The configuration file kbot.conf contains parameters that define your virtual agent’s performance and features. This page describes them and their usage.
Set the ServiceNow field for comments added by the virtual agent.
ticket_snow_comment_field = comments
Set the field of the
sys_usertable for searching users. Typically, the value isuser_nameoremail.
snow_user_attribute = email
Set the field of the ticket JSON for obtaining a list of watchers.
snow_watch_list_attribute = watch_list
Define whether a service account must be used for making requests. This is often used when OAuth 2.0 is not used.
snow_use_service_account = false
If the Impersonate set is installed, assign the true value. We recommend to do so when
snow_use_service_accountis set totrue.
snow_use_impersonate_app = false
Define the ServiceNow plugin that you are using:
falsefor Agent Connect,truefor Virtual Agent.
snow_use_virtual_agent = false
Set the list of values related to the live agent options in the Virtual Agent plugin.
snow_live_agent_options = ce2ee85053130010cf8cddeeff7b12bf,Live Agent Support
Set
sys_idofchat_queuethat is going to be used in the Operator talk intent when transferring a user to a live chat in ServiceNow.
snow_chat_queue = <queue sys_id>
Set the path to the ServiceNow base API that transfers a user to an operator.
snow_operator_base_api_url = /api/konve/konversooperator
If you are using OAuth 2.0, we recommend configuring a service account:
ticket_user = ticket_password =
Associate your virtual agent with a particular portal, so this information can be used in workflow-related functions, such as
domain.ServiceNow.sp_portal.
snow_portal_sys_id =
Set a ServiceNow knowledge base that must be used (this is not required if
snow_portal_sys_idis already set).
snow_kb_sys_id =
Set a field for the language in the knowledge base objects. This setting is required if you are not using the standard field.
snow_kb_language_param = language
Set the portal URL suffix (it is the abc part in https://mycompany.service-now.com/abc). This is not required if
snow_portal_sys_idis already set.
snow_portal_url_suffix =
Specify catalogs to be used. To do so, set the comma-separated list of
sys_ids.
snow_catalog_sys_ids =
Set the mapping of sys classes to the related portal page. It allows you to build catalog item URLs or have the URLs that point to the portal. The mapping is a comma-separated list of
<sys_class_name>:<portal page name>.
snow_sys_class_name_to_page = kb_knowledge:kb_article, sc_request:sc_cat_item, sc_req_item:ticket, incident:ticket, *:sc_cat_item
Set the mapping of
sysclasses to the related ticket ID prefixes. It allows you to get sys classes with the help of ticket ID prefixes. The mapping is a comma-separated list of<sys_class_name>:<ticket id prefix>.
snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ
Set
sys_class_namesof your incident tables to manage incidents.
snow_incident_sys_class_names = incident
Set the
sysparm_queryfilters for getting incidents from each incidentsys_class_name. The format issnow_<incident sys_class_name>_filter.
snow_incident_filter = active=true^caller_id={user_sys_id}^state=1^ORstate=2^ORstate=3
Set
sys_class_namesof your request tables to manage requests.
snow_request_sys_class_names = sc_request
Set the
sysparm_queryfilters for getting requests from each requestsys_class_name. The format issnow_<request sys_class_name>_filter.
snow_sc_request_filter = active=true^requested_for={user_sys_id}
Define whether the object localization should be obtained. As a rule, it requires permissions on the
sys_translatedtable.
snow_use_localization = true
Set the optional list of tables to test in the ServiceNow_Account_Access report.
snow_test_custom_tables =