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It is possible to run the installation of the Konverso “Virtual Agent for IT Help Desk” application through an update set. This may sometime be required in one of the following situation:

  • The Store ordering process is too slow or failing

  • You need a newer version that is not yet on the store

  • Konverso proposes you to install a specific version

The page describes the process.

Pre-requisites

If you are planning to use the Live Agent feature of our app, then you must have the Agent Chat plugin installed.

It is not required to have the ITSM Pro license. The regular ServiceNow ITSM license is sufficient.

Package retrieval

Konverso will send you a ZIP file containing 4 files:

The update set containing the app:

  • 1_cleaned_sys_remote_update_set_4f30cdfc1b728610ab984225bd4bcb81

A few extra Service Now objects which must be loaded separately from the application

  • 2_token_verification_34c2cbbbdbebe050f8e867e813961938

  • 3_message_auth_515a57901b1335100eb95356624bcb0f

  • 4_message_auth_f98347bbdbebe050f8e867e8139619c7

Installing the Application

Update set loading an preview

Navigate to the Retrieved Update Set view

Load the attachment: 1_cleaned_sys_remote_update_set_4f30cdfc1b728610ab984225bd4bcb81

Invoke the Preview Update Set

You will get two warnings regarding missing “Message Auth”.

Message Auth loading

 Using any table view, right click on the column header to access the “Import XML”

Load the following three objects

  • 2_token_verification_34c2cbbbdbebe050f8e867e813961938

  • 3_message_auth_515a57901b1335100eb95356624bcb0f

  • 4_message_auth_f98347bbdbebe050f8e867e8139619c7

 Commit the app

Returns to the Retrieved Update Set view.

Open the Virtual Agent for IT Service Desk

Run the “Preview” again, there will be no errors or warning.

Run the “Commit”, there will be not errors or warning

ServiceNow bug workaround and validation

Workaround

(question) As described in ServiceNow case https://support.servicenow.com/now?id=form&sys_id=66d55a08937ec210080af35d6cba100d&table=sn_customerservice_case&view=ess_sp the app may not properly appear until you re-log to ServiceNow

  1. Logout of your ServiceNow instance.

  2. Log back in

Validation

Verify the app appears properly in Studio:

  1. Open the “Studio”,  then select the application “Virtual Agent for IT Help Desk”

  2. Verify that you can see the objects

Verify your menus are properly displayed

  1. In the menu search for “Virtual Agent for IT Help Desk”

  2. You should see the menu with the various items.

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