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

Prerequisites

Create a service account for Kbot. This account must have access to sys_choice table to get displayed names of ticket statuses and categories. Make sure you grant proper permissions for such API requests.

Kbot setup

General configuration

To process incidents and demands, make sure your Kbot configuration includes the following:

The ticket_url configuration variable is set to the ServiceNow instance URL, starting with https://. For example:

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

The ticket_user and ticket_password variables store the username and the corresponding password of your ServiceNow service account. To configure these variables, open the Kbot back office and go to Configuration > General > ITSM.

In this view, you can also provide other ITSM parameters. To learn more about it, see the built-in documentation.

Incidents

To process incidents, make sure your Kbot configuration includes the following:

The Incident intent is enabled and available.

The list of additional settings for access options of logging issues. You can add these settings into the kbot.conf file if you need to redefine default values.

Parameter	Description	Sample
`snow_sys_class_name_to_ticket_id`	Contains the mapping of `sys` classes to the related ticket ID prefixes. It is a comma separated list of `<sys_class_name>:<ticket id prefix>`. This is used to get `sys` class by ticket 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.	`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 your Kbot configuration includes the following:

The Search ServiceNow catalog intent is enabled and available.

The list of additional settings for access options of a service catalog. You can add these settings into the kbot.conf file.

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_page`	Contains the mapping of `sys` classes to the related portal page. It is a comma separated list of `<sys_class_name>:<portal page name>`. This is used for building the catalog item URLS (or have the URLs point to the Portal)	`snow_sys_class_name_to_page = hardware_cat_item:device, kb_knowledge:kb_article, sc_cat_item_guide:sc_cat_item_guide`
`snow_sys_class_name_to_ticket_id`	Contains the mapping of `sys` classes to the related ticket ID prefixes. It is a comma separated list of `<sys_class_name>:<ticket id prefix>`. This is used to get `sys` class by ticket 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.	`snow_request_sys_class_names = sc_request, change_request`
`snow_sc_request_filter`	Specify `sysparm_query` filters you want to use for getting requests from each request `sys_class_name` in the format: `snow_<request sys_class_name>_filter`.	`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 whether the service account that you are using is valid.

Creating an incident/request

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

Incident

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

Request

To create a request, run the following command in the chat: #do Search ServiceNow catalog:: <requested item>.

Managing tickets

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

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.

Setting up ITSM