Configure ServiceNow plugin

Note This feature requires an additional plug-in. Please contact your Sales Contact to verify if a plug-in is purchased.

Introduction

The Service Now plugin retrieves data from a Service Now web web service by using the phone number or sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. uri of the caller in a query. If no contact person is identified, a manual search is also possible.

 

Soap API configuration

Prerequisites

 

PluginAttributes List

DisplayName

SystemName

ShowOnExtensionWindow

ShowOnToast

Order

FieldType

Hyperlink

OpenAutomatically

Category

Scope

Name

name

TRUE

TRUE

1

Name

 

https://ServiceNowDomain/nav_to.do?uri=sys_user.do?sys_id=[sys_id]

Contact

 

Company

company

TRUE

TRUE

2

 

 

 

Contact

 

Email

email

TRUE

TRUE

3

 

 

 

Contact

 

ID

sys_id

FALSE

TRUE

4

Id

 

 

Contact

 

Gender

gender

TRUE

TRUE

5

 

 

 

Contact

 

Location

location​​​

TRUE

TRUE

6

 

 

 

Contact

 

Department

department

TRUE

TRUE

7

 

 

 

Contact

 

Title

short_description

TRUE

FALSE

8

 

 

https://ServiceNowDomain/nav_to.do?uri=incident.do?sys_id=[sys_id]

Case

 

Date

opened_at

TRUE

FALSE

9

 

 

 

Case

 

Description

short_description

TRUE

FALSE

10

 

 

 

Case

 

Status

state

TRUE

FALSE

11

 

 

 

Case

 

ID

sys_id

FALSE

FALSE

12

 

 

 

Case

 

Incident Number

IncidentNumber

FALSE

FALSE

13

 

 

 

CaseSearch

 

Subject

Subject

FALSE

FALSE

14

 

 

 

CaseSearch

 

First Name

FirstName

FALSE

FALSE

15

 

 

 

ContactSearch

 

Last Name

LastName

FALSE

FALSE

16

 

 

 

ContactSearch

 

Email

Email

FALSE

FALSE

17

 

 

 

ContactSearch

 

A brief summary of the plugin attributes list:

 

PluginSettings List

Setting

Value

Scope

Prompt

IncidentNumber

numberLIKE[searchValue]

CaseSearch

 

QueryCaseByContactId

caller_id=[searchValue]

CaseSearch

 

Subject

short_descriptionLIKE[searchValue]

CaseSearch

 

FirstName

first_nameLIKE[searchValue]

ContactSearch

 

LastName

last_nameLIKE[searchValue]

ContactSearch

 

QueryByEmail

email=[searchValue]

ContactSearch

 

EmployeeNumber

employee_number=[searchValue]

ContactSearch

 

QueryByPhoneNumber

mobile_phoneLIKE[searchValue]^ORphoneLIKE[searchValue]^ORhome_phoneLIKE[searchValue]

ContactSearch

 

Email

email=[searchValue]

ContactSearch

 

Url

https:///servicenowdomain

AccountSettings

 

UserName

ServiceNow Account UserName

AccountSettings

 

Password

Encrypted ServiceNow Account password

AccountSettings

 

NewCaseUrl

https://servicenowdomain/nav_to.do?uri=incident.do?sys_id=[sys_id]

NewCase

 

NewCaseWarningMessage

Issues encountered during attempt to create a new case. Please check the logs.

NewCase

 

NewCaseDefaultSubject

Please add a description.

NewCase

 

PrefilledCaseUrl

https://ServiceNowDomain/nav_to.do?uri=incident.do?caller_id=[sys_id]&sysparm_query=contact_type=Phone

NewCase

 

OpenNewCaseAutomatically

false

NewCase

 

UseSoapApi

true

ApiSettings

 

ContactEmailHyperlinkDisabled

true

GeneralSettings

 

CaseDateTimeFormat

dd-MM-yyyy

Formats

 

 

The PluginSettings can be divided in several parts:

Search Settings​​

  • The search settings. The name of the search settings should match with the system name field of the related plugin attribute record for manual search settings. The value contains search queries. These queries are based on encoded queries in Service Now. The search value field between brackets will be replaced with the search value entered by the agent in the Extension Window search bar or with the incoming sip uri/ phone number. Please note that search settings starting with the text QueryBy are mandatory. The name of these settings cannot be altered (the search query can be altered), because they are used for an automatic search. The other search settings can be changed both by name as by query, depending on the demands of the customer.

  • The account settings contain the url and user account settings necessary to retrieve information from Service Now. These settings should be provided by the customer. It is required to encrypt the password with the password tool. See install folder. Run A365.PWTool.exe. Enter the original password in the command line of the tool and press enter. The password tool will return an encrypted version of the original password. Copy the encrypted password and place the encrypted password in the Password field in the Plugin Settings list.

 

New Case Settings​​

  • PrefilledCaseUrl: The prefilledCaseUrl is an url template for a new case. If properly configured, it will add the selected contact id to the url. If a valid link is configured, pressing the Create New Case Button, will create a new case url linked to the selected contact. This url will be opened in the browser of the agent. Please note that the new case has not been created yet. The agent will have to save the new case record, in order to create the new case. However if the PrefilledCaseUrl is empty and the new case button is enabled in the EW, pressing on the new case button, will trigger the plugin, to create the new case and send the url link to the new created record to the browser of the agent.

  • The NewCaseUrl setting is used to create a hyperlink to a new created case. Each new created case has a unique sys_id. The plugin automatically replaces placeholder [sys_id] with the real sys_id of the new contact. The Extension Window will automatically open the new case record in the browser.

  • Setting NewCaseWarningMessage contains a message that will be displayed in the Extension Window in case something goes wrong when creating a new case or a new hyperlink. If empty, the plugin will use a default message.

  • Setting NewCaseDefaultSubject is used to add a short description/subject to a new case. This subject should be replaced with the actual subject by the agent. If empty, the plugin will use a default message. This setting is only used if setting PrefilledCaseUrl is empty.

 

General Settings

 

Optional Plugin settings

Compared to the previous lists (before plugin version 6.1.0.25207), 4 settings regarding the Soap Format of the Service Now data have been removed. These settings are no longer obligatory, but can be added optionally if required. These 4 settings are:

Setting

Value

Scope

Prompt

SOAP-ENV

http://schemas.xmlsoap.org/soap/envelope/

ContactResponseNameSpace

 

ContactRootPath

//SOAP-ENV:Body/getRecordsResponse/getRecordsResult

ContactResponseRecordsPath

 

SOAP-ENV

http://schemas.xmlsoap.org/soap/envelope/​

CaseResponseNameSpace

 

​CaseRootPath

​//SOAP-ENV:Body/getRecordsResponse/getRecordsResult​

​CaseResponseRecordsPath

 

Soap format settings​

  • The NameSpaces (ContactResponseNameSpace and CaseResponseNameSpace ) are namespaces in the soap response message. The NameSpaces are necessary to convert the received soap response in to data. Theoretically these name spaces could change, that's why they are configurable. It is also possible to add more name spaces if necessary.

  • The da​ta retrieved from Service Now is structured in a certain way. This is the same for each response. Settings ContactResponseRecordsPath and CaseResponseRecordsPath are used to define the structure of the data in the plugin. The plugin knows how to read the data because of these 2 settings.​