ServiceNow Integration

ServiceNow is a powerful service management solution that is natively supported by Sharpen.

To begin the configuration process, navigate to the Sharpen Store, select Apps, then install the ServiceNow Integration App.

The app will walk you through the process of setting up a new API Integration with ServiceNow.

Next, you are ready to configure the OpenFrame within ServiceNow for the Sharpen Q integration.

Setting Up the OpenFrame Configuration

> System Properties > OpenFrame

Now that you’ve installed the ServiceNow app, you’ll need to create an OpenFrame within ServiceNow to display the CTI.

Within the System Preferences, click OpenFrame, then click New. Enter the OpenFrame details below in order to link SharpenQ to the phone icon within ServiceNow.

Name

• The name of the OpenFrame configuration.

Title

• The title that appears in the OpenFrame window header.

Width & Height

• The width & height of the OpenFrame window, not including the OpenFrame header height.

  • Enter 1200 for the width and 1000 for the height.

URL

• Insert the URL below to be launched within OpenFrame.

  • Main

    • https://app.sharpencx.com/fathomQ/dashboard/console.php?hide=1&p=servicenow&topDomain=https://{SN Instance Name}.service-now.com

      • The last part of this link should be your service now URL (e.g., …https://sharpen.service-now.com)

  • IZ1

    • https://app.iz1.sharpen.cx/fathomQ/dashboard/console.php?hide=1&p=servicenow&topDomain=https://{SN Instance Name}.service-now.com

      • The last part of this link should be your service now URL (e.g., …https://sharpen.service-now.com)

URL Parameters

There are many different options to include in the URL parameters to get the CTI adapter within ServiceNow working to the customer’s desire.

The parameters are the following:

• p: used to determine which type of CTI is being loaded for console.php (string)

• topDomain: the full URL of the service now instance (string)

• resize: controls if resize buttons are present in the CTI or not (bool)

• hide: used to hide the large app header for the CTI interface (bool)

For more information on OpenFrame fields and settings, reference the ServiceNow documentation here.

Whitelisting the CTI Adapter

Before you can start using the CTI adapter and integration, a few URLs need to be whitelisted in order for the CTI adapter to talk to ServiceNow.

The following URLs need to be whitelisted:

• https://app.sharpencx.com

• https://app.iz1.sharpen.cx

• https://apps.sharpencx.com

• https://api.sharpen.cx

• https://(instance name).service-now.com

To configure the URLs to be whitelisted:

1. Navigate to the System Properties table.

   1. In the “Filter Navigator” on the top left, enter in the following: sys_properties_list.do

2. In the System Properties table, search for the glide.ui.concourse.onmessage_enforce_same_origin_whitelist.

3. In the “Value” field enter the URLs that need to be whitelisted.

   1. 

For more information, see: https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/security/reference/enable-url-whitelist-for-cross-origin-iframe-communication.html

Troubleshooting

• If the ServiceNow CTI adapter keeps logging out after you log in, you may need to change the configuration in Chrome. Another symptom is that you cannot see your queues when logged in.

  • To fix, go to chrome://flags/

  • Change “Enable removing SameSite=None cookies” to Disabled

• If the screen pop isn’t working, make sure that you followed the section to “Whitelisting the CTI adapter”.

  • If the screen pop isn’t working, you will see the error “Incoming message ignored due to origin mismatch” in the browser console logs.

• It has been observed that the CTI won’t show the entire screen when presented to the agent. The original instructions have this line included in the URL: &resize=0

  • The old instructions have you configure the URL like this:

    • https://app.sharpencx.com/fathomQ/dashboard/console.php?hide=1&p=servicenow&resize=0&topDomain=https://{SN Instance Name}.service-now.com

  • However, in testing when &resize=0 is included, parts of the Sharpen view is cut out. This is why it is suggested to not include this in the URL.

References

• ServiceNow REST API for tables (how to request data)

  • https://developer.servicenow.com/dev.do#!/reference/api/rome/rest/c_TableAPI#table-GET?navFilter=table

• ServiceNow OpenFrame Configuration

  • https://docs.servicenow.com/bundle/paris-customer-service-management/page/product/customer-service-management/task/t_CreateAnOpenFrameConfiguration.html

• Adding a System Property in ServiceNow

  • https://docs.servicenow.com/bundle/rome-platform-administration/page/administer/reference-pages/task/t_AddAPropertyUsingSysPropsList.html