ServiceNow Live Agent Setup

We support Agent Workspace and Service Operations Workspace from the ServiceNow Paris release onwards.

ServiceNow has put Agent Workspace in deprecation process since Utah, and suggest to use Service Operations Workspace. We support Service Operations Workspace now.

Pre-Requisites on the ServiceNow Side:

This requires the SNOW instance with Pro license.

The Virtual Agent API plugin is a hard dependency. At this time we support version 1.3.0, 2.0, 2.1.0, 3.1.0. We will support newer versions in the future.

Support Matrix:

1. Plugins

The following plugins need to be active.

• Advanced Work Assignment (com.glide.awa)

• Agent Chat (com.glide.interaction.awa)

• Conversational Messaging (com.glide.messaging.awa)

• Conversation General Settings (com.glide.cs.settings)

• Glide Virtual Agent ( com.glide.cs.chatbot )

• Virtual Agent API - Please check the support matrix above for the correct versions. We do not support other versions at this time.

• If you want to use Service Operations workspace instead of Agent Workspace, Please install Service Operations Workspace as well (Agent Workspace is in deprecation process by ServiceNow)

If they are not active, please make sure that they are activated.

2. Chat Setup

Make sure the ‘Global Fulfiller UI’ is set to ‘Agent Workspace’.(In a brand new Paris instance, you would not need this.)

3. Advanced Work Assignment Setup

The ServiceNow Administration should have setup the following for Aisera to go forward:

• The Service Channel

  • This channel needs to be created against the ‘interaction’ table and type should be ‘Chat’. Make sure it is active.

    
• Presence State

  • The ‘Active’ state needs to be enabled and then associated to the appropriate service channel.

    • By default this is true if the above said plugins are active.

      
• Assignment rules

  • The assignment rule would be already present. If not create a sample rule like ‘SampleRule’

    
• The Queues

  • The queue should be against the service channel from the previous step.

    • Create a sample queue like ‘SampleQueue’ if none present.

      
  • Assignment Eligibility - Apply the assignment rule to the queue. Associate the group. This group should have ‘awa_agent’ role and ‘workspace’ roles as well. The ‘Group’ should have the agents under them. Note: If you are using Service Operations Workspace instead of Agent workspace, please also add sn_sow.sow_user as well.

4. Import and Commit Aisera UpdateSet

ServiceNow has an out of the box sample provider called ‘VA Bot to Bot Provider’. We wont use that. Instead use the update set provided by Aisera. The update set contains the following:

• A new Messaging Provider called ‘Aisera ServiceNow Bot to Bot Provider’. It will also use the same bot-to-bot channel. This will reuse all IH actions which are out of box provided by ServiceNow except

  • ‘Contextual Action’ as the out of box does not support ‘START_CONVERSATION’.

  • ‘Virtual Agent - Bot to Bot Sender’ as this uses a localhost url for sending data. This should point to Aisera’s liveAgent/receiveMessage API

• A new Messaging Provider Application called ‘Aisera VA Bot to Bot Provider Application’. This will be similar to the OOB ‘VA Bot to Bot Provider Application’ but it will point to Aisera Messaging Provider.

• A new Scripted Rest API ‘Aisera ServiceNow Bot Integration’ with a postMessage method.

• Script includes needed for communication with Aisera.

• A table ‘Aisera Live Agent Info V2’ to hold the meta data about the Aisera system which this instance of ServiceNow communicates with.

Import the Update Set:

Note: Both update sets are required

Import the following update sets by downloading files from the following links: Aisera_LiveAgent_Update_Set_v9.67_sys_remote_update_set_b3dbafb42f26111040823e0ef699b626_update_xml.xml, version 9.67

• Upload, preview and commit the parent update set. (There is a possibility that the commit might fail at 100% but this is fine.)

• If you are applying the next version of this update set, please make sure you do not override the Aisera Settings.

• AISERA SNOW Live Agent Patch V2 (version v2)

  • NOTE: This is a patch which should be applied after you apply the previous update set. we will Consolidate the update sets later.

  • Please upload, Preview and Commit the patch parent set. (Name: Aisera Live Agent Merged Bot to Bot Update Set - Batch Parent - v2)

5. Add Aisera Configuration Info in ServiceNow

The updateset will bring in a table called ‘Aisera Live Agent Info V2’. This table will hols all the info that is needed to communicate with Aisera.

The URL to reach this table would be https://$instanceName.service-now.com/nav_to.do?uri=%2Fsn_va_as_service_aisera_live_agent_v2_list.do

All above information should be populated properly. Aisera will need to provide this info to the customer so that they can populate it in the table.

Sample:

Verify the configuration

Navigator => Scripts Background, run the following command

var accessInfo = new sn_va_as_service.AiseraAuthUtilV2().getAccessToken();

The result should looks something like this (not actual data):

sn_va_as_service (AiseraAuthUtilV2): AiseraAuthUtilV2: entered : sn_va_as_service (AiseraAuthUtilV2): AiseraAuthUtilV2: The tokenRequestUrl is :https://aisera-environment.aisera.cloud/tenant-users/oauth2/token sn_va_as_service (AiseraAuthUtilV2): AiseraAuthUtilV2: The authData is :{"status":200,"body":"{\"access_token\":\"H4sIAAAADCAAAAFgAJ//OH46fDZeieTf/ec11qe/uKoDIyr5o8NquL+Xt21urhLezM+FV7AspleO7/LkSVC0jNinEKhbu1/3+VXG/9134PgU3PrcQMtgRmrHS8B4YIOCCcCAO0GbjOW8l4f2+w654e4MAmADCAA=\",\"refresh_token\":\"H4sIAAAADCAAAAFgAJ//OH46fDZeieTf/ec11qe/uKoDIyr5o8NquL+Xt21urhLezM+FV7AspleO7/LkSVC0jNinEKhbu1/3+VXG/9134PgU3PrcQMtgRmrHS8B4YIOCCcCAO0GbjOW8l4f2+w654e4MAmADCAA=\",\"values\":{\"access_token\":\"H4sIAAAADCAAAAFgAJ//OH46fDZeieTf/ec11qe/uKoDIyr5o8NquL+Xt21urhLezM+FV7AspleO7/LkSVC0jNinEKhbu1/3+VXG/9134PgU3PrcQMtgRmrHS8B4YIOCCcCAO0GbjOW8l4f2+w654e4MAmADCAA=\",\"refresh_token\":\"H4sIAAAADCAAAAFgAJ//OH46fDZeieTf/ec11qe/uKoDIyr5o8NquL+Xt21urhLezM+FV7AspleO7/LkSVC0jNinEKhbu1/3+VXG/9134PgU3PrcQMtgRmrHS8B4YIOCCcCAO0GbjOW8l4f2+w654e4MAmADCAA=\",\"token_type\":\"bearer\",\"expires_in\":3600},\"token_type\":\"bearer\",\"expires_in\":3600}"}

6. Update Trusted Domain List

In the navigation bar, search sys_cs_provider.list.

Update the setting of the page and add column Trusted media domains to the page:

Update Trusted media domains field

Add aisera.cloud,aisera.net to Trusted media domains of aisera servicenow bot to bot provider

7. Add Rich Control for Action

In the navigation bar, search sys_cs_provider.list, and select Aisera ServiceNow Bot to Bot Provider.

At the bottom, click tab for Rich Control Mappings

sys_cs_provider.list => Aisera ServiceNow Bot to Bot Provider => Rich Control Mappings

If the control mapping for DefaultAction is missing under Rich Control Mappings, please create one with the following values and save it.

Aisera Side

Pre-Requisite: The Aisera App, ServiceNow Integration, Datasource, channel setup should be completed.

Please follow this page to set up your app with live agent.

Note: Please pay attention to the Fallback intent, it may provide better user experience for your customers.

1. Integration Setup

Integration should set instructed to use the ‘Live Agent API’ as Paris.

Get to your ServiceNow Data Source and make the change.

Live Agent setup

1. Go to your App in Aisera.

1. Click the ‘Add Live Agent’ button.

1. Choose the appropriate ‘Integration’ . This would typically be the same integration you use for integration with ServiceNow instance.

2. Provide a random number for namespace.

3. Queue Id is not needed for ServiceNow Paris integration with Agent Workspace. Older ServiceNow (Pre-Paris) integrations will need it.

4. Provide ‘api/sn_va_as_service/aisera_bot/integration’ as the API Path.

5. Click OK.

Add support for user upload file

1. Check the trusted media domains above and have aisera.cloud added

2. In the live agent configuration in the section 2 above, select Attachments to Supported. And the add the supported file extensions and file size you want.

NOTE: In SNOW Rome, San Diego and later versions, we discovered a bug in SNOW server side and SNOW server can only accept images. If your instance is in SNOW Rome, San Diego or later versions, please set the File Extensions only to png, jpg, jpeg.

Note: SNOW REST api only supports files with limited MIME types, please only allow the following file extensions in the live agent configuration

Supported file extensions

png jpg jpeg pdf txt mpeg doc

SNOW supported MIME types

application/pdf application/msword image/png image/jpeg text/plain video/mpeg

Advanced features

1. Multiple queue

Snow Live Agent (Paris & later) supports multiple queues by nature. However, the routing logic is on ServiceNow side (each queue has its own support logic), rather than on AISERA. AISERA can provide some information about the user, so, Servicenow server can use these information to route to a specific queue.

Note 1: Each queue has its own order. By default, SNOW will sort all the queues in ascending order based on the value of order of each queue. SNOW will go through each queue based on the sorted order and check if the request meet the condition of the queue. If there are multiple queues meet the conditions, the queue with the lowest order will be picked.

Note 2: Please always configure a default queue with largest order

a) Option: Use Snow Queue’s simple Work item routing condition

If all the users are linked with SNOW’s user, SNOW admin can use the SNOW queue’s simple Condition Mode and choose the filter conditions

b) Option: Use AISERA’s 3 accepted variables.

Currently, AISERA support 3 variables, liveagent_department, liveagent_language and liveagent_location.

Admin can add those 3 variables to the output variables of Preprocess Live Agent flow, and set the corresponding values in the Preprocess Live Agent flow. AISERA will attach these 3 values to the requests to Servicenow server.

SNOW admin can use Advanced Condition mode to decide whether the current queue is able to accept the request based on these 3 values.

We can use liveagent_language as an example, to set a queue for french

1. In SNOW queue, set the following

   
2. (function executeCondition(/* glide record */ current) { var contextTable = current.getValue("context_table"); var integrationBlobRecord = new GlideRecord(contextTable); integrationBlobRecord.addQuery("sys_id", current.getValue("context_document")); integrationBlobRecord.query(); if (integrationBlobRecord.next()) { var jsonBlob = JSON.parse(integrationBlobRecord.getValue("value")); if(jsonBlob.liveagent_language == "french") return true; } return false; })(current);

3. In Preprocess Live Agent flow

Testing

Use the following procedure to test your application/bot.

ServiceNow:

Login as the agent and go to Agent Workspace. Make sure you are ‘Available’.

If you are using Service Operations Workspace, please directly go to https://<your-snow-instance>/now/sow/list

Aisera:

Go to the appropriate Aisera web chat channel.

Type in “Contact Live Agent”.

Type in “Contact Live Agent” again.

The chatbot would now say “Routing it to Agent”.

Aisera will make a connection to ServiceNow.

In ServiceNow Agent Workspace, you would see this:

Click ‘Accept’.

Type in ‘Hello’.

You will see the ‘Hello’ in Aisera web chat. Now type something back in Aisera web chat.

You should see this in ServiceNow Agent workspace as well.

Patch for Virtual Agent API 3.5.2+:

There is an Aisera Live Agent Integration Patch with SNOW Virtual Agent API 3.5.2+. Please see your Aisera Team for a copy of this patch.