Kbot is designed to leverage your Snow environment configuration. It is not aimed at duplicating information that is already defined in Snow. This page describes how you can get the best experience by configuring your environment.

Snow authentication

Configure the Snow OAuth2 authentication, so the users are authenticated by same principle as in the Snow platform. To make Kbot propose the Snow authentication to users, you must register it:

1. Log in to the admin view of the ServiceNow portal.

2. Navigate to the System Oauth section in the menu on the left side of the window (or use the search field) and click Application Registry to create a provider.

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3. Select Create an OAuth API endpoint for external clients.

4. Configure the provider. Add the URL of the bot as a callback, typically something like: https://yourcompany.konverso.ai.

Once you have finished the provider configuration, collect the Client ID and Client secret.

Portal links

The bot must know which portal you are using to propose links to users. Retrieve sys_id of your portal from the Portal view, and set it in the following configuration:

snow_portal_sys_id = f1226637dbed8b0014c99ee3db9619f1

Kbot uses the knowledge base configured in the portal by default, but you can force the chatbot to use a particular knowledge base. To do so, define the snow_kb_sys_id parameter:

snow_kb_sys_id = 15c9c81cdbe9cf00e386f3731d96195d

Page mapping class

The portal might define a special “page” for displaying particular types of ServiceNow objects. The mapping is defined in the configuration variable snow_sys_class_name_to_pagein the following format:

snow_sys_class_name_to_page = <sys_class_name>:<page_name>[,<sys_class_name>:<page_name>]*

See the sample of page mapping:

snow_sys_class_name_to_page = pc_hardware_cat_item:device, kb_knowledge:kb_article, sc_cat_item_guide:sc_cat_item_guide,
incident:incident, sc_req_item:request_item, change_request:change, dmn_demand:demand, *:sc_cat_item

Live chat

To enable the live chat, define the Queue you plan to use. This can be done with a setup of the following kind:

snow_chat_queue = d34cc972db798bc014c99ee3db961980

Once it is done, you need to define a few triggers. The Konverso team will send you the code. Please send a request to contact@konverso.ai.

Portal widget

We recommend adding Kbot as a widget inside the Snow portal. To do so:

1. Create an application inside Kbot for your new view. Call it ServiceNow (for example) and enable only Snow OAuth2 there.

2. Create a widget inside Kbot and configure the display parameters to fit your needs.

3. Copy the widget code inside the portal.

Users are prompted for the authentication once; then their authentication token is refreshed automatically.

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The Virtual agent for IT Service Desk application allows you to connect to Konverso Kbot for Snow virtual agent. This page describes how to purchase, install, and configure the virtual agent in your environment.

Virtual agent and ServiceNow application

Konverso Kbot for Snow virtual agent makes it easier for users to work in a ServiceNow environment. To enable this assistant, you install and configure Virtual agent for IT Service Desk, a ServiceNow application.

Eventually, users are able to search for information, log issues and quickly manage requests without having to switch between windows. Also, they do not need to switch between windows, as the ServiceNow functionalities become available in the chat.

• Konverso Kbot for Snow virtual agent offers the functionalities of the IT Service Desk.

• Virtual agent for IT Service Desk connects the virtual assistant and improves the ServiceNow customer experience.

First steps

To get started with your Virtual agent for IT Service Desk:

1. Purchase Virtual Agent for IT Service Desk from the ServiceNow store.

2. Install your new product in ServiceNow to make it available on your instance. To learn how to do it, please, study the ServiceNow instructions.

3. Configure your Virtual agent for IT Service Desk.

To help you with the configuration process, we have prepared the Guided setup (which is the part of ServiceNow), and the Wiki (help pages on the additional configuration).

Connection details

To connect your bot to ServiceNow, you will need to provide the following connection details:

• the URL of a ServiceNow environment;

• A service account with a password. This account must have the permissions of the ITIL level. You can set this account to have only API access if you want.

• The suffix of the ServiceNow portal (for example, http://abc.service-now.com/sp)

• For the ServiceNow OAuth2 authentication protocol:

  • the client ID

  • the client secret

ServiceNow applications prerequisites

You need to ensure that the following ServiceNow applications are installed in your environment:

• Glide Virtual Agent Lite

• Conversational Custom Chat Integration

• Agent Chat

Guided setup

We tried to explain the initial setup procedure in details in the Guided Setup for Konverso Kbot. Please, open this installation wizard in your ServiceNow environment and follow the steps. It describes the following:

• Granting permissions;

• Connecting to the Konverso Kbot for Snow virtual agent;

• Configuring the OAuth 2.0 authorization;

• Adding the widget to your portal: either globally, or for a specific page; 

• Customizing the widget, so it fits your organization's style.

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Additional configuration

Once you have finished the Guided Setup tour, you can set up the portal link, enable live chat functionalities, fine-tune the knowledge base search, configure the ITSM solution, and much more.

To learn more about these steps, explore the following pages:

• Setting up the portal link

• Configuring OAuth 2.0

• Service account

• Setting up Live chat

• Setting up knowledge base search

• Setting up ITSM

• Setting up the widget

• Integration with Microsoft Teams

Debug

When interacting with ServiceNow, the Virtual agent for IT Service Desk application logs key events. It can also add this information into the syslog table. To enable these debug messages, you must set up the debug accordingly. To do so, go to Virtual agent for IT Service Desk > Debug and select the Yes checkbox.

The source of the Virtual agent for IT Service Desk application messages is x_konver_kbot_test.

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