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The ServiceNow and Kbot Live Chat integration allows users interacting with Konverso Kbot for Snow virtual agent 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

You may can optionally create a service account for Konverso Kbot for Snow virtual agent with access to sys_choice table. This would allow Kbot the agent to retrieve display names of ticket statuses and categories. Make sure you grant proper permissions for such API requests.

Konverso Kbot for Snow virtual agent setup

General configuration

To process incidents and demands, make sure your Konverso Kbot for Snow virtual agent configuration includes the following:

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To process incidents, make sure that the Incident intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration.

View the list of additional settings for access options of logging issues. You can add these settings into the kbot.conf file in DevOps > Developer Tools > Configuration Business Unit if you need to redefine default values.

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To process requests, make sure that the Search ServiceNow catalog intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration.

View the list of additional settings for access options of a service catalog. You can add these settings into the kbot.conf filein DevOps > Developer Tools > Configuration Business Unit.

Parameter

Description

Sample

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

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

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

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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