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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 the statuses and categories of issues or requests. Make sure you grant proper permissions for such API requests.

• To manage 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.

Konverso Kbot for Snow virtual agent setup

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

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configuration

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is set. This variable’s value must be assigned to the ServiceNow instance URL, starting with https://

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:

ticket_url = https://my-company.service-now.com

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ServiceNow service account

If you plan to integrate Kbot for Snow virtual agent into Microsoft Teams, specify the username and the corresponding password of your ServiceNow service account

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in Configuration > General > ITSM. Make sure the ticket_user and ticket_password variables are assigned proper values..

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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 that the Incident intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration.

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