Enabling Relate To in Talkdesk ServiceNow Connector

The “Relate To” feature allows agents to relate a call to a ticket (Incident or Case) from a list of existing ServiceNow tickets displayed in Conversations after an inbound or an outbound call ends.

The tickets that show up are those which are active and associated with the contact. They are displayed in chronological order, with the most recent one at the top.

Note: At the moment, this feature allows relating calls (interactions) to Cases and Incidents only.

To set up the ”Relate To” feature, you must have Talkdesk ServiceNow Connector version 2.9.0 (or newer) installed in the ServiceNow instance and the Call Disposition Dialog enabled. Check how to do it in this article.

The configuration of the feature can be completed by executing the following steps:

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  1. Go to your Talkdesk account > Admin > Integrations > ServiceNow. 
  2. Click on the Configuration button and tick the “Relate to ticket” option to enable the feature.
  3. Hit the Save button.

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  1. Go back to your ServiceNow integration and check your “Automated Tasks”; click on the Create automation button, if necessary.

Notes:

  • When you install the ServiceNow connector, 4 automated tasks are added automatically to your account: 2 for inbound calls and 2 for outbound calls. They are disabled by default and you must turn them on to enable the Relate To feature.
  • These automated tasks are added by default if you install or reinstall the Talkdesk ServiceNow Connector from the Winter’22 release onwards.
  • These are the pre-configure automated tasks added automatically to the integration:
    • When an inbound call starts in the Contact Center then create a new interaction in ServiceNow.
    • When an inbound call disposition code is set in the Contact Center then update an interaction in ServiceNow.
    • When an outbound call starts in the Contact Center then create a new interaction in ServiceNow.
    • When an outbound call disposition is set in the Contact Center then update an interaction in ServiceNow.
  • These pre-configured automated tasks are configurable. You can change the way fields are filled since you don’t change the trigger event and the action of each automation. If you don’t have the automated tasks you need, you can create them by clicking on “Create Automation”. 

 

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  1. Log in to your ServiceNow instance and access the Talkdesk Integration Settings page.
  2. On the “Relate To feature” section, please select “Incidents”, ”Cases”, or both, to fetch these types of tickets in order to relate them to a call (interaction).
  3. Hit the Save button.

Notes:

  • To save the changes on the Talkdesk Integration Settings page, make sure you are under the Talkdesk application scope. 
  • The “Relate To feature” section is always available on the “Talkdesk Integration Settings” page, but the feature will only work if you go through the previous steps, and enable the feature on the Talkdesk side.

 

After enabling the Relate To feature, you are now ready to start using it. Please check Using Relate To in Talkdesk ServiceNow Connector (Conversations) and Using Relate To in Talkdesk ServiceNow Connector articles.

 

Mandatory Relate To Selection

It is also possible to enforce the selection of a Relate to ticket before logging the call information.
This option can be enabled by executing the following steps:

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  1. Go to your Talkdesk account > Admin > Integrations > ServiceNow.
  2. Click on the Configuration button to update your configuration and tick the “Mandatory Relate to” option.
    • Note: The Relate to ticket checkbox must also be ticked.
  3. Hit the Save button.

Notes:

  • Whether you are enabling or disabling the feature, in order for the change to take effect, agents currently logged in will need to refresh Conversations App.
  • After enabling the feature, Conversations will only allow the call information to be submitted once a disposition and a Relate to option are selected.

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Note: Agents will always have the ability to select the None option on the Relate to dropdown.

 

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