How can we help?

Automating Tasks in the ServiceNow Connector

Follow

Talkdesk for ServiceNow connector unifies the agent experience by providing an integration between your call center and IT/customer service desks. The automated tasks in ServiceNow ensure that Cases, Incidents, and Users are created without requiring any user intervention on the Talkdesk side.

With automations, you can create rules, composed of events and actions, such as: 

  • When a contact is created in Talkdesk then create a contact in ServiceNow.”
  • “When an inbound call starts in Talkdesk then create a product case in ServiceNow.”
  • “When an outbound call starts in Talkdesk then create an interaction in ServiceNow.”
  • When an outbound call ends in Talkdesk then update an interaction in ServiceNow.”

These automated tasks will help streamline customer interactions and enhance the quality of service your team provides to customers.

 

Available actions for ServiceNow connector:

  • Create a consumer.
  • Create a contact.
  • Create a product case.
  • Create a product case with call log.
  • Create an incident.
  • Create an interaction.
  • Create an order case.
  • Create an order case with call log.
  • Create and pop interaction module in the Agent Workspace.
  • Pop call module.
  • Update a consumer.
  • Update a contact.
  • Update an interaction.
  • Update call log of a case.

 

Article Index: 

Prerequisites

Installing Plugins

Configuring an Automated Task

Creating a new contact when an outbound call ends

Available Actions specifications

 

 

Prerequisites

Action on Talkdesk

Description

Dependency on ServiceNow Plugin

Subscription Type

ServiceNow Target Table

Create a consumer

Creates a new Consumer in SN.

• Customer Service

• Paid

• csm_consumer

Create a contact

Creates a new Contact in SN.  The contact type can be: consumer, contact or user.

• N/A

(Contact or customer type contacts depend on Customer Service)

• N/A

• Paid

If contact type is:

• user: sys_user

• contact: customer_contact

• consumer: csm_consumer_user

create a product case

Creates a new (Product) Case in SN.

• Customer Service

• Paid

• sn_customerservice_case

create a product case with call log

Creates a new (Product) Case and also a Phone Log in SN.

• Customer Service

• Openframe

• Paid

• Free

• sn_customerservice_case

• sn_openframe_phone_log

create an incident

Creates a new Incident in SN.

• Incident

• Paid

• incident

create an interaction

Creates a new Interaction in SN.

• Interactions Management

• Free

• interaction

create an order case

Creates a new Order Case in SN.

• Customer Service Management for Orders

• Paid

• csm_order_case

create an order case with call log

Creates a new Order Case and also a Phone Log in SN.

• Customer Service Management for Orders

• Openframe

• Paid

• Free

• csm_order_case

• sn_openframe_phone_log

create and pop interaction module in the Agent Workspace

Creates and pops up a new Interaction on the Agent Workspace in SN.

• Interactions Management

• Openframe

• Free

• Free

• interaction

pop call module

Pops up a blank new call record yet to be saved.

• Service Desk Call

• Paid

• new_call

update a consumer

Updates an existing Consumer in SN.

• Customer Service

• Paid

• csm_consumer

update a contact

Updates an existing Contact in SN.

• N/A

 (Contact or customer type contacts depend on Customer Service)

• N/A

• Paid

If contact type is:

• user: sys_user

• contact: customer_contact

• consumer: csm_consumer_user

update an interaction

Updates an existing Interaction in SN.

• Interactions Management

• Free

• interaction

update call log of a case

Updates an existing Phone Log in SN.

• Openframe

• Free

• sn_openframe_phone_log

 

 

Installing Plugins

In ServiceNow, please follow these steps to confirm which plugins are installed or to install new plugins:

image9.png

  1. In the application navigator, enter “plugins” in the search filter [1]. This will take you to System Definitions > Plugins.
  2. Install or ensure that the plugins needed for the action(s) you want to take (see the “Prerequisites” section) are already installed.

 

Configuring an Automated Task

To do so, please follow these steps:

image3.png

  1. Log in to your Talkdesk account as an administrator.
  2. Navigate to Admin [1] > Integrations [2].
  3. Click on ServiceNow [3].

Note: If you are not able to see the ServiceNow integration, please submit a request to Talkdesk Support to reveal it on the "Integrations Manager" page. Please include your account’s domain in the request to expedite processing. For more information, check ServiceNow Integration Activation page.

 

image8.png

  1. Click Add New Automated Task or Add your first automated task for ServiceNow [4] if you don’t have any yet. This will take you to the automation configuration page.

image7.png

  1. In section 1, insert an event [5] and an action [6] from the drop-down menus.
  2. Use further definitions available in sections 2 and 3 according to your goal and needs.
  3. Click the Save button at the right-bottom of the page.

 

Creating a new contact when an outbound call ends

Let’s walk through the example of creating the automated task “When an outbound call ends in Talkdesk then create a new contact in ServiceNow“. 

image1.png

In section 1, “Choose an event and an action”, use the dropdown menus to configure a statement like “When an outbound call ends [1] in Talkdesk [2] then create a contact [3] in ServiceNow”.

If necessary, you can click Add filter in section 2, “Define event”, to fire this automation only when certain conditions are met.

Tip: See our full documentation on Automated Tasks Filters for more information. 

image5.png

In section 3, “Define action”, you can customize the details Talkdesk sends to ServiceNow by dragging the relevant fields into the text boxes.

Note: For more information, read the article Automated Tasks Fields.

You can customize these fields according to your preferences, however, please note the Last name [7] field is required for this automation.

Once the configuration is complete, click Save at the bottom-right of the page to activate the automated task. You can disable and re-enable this automated task at any time by switching the toggle to OFF / ON at the bottom-left of the page.

 

Available Actions specifications 

Updating a Call Log of a Case

As shown in the table in the “Prerequisites'' section, the “update call log of a case action” depends only on the free “Openframe'' plugin. However, this action cannot be used independently. To update a specific call log, it must have been previously created, and one of these actions needs to take place: (a) “create a product case with call log” or (b) “create an order case with call log”. 

Note: Currently, there is no action to create an independent call log. These must be associated with a type of recording, so only when those take place will a call log action go into effect.

For example, you can set the below automations in Talkdesk: 

image6.png

  • The first, “When an outbound call is ringing then a new order case with call log is created in ServiceNow”, is a “create an order case with call log” action. 
  • The second, “When an outbound call starts then update the case with call log in ServiceNow” is the call log automation, acting on the previous action.

In Talkdesk, you can add the automation that will enable the call log update in ServiceNow, by following the steps described in the “Configuring an Automated Task” section. 

Note: The Update Call Log Preview feature may present some limitations, namely field types that may not be supported, calls with less than 2 seconds duration that may impact the functionality of the feature, and choice fields that treat options with a comma as two different options (e.g., “optio,n” is treated as “optio” and”'n”).

 

Creating a Case

Currently, the Case Pop feature is available with the following actions when configuring Talkdesk for ServiceNow automations:

    • create a product case.
    • create a product case with call log.
    • create an order case.
    • create an order case with call log.

To configure any automation based on these actions, follow the steps described in “Configuring an Automated Task” section and be aware of the pop-up option:

image2.png

If you want the created case to automatically pop in ServiceNow, make sure that the "Should Pop" field is set as Yes. This way, then when the automation is executed, it will automatically pop up the record in ServiceNow.

image4.png

Regarding the pop-up functionality, make sure that the correct UI has been selected in the integration’s configuration options.

Note: Please fill in with your information all the mandatory inputs. Be aware that “UI Selection” must be manually inserted as “Agent Workspace” or “Classic UI”, and if you insert any other value, it will be interpreted as “Classic UI” by default.

 

Creating a (Product or Order) Case with Call Log

When a Call Log is created in ServiceNow through the “create product case with call log” or “create order case with call log” actions, the Call Log “Start Time” field in ServiceNow is automatically filled with the timestamp of the event that was triggered, for instance:

  • If the event is “inbound/outbound call is ringing” then the “Start Time” field in ServiceNow will be the timestamp when the inbound/outbound call started ringing.
  • If the event is “inbound/outbound call starts“, then the “Start Time” field in ServiceNow will be the timestamp when the inbound/outbound call started.

As mentioned above, the “Start Time” field in ServiceNow of a Call Log record will always, upon creation, be the timestamp of the event that triggered it. Therefore, it will never be left empty. 

The “Start Time” field can be later changed using the “update call log of case” action and set that value with a better timestamp.

To do that, the following automations can be set:

  • When an “inbound call is ringing in the Contact Center, then “create a new order case with call log” in ServiceNow.
  • When an “inbound call starts” in the Contact Center, then “update the case with call log” in ServiceNow

The first automation will create a new order case with its call log record, and the “Start Time” field of that call log record in ServiceNow will be the timestamp of when the inbound call started ringing.

The second automation will update the call log record previously created, and the “Start Time” field can be updated with a different value. In this case it’ll be updated with the timestamp of when the inbound call started.

Note: Currently, there is no action to create an independent call log. These must be associated with a type of recording, so only when those take place will a call log action go into effect.

 

Pop Call Module

Admins can configure an automation to pop open the call module in an agent's screen in ServiceNow when a call is made or received.

You can use this action when an inbound/outbound call starts in Talkdesk. 

Note: To use the pop call module and other additional ServiceNow features, it is recommended you also install the Service Desk Call ServiceNow plugin.

Latest update: The Service Desk Call plugin is going to be deprecated in the Quebec release. A similar outcome can be achieved using Interaction. For more details, refer to Create an interaction record in ITSM Agent Workspace.

 



All Articles ""
Please sign in to submit a request.