller_id | assigned_to |
| Interaction | consumer | assigned_to |
For example, if the goal is to populate “Opened For” field (Target Field) with Contact ID information, considering that the “Opened For” field is a standard field of the Interaction table, then on the Transform Maps we should map it to “Consumer” field (Source Field), since by default our integration already maps the Contact ID to the consumer field.
Step 4: Configuration of Automations, in Talkdesk
- Go into your Talkdesk instance, go to Builder > Integrations [1] and on the Integrations List select “ServiceNow”. You may want to Create Automation [2] or Edit [3] an existing one, if you have any previously configured tasks you would like to use in this case.
Note: Make sure that the Preview Actions setting is turned on (on Builder > Integrations > ServiceNow > Configuration).
- The previously selected field on the ServiceNow side will show up when creating or modifying automated tasks that create or update the selected relevant object. In the above image, you can see the “Opened for” [1] field available on an action that affects the Interaction object [2], according to the example we have been using for this configuration.
- Drag and drop the relevant trigger information you want to display in the field on the ServiceNow side.
To know more about how to automate tasks in the ServiceNow Connector, check this article