To enable users to send files to operators, make sure to set the proper configuration. Basically, you must specify your agent as a trusted media domain, so ServiceNow considers it a trusted source.
1. In your ServiceNow, find and navigate to sys_cs_provider_application.list.
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2. Open the Konverso Bot Provider Application.
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3. Click Edit at the top of the window and move Trusted media domains to the list of available fields:
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4. In the Trusted media domains field, specify your agent.
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Failure to set up these Trusted domains will result in the following error message displayed in ServiceNow: We couldn’t download your file using the specified URL. Please check the URL and try uploading again