ServiceNow configuration parameters

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.

• Set the field of the sys_user table for searching users. Typically, the value is user_name or email.

• Set the field of the ticket JSON for obtaining a list of watchers.

• Define whether a service account must be used for making requests. This is often used when OAuth 2.0 is not used.

• If you are using OAuth 2.0, we recommend configuring a service account:

• If the Impersonate set is installed, assign the true value. We recommend to do so when snow_use_service_account is set to true.

• Define the ServiceNow plugin that you are using: false for Agent Connect, true for Virtual Agent.

• The default Provider Application is already present in Kbot app on ServiceNow, and you do not need to configure it inside Kbot. However, if you are planning to set up another provider app, you must configure a variable. It is required when a customer wants to use different AWA queue for different Kbot instances. Also it is required to create a ServiceNow application provider and all the related objects.

• Set the list of values related to the live agent options in the Virtual Agent plugin.

• Set sys_id of chat_queue that is going to be used in the Operator talk intent when transferring a user to a live chat in ServiceNow.

• Set the path to the ServiceNow base API that transfers a user to an operator.

• Associate your virtual agent with a particular portal, so this information can be used in workflow-related functions, such as domain.ServiceNow.sp_portal.

• Set a ServiceNow knowledge base that must be used (this is not required if snow_portal_sys_id is already set).

• Set a field for the language in the knowledge base objects. This setting is required if you are not using the standard field.

• 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_id is already set.

• Specify catalogs to be used. To do so, set the comma-separated list of 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>. The * symbol stands for a default value.

• Set the mapping of sys classes 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>.

• Set sys_class_names of your incident tables to manage incidents.

• Set the sysparm_query filters for getting incidents from each incident sys_class_name. The format is snow_<incident sys_class_name>_filter.

• Set sys_class_names of your request tables to manage requests.

• Set the sysparm_query filters for getting requests from each request sys_class_name. The format is snow_<request sys_class_name>_filter.

• Define whether the object localization should be obtained. As a rule, it requires permissions on the sys_translated table.

• Set the optional list of tables to test in the ServiceNow_Account_Access report.