ServiceNow Integration ConfigurationServiceNow integration allows you to use the Bright Pattern Agent Desktop application within your ServiceNow instance, providing direct access to the phone, live chat, SMS, and other configured messaging capabilities. Through integration, the Agent Desktop application is embedded in ServiceNow as an OpenFrame widget, and there is the option to pop out Agent Desktop in a separate browser tab for full use of activities, cases, interaction details, and more.ServiceNow integration configuration involves linking your ServiceNow instance to Bright Pattern Contact Center in a ServiceNow integration account.In this article, you will learn how to:* Activate plugins for phone use on ServiceNow* Set up OpenFrame* Configure system properties, widget properties, page properties, and OpenFrame properties to enable activity history to be saved for interactions handled by the widget* Add CORS rules* Authorize access to ServiceNow* Create a ServiceNow integration account* Adjust the display size of Agent Desktop in ServiceNow* Use Bright Pattern Contact Center version 5.5.5 or later.* Have a ServiceNow instance (Orlando or later).* Have administrator privileges for Bright Pattern Contact Center.* Download the archive file for this setup at [[Media:Bp_servicenow_integration_2.0.4.zip]].For this configuration, we used ServiceNow Paris and Bright Pattern Contact Center version 5.5.5. If you are using an older build of ServiceNow (before Paris), you may want to consult the integration configuration steps for Bright Pattern Contact Center[[5.2:Service-now-integration-guide/ServiceNowIntegrationConfiguration | 5.2]].Visit ServiceNow documentation, section [https://docs.servicenow.com/bundle/istanbul-customer-service-management/page/product/customer-service-management/task/t_PhoneInstallationAndConfiguration.html Phone installation and configuration], and follow the given procedure, from step 5 to step 7, to activate plugins that establish the phone communication channel between internal and external users and customers.These steps include the following:In this step you will be creating a new OpenFrame configuration with your new page.The OpenFrame user role called '''sn_openframe_user''' is added with activation of OpenFrame. All user accounts need to have the '''sn_openframe_user''' role assigned to them in order to use the embedded Agent Desktop. You can assign it to individual users, or to the group of which the users are members.'''To assign the role to an individual user:'''# Repeat for all desired users.[[File:Servicenow-Edit-Role-54.PNG|800px|center|Add role to user's role list]]'''To assign the role to a group:'''CORS Rules allow Bright Pattern integration accounts to communicate with ServiceNow.In order to create a new ServiceNow integration account, you must first configure a new OAuth 2.0 endpoint for ServiceNow. Doing so will provide you with the Client ID and Client Secret, which you will need to authorize access to ServiceNow applications. You will specify the Client ID and Client Secret in your ServiceNow integration account properties in Step 7 of this procedure.# Now when you open the application registry you just created, you can view and copy the Client Secret.Using the ''My Instance'' credentials that you saved when you first requested a ServiceNow developer instance, as well as the credentials from OAuth setup, enter values for the following screen properties. (If you do not know your credentials, ask your system administrator.) Be sure to click '''Apply''' to save your changes.[[File:ServiceNow-Integration-Properties-53.PNG|550px|thumbnail|center|ServiceNow integration account properties]]* '''Type''' - The type of integration account (i.e., in this case, ServiceNow, which is filled in because you added the account of this type).* '''Name''' - A unique name (any) for your integration account.* '''Default account''' - Select this checkbox if this ServiceNow integration account will be used as default.* '''URL''' - The unique URL of your instance (e.g., "https://dev73456.service-now.com")* '''Client ID''' - The ''Client ID'' (string) is the automatically generated unique ID of the application (e.g., "08942j33191d72005a08cb62d2583d6e"). The instance uses the client ID when requesting an access token. Note that the client ID is obtained when configuring the OAuth Endpoint earlier in this procedure.* '''Client Secret''' - The ''Client Secret'' is the shared secret string that both the instance and the application use to authorize communications with one another. The instance uses the client secret when requesting an access token. Note that the client secret is obtained when configuring the OAuth Endpoint earlier in this procedure.* '''Request Refresh Token''' - This button will request a refresh token. In the dialog that opens, enter the username and password of your ServiceNow instance.* '''Test connection''' - This button tests the validity of the connection. If the connection is OK, the “Connection is valid” message appears.Click '''Apply''' to save your changes.You can change the width and height of the Agent Desktop widget by adjusting ServiceNow’s OpenFrame configuration properties. Access such configuration settings by searching ServiceNow for “openframe” or by going to ServiceNow’s ''System Properties > OpenFrame''.The default display size in OpenFrame properties is 373 (W) x 300 (H). In the example shown, we have resized the frame to be 300 (W) x 750 (H).[[File:ServiceNow-AD-Test5-53.PNG|800px|thumbnail|center|The widget's width and height are edited in OpenFrame properties]]The Agent Desktop widget can be dragged and dropped onto any other part of the webpage.# Click the '''Login''' button. Note that if this is your first login into Agent Desktop on the given computer, you will be prompted to install the [[agent-guide/InstallingandUpdatingAgentDesktopHelperApplication|Agent Desktop Helper Application]].The Bright Pattern Contact Center Agent Desktop widget will now show a standard set of tabs and controls available to a contact center agent.[[File:ServiceNow-AD-Test2-53.PNG|800px|thumbnail|center|Tab through to access the dial pad, directory, and more to view previous calls, make calls, and initiate chats]]For more information about the Agent Desktop tabs and controls, see the [[agent-guide/Purpose|Agent Guide]]. Note that the appearance and location of these controls has been modified to match the overall look and feel of the ServiceNow application.You are now able to accept inbound calls and chats, initiate outbound calls and chats, send messages to other contact center users, and more. The integrated Agent Desktop widget will save activity history for all interactions handled via the widget in your ServiceNow environment.[[File:ServiceNow-Incoming-Call-53.PNG|800px|thumbnail|center|Incoming call on ServiceNow]]
For more information about the Agent Desktop tabs and controls, see the Agent Guide. Note that the appearance and location of these controls has been modified to match the overall look and feel of the ServiceNow application.
You are now able to accept inbound calls and chats, initiate outbound calls and chats, send messages to other contact center users, and more. The integrated Agent Desktop widget will save activity history for all interactions handled via the widget in your ServiceNow environment.
