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Adding a ServiceNow Bot

Kore.ai provides integration for a built-in ServiceNow Bot that you can use to display message notifications and execute tasks directly from the Kore.ai application. To use the ServiceNow Bot, you just need to add the Bot to your Kore.ai account, and then configure the settings for the Bot, such as authentication to access ServiceNow, and the notification messages that you want. This topic describes the ServiceNow built-in Bot for Kore.ai. For more information about other Kore.ai Bots, see Adding Bots.

About the Kore.ai Bot for ServiceNow

DIYServiceNowLogoServiceNow is a platform-as-a-service provider of enterprise Service Management software. This Bot enables you to create incidents, problems, or change requests, and be alerted to activity. You can use this Bot to create incidents, problems, or change requests, and get alerts for activity.

Integration Type Web Service – Connect to this Bot using a web service integration where Kore.ai polls the service for updates based on a specified interval.
Category Customer Support – This Bot is available in the Kore.ai application in the Customer Support category.

 

Configuring ServiceNow 

To configure web service tasks, you need to add the ServiceNow Bot from the Kore.ai Bot Store, and then setup the task.

To setup a ServiceNow task, click Connect to ServiceNow, enter the ServiceNow URL for your company, for example, https://myCompanyName.service-now.com, your ServiceNow account ID, your password, and then press Enter.

After you are connected, you can perform tasks for ServiceNow directly from the Kore.ai application and setup message notifications to get notified in the Kore.ai application when an event occurs in ServiceNow.

The following table describes ServiceNow tasks that you can integrate with Kore.ai.

TASK TO CONFIGURE THIS TASK…
Create Change Request In the Perform Task dialog,

  • enter a Short Description
  • select a Priority
  • and then, enter an Optional Description.

In a team room, you can enter the @servicenow newchang Bot command to invoke and configure this task.

Create Incident In the Perform Task dialog,

  • enter a Short Description
  • select an Impact Level
  • and then, enter an Optional Description.

In a team room, you can enter the @servicenow newincid Bot command to invoke and configure this task.

Create Problem In the Perform Task dialog,

  • enter a Short Description
  • select a Priority
  • and then, enter an Optional Description.

In a team room, you can enter the @servicenow newprob Bot command to invoke and configure this task.

You can setup message notifications to your Kore.ai account using a ServiceNow web service. Click , click Get notified when…, and then click one of the ServiceNow web services described in the following table.

TASK TO CONFIGURE THIS TASK…
Change Request Alert In the Setup Task dialog,

  • optionally, click the gray box in Filters to setup one or more filters to prevent message notifications for specified criteria. You can filter on one or more of the following:
    • Priority
    • Group Assignment
    • Assigned To
    • Click Done to save the filter. For more information, see Setting up Filters. 
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then, optionally customize the interval for message notifications in the Check for updates… section.
Incident Update In the Setup Task dialog,

  • optionally, click the gray box in Filters to setup one or more filters to prevent message notifications for specified criteria. You can filter on one or more of the following:
    • Group Assignment
    • Priority
    • Assigned To
    • Click Done to save the filter. For more information, see Setting up Filters. 
  • optionally customize the Task Name
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then, optionally customize the interval for message notifications in the Check for updates… section.
Problem Alert In the Setup Task dialog,

  • optionally, click the gray box in Filters to setup one or more filters to prevent message notifications for specified criteria. You can filter on one or more of the following:
    • Assigned To
    • Priority
    • Group Assignment
    • Click Done to save the filter. For more information, see Setting up Filters. 
  • optionally customize the Task Name
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then, optionally customize the interval for message notifications in the Check for updates… section.
ServiceNow Reports In the Setup Task dialog,

  • select an Issue Type
  • search for an Assigned To
  • optionally customize the Task Name
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then, optionally customize the interval for message notifications in the Check for updates… section.

Next Steps

After ServiceNow is configured as web service, when any of the events occur in ServiceNow, a message is displayed on the Bots page in the Kore.ai Messaging application, or your favorite channel.

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