Kbot is designed to leverage your Snow environment configuration. We do not aim at duplicating information that is defined in Snow.
To get the best experience, we recommend you set up the following:
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Snow Authentication
Leverage the Snow OAuth2 authentication: this will guarantee that users are authenticated using the same principles as Snow.
To allow Kbot to propose Snow authentication to users, you need to register it:
Create a Provided inside Snow
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Configure the provider in Snow,
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add the URL of the bot as a callback, typically something like.
https://yourcompany.konverso.ai
Collect the following information:
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client id
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client secret
Portal Link
The bot will propose Portal links to the users. The bot needs to know which portal you are using.
Retrieve the sys_id of your portal from the Portal view, and set it in the following configuration:
snow_portal_sys_id = f1226637dbed8b0014c99ee3db9619f1
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The bot will use the Knowledge base configured in the portal by default, but you could force it to use a different KB with a setting such as:
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Class to Page Mapping
The portal may define special ‘page’ for displaying particular types of ServiceNow objects.
The mapping is defined in the configuration variable snow_sys_class_name_to_page
in the format <sys_class_name>:<page_name>[,<sys_class_name>:<page_name>]*
For example
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
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Note how you can use a wildcard * to define the fallback page. |
Service account Setup
In general, everything will be done using the user token. However, there may be situations where the bot may need to invoke a request on an object that is not accessible to the user. A example of such situation could be the access to the Operator Queue for the Live Chat.
ticket_user = myuser@mycompany.comticket_password = KDSJFK287332sjd
Live Chat
To enable the live chat, you need to define which Queue you plan on using. This can be done with a setup such as:
snow_chat_queue = d34cc972db798bc014c99ee3db961980
Then you need to define a few triggers. The code for these will be sent to you. Please post a request to contact@konverso.ai
Portal Widget
We recommend adding Kbot as a widget inside the Snow portal. This can be done easily.
Create an Application inside Kbot for your new view, call it for example ServiceNow and only enable Snow OAuth2 there
Create a Widget inside Kbot, setup the display parameters to fit your needs
Copy the Widget code inside the Portal
Users will be prompted once for authentication, then their authentication token will automatically refresh.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.
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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:
Purchase Virtual Agent for IT Service Desk from the ServiceNow store.
Install your new product in ServiceNow to make it available on your instance. To learn how to do it, please, study the ServiceNow instructions.
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
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For the Live Agent Transfer, it will be required for you to have AWA setup and at least one queue available for testing. |
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:
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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