HELP FILE

Working with Transform Maps

    As of August 2022, version 4.0 of the Rescue ServiceNow integration supports customization of transform maps. This allows you to map Rescue session data to specific fields within your ServiceNow Instance.

    Note: Do not customize the Transform Maps if you are not familiar with ServiceNow scripts. GoTo support staff cannot troubleshoot issues that arise from incorrectly customized Transform Maps.

    There are 6 transform maps where you can map fields from the inbound session to specific fields in your environment. They are all inactive by default. If you wish to map data to specific fields, activate and modify one or more of the following to suit your needs. These transform maps are designed to run after all other maps have been processed. The transform maps are:

    • LogMeIn Userdef Create/Update Case (from chat)- Designed to update case fields if the session was initiated via chat outside of Service Now.
    • LogMeIn Userdef Update Case (from PIN)- Designed to update case fields if the session was initiated from an existing case record.
    • LogMeIn Userdef Create/Update Incident (from chat) - Designed to update incident fields if the session was initiated via chat outside of Service Now.
    • LogMeIn Userdef Update Incident (from PIN) - Designed to update incident fields if the session was initiated from an existing case record.
    • LogMeIn Userdef Create/Update Interaction (from chat) - Designed to update interaction fields if the session was initiated via chat outside of Service Now.
    • LogMeIn Userdef Update Interaction (from PIN) - Designed to update interaction fields if the session was initiated from an existing interaction record.

    How to modify a user defined transform map

    When modifying a transform map for one of the target tables (Case, Incident or Interaction), you should modify both the (from chat) and (from PIN) versions with the same field mappings so that the updates happen under both scenarios. The case transform maps require CSM to be installed and the interaction transform maps require Agent Workspace to be installed.

    To modify a transform map, you can start by either clicking on one of the links above or navigate to Integration > LogMeIn Rescue > Transform Maps and selecting the appropriate item from the list. These maps are inactive by default. Check the Active flag on the map and add the specific mapping you wish to create on the Field Maps tab at the bottom of the form.

    These transform maps already contain scripts within the main form and an On Before transform script to make sure the source record is correct for the map. They also have one field mapping with coalesce set to true to identify the record being updated. These existing scripts should remain unchanged to ensure proper identification.

    If you don't want the session log posted to either work_notes or additional comments, select None in the Select whether chat is to be posted to work notes, additional comments, both or none system property.