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

• The Store ordering process is too slow or failing;

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

• Konverso suggests you install a specific version.

The page describes the installation process.

Pre-requisites

If you plan to use our app's Live Agent feature, 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 ServiceNow 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 and preview

1. Navigate to the Retrieved Update Sets view

Open

2. Load the attachment: 1_cleaned_sys_remote_update_set_4f30cdfc1b728610ab984225bd4bcb81

3. Invoke the Preview Update Set.

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

Message Auth loading

Using any table view, right-click 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

1. Return to the Retrieved Update Set view.

2. Open the Virtual Agent for IT Service Desk.

3. Run the “Preview Update Set” again, there will be no errors or warnings.

4. Run the “Commit”, there will be no errors or warning

Video Tutorial

Below is a video tutorial on how to do this installation:

ServiceNow bug workaround and validation

Workaround

1. Log out 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.