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This page describes how to create a widget for your ServiceNow environment and how to keep the previously configured settings in case you are migrating from older widget versions.

Key points

To add a widget on your ServiceNow portal:

  1. In Kbot, create and configure a widget.

  2. In ServiceNow, enable the widget by setting the host and the widget ID.

Creating a widget

To configure your widget, go to Configuration > Widget on your Kbot host and set the parameters.

In case you are migrating from old version of widget to the new one, you might want to keep the parameters you have defined earlier. To do so, you need to export the properties from the sys_properties table. Please, read more about it in the section below.

General settings

  • Name: enter the name of your widget.

  • Description: enter the description.

  • Type: select a widget type. For your ServiceNow widget, select Chat.

  • Application: select Snow Portal (/snow) for your ServiceNow widget.

Widget appearance and behavior

  • The width and height of the chat window, its colors and position. We recommend at least 600x800 for the ServiceNow widgets.

  • Text of buttons.

  • Behavior: make the conversation refresh on close, or make the chat modal.

    • Refresh on close: when selected, the widget has the Minimize and Close buttons in the upper right. When you click the Close button, the current conversation is finished.

Button appearance

  • Text of the button and its tooltip.

  • Button colors for default and hover states.

  • Button position.

  • The tooltip hide timeout.

  • The button icon display: set whether icon and text or only text shall be displayed.

  • Hide the button: select this checkbox if you are going to use a custom button.

  • Widget icon file.

Copying ID

Click Save and copy the widget ID — you will need to enter it in ServiceNow later. The ID is available in the browser address bar (the last value after /), or in the Code for embedding area on the right side of the window.

Enabling the widget in ServiceNow

In ServiceNow, go to Virtual Agent for IT Service Desk > Properties and enter the host for your Kbot application and the widget ID.

Migrating from old widget

In older widget versions, you had to set the widget configuration in your ServiceNow environment:

In case you are migrating from an old version of widget to the new one, you might want to keep the parameters you have defined earlier. To do so, export the properties from the sys_properties table: 

Application = "Virtual Agent for IT Service Desk"

Setting

Parameter

Widget width

x_konve_kbot_test.kbot.widget.width

Widget height

x_konve_kbot_test.kbot.widget.height

Title background color

x_konve_kbot_test.kbot.widget.color_title_bg

Title text color

x_konve_kbot_test.kbot.widget.color_title_text

Text of the “resize” button

x_konve_kbot_test.kbot.widget.label_resize

Text of the “close” button

x_konve_kbot_test.kbot.widget.label_close

Text of the “minimize” button

x_konve_kbot_test.kbot.widget.label_minimize

Refresh conversation on close

x_konve_kbot_test.kbot.widget.refresh_on_close

Text of the widget button

x_konve_kbot_test.kbot.widget.label_button

Button tooltip

x_konve_kbot_test.kbot.widget.label_tooltip

Button background color

x_konve_kbot_test.kbot.widget.color_button_bg

Button text color

x_konve_kbot_test.kbot.widget.color_button_text

Button position

x_konve_kbot_test.kbot.widget.button_position

Hide button

x_konve_kbot_test.kbot.widget.buttonInvisible

Widget icon file

x_konve_kbot_test.kbot.widget.iconUrl

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