GASN/Current/Admin/Config - Revision history

WikiSysop at 23:45, July 30, 2022

2022-07-30T23:45:50Z

Margarethe.nitzsche@softphone.it: Published

2021-08-02T15:49:46Z

Published

New page

{{Article
|Standalone=No
|DisplayName=How to configure the Gplus Adapter
|TocName=Configuration
|Context=Procedure to configure the Adapter with ServiceNow.
|ComingSoon=No
|Section={{Section
|alignment=Vertical
|structuredtext=If you have already {{Link-SomewhereInThisVersion|manual=Admin|topic=Install|display text=installed the Gplus Adapter}}, the following procedure explains how to import the Gplus Adapter in ServiceNow.

{{NoteFormat|Before proceeding with the following steps, make sure that the '''OpenFrame plugin''' is enabled in ServiceNow. If it is not, comply with the indications provided in {{Link-SomewhereInThisVersion|manual=Admin|topic=Install}}.|}}

{{NoteFormat|The Adapter will not encounter any conflicts with preexisting customizations or specific configurations.|}}
|Status=No
}}{{Section
|sectionHeading=Deploy the Adapter System Update Set in ServiceNow
|alignment=Vertical
|structuredtext=To install the System Update Set, follow this procedure:

*Elevate your user’s roles as described in the procedure used to {{Link-SomewhereInThisVersion|manual=Admin|topic=Install|display text=deploy the Adapter Web Resources in ServiceNow}}.
*Search for '''Update Sets''' and go to '''Retrieved Update Sets'''.
*Click '''Import Update Set from XML'''.

[[File:GASN import update set.png|frameless|600x600px]]

*Choose and upload the XML file provided ('''Gplus_Adapter_ServiceNow_9_0_002_0''').

[[File:GASN upload xml file.png|frameless|600x600px]]

*Once it is uploaded, open it and click '''Preview Update Set''' in the upper right to deploy the environment changes.

{{NoteFormat|In the case of conflicts, you can perform several actions such as skipping, deleting or accepting them.|}}

*Click '''Commit Update Set'''.

You have imported the solution into ServiceNow. Check it searching for the '''Studio''' section and clicking it. It will open in a new tab and display the '''Gplus-Adapter-ServiceNow''' under the available applications.
|Status=No
}}{{Section
|sectionHeading=Configure the OpenFrame page in ServiceNow
|alignment=Vertical
|structuredtext=Before proceeding and checking the instance, you need to fully enable the solution by creating the configuration that will load it for any desired user.

*Search for '''OpenFrame''' in the search area and choose '''Configurations'''.

{{NoteFormat|If the OpenFrame menu is not visible, it means the '''Customer Service plugin''' is missing. Before proceeding with the following steps, make sure that the '''OpenFrame plugin''' is enabled in ServiceNow. If it is not, comply with the indications provided in {{Link-SomewhereInThisVersion|manual=Admin|topic=Install}}.|}}

*Click '''New''' and fill all required fields.

{{NoteFormat|If you are using the '''Agent Workspace''', remember to check the '''Show presence indicator''' box.|}}

{{NoteFormat|User Groups are a useful feature, enabling you to associate the Adapter only to specific agents or agent groups. If you do not need this, you can just leave the default settings.|}}

*Fill in the following URL in the dedicated field: '''x_sofin_gplus_adap_GPlusPage.do'''.

[[File:GASN fill url field.png|frameless|800x800px]]

*Provide the following parameters in the configuration tab:
<syntaxhighlight lang="javascript">
{"instance": "https://<ServiceNow Instance>", "branding": "genesys_logo.png", "language": "en-US", "screenpopnew": false, "defaultEntity": "incident", "defaultContact": "sys_user"}
</syntaxhighlight><br />

{{NoteFormat|When filling out these parameters, you have to replace <ServiceNow instance> with your own.|}}
<br />
{{{!}} class="wikitable"
{{!}}+
!Key
!Value
!Description
{{!}}-
{{!}}Screenpopnew
{{!}}default: false
{{!}}Search for associated Cases or Incidents for every new interaction:

*One Case/Incident found: entity is opened
*Multiple Cases/Incidents found: list is displayed
*No Cases/Incidents found: new Case/Incident is created
{{!}}-
{{!}}defaultEntity
{{!}}default: incident
possible values:

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

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

To save the configuration, '''right-click the upper bar''' and select '''Save''' from the drop-down menu.

Now '''refresh''' the page: if a telephone icon appears in the upper right, you are all set. Click it for the OpenFrame area to appear.

While the system administrator has all required permissions, users do not. Therefore, you have to assign the OpenFrame user role ('''sn_openframe_user''') to any user or group that will work with the Gplus Adapter for ServiceNow.

*Click the Role module in the User Administration application menu.
*Select New to create a new role.
*Fill the Name field with sn_openframe_user and optionally enter a description.
*Click Submit and the role is created.
*Choose the Contains Role tab and then Edit.
*Assign it to the desired agent or group of agents and click Save.

This will grant the selected users or groups to work with the Adapter.

{{NoteFormat|If a user is not assigned the '''“sn_openframe_user”''' role, they will not be able to work with the Gplus Adapter for ServiceNow.|}}
|Status=No
}}{{Section
|sectionHeading=Configure the Gplus Adapter CSS images
|alignment=Vertical
|structuredtext=The following procedure helps you configuring the CSS images for the Gplus Adapter:

*Open the '''ServiceNow Studio'''.
*Select the '''Gplus-Adapter-ServiceNow''' application.
*Pick '''iwstoolbar.css''' in the left-hand panel and click '''Manage Attachment''' in the upper right.

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

*Choose all files in the '''Attachments''' folder provided with the installation package as shown in the image below, then close the pop-up window.

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

*In the URL field, provide the ServiceNow instance adding '''"/x_sofin_gplus_adap_css_generator.do"''' in its end (https://<ServiceNow Instance>.service-now.com/x_sofin_gplus_adap_css_generator.do) to retrieve the CSS code snippet.

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

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

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

*Click Update to save the configuration.
|Status=No
}}
}}

@@ Line 7: / Line 7: @@
 |Section={{Section
 |alignment=Vertical
-|structuredtext=If you have already {{Link-SomewhereInThisVersion|manual=Admin|topic=Install|display text=installed the Gplus Adapter}}, the following procedure explains how to import the Gplus Adapter in ServiceNow.
+|structuredtext=If you have already {{Link-SomewhereInThisVersion|manual=Admin|topic=Install|display text=installed the Gplus Adapter}} , the following procedure explains how to import the Gplus Adapter in ServiceNow.
-{{NoteFormat|Before proceeding with the following steps, make sure that the '''OpenFrame plugin''' is enabled in ServiceNow. If it is not, comply with the indications provided in {{Link-SomewhereInThisVersion|manual=Admin|topic=Install}}.|}}
+{{NoteFormat|Before proceeding with the following steps, make sure that the OpenFrame plugin is enabled in ServiceNow. If it is not, comply with the indications provided in How to {{Link-SomewhereInThisVersion|manual=Admin|topic=Install|display text=install the Gplus Adapter}}.|}}{{NoteFormat|The Adapter will not encounter any conflicts with preexisting customizations or specific configurations.|}}
 |Status=No
 }}{{Section
@@ Line 24: / Line 22: @@
 [[File:GASN import update set.png|frameless|600x600px]]
-*Choose and upload the XML file provided ('''Gplus_Adapter_ServiceNow_9_0_002_0''').
+*Choose and upload the XML file provided ('''Gplus_Adapter_ServiceNow_'''<''VERSION''>'''.xml''').
 [[File:GASN upload xml file.png|frameless|600x600px]]
@@ Line 51: / Line 49: @@
 {{NoteFormat|User Groups are a useful feature, enabling you to associate the Adapter only to specific agents or agent groups. If you do not need this, you can just leave the default settings.|}}
-*Fill in the following URL in the dedicated field: '''x_sofin_gplus_adap_GPlusPage.do'''.
+*Fill in the following URL in the dedicated field: '''x_inics_gplus_adap_gpluspage.do'''
 [[File:GASN fill url field.png|frameless|800x800px]]
@@ Line 57: / Line 55: @@
 *Provide the following parameters in the configuration tab:
 <syntaxhighlight lang="javascript">
-{"instance": "https://<ServiceNow Instance>", "branding": "genesys_logo.png", "language": "en-US", "screenpopnew": false, "defaultEntity": "incident", "defaultContact": "sys_user"}
+{"instance": "https://<ServiceNow Instance>", "branding": "genesys_logo.png", "language": "en-US", "screenpopnew": false, "defaultEntity": "incident", "defaultContact": "sys_user" , "customContactField": "<contact table field to be searched>", "customContactValue": "<genesys attach data key name to be used to search the contact>"}
 </syntaxhighlight><br />
@@ Line 68: / Line 66: @@
 !Description
 {{!}}-
-{{!}}Screenpopnew
+{{!}}instance
 {{!}}default: false
 {{!}}Search for associated Cases or Incidents for every new interaction:
@@ Line 82: / Line 87: @@
 *incident
 *sn_customerservice_case
 {{!}}
 *incident: default entity is Incident
 *sn_customerservice_case: default entity is Case
 {{!}}-
 {{!}}defaultContact
@@ Line 95: / Line 102: @@
 *sys_user: search for Contacts in sys_user table (typically applies to Incidents)
 *customer_contact: search for Contacts in customer_contact table (typically applies to Cases)
 {{!}}}
 To save the configuration, '''right-click the upper bar''' and select '''Save''' from the drop-down menu.
@@ Line 129: / Line 152: @@
 [[File:GASN 33 attachments installation package.png|frameless|800x800px]]
-*In the URL field, provide the ServiceNow instance adding '''"/x_sofin_gplus_adap_css_generator.do"''' in its end (https://&lt;ServiceNow Instance&gt;.service-now.com/x_sofin_gplus_adap_css_generator.do) to retrieve the CSS code snippet.
+*In the URL field, provide the ServiceNow instance adding '''"/x_inics_gplus_adap_css_generator.do"''' in its end (https://&lt;ServiceNow Instance&gt;.service-now.com/x_inics_adap_css_generator.do) to retrieve the CSS code snippet.
-[[File:GASN 34 retrieve css code snippet.png|frameless|800x800px]]
+[[File:GASN CSS Generator.png|800x800px]]
 *In the ServiceNow Studio, replace the code into the '''iwstoolbar.css''' style under the '''/* replace area start */''' tag.