{"id":50974,"date":"2023-01-21T15:17:36","date_gmt":"2023-01-21T15:17:36","guid":{"rendered":"https:\/\/developer.kore.ai\/v10\/?p=50974"},"modified":"2023-01-24T11:26:11","modified_gmt":"2023-01-24T11:26:11","slug":"configuring-the-servicenow-agent","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10\/integrations\/configuring-the-servicenow-agent\/","title":{"rendered":"Configuring the ServiceNow Agent"},"content":{"rendered":"
\r\n\t
\r\n\t\t
\r\n\t\t\t

ServiceNow helps you build digital workflows on a single, unified platform. Kore.ai XO Platform\u2019s ServiceNow Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on ServiceNow.\u00a0<\/span><\/p>\n

This post provides the configuration steps to enable the ServiceNow Agent integration. Use the configurations provided below as general guidelines, as there could be some differences based on the version of the ServiceNow that you are using.<\/span><\/p>\n

Overview<\/span><\/span><\/h2>\n

Kore.ai\u2019s Virtual Assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the ServiceNow agents to hand over conversations seamlessly. The VA also allows you to integrate with the ServiceNow platform. The VA facilitates communication and interaction between the user and the ServiceNow agent using the chat module.<\/span>\u00a0<\/span><\/p>\n

Configuration<\/span><\/span><\/h2>\n

To configure the ServiceNow agent, follow the instructions in the sections below.<\/span><\/p>\n

Step 1: Define the Host URL in the REST Message in ServiceNow<\/span><\/span><\/h3>\n
    \n
  1. Log in to your ServiceNow account. The ServiceNow account will have a unique URL for each developer instance in their Service Management or App Engine Studio. For example, the instance url is:<\/span> https:\/\/devXXX67.service-now.com\/<\/span><\/i><\/a><\/li>\n
  2. Go to <\/span>System Web Services > Outbound > REST Messages<\/b> from the left menu.<\/span><\/li>\n
  3. In the REST Messages page, click the <\/span>New<\/b> button to create a new REST Message.<\/span>\"\"<\/a><\/li>\n
  4. Copy the <\/span>WebHook URL<\/b> from Kore.ai\u2019s virtual assistant configuration page and paste it in the<\/span> Endpoint URL<\/b> field.<\/span>
    \"\"<\/a><\/li>\n
  5. Click <\/span>Save <\/b>to save the new REST message.<\/span>Note<\/b>: You can also see a list of all the REST Messages that have been configured.<\/span><\/li>\n<\/ol>\n

    Step 2: Define Outbound REST Message Requests in ServiceNow<\/span><\/span><\/h3>\n
      \n
    1. To define REST Outbound Message, navigate to <\/span>System Web Services > Outbound > REST Messages<\/b> in the left menu.<\/span><\/li>\n
    2. Select the REST Messages for which you want to define the Outbound message from the list of REST Messages. For example, search and select the <\/span>Platform – Agent Integrations <\/span><\/i>message.<\/span>
      \"\"<\/a><\/li>\n
    3. In the REST Message form, you can enter the API details, such as the name, endpoint URL as Callback URL from the <\/span>Configurations <\/b>page, and HTTP method.<\/span>
      <\/span>Note<\/b>: This will be the endpoint through which ServiceNow will send Agent\u2019s messages to the user<\/span>.<\/span><\/li>\n
    4. To define the HTTP header, click the <\/span>HTTP Request<\/b> tab and select the <\/span>Add New Row<\/b> button.<\/span>\"\"<\/a><\/li>\n
    5. In the new row, add the HTTP Header as shown below:<\/span><\/li>\n
    6. \n