ServiceNow
Enjo's integration with ServiceNow empowers support teams by automating knowledge absorption from ServiceNow Knowledge Base (KB) articles and learning from past incidents and requests to streamline support processes.
- Efficient Knowledge Access: Automated absorption of KB articles and incident histories.
- Smart Service Request Handling: Automated request type detection and form routing.
- Personalized Interaction: Permissions-aware and customizable request forms via Slack or Microsoft Teams.
- Approvals acceleration: Surface actionable approval alerts and reminders in Slack or Microsoft Teams
- Embedded Assistance: Intelligent AI assistance within the ServiceNow interface for agents working on incidents and service requests
Before starting, ensure the following:
- ServiceNow Access: You must have an account with administrative privileges.
- Enjo Access: An Enjo admin account to configure the integration.
- ServiceNow Service Account: A dedicated service account in your ServiceNow Production instance for performing tasks such as creating and updating requests, and accessing catalog items and knowledge base articles.
- Log into Your ServiceNow Instance
- Navigate to your ServiceNow instance at https://{{instance_name}}.service-now.com.
- Access the User Table
- Click on ‘All’ in the navigation menu.
- Search for ‘Users’ under “Organization” and click on it.
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- Create a New User
- In the user table view, click the ‘New’ button in the top-right corner.
- Fill in the required details for the service account.
- Ensure that the ‘Web Service Access Only’ checkbox is enabled.
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- Assign Admin Role
- In the same form, click on ‘Roles’ and then ‘Edit’.
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- Search for the ‘admin’ role and assign it to the user.
In order to add ServiceNow Connection in Enjo, OAuth must be activated on your ServiceNow instance. If not, please follow the below steps.
- Activate OAuth
- Navigate to your ServiceNow instance at https://{{instance_name}}.service-now.com.
- In the navigation menu, click ‘All’ and search for ‘System OAuth’.
- Under ‘System OAuth’, click ‘Application Registry
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- Create an OAuth API Endpoint
- Click the ‘New’ button in the top-right corner.
- Select ‘Create an OAuth API endpoint for external clients’.
- Complete the form with the required details and click ‘Submit’.
Copy the Client ID and Client Secret displayed upon submission. These will be needed for the Enjo configuration.
- Access the Enjo Dashboard
- Navigate to Settings > Apps > Connect Apps.
- Select ‘ServiceNow’ from the available apps
- Add a New ServiceNow Instance
- Click ‘Add New’ to configure a new ServiceNow instance.
- Enter the Client ID, Client Secret, and Instance URL obtained from the ServiceNow OAuth setup.
- Copy the ‘Enjo Name’, ‘Request’, and ‘Logo URL’ from Enjo to ServiceNow’s OAuth settings to establish the connection.
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- Finalise the Configuration
- Configure the connection name and set the visibility of the app connection for specific Enjo AI agents as needed.
- Click ‘Connect’ to complete the setup.
Q: Can I use the integration with multiple ServiceNow instances?
A: Yes, you can add and manage multiple ServiceNow instances in the Enjo dashboard. Each instance requires a unique configuration, including its Client ID, Client Secret, and Instance URL.
Q: OAuth is not activated in my ServiceNow instance. What should I do?
A: Follow the steps provided in this guide to activate OAuth in your ServiceNow instance. If OAuth remains unavailable, contact your ServiceNow administrator to enable it.
