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Ekaterina Menetil

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Code Block
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 with a service account, specify the username and the corresponding password of your ServiceNow service account 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. 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.

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 in Development DevOps > Deployment > ServiceNow Configuration Business Unit if you need to redefine default values.

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View the list of additional settings for access options of a service catalog. You can add these settings in Development DevOps > Deployment > ServiceNow Configuration Business Unit.

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 issue ID prefixes. It is a comma separated list of <sys_class_name>:<ticket id prefix>. This is used to get sys class by 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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