a user interacting with various Webex bots in different messaging spaces
Examples of Cisco-developed bots in use

Bots in Webex App

Bots can help to extend the functionality of Webex App to include a third-party app. You can add bots to Webex App spaces and interact directly with the third-party app from the space. When you've added the bot to the space, you can send ahelpmessage to the bot and the response includes the commands that the bot supports.

You can add a bot to any type of space; add a bot to your project space with other people and interact directly with the third-party app from your space. Or you can create a space with just you and the bot to interact with the third-party app.

Webex App Hub contains a catalog of bots and apps developed by Cisco and third-party developers.

Cards in Webex App

Bots present information within in various ways. Bot cards make it easier for users to interact directly with the bot’s response to a command. You can select from drop-down menus, use buttons, and even use text fields to update and gather information.

See Buttons and Cards for your Webex App.

Report any issues on the bot with cards to devsupport@webex.com.

If your administrator has enabled the bot for non-admins in your organization, you can add and interact with the ServiceNow bot in a Webex App space.

Add ServiceNow bot

Before you begin

Your ServiceNow administrator must allow bot access, as described in the Admins tab, before you can interact with the bot.

1

In the Webex App bar, select Add button > Show chatSend direct message.

2

Type@ServiceNow to search for the bot.

3

Choose ServiceNow bot from the list to open a space.

What to do next

The bot creates a space with a Welcome Card and a Link ServiceNow Account button. If you are ServiceNow administrator, please click the button and complete the bot setup process as explained in the Admins tab.

If you’re not an admin, please ask your ServiceNow administrator to complete the bot setup process for non-admin users to interact with the bot.

Report an incident

Create an incident in ServiceNow from a space.

1

In the ServiceNow bot space, typehelpand send the message.

2

Select Report incident and enter the name of the person that reported the issue, then click Search for the caller.

3

Enter the description, incident state, and notifications, then select Submit incident.

Search for an incident

Find an incident with the incident number or date created.

1

Typehelpin the ServiceNow bot space and choose Get incident on the card.

  • By recents––Choose By recents to see the list of recently opened incidents.
  • By incident number––Choose Search incident to enter the incident number.
2

Select Get incident again to view incident details.

Update and resolve incidents

Use the bot card to update or resolve incidents.

1

In the ServiceNow bot space, typehelpand send the message.

2

Search for the incident you want to manage.

3

From the Incident details card, choose:

  • Update––To change the description and state of the incident. To update other details, click View in ServiceNow.
  • Mark as resolved––To provide the resolution code and add resolution notes.
Your notes are visible in the ServiceNow app.

Connect Webex App with ServiceNow, then configure bot settings and permissions to allow bot access for non-admin users.

Add the bot

First, create a space with the ServiceNow bot to link your account. If you use a firewall or limit access to your domain, allow these IP addresses.

1

In the app header, select Add button > Send a direct message.

2

Enter the bot nameServiceNow.bot@webex.botand create the space.

3

Enterhelpand send the message.

4

Select Link ServiceNow Account in the bot card.

5

In the setup webpage, enter your ServiceNow domain (excluding:.service-now.com).

6

Open another browser window to complete the Admin setup steps in Service Management.

Keep both windows open throughout setup.
Admin setup

Create an Integration User profile

Next, create a profile that applies permissions for interacting with the bot to all non-admin users in your organization.

  1. Sign in to your ServiceNow admin account, then search forUsersin the Filter navigator.

  2. Under Organization, select Users > New.

  3. AddIntegration_Userto the User ID field, set a password, then select the Internal integration user box and Submit.

  4. From the user list, select the Integration_User profile and select the Roles tab at the bottom of the page.

  5. Click Edit and select admin in the collection list, then click Add and Save.

  6. Select Update at the top of the user profile page.

  7. In the setup webpage, at the bottom of the Connect to ServiceNow page, click Validate.

Set up the domain

Register the Integration_User profile and apply bot settings.

  1. From your ServiceNow application, log out of your admin account and log in asIntegration_Userwith the password you previously created.

  2. In the setup webpage, select Logged in to Integration User Account, then Proceed to Admin Setup.

  3. Before adding the Client ID and Secret, copy the Redirect URL, then go back to your ServiceNow application.

  4. Search forapplication registryin the Filter navigation and select Application Registry.

  5. Click New > Create an OAuth API endpoint for external clients.

  6. Enterwebex service now Appfor the application name, then click unlock to paste the Redirect URL copied from the setup window.

  7. In the setup webpage, click How do I find my ServiceNow Client ID, Secret, and Redirect URL, then scroll down to Step 4 and copy the logo URL.

  8. In your ServiceNow application, click unlock to paste the Logo URL, then Submit.

  9. Select webex service now App from the list, copy the Client ID, and then click unlock to copy the Client Secret.

  10. Add the Client ID and Client Secret in the setup window, then click Continue and Allow to connect webex service now App to your account.

  11. Choose the required fields for raising an incident, then click Continue.

Configure bot and apply permissions

Link the email ID and domain name to allow access for all non-admin users. Then, configure the bot request and response parameters, and apply data access permissions.

  1. From your ServiceNow application, search forscripted rest APIsin the Filter navigation, then select Scripted REST APIs.

  2. Click New, addWebex scripted APIas the name, then copy and paste it into the API ID field, then click Submit.

  3. From the Scripted REST APIs list, click theWebex scripted APIand select the Resources tab at the bottom of the page.

  4. Click New, addWebex scripted APIas the resource name, and change the HTTP method to POST.

  5. Copy the script from the How do I find my ServiceNow Client ID, Secret, and Redirect URL instructions, scroll down to Step 6 and copy and paste the script into the Script field.

    Make sure you replace any existing text, then click Submit.

  6. Copy the Base API path in the top left of the user profile, then click Update.

  7. In the setup webpage, add your ServiceNow admin email ID and paste the Base API path, then click Save and Close window.

Complete setup

Once you finished setting up the Integration_User profile, limit the access to Web Service only to prevent changes to its settings.

  1. In your ServiceNow application, search forUsersin the Filter navigator.

  2. From the user list, select the new user profile and click Edit.

  3. Select the Web service access only box, then click Update and log out of Service Management.

Troubleshoot

Error message: Cannot perform the requested action as specified email ID is not registered as a user in the ServiceNow instance. Please contact your ServiceNow account administrator.

ServiceNow admin fix: Add the user receiving the error to the users list for the instance.