Kbot is designed to improve the ServiceNow customer experience and is not aimed at duplicating information that is already defined in Snow. This page describes how to configure your environment.
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This content is targeted to the administrators who are familiar with the ServiceNow concepts. In particular, we will cover OAuth2 authentication, portal links, and |
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Snow authentication
Configure the Snow OAuth2 authentication, so the users can authorize easily. To make Kbot propose the Snow authentication to users, you 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 and click Application Registry to create a provider.
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3. Select Create an OAuth API endpoint for external clients.
4. Configure the provider. Add the URL of the bot as a callback, typically something like: https://yourcompany.konverso.ai.
Once you have finished the provider configuration, you can obtain Client ID and Client secret.
Portal links
The bot must know which portal you are using to propose links to users. Retrieve 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 |
Kbot uses the knowledge base configured in the portal by default, but you can force the chatbot to use a particular knowledge base. To do so, define the snow_kb_sys_id parameter:
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snow_kb_sys_id = 15c9c81cdbe9cf00e386f3731d96195d |
Page mapping class
The portal might define a special “page” for displaying particular types of ServiceNow objects. The mapping is defined in the configuration variable snow_sys_class_name_to_page in 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 * 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 |
Live chat
To enable the live chat, define the Queue you plan to use. This can be done with the setup of the following kind:
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snow_chat_queue = d34cc972db798bc014c99ee3db961980 |
Once it is done, you need to define triggers. Please send a request to contact@konverso.ai, so the Konverso team will send you the code.
Portal widget
We recommend adding Kbot as a widget inside the Snow portal. To do so:
Create an application inside Kbot for your new view. Call it ServiceNow (as an example) and enable only Snow OAuth2.
Create a widget inside Kbot and configure the display parameters to fit your needs.
Copy the widget code inside the portal.
Users are prompted to authorize once; after it is done, they do not need to log in. The authentication token is refreshed automatically
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Guided setup
We tried to explain the initial setup procedure in details in the Guided Setup for Konverso Kbot. Please, open this installation wizard in your ServiceNow environment and follow the steps. It describes the following:
Granting permissions;
Connecting to the Kbot virtual agent;
Configuring the OAuth 2.0 authorization;
Adding the widget to your portal: either globally, or for a specific page;
Customizing the widget, so it fits your organization's style.
Additional configuration
Once you have finished the Guided Setup tour, you can set up the portal link, live chat functionalities, fine-tune the knowledge base search, and configure the ITSM solution. To learn more about all these steps, explore this documentation chapter.