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Installing Talkdesk for ServiceNow

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This article is focused on the steps to install and configure the Talkdesk for ServiceNow app.

Note: You can find the Installation Guide PDF in our listing in the ServiceNow Store, under the “Supporting Links and Docs” section.

Before starting, first ensure you have one of the compatible versions of ServiceNow, meaning Jakarta or newer.

Next, go to our listing in the ServiceNow Store to be able to download the Talkdesk for ServiceNow app. 

Note: You’ll need credentials to your Service Now HI (Hosted IT Infrastructure Library) portal to proceed.

And then follow the instructions below to complete the installation of the Taskdesk app into your ServiceNow environment.

 

Application Dependencies

Configuration Instructions

Generating a New Client Secret (mandatory)

Creating a Generic User Account (mandatory)

Talkdesk CTI OpenFrame

Adding Fields to the Preview Functionality

Configuring Custom Fields in Transform Maps

Configuring the Click-to-Call Functionality

Granting Talkdesk Roles and Privileges (mandatory)

Connecting With External Systems

 

Application Dependencies

  • List of required plugins:

Dependency

Version

Interactions Management

 

Oauth 2.0

1.0.0

Openframe

1.11.9

System Import Sets

 

 

  • List of required system table permissions:
    • N/A

Configuration Instructions

After installing the application, complete the following steps. Note that some of them are optional, depending on the features you want to use.

 

Generating a New Client Secret (mandatory)

In order to generate a new client secret, you must follow the next steps:

  1. Navigate to System OAuth > Application Registry to display the applications’ registries records.
  2. Open the Talkdesk record.
  3. Delete the content from the Client Secret field.
  4. Save the changes. A new client secret will be automatically generated.
  5. Click on the lock icon next to the Client Secret field to see its value.
  6. Note down the Client ID and the Client Secret values because they’ll be needed to set up the integration on the Talkdesk side.

Note: If the form is read-only and you cannot change any value, make sure you are under the Talkdesk application scope; since this record belongs to the Talkdesk application, any change has to be under it.

 

Creating a Generic User Account (mandatory)

Some actions on the ServiceNow instance require creating a new technical user account on the Talkdesk side. 

In order to create a user account, follow these steps:

  1. Navigate to System Security > Users and Groups > Users to display all the users in the ServiceNow instance.
  2. Click New.
  3. Populate all mandatory fields with the necessary information.
  4. Set the Web “Service Access Only” field as true (optional).
  5. Grant the “x_talkd_td.admin” role to this user account.
  6. Note down the Username and Password values because they’ll be needed to set up the integration on the Talkdesk side.

 

Talkdesk CTI OpenFrame

In order to pop resources via Talkdesk CTI in OpenFrame, you must add a new OpenFrame Configuration. The following steps show you how to do this:

  1. Navigate to OpenFrame > Configurations to display the OpenFrame Configurations list.

Click New and fill in the fields:

  • “Name”: Talkdesk CTI UI Page
  • “URL”: x_talkd_td_talkdesk_cti_client.do
  • “Width”: 410
  • “Height”: 410
  • “Icon Class”: icon-phone
  • “Active”: true
  1. Save the changes.
  2. In the application navigator, type: sys_properties.list

Note: If the form is read-only, and you cannot change the value, make sure you are under the Global application scope. Since this record belongs to the Global application, any change has to be under it.

  1. After a hard refresh, the Talkdesk Agent must log in to the OpenFrame with their Talkdesk credentials.

Note: In order to use the OpenFrame CTI, all agents have to be identified with“sn_openframe_user”.

 

Adding Fields to the Preview Functionality

In order to add fields to the preview functionality available when creating automations in Talkdesk Main, it’s necessary to add those fields on the Talkdesk Mapping table:

  1. Navigate to Talkdesk > Field Mappings.
  2. Click New and fill in the fields:.
    • “Table”: The table where the field you want to display in Talkdesk Main belongs to.
    • “Field”: The field you want to display in Talkdesk Main.
  3. Save the changes.

 

Configuring Custom Fields in Transform Maps

In order to get the custom fields populated through automation, you’ll first need to complete the previous step (Adding Fields to the Preview Functionality), then add those custom fields in the transform map.

Note: This needs to be done on the Talkdesk application side.

  1. Create the field in the import set table; navigate to System Definition > Dictionary.
  2. Click New and fill in the fields:
    • “Table”: One of the tables starting by: “x_talkd_td_”.
    • “Type”: String.
    • “Column label”: Exactly the same label of the field on the target table where you want it to be mapped.
    • “Column name”: Exactly the same name of the field on the target table where you want it to be mapped.
    • “Max length”: Up to the customer, depends on the information that is being passed on this field.
    • Save the changes.
  3. To add the field in the transform map, navigate to System Import Sets > Administration > Transform Maps.
  4. In the transform map, select where you want to add the custom field, then click New in the “Field Map” entries.  
  5. Fill in the “Source” field with the field you created in the first step of this list, and the “Target” field with the field you want the data to be transformed into.

 

Configuring the Click-to-Call Functionality

In order to set up the click-to-call functionality, you must first run a script in the global scope to add the Talkdesk Click-to-Call UI macro to the Phone Number type fields. The following steps will guide you through that process.

  1. Navigate to System Definition > Scripts - Background.
  2. Run the following script:
/*

  NOTE: This script has to run in a ServiceNow instance as a background script 

  in the global scope with the version 2.8.0 of Talkdesk application installed.

*/

//Deactivate all the field decorators except the 'Call with Talkdesk'

var deactivateFD = new GlideRecord("sys_declarative_action_assignment");

deactivateFD.addQuery("model", "=", "15920e6d534723003eddddeeff7b1244");

deactivateFD.addQuery("field_type”, "=", "ph_number");

deactivateFD.addQuery("label", "!=", "Call with Talkdesk”);

deactivateFD.query();

while (deactivateFD.next()) {

    deactivateFD.active = false;

    deactivateFD.update();

}

//------------------------

//Add the UI macro on all phone number type fields

var addUIMacro = new GlideRecord("sys_dictionary");

addUIMacro.addEncodedQuery("internal_type=ph_number");

addUIMacro.query();

while (addUIMacro.next()) {

    var attributes = addUIMacro.attributes;

    if (addUIMacro.attributes.includes('field_decorations') && addUIMacro.attributes.includes('x_talkd_td_call_with_talkdesk')) {

        gs.log('UI Macro already added');

    } else if (addUIMacro.attributes.includes('field_decorations=') && !addUIMacro.attributes.includes('x_talkd_td_call_with_talkdesk')) {

        var newAttribute = attributes.replace('field_decorations=', 'field_decorations=x_talkd_td_call_with_talkdesk;');

        addUIMacro.attributes = newAttribute;

        addUIMacro.update();

        gs.log('UI Macro added');

    } else {

        var newAttribute = 'field_decorations=x_talkd_td_call_with_talkdesk,';

        addUIMacro.attributes = newAttribute + attributes;

        addUIMacro.update();

        gs.log('UI Macro added');

    }

}


Granting Talkdesk Roles and Privileges (mandatory)

In order to use the features involved in our Talkdesk application, it’s necessary to grant to all the Talkdesk Agents the necessary roles.

All the ServiceNow user accounts with Talkdesk Agent user accounts must be assigned the “x_talkd_td.user” role before they can use the features as designed.

Likewise, all the ServiceNow user accounts with Talkdesk Administrator user accounts must be assigned the “x_talkd_td.admin” role to use the features as designed and change the value of Talkdesk properties.

Our Talkdesk application makes use of and integrates with ServiceNow modules such as Incidents, Orders, and Interactions. In order to see each type of record, the ServiceNow user accounts with Talkdesk Agent user accounts should have all the necessary roles to match the ACL’s on your ServiceNow instance.

 

Connecting With External Systems

The following information is necessary to successfully connect Talkdesk to the ServiceNow instance:

  • Instance URL.
  • The Client ID and Client Secret of the Talkdesk application (can be found in the System OAuth > Application Registry > Talkdesk).
  • The Username and Password created above. 


After these steps are completed, you are ready to move on to the next phase, the integration activation. Please check the ServiceNow Integration Activation article to learn more.

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