WebAgent for ServiceNow Installation

Prerequisites

 

Configure ServiceNow Application

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/madrid-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 ‘Client ID’ property which value can be found in the same menu.

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

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

    Note Please note: the word ‘Madrid’ 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.

    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>
  5. Whitelist 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. Whitelist the WebAgent url: https://<WebAgenturl>

  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).