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You can optionally create a service account for Konverso Kbot for Snow virtual agent with access to sys_choice table. This would allow the agent to retrieve display names of ticket the statuses and categories of issues or requests. Make sure you grant proper permissions for such API requests.
To manage tickets issues and requests you must set up the snow_portal_url_suffix parameter. To learn more about it, see the Setting up the portal link page.
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Parameter | Description | Sample |
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snow_sys_class_name_to_ticket_id
| Contains the mapping of sys classes to the related ticket issue ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by ticket an issue ID prefix. | snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ
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snow_incident_sys_class_names
| Specify sys_class_names of your incident tables to manage incidents. When you create an incident, the first table from the list is used; when you manage your incidents (ask to display the complete list of incidents), all the incidents from all the tables are displayed. | snow_incident_sys_class_names = incident
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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. | snow_incident_filter = active=true^caller_id={user_sys_id}^state=1^ORstate=2^ORstate=3
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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 issue ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by ticket an issue 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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Typically, the found item is returned and displayed in the chat. You can view the item or click it to open it in ServiceNow and create a request for it.
Managing
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issues and requests
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.
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All user’s tickets records from the tables that are defined in snow_request_sys_class_names and snow_incident_sys_class_names will be queried. The filters that are defined in the related variables are used. See the table of variables above. |
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