WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

2020-07-25T02:33:27Z

Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"

2020-07-15T11:44:56Z

Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

2020-06-12T11:46:20Z

Published

New page

{{Article
|Standalone=No
|DisplayName=How to configure the Gplus Adapter
|TocName=Adapter configuration
|Context=This section explains how to set up the Gplus Adapter for ServiceNow.
|ComingSoon=No
|Platform=PureEngage
|Prereq=
|Section={{Section
|sectionHeading=Deploy the Connector System Update Set in ServiceNow
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=To install the System Update Set, you should perform the following steps:

*Elevate your user's roles as described in the procedure to {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation|display text=Deploy the Adapter Web Resources in ServiceNow}}.
*Type "update" in the search area and expand the '''Retrieved Updates Sets''' menu, then click '''Import Update Set from XML'''.

[[File:GASN import update set.png|frameless|800x800px]]

*Choose and upload the XML file provided by Genesys.

[[File:GASN upload xml file.png|frameless|800x800px]]

*After importing the file, click '''Preview Update Set''' and then '''Commit Update Set'''.

At this stage, the '''CTI-Connector-ServiceNow''' application is deployed and visible after clicking the '''System Applications''' menu and then '''Application'''.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configure the OpenFrame page in ServiceNow
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Follow this procedure to configure the OpenFrame page in ServiceNow:

*Enter the '''OpenFrame''' menu.

[[File:GASN enter openframe menu.png|frameless|300x300px]]

{{NoteFormat|If the OpenFrame menu is not visible, it means the '''Customer Service plugin''' is missing. Before performing the following steps, the '''OpenFrame plugin''' must be installed. To enable the OpenFrame menu, check {{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation|display text=Enable OpenFrame menu in ServiceNow}}.|}}

*Fill the URL field with the following one: '''x_sofin_gplus_adap_GPlusPage.do'''.

[[File:GASN fill url field.png|frameless|1000x1000px]]

*Add the following parameters in the configuration tab:
<syntaxhighlight lang="javascript">
{"instance": "https://localhost:7777", "branding": "genesys_logo.png", "language": "en-US", "screenpopnew": false, "defaultEntity": "sn_customerservice_case", "defaultContact": "customer_contact"}
</syntaxhighlight>
{{{!}} class="wikitable"
{{!}}+
!Key
!Value
!Description
{{!}}-
{{!}}Screenpopnew
{{!}}default: false
{{!}}Search for associated Cases or Incidents for every new interaction:

*Presence of one Case/Incident: entity is opened.
*Presence of several Cases/Incidents: list is displayed.
*Absence of Cases/Incidents: new Case/Incident is created.
{{!}}-
{{!}}defaultEntity
{{!}}possible values:

*sn_customerservice_case
*incident
{{!}}
*sn_customerservice_case: default entity is Case.
*incident: default entity is Incident.
{{!}}-
{{!}}defaultContact
{{!}}default: customer_contact
possible values:

*customer_contact
*sys_user
{{!}}
*customer_contact: search for Contacts in customer_contact table (typically applies to Cases).
*sys_user: search for Contacts in sys_user table (typically applies to Incidents).
{{!}}}

*Assign the '''"sn_openframe_user"''' role to any user or group that will use the Gplus Adapter.<br />
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Configure the Gplus Adapter CSS images
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=Follow this procedure to configure the CSS images for the Gplus Adapter.

*Open '''ServiceNow Studio'''.
*Select the '''Gplus-Adapter-ServiceNow''' application.
*Choose the required file in the left-hand panel.

[[File:GASN 31 left-hand panel.png|frameless|454x454px]]

*Select '''iwstoolbar.css''' and click '''Manage Attachment'''.

[[File:GASN 32 manage attachment.png|frameless|800x800px]]

*Choose the files in the '''Attachments''' folder provided with the installation package as shown in the image below.

[[File:GASN 33 attachments installation package.png|frameless|800x800px]]

*To retrieve the CSS code snippet, rename the ServiceNow instance adding '''"/x_sofin_gplus_adap_css_generator.do"''' in its end (<nowiki>https://<servicenowinstance>.service-now.com/x_sofin_gplus_adap_css_generator.do</nowiki>).

[[File:GASN 34 retrieve css code snippet.png|frameless|800x800px]]

*Replace the code into the '''iwstoolbar.css''' style under the /* replace area start */ tag in ServiceNow Studio.

[[File:GASN 35 replace code.png|frameless|800x800px]]

*Click '''Update''' to save the configuration.
|structuredtextwide=
|FAQHeading=
|Status=No
}}{{Section
|sectionHeading=Relevant links
|anchor=
|alignment=Vertical
|Media=
|image=
|structuredtext=*{{Link-SomewhereInThisVersion|manual=Admin|topic=Adapter_installation}}
*{{Link-SomewhereInThisVersion|manual=Admin|topic=Screen_pop_configuration}}
|structuredtextwide=
|FAQHeading=
|Status=No
}}
}}

@@ Line 5: / Line 5: @@
 |Context=This section explains how to set up the Gplus Adapter for ServiceNow.
 |ComingSoon=No
-|Platform=GenesysEngage-onpremises
+|Platform=GenesysEngage-cloud
 |Prereq=
 |Section={{Section

GASN/Current/Admin/Adapter configuration - Revision history

WikiSysop: Text replacement - "\|Platform=([^\|]*)GenesysEngage-onpremises([\|]*)" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|]*)PureEngage([\|]*)" to "|Platform=$1GenesysEngage-onpremises$2"

Aiuliano: Published

WikiSysop: Text replacement - "\|Platform=([^\|])GenesysEngage-onpremises([\|])" to "|Platform=$1GenesysEngage-cloud$2"

WikiSysop: Text replacement - "\|Platforms?=([^\|])PureEngage([\|])" to "|Platform=$1GenesysEngage-onpremises$2"