WebAgent for ServiceNow APP

Note Additional Anywhere365 WebAgent license required.

Supported ServiceNow version

  • Kingston

  • Orlando

  • Paris

 

Prerequisites

 

Configure ServiceNow Application

Note Please note: the word ‘Kingston’ corresponds with the version number inside the URL which you see below. In case you got another version, please change the city based on its version number.

To find your ServiceNow version:

  1. Log into your ServiceNow instance

  2. In the menu type 'stats.do' and press [Enter]. This will open the Statistics page.

  3. You can find your ServiceNow version under 'Build name'

  4. Make sure the version used in the url is entered in lower case. E.g. 'Orlando' will be 'orlando'

Launch the ServiceNow application.

  1. Set up OAuth 2.0

    Follow the documentation until the step: Create an endpoint for clients to access the instance.

    Url: https://docs.servicenow.com/bundle/<version>platform-administration/page/administer/security/task/t_SettingUpOAuth.html

  2. Create an endpoint for clients to access the instance

    Follow the steps from the url and create and endpoint

    Note Make sure that the ‘Redirect URL’ contains the ‘clientid’ property (which value can be found under Client ID on the same page) and the 'referrer' property.

    The 'referrer' value should be the base url of your ServiceNow instance, e.g. https://instance.service-now.com

    https://webagent.anywhere365.io/?clientid=<clientId>&referrer=<referrerUrl>

    Url: https://docs.servicenow.com/bundle/<version>-platform-administration/page/administer/security/task/t_CreateEndpointforExternalClients.html

  3. Activate the OpenFrame plugin

    Follow the steps from the url and activate the ‘OpenFrame’ plugin.

    Url: https://docs.servicenow.com/bundle/<version>-platform-administration/page/administer/plugins/task/t_ActivateAPlugin.html

  4. Create in ServiceNow an OpenFrame configuration for the WebAgent

    See ServiceNow documentation:

    Url: https://docs.servicenow.com/bundle/<version>-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

    Recommend values:

    • Name: WebAgent CTI

    • Title: Anywhere365

    • Width*: 1200

    • Height*: 800

    • Url*: https://webagent.anywhere365.io/?clientid=<clientId>&referrer=<referrer>

      Note The url should exactly match the redirect url entered in step 2.

  5. Allow the WebAgent URL:

    1. In the Navigation filter, enter sys_properties.list. Next, the entire list of properties in the System Properties table appears.

    2. Search for: glide.ui.concourse.onmessage_enforce_same_origin_whitelist

    3. Allow the WebAgent url: https://webagent.anywhere365.io

  6. Navigate to User Administration > Users

    Click on the gear icon and personalize the list columns. It is highly recommended that you configure the ‘Email’ field and at least one phone field (Business phone, Home phone, Mobile phone).

  7. Assign [sn_openframe_user] to the user (group). For the users of the application, for more information see documentation:

    https://docs.servicenow.com/bundle/<version>-customer-service-management/page/product/customer-service-management/reference/r_InstalledWithOpenFrame.html#r_RolesInstalledWithOpenFrame