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To process incidents, make sure your Kbot configuration includes the following:
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that the Incident intent is enabled and available in your Kbot configuration.
The View the list of additional settings for access options of logging issues. You can add these settings into the kbot.conf file if you need to redefine default values.
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To process requests, make sure your Kbot configuration includes the following:
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that the Search ServiceNow catalog intent is enabled and available in your Kbot configuration.
The View the list of additional settings for access options of a service catalog. You can add these settings into the kbot.conf file.
Parameter | Description | Sample |
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snow_catalog_sys_ids
| A comma separated list of sys_ids. You can define the list of catalogs that you want to use. | snow_catalog_sys_ids = bdf16c2edb*******386f3731d9619f5, d5f4be1*******40cfdefda41d9619b9
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snow_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. | snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ
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snow_request_sys_class_names
| Specify sys_class_names of your request tables to manage requests. When you create a request, the first table from the list is used; when you manage your requests (ask to display the complete list of requests), all the requests from all the tables are displayed. | snow_request_sys_class_names = sc_request, change_request
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snow_sc_request_filter
| Specify sysparm_query filters using the Snow Glide format you want to use for getting requests from each request sys_class_name
in the format: snow_<request sys_class_name>_filter. In addition to the standard syntax supported in Snow, you may use the special keyword {user_sys_id} that would be replaced by the invoker user sys_id. | snow_sc_request_filter = active=true^requested_for={user_sys_id}
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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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