Service Now Integration Configuration for Manual Installation
Manual installation can be necessary for customers not using a production instance from ServiceNow and those that do not have access to the app store. Follow the instructions below to integrate a ServiceNow instance.
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The following files are necessary for installation: | |
Activate Plugins
Certain plugins are required for integrating ServiceNow with the Bright Pattern system. To activate these plugins, go to System Definition/Plugins and search for the following plugins:
- CTI Softphone (com.snc.cti)
- Customer Service (com.sn_customerservice)
- Openframe (com.sn_openframe)
Edit System Properties
Whitelist Origin
1. Navigate to the System Properties List (https://yourinstance/now/nav/ui/classic/params/target/sys_properties_list.do) and open the setting for glide.ui.concourse.onmessage_enforce_same_origin_whitelist. If it does not exist, create it by selecting new and create the system property.
2. Edit the value field to contain the URL of your Bright Pattern tenant, in the format https://tenant-id.brightpattern.com
3. Submit the entry.
Openframe
1. Navigate to openframe/configurations.
2. Select new to create a new configuration.
3. Apply the following settings to the configuration:
- Name: Bright Pattern Openframe Configuration
- Active: true
- Width: 504
- Height: 766
- URL: https://tenant-id.brightpattern.com/csm?id=bpattern_adapter_page
- Configuration:
{
"bpatternAdapterUrl": "https://tenant-id.brightpattern.com/agent/communicator/adapters/servicenow.html",
"disableSaveActivity": false,
"openRecordsInNewTab": false,
"allowEmptyRecordsList": true
}
4. Submit the entry.
5. Assign the sn_openframe_user role to ServiceNow users and groups using the communication widget.
CORS Rules
1. Navigate to system web service /REST/CORS Rules.
2. Select New.
3. For name, enter Bright Pattern CORS Rule.
4. For domain, enter the tenant URL.
5. Select POST.
6. Set HTTP header to: Access-Control-Allow-Origin.
Configure Widget
1. Select New.
2. For name, enter Bright Pattern Communication Widget.
3. For body HTML template, enter the contents of the widget/body.html file.
4. For CSS, enter the contents of the widget/css.css file.
5. For server script, enter the contents of the widget/server.js file.
6. For client controller, enter the contents of the widget/client.js file.
7. Select update.
1. Select New.
2. For id, enter bpattern_adapter_page.
3. For Page specific CSS, enter the contents of page/css.css.
4. Select Update.
5. Reopen the bpattern_adapter_page.
6. Open in designer.
7. Drag over a container block.
8. Drag over a 12 block.
9. Drag over the bpattern_adapter_page widget.
10. Close the editor.
Configure Scripts
1. Select New.
2. Add the following scripts with the following information:
contact_onLoad.js
- Name: contact_onLoad
- Table: sys_user
- Type: on load
- Script: from file
contact_onSubmit.js
- Name: contact_onSubmit
- Table: sys_user
- Type: on submit
- Script: from file
task_onLoad.js
- Name: task_onLoad
- Table: task
- Type: on load
- Script: from file
task_onSubmit.js
- Name: task_onSubmit
- Table: task
- Type: on submit
- Script: from file
1. Select New.
2. For name, enter bpattern_utils.
3. Active = true.
4. Accessible from: all scopes.
5. Client callable: true.
6. Script: enter file contents from scriptIncludes/bpattern_utils.js.
7. Select Submit.
Configure OAuth 2.0
1. Navigate to System OAuth/application registry.
2. Select New.
3. Create an endpoint for external clients.
4. For name, enter the Bright Pattern [tenant name] endpoint.
5. Active = true.
6. Select submit.
7. Reopen the endpoint.
8. Copy client ID and client secret when needed for the Bright Pattern integration.