Dialogue Cloud

On Premises

Enable entities in WebAgent for ServiceNow

Note

Introduced in DC2023.02

Note

Additional AnywhereNow WebAgent and CTI Integration license required.

Introduction

By default, this integration utilizes contact (sys_user) entity and the ITSM module entities of ServiceNow, which includes:

  • Incident
  • Problem
  • Change Request
  • Interaction

However, we understand that not all organizations use or want to use all of these entities, or may to use the CSM module instead.

In this article, we'll show you how to hide specific entities through a URL parameter, giving you more control over which entities are visible in your integration. This can help streamline your workflow and ensure that you're only seeing the information that's relevant to your organization.

Prerequisites

  • Bundle DC2023.02 or higher

How to use

To hide specific entities in your integration, add the "enable-entity" parameter to the WebAgent URL in the CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. configuration.

Warning

Use the URL defined in the CTI configuration manual.

If your CTI URL already contains a URL parameter, append "&enable-entities=" to the end of the URL.

Below are examples for specific cases:

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URL
[CTI URL]?enabled-entities=entity1,entity2

HR Module

Note

Introduced in DC2023.03

The HR Module of ServiceNow has its own unique set of entities that are available in the ITSM and CSM modules. To access these entities, you can use a URL parameter to switch to the HR entities. For example:

<url> &cti-arguments=module:HR&enabled-entities=contact,incident,problem,changerequest,interaction,case

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URL
[CTI URL]?cti-arguments=module:HR&enabled-entities=contact,incident,problem,changerequest,interaction,case

Entity type

HR Module enabled

HR Module disabled

Contacts

HR Profile

sn_hr_core_profile

System User

sys_user

Cases

HR Case

sn_hr_core_case

Case

sn_customerservice_case

Activity

HR Task

sn_hr_core_task

Phone log

sn_openframe_phone_log

Examples

Below are some examples for specific cases.

  • Example of using only the contact entity

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    URL
    https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&enabled-entities=contact

  • Example of using contact and only ITSM module entities

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    URL
    https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&enabled-entities=contact,incident,problem,changerequest

  • Example of using contact and only CSM module entities

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    URL
    https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&enabled-entities=contact,case

  • Example of using contact and only HR module entities

    Copy
    URL
    https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&cti-arguments=module:HR&enabled-entities=contact,case

  • Example of using all available entities

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    URL
    https://webagent.anywhere365.io/?clientid=5ca7e8111e9aff000aee51c97141e5a4&enabled-entities=contact,incident,problem,changerequest,case

By customizing your integration with the "enable-entity" parameter, you can tailor your CTI entities to your organization's needs and improve your workflow efficiency.