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The ServiceNow and Kbot Live Chat integration allows users interacting with Kbot to log issues or make requests in the ServiceNow ITSM system. This page describes how to set up the ITSM configuration.

Table of Contents

Prerequisites

Create a service account for Kbot. This account must have access to ticket statuses and categories. Make sure you grant proper permissions for API requests concerning the ticket state.

Kbot setup

General configuration

To process incidents and demands, make sure you Kbot configuration includes the following:

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In this view, you can also provide other ITSM parameters. To learn more about it, see the built-in documentation.

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Incidents

To process incidents, make sure you Kbot configuration includes the following:

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Parameter

Description

Default

now_sys_class_name_to_ticket_id

Contains the mapping of sys classes to the related ticket ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by ticket ID prefix.

incident:INC, sc_request:REQ

snow_incident_sys_class_names

Specify sys_class_names of your incident tables to manage incidents.

incident

snow_incident_filter

Specify sysparm_query filters you want to use for getting incidents from each incident sys_class_name
in the format: snow_<incident sys_class_name>_filter.

active=true^caller_id={user_sys_id}^state=1^ORstate=2^ORstate=3

Requests

To process requests, make sure you Kbot configuration includes the following:

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Parameter

Description

Default

snow_catalog_sys_ids

A comma separated list of sys_ids. You can define the list of catalogs that you want to use.

snow_sys_class_name_to_page

Contains the mapping of sys classes to the related portal page. It is a comma separated list of <sys_class_name>:<portal page name>. This is used for building the catalog item URLS (or have the URLs point to the Portal)

now_sys_class_name_to_ticket_id

Contains the mapping of sys classes to the related ticket ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by ticket ID prefix.

incident:INC, sc_request:REQ

snow_request_sys_class_names

Specify sys_class_names of your request tables to manage requests.

sc_request

snow_sc_request_filter

Specify sysparm_query filters you want to use for getting requests from each request sys_class_name
in the format: snow_<request sys_class_name>_filter.

active=true^requested_for={user_sys_id}

Testing

Healthcheck

Once the ITSM is configured, you can use the Test button to see whether the portal is available and whether the service account that you are using is valid.

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Creating an incident/request

You can test the incidents or requests in the chat. Note that you must have a ServiceNow user with the access to the portal.

Incident

In the chat, click the Quick Ticket Management button, then select Submit an incident.

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Request

To create a request, run the following command in the chat: #do Search ServiceNow catalog:: <requested item>.

Managing tickets

In the chat, click the Quick Ticket Management button, then select List my tickets. The bot displays the complete list of tickets (both incidents and requests) with the current status.

Troubleshooting

  • If the ITSM configuration is invalid, the Healthcheck displays an error. In this case, follow the recommendations given in the error message.

  • If the dialog in the chat seems strange and you do not get expected replies, you can turn on the debugging. To do so, run the following command: #debug on and repeat the scenario to see the details. When you have finished the debugging, you can turn off the debugging functionality by typing #debug off.

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