5.19:Service-now-integration-guide/ServiceNowIntegrationConfiguration

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• 5.19 • 5.2 • 5.3 • 5.8

<translate>= ServiceNow Integration Configuration= ServiceNow 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 via OpenFrame, 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 developer 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
• Add CORS rules
• Authorize access to ServiceNow
• Create a ServiceNow integration account
• Adjust the display size of Agent Desktop in ServiceNow

Procedure

For this configuration, we used ServiceNow Madrid and Bright Pattern Contact Center 5.3. If you are using an older build of ServiceNow (before Madrid), you may want to consult the integration configuration steps for Bright Pattern Contact Center 5.2.

Step 1: Activate plugins for phone communication on servicenow.com

Visit ServiceNow documentation, section Phone installation and configuration, and follow the given procedure to activate plugins that establish the phone communication channel between internal and external users and customers.

These steps include:

1. Install and activate the Notify plugin (com.snc.notify).
   
   
   

   Install and activate Notify plugin
   
   
   
2. Notify requires the plugin E164 Compliant Phone Number (com.snc.notify.twilio_direct), which provides E-164 compliant phone number support. Install and activate that, too. If you already have it installed, you may want to repair it to make sure it is activated.
   
   
   

   Go to System Definition > Plugins and find E-164 plugin
   
   
   
3. In Twilio, set up a Twilio Programmable Voice account and get a phone number (you can do this with the trial account). Save your account ID and auth token because you will need them in the next step.
   
   
   

   In Twilio, get a Programmable Voice number
   
   
   
4. Configure Notify with the Twilio service by going to Twilio Direct Driver > Twilio Direct Configuration and entering your Twilio Account SID and Auth token. Click Connect.
   
   
   

   Enter the account SID and auth token you saved when getting a Twilio number
   
   
   
5. Activate CTI Softphone plugin, which enables Twilio integration using Notify and OpenFrame to provide softphone functions and call center capabilities like making, receiving, and transferring phone calls.
   
   
   

   Activate CTI Softphone
   
   
   
6. Activate the Customer Service Management Demo Data plugin (com.sn_customerservice), which enables additional security.
   
   
7. Activate the OpenFrame plugin, which integrates external communication systems like Bright Pattern Agent Desktop with ServiceNow.
   
   
   

   Activate Openframe plugin
   
   
   

Step 2: Replace the OpenFrame configuration URL

1. Go to System Properties > OpenFrame and click the CTI plugin shown to edit OpenFrame properties.
   
   
   

   OpenFrame configuration properties
   
   
   
2. Click the lock icon to change the URL to ​https://<tenant>.brightpattern.com/agentdesktop/ServiceNow.jsp, being sure to replace <tenant> with the name of your contact center.
   
   
   

   OpenFrame configuration properties
   
   
   
3. Click Update.

Step 3: Add CORS Rules

CORS Rules allow Bright Pattern integration accounts to communicate with ServiceNow.

1. In your ServiceNow instance, go to System Web Services > REST > CORS Rules and click New.
   
   
   

   Add new CORS rules
   
   
   
2. In Name, enter a unique name (any).
   
   
3. In Domain, enter ​https://<tenant-name>.brightpattern.com, where <tenant-name> is the name of your contact center.
   
   
4. Select HTTP method POST.
   
   
   

   CORS rules and settings
   
   
   
5. Set HTTP header Access-Control-Allow-Origin.
   
   
   

   HTTP headers
   
   
   

Step 4: Configure a new OAuth 2.0 Endpoint

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 6 of this procedure.

Note that previous builds of ServiceNow may have asked you to configure OAuth. Now ServiceNow recommends you configure OAuth 2.0. For more information, refer to the ServiceNow OAuth Setup documentation.

1. Make sure the OAuth plugin is active.
   
   
   

   OAuth plugin
   
   
   
2. Create an endpoint by going to System OAuth > Application Registry and clicking New.
   
   
   

   Add new application registry
   
   
   
3. Then click Create an OAuth API endpoint for external clients.
   

   Create the endpoint
   
   
   
4. Give this registration a name and click Save. The Client ID is filled in for you. The Client Secret will fill upon saving.
   
   
   

   Name the registration and save
   
   
   
5. Now when you open the application registry you just created, you can view and copy the Client Secret.

Step 5: Create a new integration account

1. Log in as Admin to the Contact Center Administrator application. Then navigate to Configuration > Integration Accounts.
   
   
2. Click the Add + button to add a new account. In the Create integration account window that appears, select ServiceNow and click OK.
   
   
   

   Select "ServiceNow" as the type of integration account to create
   
   
   

Step 6: Specify ServiceNow integration account properties

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.

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 in Step‌ 4 of 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 in Step 4 of 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.

Step 7: Authenticate your newly integrated account in ServiceNow

1. In a separate browser window or tab, go to the ServiceNow Developer site and sign in to your developer instance.
   
   
   

   ServiceNow Developer sign in
   
   
   
2. Notice that your ServiceNow Homepage now displays a phone icon at the top right corner of the screen.
   
   
   

   You can now make calls from your ServiceNow home page
   
   
   
3. Click on the phone icon to open the Agent Desktop application widget.
   
   
   

   Log in to Agent Desktop from the integrated widget
   
   
   

Step 8: Resize the Agent Desktop widget (optional)

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).

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.

Step 8: Log in and complete Agent Desktop installation

1. Sign in to Agent Desktop with your username and password, being sure to select your desired phone device.
   
   
2. By default, you log in with a softphone. To choose another device, click the current Phone device setting and select the desired type of device from the menu that appears. For more information about the available device options, see the Bright Pattern Contact Center Agent Guide, section Selecting a Phone Device.
   
   
3. 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 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.

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. 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.

Incoming call on ServiceNow

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