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It is possible to run the installation of the Konverso “Virtual Agent for IT Help Desk” application through an update set. This may sometime sometimes be required in one of the following situationsituations:
The Store ordering process is too slow or failing;
You need a newer version that is not yet on in the store;
Konverso proposes suggests you to install a specific version.
The page describes the installation process.
Pre-requisites
If you are planning plan to use the our app's Live Agent feature of our app, then you must have the Agent Chat plugin installed.
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1_cleaned_sys_remote_update_set_4f30cdfc1b728610ab984225bd4bcb81
A few extra Service Now ServiceNow objects which must be loaded separately from the application:
2_token_verification_34c2cbbbdbebe050f8e867e813961938
3_message_auth_515a57901b1335100eb95356624bcb0f
4_message_auth_f98347bbdbebe050f8e867e8139619c7
Installing the
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application
Update set loading
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and preview
Navigate to the Retrieved Update
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Sets view
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Load the attachment: 1_cleaned_sys_remote_update_set_4f30cdfc1b728610ab984225bd4bcb81
Invoke the Preview Update Set.
You will get two warnings regarding missing “Message Auth”.
Message Auth loading
Using Using any table view, right-click on the column header to access the “Import XML”“Import XML”.
Load the following three objects:
2_token_verification_34c2cbbbdbebe050f8e867e813961938
3_message_auth_515a57901b1335100eb95356624bcb0f
4_message_auth_f98347bbdbebe050f8e867e8139619c7
Commit the app
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Return to the Retrieved Update Set view.
Open the Virtual Agent for IT Service Desk.
Run the
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“Preview Update Set” again, there will be no errors or
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warnings.
Run the
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“Commit”, there will be
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no errors or warning
Video Tutorial
Below is a video tutorial on how to do this installation:
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ServiceNow bug workaround and validation
Workaround
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As described in the ServiceNow case https://support.servicenow.com/now?id=form&sys_id=66d55a08937ec210080af35d6cba100d&table=sn_customerservice_case&view=ess_sp, the app may not properly appear until you |
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log again to ServiceNow. |
Logout Log out of your ServiceNow instance.;
Log back in.
Validation
Verify the app appears properly in Studio:
Open the “Studio”, then select the application “Virtual Agent for IT Help Desk”;
Verify that you can see the objects.
Verify your menus are properly displayed:
In the menu, search for “Virtual Agent for IT Help Desk”;
You should see the menu with the various items.
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