Add the Agent Application to ServiceNow

Preliminary Dependencies

Before adding the agent application to your ServiceNow instance, you must make the following preparations if you have not already done so:

• Determine and obtain any licensing requirements by ServiceNow.
• Provide the physical and/or IP connection(s) to ServiceNow and LAN.
• Install the CTI Connector App — this app installs all fields, tables, and roles used by the agent integration. You can install this app from the ServiceNow app store. Refer to product documentation supplied by ServiceNow for complete information.
• Install the CSM / ITSM plugin(s) — your setup may require 1 or both of these plugins. You must determine the requirements of your organization's system to know which of these 2 plugins you will need. You can install this app from the ServiceNow app store. Refer to product documentation supplied by ServiceNow for complete information.
• Assign required roles — any agent that will use Agent for ServiceNow require the following ServiceNow roles:
  • sn_openframe_api_user
  • sn_openframe_user
  • ITIL Admin or:
    • SN_customerservice.customer_admin
    • SN_customerservice.customer
  You must assign these roles to your desired agents within the ServiceNow platform. Refer to product documentation supplied by ServiceNow for instruction on assigning roles.

Install the Application

You can install the CXone agent application through the ServiceNow app store. Search for "CXone for ServiceNow", select the result with the same name to open the app details, and click Get. You have the option to install a different version of the CXone application based on your organization's needs. The 3 options are: ITSM (IT Service Management), CSM (Customer Service Management), or a combination of both. Continue through the installation process then move onto the next section. Refer to the product documentation supplied by ServiceNow for more information on installing applications from the ServiceNow app store.

Enable the Application

Part 1:

1. In the ServiceNow platform, search in the sidebar for OpenFrame.
2. Click Configurations under the OpenFrame category.
3. Click New to open the OpenFrame Configuration page.

4. Enter the following application details:

   • Name — name of the application in the OpenFrame Configuration list.
   • Title — text displayed in the application's header.
   • Select the Active radio button.
   • Enter a Width and Height (measured in pixels).
   You can configure additional settings on this page:

   Field	Details
   Subtitle	Additional description of the agent application that appears with the Title in the application's header.
   Order	The order number for the configuration. If users have multiple OpenFrame configurations, they can only access the configuration with the lowest order number. Note: when upgrading, this field for the existing default OpenFrame configuration is set to 1.
   Enable Collapsed View	Currently unsupported.
   Show Presence Indicator	Currently unsupported.
   Icon Class	The class of icons used for the OpenFrame window (retina-icons.css). Only supports icon-phone and icon-video values.
   Title Icon	If you want to display a custom icon in the application's header, click the lock button to unlock the field, then upload a custom icon image file.
   Configuration	If you want to display a custom icon in the application's header, click the lock button to unlock the field, then upload a custom icon image file.

5. Add which user groups that you want to use the agent application by selecting a group in the Available list, then clicking the arrow to move the selected group to the Selected list. If you want to remove groups from the Selected list, highlight the group and click the arrow to return the group to the Available list.

   You must add the required roles specified in the previous section, Preliminary Dependencies. A user must be assigned these roles to have access to the agent application.

6. Add the Base URL to the existing Application URL in the URL field:
   1. Click the padlock button to unlock the field. The Application URL will already be entered.
   2. Add the Base URL onto the end of the Application URL. The Base URL will be the Host for your instance of ServiceNow. For example, if your instance URL is "https://mysite.service-now.com", then the full URL would be https://app-crm.niceincontact.com/servicenow.html?base=https://mysite.service-now.com.
7. Click Submit.

Part 2:

1. In the filter navigator of ServiceNow, search for sys_properties.list.
2. Select glide.ui.concourse.onmessage_enforce_same_origin_whitelist.
3. Add https://app-crm.niceincontact.com to the Value field.
4. Click Save.

Refresh your browser window to view a phone icon in the top-right side of your ServiceNow toolbar. Click the icon to open the CXone for ServiceNow agent application. You may need to clear your browser cache if the phone icon does not appear after refreshing.

Configure Instance Connection

Make sure that you have logged into ServiceNow with an administrator account before performing the following steps.

Determine CRM

1. In the navigation side-menu, find the System OAuth section and click Application Registry.
2. Search for and select the CXone application that was installed (CXone Agent for ServiceNow).

3. Clear the Client Secret field and enter a unique code. Do not share this code outside of your organization or other authorized parties.

   Entering a unique code is mandatory. This code can be any alphanumeric string of characters (similar to a password).

4. In a different browser window, open the CXone Console. The Console can be accessed at console-crm.niceincontact.com.
5. Click the Company Settings tab to open the Company Settings page.
6. Click the CRM tab on the Company Settings page.
   View image

   
7. Select ServiceNow from the first drop-down.
8. Enter the Username and Password of your organization’s administrative account.
9. Enter the Hostname, which is the instance URL that you connect to ServiceNow. The format of this hostname is https://<your_organization_name>.service-now.com.
10. Copy and paste your Client ID and Client Secret from the Application Registries page in ServiceNow into the correlating fields in the CRM tab of the Company Settings page.
11. Click Save.

Enter Phone System Credentials

1. While still within the Company Settings tab of the CXone Console, click the Phone System tab.
2. If NICE CXone is not already selected in the first drop-down, select it.
3. Select User Hub in the Authentication Type field.
4. Enter the Access Key ID that your implementation representative provided you.
5. Enter the Access Secret that your implementation representative provided you.
6. Enter the appropriate URL for your Authentication Host. Contact your representative for more information. You must enter one of the following URLs based on your region:
   • na1.nice-incontact.com
   • eu1.niceincontact.com
   • au1.nice-incontact.com

   • uk1.niceincontact.com

   • ca1.niceincontact.com

7. Click Save.

Enable Phone Calls List for Users

By default, ServiceNow does not display the list of calls associated with a given record. You must manually enable this for each user in the user's details. Navigate to a the Related Lists setting in a user's details and add Phonelog>Contact as a selected list.

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