How to integrate Digital DX AI with ServiceNow

As a first step in setting up the Digital DX Rapid Helpdesk solution, set up the ServiceNow NodeJS provider integration in Digital DX AI.

Make sure you have completed the following:
  • Created an API key in Digital DX AI that has access to your knowledge base and has write permissions for knowledge base
  • Set up OAuth in ServiceNow and have your OAuth API endpoint client ID and secret ready
  • Created a user in ServiceNow that will be making the requests to the API on behalf of the user
For more information see ServiceNow's documentation here.

The Digital DX Rapid Helpdesk includes a bot that enables users to do the following in ServiceNow:

  • Create a new incident
  • Update an existing incident
  • Check the status of an existing incident
  1. Download the relevant executable file.
    • If you are using Windows, download this file.
    • If you are using macOS, download this file.
    Important: The executable file is going to generate some files in the same folder where you download it. Make sure you have write access to this folder.
  2. Download the sample configuration file.

    You can use this file to provide the data the script needs:

    Table 1. Name mapping between json template and script
    Name in json file Name in script
    instanceName ServiceNow instance name
    clientId
    Note: If you use basic authentication, you can delete this name from the file.
    		 OAuth API Endpoint Client ID
    clientSecret
    Note: If you use basic authentication, you can delete this name from the file.
    		 OAuth API Endpoint Client Secret
    username ServiceNow username
    password ServiceNow password
    bold360Account Digital DX AI Account
    bold360Kb Digital DX AI Knowledge Base
    bold360ApiKey Digital DX AI API key
    Important: If you decide to use this file, make sure you rename it to config.json so that the script recognizes it.
  3. Run the script.

    If you downloaded the configuration file and provided the required values in it, all values will be populated automatically in the script. If not, provide the following when prompted and press Enter:

    • ServiceNow instance name
    • Select authentication method between basic and OAuth
    • OAuth API Endpoint Client ID if you selected OAuth as authentication method
    • OAuth API Endpoint Client Secret if you selected OAuth as authentication method
    • ServiceNow username
    • ServiceNow password
  4. This executable is going to create all the required articles for the bot in your knowledge base in Digital DX AI.

    If you downloaded the configuration file and provided the required values in it, all values will be populated automatically in the script. If not, provide the following when prompted and press Enter:

    • Digital DX AI Account

      Your Digital DX AI account name is what comes before nanorep.co in your Digital DX AI account URL.

    • Digital DX AI Knowledge Base

      You can see what your knowledge base is called at the top of the menu on the left in Digital DX AI.

    • Digital DX AI API key

      Make sure your API key has access to the knowledge base you specified in the previous step and has write permissions for knowledge base.

    Result: Once the script is done running, you'll see Done in the command line. You can close the script.

You should have a folder named servicenow-rapid-help-desk in the folder where you downloaded the executable file and it contains the following:
  • a providers folder with the following files in it:
    • create-incident.detect.js
    • create-incident.get.js
    • get-incident.detect.js
    • get-incident.get.js
    • get-open-incidents.get.js
    • update-incident.detect.js
    • update-incident.get.js
  • a widget-settings.json file.
You'll need the contents of the providers folder when setting up the providers. The widget-settings.json file is for configuring the widget.

The script also added all the required articles to your knowledge base.

What's Next? Set up the providers.