Kbot is designed to leverage all your Sno 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:

Snow Authentication

Leverage Snow OAuth2 authentication, this will guarantee that users are authenticated using the same principles as Snow

To allow Kbot to propose Snow authentication to its user, you need to register it.

1. Create a Provided inside Snow

   1. 

2. Configure the provider in Snow,

   1. add the URL of the bot as a callback, typically something like.

      1. https://yourcompany.konverso.ai

   2. Collect the following information:

      1. client id

      2. 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

Note that the bot will use Knowledge base configured in the portal by default, but you could force it to use a different KB with a setting such as:

snow_kb_sys_id = 15c9c81cdbe9cf00e386f3731d96195d

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

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.com
ticket_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