Configure ServiceNow app for WebAgent

Configure ServiceNow so WebAgent can authenticate with ServiceNow, load inside OpenFrame, and use the ServiceNow CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. controls during conversations.

Supported ServiceNow versions

• Yokohama
• Zurich
• Australia

Prerequisites

• Configure sign-in for WebAgent for ServiceNow. For more information, see Configure Sign-in for WebAgent for ServiceNow.

• Configure the WebAgent Service. For more information, see Install WebAgent Service.

• Make sure your AnywhereNow representative has activated the ServiceNow plugin for WebAgent in OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments..

Check your ServiceNow version

1. Log in to your ServiceNow instance.

2. In the menu, enter stats.do, and then press Enter. The Statistics page opens.

3. Find your ServiceNow version under Build name.

Configure OAuth 2.0

Create an OAuth endpoint that WebAgent can use to authenticate users against ServiceNow.

1. In ServiceNow, follow the ServiceNow OAuth 2.0 setup documentation until you reach the step to create an endpoint for clients to access the instance.

   URL: https://docs.servicenow.com/csh?topicname=t_SettingUpOAuth

2. In System OAuth > Application Registry, select New, and then select [Deprecated UI] Create an OAuth API endpoint for external clients.

3. Create an endpoint with these values:

   • Client ID: Use the generated Client ID in the OpenFrame URL.
   • Redirect URL: Use the exact WebAgent callback CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours. URL.
   • Public Client: Enabled.
   • Client Type: Iframe Embedded.
   • Token Format: Opaque.
   • Auth Scope: useraccount.
   • Active: true.
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   Redirect URL

   https://webagent.anywhere365.io/cti-auth

   * Use the WebAgent callback URL for your connect model.

   Dialogue Cloud Neo (Connect)

   Global:

   https://webagent.anywhere365.io/cti-auth

   NORA

   https://nora-cus-webagent.anywhere365.io/cti-auth

   https://nora-cus-2-webagent.anywhere365.io/cti-auth

   https://nora-cus-3-webagent.anywhere365.io/cti-auth

   EMEA

   https://emea-weu-webagent.anywhere365.io/cti-auth

   https://emea-weu-2-webagent.anywhere365.io/cti-auth

   https://emea-weu-3-webagent.anywhere365.io/cti-auth

   APAC

   https://apac-eas-webagent.anywhere365.io/cti-auth

   https://apac-eas-2-webagent.anywhere365.io/cti-auth

   https://apac-eas-3-webagent.anywhere365.io/cti-auth

   Dialogue Cloud Neo (Unify)

   EMEA

   https://app.emea.anywhere.now/login/cti-auth

   APAC

   https://app.apac.anywhere.now/login/cti-auth

   NORA

   https://app.nora.anywhere.now/login/cti-auth

   Note

   Save the Client ID. You need it for the OpenFrame URL.

   URL: https://docs.servicenow.com/csh?topicname=t_CreateEndpointforExternalClients

Allow implicit grant when required

The current WebAgent ServiceNow integration uses the OAuth implicit grant flow. In some hardened ServiceNow instances, including tested Australia instances, authentication can fail with Invalid request until the OAuth Client ID is explicitly allowed to use implicit grant.

1. In the ServiceNow Navigation filter, enter sys_properties.list. The System Properties table appears.

2. Search for glide.oauth.clients.allowed.for.implicit.grant.

3. If the property does not exist, create it as a string property.

4. Add the WebAgent OAuth Client ID to the property value.

URL: https://www.servicenow.com/docs/r/platform-security/instance-security-hardening-settings/sc-prevent-oauth-clients-from-using-implicit-grant.html

Configure OpenFrame

1. Activate the OpenFrame plugin in ServiceNow.

   URL: https://docs.servicenow.com/csh?topicname=t_ActivateAPlugin

2. Create an OpenFrame configuration for WebAgent.

   URL: https://docs.servicenow.com/csh?topicname=t_CreateAnOpenFrameConfiguration

3. Use these recommended values:

   • Name: WebAgent CTI
   • Title: AnywhereNow
   • Width*: 1200
   • Height*: 800
   • URL*:
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   URL

   [WebAgent URL]?clientid=<clientId>

   * Use the WebAgent URL for your connect model.

   Dialogue Cloud Neo (Connect)

   Global:

   https://webagent.anywhere365.io

   NORA

   https://nora-cus-webagent.anywhere365.io

   https://nora-cus-2-webagent.anywhere365.io

   https://nora-cus-3-webagent.anywhere365.io

   EMEA

   https://emea-weu-webagent.anywhere365.io

   https://emea-weu-2-webagent.anywhere365.io

   https://emea-weu-3-webagent.anywhere365.io

   APAC

   https://apac-eas-webagent.anywhere365.io

   https://apac-eas-2-webagent.anywhere365.io

   https://apac-eas-3-webagent.anywhere365.io

   Dialogue Cloud Neo (Unify)

   EMEA

   https://app.emea.anywhere.now/login

   APAC

   https://app.apac.anywhere.now/login

   NORA

   https://app.nora.anywhere.now/login

   Note

   For DC2023.01 or older: Make sure that the URL contains the clientid property, with the value from the OAuth Client ID, and the referrer property.

   The referrer value should be the base URL of your ServiceNow instance. For example: [WebAgent URL]?clientid=5ca7e8121e9aff800aee51c37141e5a4&referrer=https://instance.service-now.com

   Note

   For DC2023.02 or newer: Make sure that the URL contains the clientid property, with the value from the OAuth Client ID.

   The referrer has become optional. For example: [WebAgent URL]?clientid=5ca7e8121e9aff800aee51c37141e5a4

Allow the WebAgent origin

1. In the ServiceNow Navigation filter, enter sys_properties.list. The System Properties table appears.

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

3. Add the WebAgent origin for your connect model.

   * Use the WebAgent origin for your connect model.

   Dialogue Cloud Neo (Connect)

   Global:

   https://webagent.anywhere365.io

   NORA

   https://nora-cus-webagent.anywhere365.io

   https://nora-cus-2-webagent.anywhere365.io

   https://nora-cus-3-webagent.anywhere365.io

   EMEA

   https://emea-weu-webagent.anywhere365.io

   https://emea-weu-2-webagent.anywhere365.io

   https://emea-weu-3-webagent.anywhere365.io

   APAC

   https://apac-eas-webagent.anywhere365.io

   https://apac-eas-2-webagent.anywhere365.io

   https://apac-eas-3-webagent.anywhere365.io

   Dialogue Cloud Neo (Unify)

   EMEA

   https://app.emea.anywhere.now/login

   APAC

   https://app.apac.anywhere.now/login

   NORA

   https://app.nora.anywhere.now/login

Prepare ServiceNow users

1. Navigate to User Administration > Users.

2. Select the gear icon and personalize the list columns. Configure the Email field and at least one phone field, such as Business phone, Home phone, or Mobile phone.

3. Assign the sn_openframe_user role to the users or groups that use the application.

   https://docs.servicenow.com/csh?topicname=r_InstalledWithOpenFrame

Troubleshoot the CRM button bar

The CRM button bar appears at the bottom of WebAgent for ServiceNow and becomes active after you accept a conversation. If the button bar does not appear or does not become active, check the following configuration:

• Verify that servicenow.plugin.js loads. This confirms that the ServiceNow plugin is active in OnePortal.

• Verify that the OpenFrame URL contains clientid. For DC2023.01 or older, also verify that the URL contains referrer.

• Verify that glide.ui.concourse.onmessage_enforce_same_origin_whitelist allows the WebAgent origin.

• Verify that the user or group has the sn_openframe_user role.

• If the authentication popup shows Invalid request, verify that glide.oauth.clients.allowed.for.implicit.grant includes the WebAgent OAuth Client ID.

• If the OpenFrame URL uses enabled-entities, verify that the intended entities are listed. For example: enabled-entities=contact,incident,problem,changerequest,interaction,case.