Configure ServiceNow connector for Webex Contact Center

Use this article to configure the ServiceNow connector. The ServiceNow connector is an Interactive Voice Response (IVR) connector that creates or extracts information from ServiceNow and uses it to make routing decisions. It uses certificate-based authentication to meet advanced enterprise security requirements.

The ServiceNow connector provides advanced authentication methods within the HTTP Request activity, designed for use within the Flow Designer module. You can update and rotate certificate configurations easily within Webex Control Hub.

Configuring the ServiceNow connector is a step-by-step procedure that involves the following tasks:

Creating the public and private key certificates
Uploading the certificate on the ServiceNow instance
Creating a ServiceNow technical user
Configuring the ServiceNow OAuth application
Configuring the ServiceNow connector in Webex Contact Center

See the following sections for details.

Create public and private key certificates

Install OpenSSL.

Run the following commands:

cd OpenSSL-Win64\bin
openssl genrsa -des3 -passout pass:ServiceNow123 -out server.pass.key 2048
openssl rsa -passin pass:ServiceNow123 -in server.pass.key -out server.key
openssl req -new -key server.key -out server.csr

What to do next

Upload the certificate on ServiceNow.

Upload the certificate on ServiceNow

Before you begin

Create the public and private key certificates.

1	On the main menu, search for x.509 certificate and create a new record.
2	Enter a name and description.
3	Keep PEM as the format.
4	Use Trust Store Cert as the type.
5	Copy the content of the `server.crt` file in the PEM section. *Certificate record*
6	Click Validate / Install trusted Code Signing cert. *Validate and install trusted certificate*

What to do next

Create a ServiceNow technical user.

Create a ServiceNow technical user

Before you begin

Create the public and private key certificates.
Upload the public certificate on the ServiceNow instance.

1	From the main menu, go to the Users section and create a new user.
2	Enter a user ID and select Machine as the identity type.
3	If you use a certificate grant, enter an email address.
4	Make sure the Web Service Access only check box is enabled. This option might not be available for developer instances.
5	Click Save. *Technical user*
6	Assign the roles required for the ServiceNow APIs. The following roles are required: `sn_cti_core.service` `sn_openframe_api_user` `sn_customerservice.consumer_agent` *Required roles*

What to do next

Configure the ServiceNow OAuth application.

Configure ServiceNow OAuth application

Before you begin

Create the public and private key certificates.
Upload the public certificate on the ServiceNow instance.
Create a ServiceNow technical user.

1	On the main menu, search for Application registry and click New to create a new record.
2	Select New Inbound Integration Experience. *New inbound integration experience*
3	Click New Integration and select OAuth - JWT bearer grant. *OAuth JWT bearer grant*
4	Enter a name. The Client ID and Client secret are generated when you save the application. *Application details*
5	Turn off the Enable JTI verification option.
6	Click + to add a JWT verifier map.
7	Enter a name, copy the generated Kid, and select the certificate that you created. *JWT verifier map*
8	Configure the Auth scope as follows: *Auth scope*

Create ServiceNow Connector on Webex Contact Center

Before you begin

Create the public and private key certificates.
Upload the public certificate on the ServiceNow instance.
Create a ServiceNow technical user.
Configure a ServiceNow OAuth application.

1	Sign in to your customer organization in Control Hub.
2	Navigate to Services > Contact Center > Tenant Settings > Integrations > Connectors.
3	On the ServiceNow card, click Set Up or Add more.
4	On the Add configuration details page, enter the following details: Name Enter a unique name for the connector. Resource domain Enter the URL of your ServiceNow instance. Grant type Choose `client_certificate`. Client ID Enter the Client ID from the ServiceNow application. Client Secret Enter the Client secret from the ServiceNow application. Public key (certificate) Enter the public key certificate. Private key (certificate) Enter the private key certificate. Token URL Enter the domain name with the suffix `/oauth_token.do`. Scope Leave the default scope as it is.
5	Click Save to save the configuration. Webex Contact Center validates connectivity to the ServiceNow connected application. If the connection is successful, the system saves the credentials and displays a confirmation message.

What to do next

After you successfully save the connector, you can use it in Flow Designer. For more information, see the HTTP Request settings section in the Flow Designer Guide.

Cisco AI Assistant

Thanks for your feedback.