Latest revision as of 16:35, 19 July 2019

• 5.19 • 5.2 • 5.3 • 5.8

ServiceNow Integration Configuration

When Bright Pattern Contact Center is integrated with ServiceNow, features of your Bright Pattern Agent Desktop are merged with the ServiceNow environment. From one integrated Agent Desktop interface, you have direct access to the phone, live chat, SMS, mobile messenger apps, customer and agent records, interaction details, and more.

ServiceNow integration configuration involves linking your ServiceNow developer account to your Bright Pattern Contact Center tenant. You can add a ServiceNow integration account to Bright Pattern Contact Center by following these steps.

Procedure

Step 1: Activate plug-ins for phone communication on servicenow.com.

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

Important: Do not follow Step 4 and Step 5 for setting up Twilio and configuring Notify.

Step 2: Replace the OpenFrame configuration URL

Change the used OpenFrame configuration URL to https://<tenant-name>.<service-provider-domain-name>/agentdesktop/ServiceNow.jsp?servicenow=1&topDomanin=<ServiceNow-instance-url>
In that URL, replace the following fields:

<tenant-name> - The URL of your contact center (e.g., "bppm.brightpattern.com")
<service-provider-domain-name> - Your service provider's domain name
<ServiceNow-instance-url> - The URL of your instance copied from the address bar of the browser (e.g., "https://dev52125.service-now.com")

Step 3: Add CORS Rules

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

In your ServiceNow instance, go to System Web Services > REST > CORS Rules.
Press New.
In the Domain field, enter https://<tenant-name>.<service-provider-domain-name>, where <tenant-name> is the name of your contact center and <service-provider-domain-name> is your service provider's domain name.
In the HTTP Methods field, enter POST.
In the other tab HTTP Headers, enter Access-Control-Allow-Origin.

Step 4: Configure a new OAuth Endpoint.

In order to create a new ServiceNow integration account, you must first configure a new OAuth 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.

For more information, refer to the ServiceNow OAuth Setup documentation.

Step 5: Create a new integration account.

Log in as Admin to the Contact Center Administrator application. Then navigate to Configuration > Integration Accounts.
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)
Name - The name of 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
Client ID - The Client ID is the automatically generated unique ID of the application. 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.
Test connection - This button tests the validity of the connection. If the connection is OK, the “Connection is valid” message appears.

Step 7: Authenticate your newly integrated account in ServiceNow.

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

ServiceNow Developer sign in
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
Click on the phone icon to open the Agent Desktop application widget.

Log in to Agent Desktop from the integrated widget
Note that you can change the width and height of the Agent Desktop widget by adjusting ServiceNow’s OpenFrame configuration. Access such configuration settings by searching ServiceNow for “openframe” or by going to ServiceNow’s System Properties > OpenFrame.

The widget's width and height are edited in OpenFrame properties

Step 8: Log in and complete Agent Desktop installation.

Sign in to Agent Desktop with your username and password, being sure to select your desired phone device.
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.
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

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.

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@@ Line 1: / Line 1: @@
 <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.
+When Bright Pattern Contact Center is integrated with ServiceNow, features of your Bright Pattern Agent Desktop are merged with the ServiceNow environment. From one integrated Agent Desktop interface, you have direct access to the phone, live chat, SMS, mobile messenger apps, customer and agent records, interaction details, and more.
-ServiceNow integration configuration involves linking your ServiceNow developer instance to Bright Pattern Contact Center in a ServiceNow integration account.
+ServiceNow integration configuration involves linking your ServiceNow developer account to your Bright Pattern Contact Center tenant. You can add a ServiceNow integration account to Bright Pattern Contact Center by following these steps.
-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:Service-now-integration-guide/ServiceNowIntegrationConfiguration |  5.2]].
+===Step 1: Activate plug-ins for phone communication on servicenow.com.===
+Visit ServiceNow documentation, section [https://docs.servicenow.com/bundle/istanbul-service-management-for-the-enterprise/page/product/customer-service-management/task/t_PhoneInstallationAndConfiguration.html Phone installation and configuration], and follow the given procedure to activate plug-ins that establish the phone communication channel between internal and external users and customers.
-===Step 1: Activate plugins for phone communication on servicenow.com ===
+'''Important:''' Do not follow Step 4 and Step 5 for setting up Twilio and configuring Notify.
-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 to activate plugins that establish the phone communication channel between internal and external users and customers.
-These steps include:
-# [https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/product/notify2/task/t_ActivateNotify.html Install and activate the Notify plugin] (com.snc.notify).<br /><br />[[File:ServiceNow-Notify-Activate-53.PNG|800px|thumbnail|center|Install and activate Notify plugin]]<br /><br />
-# 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.<br /><br />[[File:ServiceNow-E164-Plugin-53.PNG|650px|thumbnail|center|Go to System Definition > Plugins and find E-164 plugin]]<br /><br />
-# 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.<br /><br />[[File:ServiceNow-Twilio-Voice-53.PNG|800px|thumbnail|center|In Twilio, get a Programmable Voice number]]<br /><br />
-# [https://docs.servicenow.com/bundle/istanbul-servicenow-platform/page/product/notify2/task/t_ConfigureNotifyWithTwilio.html 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'''.<br /><br />[[File:ServiceNow-Twilio-Config-53.PNG|800px|thumbnail|center|Enter the account SID and auth token you saved when getting a Twilio number]]<br /><br />
-# [https://docs.servicenow.com/bundle/istanbul-customer-service-management/page/product/customer-service-management/reference/r_CustServMgmtAddtlPluginsTable.html#r_additionaltableplugins 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.<br /><br />[[File:ServiceNow-CTI-Softphone-53.PNG|800px|thumbnail|center|Activate CTI Softphone]]<br /><br />
-# [https://docs.servicenow.com/bundle/istanbul-customer-service-management/page/product/customer-service-management/task/t_ActivateCustomerService.html#t_ActivateCustomerService Activate the Customer Service Management Demo Data plugin] (com.sn_customerservice), which enables additional security.<br /><br />
-# Activate the OpenFrame plugin, which integrates external communication systems like Bright Pattern Agent Desktop with ServiceNow.<br /><br />[[File:ServiceNow-Openframe-53.PNG|800px|thumbnail|center|Activate Openframe plugin]]<br /><br />
 === Step 2: Replace the OpenFrame configuration URL ===
-# Go to ''System Properties > OpenFrame'' and click the CTI plugin shown to edit OpenFrame properties.<br /><br />[[File:ServiceNow-OpenFrame-Prop-53.PNG|800px|thumbnail|center|OpenFrame configuration properties]]<br /><br />
+# Change the used OpenFrame configuration URL to '''https://<tenant-name>.<service-provider-domain-name>/agentdesktop/ServiceNow.jsp?servicenow=1&topDomanin=<ServiceNow-instance-url>'''<br /><br />
-# Click the lock icon to change the URL to:<br /><br />'''https://<tenant>.brightpattern.com/agentdesktop/ServiceNow.jsp?topDomain=https://<dev_instance>.service-now.com'''<br /><br />where:<br /><br />
+# In that URL, replace the following fields:<br /><br />
-## '''<tenant>''' is the name of your contact center (e.g., "example" in "example.brightpattern.com")<br /><br />
+::* '''<tenant-name>''' - The URL of your contact center (e.g., "bppm.brightpattern.com")<br /><br />
-## '''<dev_instance>''' is your ServiceNow Developer instance account (e.g., "dev12345")<br /><br />
+::* '''<service-provider-domain-name>''' - Your service provider's domain name<br /><br />
-# Example:<br /><br />'''https://example.brightpattern.com/agentdesktop/ServiceNow.jsp?topDomain=https://dev12345.service-now.com'''<br /><br />
+::* '''<ServiceNow-instance-url>''' - The URL of your instance copied from the address bar of the browser (e.g., "https://dev52125.service-now.com")
-# Click '''Update'''.
-[[File:ServiceNow-OpenURL-53.PNG|800px|thumbnail|center|OpenFrame configuration properties]]
+=== Step 3: Add CORS Rules ===
+CORS Rules allow Bright Pattern integration accounts to communicate with ServiceNow.
+# In your ServiceNow instance, go to ''System Web Services > REST > CORS Rules''.<br /><br />
+# Press '''New'''.<br /><br />
+# In the Domain field, enter '''https://<tenant-name>.<service-provider-domain-name>''', where ''<tenant-name>'' is the name of your contact center and ''<service-provider-domain-name>'' is your service provider's domain name.<br /><br />
+# In the HTTP Methods field, enter '''POST'''.<br /><br />
+# In the other tab HTTP Headers, enter '''Access-Control-Allow-Origin'''.
-Note that in the URL, parameter "topDomain" is needed to avoid cross domain errors when activity history is posted to the activity stream of the ServiceNow object. It is possible to use the short form URL "https://<tenant>.brightpattern.com/agentdesktop/ServiceNow.jsp", but omitting the "topDomain" parameter means activity history functionality will not work.
-=== Step 3: Assign role to allow users to use OpenFrame ===
+===Step 4: Configure a new OAuth Endpoint.===
-User accounts need to have the '''sn_openframe_user''' role assigned. You can assign it to individual users, or to the group of which the users are members.
+In order to create a new ServiceNow integration account, you must first configure a new OAuth 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.
-=== Step 4: Add CORS Rules ===
+For more information, refer to the [http://wiki.servicenow.com/index.php?title=OAuth_Setup#gsc.tab=0 ServiceNow OAuth Setup documentation].
-CORS Rules allow Bright Pattern integration accounts to communicate with ServiceNow.
-# In your ServiceNow instance, go to ''System Web Services > REST > CORS Rules'' and click '''New'''.<br /><br />[[File:ServiceNow-CORS-New-53.png|800px|thumbnail|center|Add new CORS rules]]<br /><br />
-# In ''Name'', enter a unique name (any).<br /><br />
-# In ''Domain'', enter '''https://<tenant-name>.brightpattern.com''', where ''<tenant-name>'' is the name of your contact center.<br /><br />
-# Select HTTP method '''POST'''.<br /><br />[[File:ServiceNow-CORS3-53.png|800px|thumbnail|center|CORS rules and settings]]<br /><br />
-# Set HTTP header '''Access-Control-Allow-Origin'''.<br /><br />[[File:ServiceNow-CORS-Headers-53.PNG|800px|thumbnail|center|HTTP headers]]<br /><br />
-===Step 5: Configure a new OAuth 2.0 Endpoint ===
+===Step 5: Create a new integration account.===
-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.
+# Log in as Admin to the Contact Center Administrator application. Then navigate to ''Configuration > Integration Accounts''.<br /><br />
+# Click the '''Add +''' button to add a new account. In the ''Create integration account'' window that appears, select '''ServiceNow''' and click OK.
-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 [http://wiki.servicenow.com/index.php?title=OAuth_Setup#gsc.tab=0 ServiceNow OAuth Setup documentation].
-# Make sure the OAuth plugin is active.<br /><br />[[File:ServiceNow-OAuthb-53.png|800px|thumbnail|center|OAuth plugin]]<br /><br />
+[[File:Create-Integration-Account.png|450px|thumbnail|center|Select "ServiceNow" as the type of integration account to create]]
-# [https://docs.servicenow.com/bundle/jakarta-platform-administration/page/administer/security/task/t_CreateEndpointforExternalClients.html#t_CreateEndpointforExternalClients Create an endpoint] by going to ''System OAuth > Application Registry'' and clicking '''New'''.<br /><br />[[File:ServiceNow-App-Registryb-53.png|800px|thumbnail|center|Add new application registry]]<br /><br />
-# Then click '''Create an OAuth API endpoint for external clients'''. [[File:ServiceNow-App-Registry-Typeb-53.png|800px|thumbnail|center|Create the endpoint]]<br /><br />
-# Give this registration a name and click '''Save'''. The Client ID is filled in for you. The Client Secret will fill upon saving.<br /><br />[[File:ServiceNow-OAuth-Endpointb-53.png|800px|thumbnail|center|Name the registration and save]]<br /><br />
-# Now when you open the application registry you just created, you can view and copy the Client Secret.
-===Step 6: Create a new integration account ===
-# Log in as Admin to the Contact Center Administrator application. Then navigate to ''Configuration > Integration Accounts''.<br /><br />
-# Click the '''Add +''' button to add a new account. In the ''Create integration account'' window that appears, select '''ServiceNow''' and click OK.<br /><br />[[File:ServiceNow-Integration-Acc-53.PNG|350px|thumbnail|center|Select "ServiceNow" as the type of integration account to create]]<br /><br />
-===Step 7: Specify ServiceNow integration account properties ===
+===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.
-[[File:ServiceNow-Integration-Properties-53.PNG|550px|thumbnail|center|ServiceNow integration account properties]]
+[[File:Imgpsh fullsize.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.
+* '''Type''' - The type of integration account (i.e., in this case, ServiceNow)
+* '''Name''' - The name of 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
-* '''URL''' - The unique URL of your instance (e.g., "https://dev73456.service-now.com")
+* '''Client ID''' - The ''Client ID'' is the automatically generated unique ID of the application. 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 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.
-* '''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 8: Authenticate your newly integrated account in ServiceNow ===
+===Step 7: Authenticate your newly integrated account in ServiceNow.===
-# In a separate browser window or tab, go to the [https://developer.servicenow.com/app.do#!/home ServiceNow Developer site] and sign in to your developer instance.<br /><br />[[File:ServiceNow-Dev-Login-53.PNG|800px|thumbnail|center|ServiceNow Developer sign in]]<br /><br />
+# In a separate browser window or tab, go to the [https://developer.servicenow.com/app.do#!/home ServiceNow Developer site] and sign in to your developer instance.<br /><br />[[File:Service-Now-Developer-Sign-In.png|800px|thumbnail|center|ServiceNow Developer sign in]]<br /><br />
-# Notice that your ServiceNow Homepage now displays a phone icon at the top right corner of the screen.<br /><br />[[File:ServiceNow-Phoneb-53.png|650px|thumbnail|center|You can now make calls from your ServiceNow home page ]]<br /><br />
+# Notice that your ServiceNow Homepage now displays a phone icon at the top right corner of the screen.<br /><br />[[File:ServiceNow-Configured-Home.png|650px|thumbnail|center|You can now make calls from your ServiceNow home page ]]<br /><br />
-# Click on the phone icon to open the Agent Desktop application widget.<br /><br />[[File:ServiceNow-AD-Login-53.PNG|800px|thumbnail|center|Log in to Agent Desktop from the integrated widget]]<br /><br />
+# Click on the phone icon to open the Agent Desktop application widget.<br /><br />[[File:ServiceNow-Agent-Desktop-Login.png|250px|thumbnail|center|Log in to Agent Desktop from the integrated widget]]<br /><br />
+# Note that you can change the width and height of the Agent Desktop widget by adjusting ServiceNow’s ''OpenFrame'' configuration. Access such configuration settings by searching ServiceNow for “openframe” or by going to ServiceNow’s ''System Properties > OpenFrame''.
-=== Step 9: 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).
+[[File:OpenFrame-Properties.png|650px|thumbnail|center|The widget's width and height are edited in OpenFrame properties]]
-[[File:ServiceNow-AD-Test5-53.PNG|800px|thumbnail|center|The widget's width and height are edited in OpenFrame properties]]
+===Step 8: Log in and complete Agent Desktop installation.===
-The Agent Desktop widget can be dragged and dropped onto any other part of the webpage.
-===Step 10: Log in and complete Agent Desktop installation ===
 # Sign in to Agent Desktop with your username and password, being sure to select your desired phone device.<br /><br />
 # By default, you log in with a [[contact-center-administrator-guide/Softphones|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 [[agent-guide/SelectingaPhoneDevice|Selecting a Phone Device]].<br /><br />
@@ Line 118: / Line 80: @@
-[[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]]
+[[File:ServiceNow-AD-Tabs.png|450px|thumbnail|center|Tab through to access the dial pad, directory, and more]]
 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.
-[[File:ServiceNow-Incoming-Call-53.PNG|800px|thumbnail|center|Incoming call on ServiceNow]]
+<center>[[service-now-integration-guide/Prerequisites|< Previous]]  |  [[service-now-integration-guide/Configuration|Next >]]</center>
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