Install 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 sip uri of the caller in a query. If no contact person is identified, a manual search is also possible.

 

Prerequisites Service Now integration

  • This integration requires a valid user account for the Service Now environment of the customer.

  • The user account should have enough rights to retrieve information from Service Now using the soap services of Service Now. This applies to (tables) sys_user and incident.

  • Soap role soap_query should be enabled. See link: https://docs.servicenow.com/bundle/london-application-development/page/integrate/inbound-soap/reference/r_SOAPRoles.html

  • It should be possible to connect to the Service Now web services from the UCC server.​​

 

Configuration of the Service Now Plugin

Installation of the plugin

  1. Log in on the server on which the UCC service is running.

  2. Go to the plug ins folder (‘DRIVE:\program files\anywhere365\plugins\'). If it doesn't exist, create it.

  3. Create a folder "ServiceNow" for the plug ins folder.

  4. Copy the dlls and included config files from the plug in package to this folder.

    Note In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

  5. Open file ‘Config.xml’ for editing purposes.

    Tip First make a backup of the file to prevent problems!

    6.3: C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

    6.0: C:\Program Files\Anywhere365\Core\Config.xml

    5.0: C:\Program Files\UCC\Config.xml

  6. Add '<PluginsPath>DRIVE:\Program Files\Anywhere365\</PluginsPath>' before the License.

    This new field should refer to the folder where all plug ins are stored.

    The top of the config.xml should contain:

    <?xml version="1.0" encoding="UTF-8"?>

    <config version="1.5">

    <PluginsPath>C:\Program Files\Anywhere365\</PluginsPath>

    <License>license.key</License>

  7. Add "Crm" value below ‘SettingsURL’ of the UCC.

    <Crm path="plugins\ServiceNow\" name="PluginServiceNow">Wsp.Anywhere365.Ucc.Crm.ServiceNow.dll</Crm>

  8. Verify the path of plugin path with the Crm path.

  9. The UCC part in the config.xml should look like

    <UnifiedContactCenterName="ucc_app">

    <SettingsProvider>sharepoint</SettingsProvider>

    <SettingsUrl>http://domain.com/sites/ucc/ucc_</SettingsUrl>

    <Crm path="plugins\ServiceNow\" name="PluginServiceNow">Wsp.Anywhere365.Ucc.Crm.ServiceNow.dll</Crm>

    </UnifiedContactCenter>

Note Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

 

Configuring the UCC Share Point settings

  1. In your browser go the UCC SharePoint site.

  2. Click on ‘Settings’.

  3. Add setting ‘UseCRM’ with value 'True'.

  4. Add setting ‘UseStatistics’ with value 'True'.

 

Configuration of the UCC SharePoint Plugin Settings

The configuration of the plugin is stored in the PluginAttributes and the PluginSettings lists. The settings can be imported from 2 csv files. Unzip the Service Now package and go to the install folder. Run the powershell script A365_CreateLists.ps1 to create the lists and import the settings from the files. File properties.ps1 can be used to enter the SharePoint account credentials and url of the UCC SharePoint site:

  • $inputSiteUrl : The url to the UCC SharePoint site

  • $inputUsername :Username of the SharePoint account that is used to create the site.

  • $inputPassword: Password of the SharePoint account that is used to create the site.

 

Configure the Plugin Attributes and the Plugin Settings list in SharePoint

Use the PowerShell script in the install folder of the plugin package to load the settings from a csv file into the SharePoint Plugin Settings and Plugin Attributes lists. Use the password tool in the install folder to encrypt the password. These lists will differ based on the configuration required for the customer. There are basically 3 main configurations:

  • Use the Rest API. This is used for newer plugin versions as the default setting. It is recommended to use the Rest API configuration if possible. It offers more flexibility, and the Rest API is also the API that is used by Service Now as the default API to connect to Service Now.

  • Use the Rest API with multiple categories Contacts and\or multiple categories Cases.

  • Use the Soap API. This was used for older plugins versions. and is still available because of backwards compatibility.

The csv folder under Install contains csv settings files for all 3 configurations. Please note that in the case of a soap configuration the relevant files will have to be renamed from pluginattributessoap.csv to pluginattributes.csv and pluginsettingssoap.csv to pluginsettings.csv.

The same applies to the csv files for multiple categories contacts and cases. The file pluginattributesmultiplerest.csv should be renamed to pluginattributes.csv. The file pluginsettingsmultiplerest.csv. should be renamed to pluginsettings.csv.