The ServiceNow and Kbot Live Chat integration allows users interacting with Konverso Kbot for Snow virtual agent to log issues or make requests in the ServiceNow ITSM system. This page describes how to set up the ITSM configuration.

1 Prerequisites
2 Konverso Kbot for Snow virtual agent setup
- 2.1 General configuration
- 2.2 Incidents
- 2.3 Requests
3 Testing
- 3.1 Healthcheck
- 3.2 Creating an incident/request
  - 3.2.1 Incident
  - 3.2.2 Request catalog
- 3.3 Managing issues and requests
4 Troubleshooting

Prerequisites

You can optionally create a service account for Konverso Kbot for Snow virtual agent with access to sys_choice table. This would allow the agent to retrieve display names of the statuses and categories of issues or requests. Make sure you grant proper permissions for such API requests.
To manage issues and requests you must set up the snow_portal_url_suffix parameter. To learn more about it, see the Setting up the portal link page.

Konverso Kbot for Snow virtual agent setup

General configuration

To process incidents and demands, make sure the ticket_url variable in your Konverso Kbot for Snow virtual agent configuration is set. This variable’s value must be assigned to the ServiceNow instance URL, starting with https://:

ticket_url = https://my-company.service-now.com

ServiceNow service account

If your ServiceNow environment does not allow users to log in using OAuth2.0, you can leverage the service account functionalities. For example, creating a service account helps to make Kbot available in Microsoft Teams.

To learn more about it, see the Service account page.

Incidents

To process incidents, make sure that the Incident intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration.

View the list of additional settings for access options of logging issues. You can add these settings in DevOps > Deployment > ServiceNow Configuration if you need to redefine default values.

Parameter	Description	Sample

Parameter	Description	Sample
`snow_sys_class_name_to_ticket_id`	Contains the mapping of `sys` classes to the related issue ID prefixes. It is a comma separated list of `<sys_class_name>:<ticket id prefix>`. This is used to get `sys` class by an issue ID prefix.	`snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ`
`snow_incident_sys_class_names`	Specify `sys_class_names` of your incident tables to manage incidents. When you create an incident, the first table from the list is used; when you manage your incidents (ask to display the complete list of incidents), all the incidents from all the tables are displayed.	`snow_incident_sys_class_names = incident`
`snow_incident_filter`	Specify `sysparm_query` filters you want to use for getting incidents from each incident `sys_class_name` in the format: `snow_<incident sys_class_name>_filter`.	`snow_incident_filter = active=true^caller_id={user_sys_id}^state=1^ORstate=2^ORstate=3`

Requests

To process requests, make sure that the Search ServiceNow catalog intent is enabled and available in your Konverso Kbot for Snow virtual agent configuration.

View the list of additional settings for access options of a service catalog. You can add these settings in DevOps > Deployment > ServiceNow Configuration.

Parameter	Description	Sample

Parameter	Description	Sample
`snow_catalog_sys_ids`	A comma separated list of `sys_ids`. You can define the list of catalogs that you want to use.	`snow_catalog_sys_ids = bdf16c2edb*****386f3731d9619f5, d5f4be1*****40cfdefda41d9619b9`
`snow_sys_class_name_to_ticket_id`	Contains the mapping of `sys` classes to the related issue ID prefixes. It is a comma separated list of `<sys_class_name>:<ticket id prefix>`. This is used to get `sys` class by an issue ID prefix.	`snow_sys_class_name_to_ticket_id = incident:INC, sc_request:REQ`
`snow_request_sys_class_names`	Specify `sys_class_names` of your request tables to manage requests. When you create a request, the first table from the list is used; when you manage your requests (ask to display the complete list of requests), all the requests from all the tables are displayed.	`snow_request_sys_class_names = sc_request, change_request`
`snow_sc_request_filter`	Specify `sysparm_query` filters using the Snow Glide format you want to use for getting requests from each request `sys_class_name` in the format: `snow_<request sys_class_name>_filter`. In addition to the standard syntax supported in Snow, you may use the special keyword `{user_sys_id}` that would be replaced by the invoker user `sys_id`.	`snow_sc_request_filter = active=true^requested_for={user_sys_id}`

Testing

Healthcheck

Once the ITSM is configured, you can use the Test button to see whether the portal is available and the service account that you are using is valid.

Creating an incident/request

You can test incidents or requests in the chat. Note that you must have a ServiceNow user with access to the portal.

Incident

In the chat, click the Quick Ticket Management button, then select Submit an incident.

Request catalog

To test the catalog search functionality, run the following command in the chat: #do Search ServiceNow catalog:: <requested item>.

Typically, the found item is returned and displayed in the chat. You can view the item or click it to open it in ServiceNow and create a request for it.

Managing issues and requests

In the chat, click the Quick Ticket Management button, then select List my tickets. The bot displays the complete list of incidents and requests with the current status.

All user’s records from the tables that are defined in snow_request_sys_class_names and snow_incident_sys_class_names will be queried. The filters that are defined in the related variables are used. See the table of variables above.

Troubleshooting

If the ITSM configuration is invalid, the Healthcheck displays an error. In this case, follow the recommendations given in the error message.
If the dialog in the chat seems strange and you do not get expected replies, you can turn on the debugging. To do so, run the following command: #debug on and repeat the scenario to see the details. When you have finished the debugging, you can turn off the debugging functionality by typing #debug off.

Kbot for Snow Customer Center

Setting up ITSM

Analytics