Kbot is designed to leverage your Snow environment configuration. We do It is not aim aimed at duplicating information that is already defined in Snow. To This page describes how you can get the best experience , we recommend you set up the following in Servicenow. 
by configuring your environment.
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This content is targeted to |
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administrators who are familiar with the |
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ServiceNow concepts |
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. In particular, we will cover OAuth2 authentication, |
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portal links, and |
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Snow authentication
Leverage Configure the Snow OAuth2 authentication: this will guarantee that , so the users are authenticated using the by same principles principle as in the Snow platform. To allow make Kbot to propose the Snow authentication to users, you need to register it:
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must register it:
1. Log in to the admin view of the ServiceNow portal.
2. Navigate to the System Oauth section in the menu on the left side of the window (or use the search field) and click Application Registry to create a provider.
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3. Configure the provider:
Add the URL of the bot as a callback, typically something like: https://yourcompany.konverso.ai
Collect the following information:
Client ID;
Client secret.
Create a provider:
Configure the provider in Snow:
Add the URL of the bot as a callback, typically something like:
https://yourcompany.konverso.aiCollect the following information:
Client ID;
Client secret.
Portal
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links
The bot will propose Portal links to the users. The bot needs to must know which portal you are using to propose links to users. Retrieve the sys_id of your portal from the Portal view, and set it in the following configuration:
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snow_portal_sys_id = f1226637dbed8b0014c99ee3db9619f1 |
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Kbot uses the knowledge base configured in the portal by default, but you
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can force
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the chatbot to use a
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particular knowledge base. To do so, define the snow_kb_sys_id parameter:
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snow_kb_sys_id = 15c9c81cdbe9cf00e386f3731d96195d |
Class to
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page mapping
The portal may might define special ‘page’ “page” for displaying particular types of ServiceNow objects. The mapping is defined in the configuration variable snow_sys_class_name_to_pagein the following format:
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snow_sys_class_name_to_page = <sys_class_name>:<page_name>[,<sys_class_name>:<page_name>]* |
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Use the wildcard * |
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to define the fallback page. |
See the sample of page mapping:
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snow_sys_class_name_to_page = pc_hardware_cat_item:device, kb_knowledge:kb_article, sc_cat_item_guide:sc_cat_item_guide, incident:incident, sc_req_item:request_item, change_request:change, dmn_demand:demand, *:sc_cat_item |
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Note how you can use a wildcard * to define the fallback page. |
Live chat
To enable the live chat, you need to define which the Queue you plan to use. This can be done with a setup such asof the following kind:
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snow_chat_queue = d34cc972db798bc014c99ee3db961980 |
Then Once it is done, you need to define a few triggers. The code for these will be sent to you. Please post Konverso team will send you the code. Please send a request to contact@konverso.ai.
Portal widget
We recommend adding Kbot as a widget inside the Snow portal. It is easy to To do so:
Create an Application application inside Kbot for your new view, call . Call it ServiceNow (for example ServiceNow ) and enable only enable Snow OAuth2 there.
Create a Widget widget inside Kbot and set up configure the display parameters to fit your needs.
Copy the Widget widget code inside the Portalportal.
Users are prompted for the authentication once; then their authentication token is refreshed automatically.
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Users will be prompted once for authentication, then their authentication token will automatically refresh. |
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