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The ServiceNow and Kbot Live Chat integration allows users interacting with Konverso Kbot for Snow virtual agent to log issues or make requests in the ServiceNow ITSM system. This page describes how to set up the ITSM configuration.

Table of Contents

Prerequisites

  • You

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  • can optionally create a service account for Konverso Kbot for Snow virtual agent with access to sys_choice table. This would allow

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  • the agent to retrieve display names of

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  • 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

General configuration

To process incidents and demands, make sure your Kbot configuration includes the following:

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ticket_url

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variable in your Konverso Kbot for Snow virtual agent configuration is set. This variable’s value must be assigned to the ServiceNow instance URL, starting with https://

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:

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

  • The ticket_user and ticket_password variables store the username and the corresponding password of your ServiceNow service account. If you wish to use such service account, open the Kbot back office and go to Configuration > General > ITSM.

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ServiceNow service account
If your ServiceNow environment does not allow users to log in using OAuth2.0, you can leverage the service account functionalities. For example, creating a service account helps to make Kbot available in Microsoft Teams. 
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 Info
To learn more about it, see the 
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Service account page.
Incidents
To process incidents, make sure that the Incident intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration.
View the list of additional settings for access options of logging issues. You can add these settings into the kbot.conf file in DevOps > Deployment > ServiceNow Configuration if you need to redefine default values.
Parameter
Description
Sample
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
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
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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To process requests, make sure that the Search ServiceNow catalog intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration. 
View the list of additional settings for access options of a service catalog. You can add these settings into the kbot.conf file.in DevOps > Deployment > ServiceNow Configuration.
Parameter
Description
Sample
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
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
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
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. 
 Tip
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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