Install CRM Service for ServiceNow

Introduction

The CRM Service shows information about the caller. The ServiceNow CRM Service makes a connection to the ServiceNow API, then uses SQL queries to retrieve the data of the caller from the customer's ServiceNow environment.

It uses two lists in SharePoint for its configuration: PluginSettings and PluginAttributes. Only one PluginSetting is required to enable the CrmService with its default configuration: LoginEndPoint.

 

Dependencies

  • The ServiceNow CRM Service package

  • User with access to the SericeNow environment (on-premises or online version)

  • The Crm Service will be hosted in IIS (Microsoft Windows Server)

 

Start with Installation

Follow the instructions below to install the CRM Service for ServiceNow.

 

Deploy package

  1. Unzip the Anywhere365 CRM Service for ServiceNow package

  2. Edit the properties.ps1

    1. Domain = Domain of the install account

    2. UserName = Username of the install account

  3. Run InstallCrmService.ps1 in PowerShell as administrator

 

More than one CRM Service - use the CRM Service variable

Used in file: properties.ps1

$crmservice = "CrmService"

The variable $crmservice allows you to change the name under which the CRM Service will be installed in IIS, as well as it’s folder name in wwwroot.

If you need to have more than one CRM Service on a server or want to make clear which CRM Service is installed you can alter this value to suit your needs. All CRM Services fall under the applicationpool CrmApplicationPool.

 

Add PluginSettings

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Value

    Scope

    LoginEndPoint

    ...

    CrmService

 

Add Endpoint

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add CRMService settings endpoint to the ListsEndpoints item with scope ListsPlugin

    Note: Add to the existing item and separate with "Enter".

    Setting

    Value

    Scope

    ListsEndpoints

    http://FQDNFDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings

    http://FQDN/CRMService/api/v1/settings

    Note: The CrmService name could be different if a custom name was provided so could be http://localhost/CrmService or http://localhost/CrmServiceServiceNow

    ListsPlugin

 

Add WebAgentService URL

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Add the following mandatory setting

    Setting

    Value

    Scope

    CrmServiceUrl

    https://fqdn/CrmService

    Note: URL needs to be accessible from the WebAgent API service to the CRM Service.

    Note: The CrmService name could be different if a custom name was provided so could be http://localhost/CrmService or http://localhost/CrmServiceServiceNow

    WebAgentService