Disclaimer

This repository is community supported and not maintained by Mattermost. Mattermost disclaims liability for integrations, including Third Party Integrations and Mattermost Integrations. Integrations may be modified or discontinued at any time.

Mattermost ServiceNow Virtual Agent Plugin

Table of Contents

• License
• Overview
• Features
• Installation
• Setup
• Connecting to ServiceNow

License

See the LICENSE file for license rights and limitations.

Overview

This plugin integrates the ServiceNow Virtual Agent in Mattermost. For a stable production release, please download the latest version from the Plugin Marketplace and follow the instructions to install and configure the plugin. If you are a developer and want to work on this plugin, please switch to the Developer docs.

Features

• This plugin supports sending the below fields to the Virtual Agent through Mattermost:

  1. Text messages

     

  2. File attachments

     

  3. Date/Time

     

     

• Handling/Displaying the following types of responses from the Virtual Agent:

  1. OutputText

     

  2. OutputImage

     

  3. OutputLink

     

  4. Picker/Dropdown

     

  5. OutputCard

     

Note- For sending file attachments to the Live Agent other than an image, you need to have ServiceNow version greater than or equal to "San Diego Patch 4". Also, the link of the file attachment sent to the Virtual Agent/Live Agent will be expired in 15 minutes.

Installation

1. Go to the releases page of this GitHub repository and download the latest release for your Mattermost server.
2. Upload this file on the Mattermost System Console > Plugins > Management page to install the plugin. To learn more about how to upload a plugin, see the documentation.
3. Enable the plugin from System Console > Plugins > ServiceNow Virtual Agent.

Setup

• ServiceNow Setup
• Plugin Setup

Connecting to ServiceNow

• Send any direct message to the ServiceNow Virtual Agent bot with the username servicenow-virtual-agent. Note- If servicenow-virtual-agent is not visible in your DMs, click on the plus(+) icon on the right side of "Direct Messages" and search for servicenow-virtual-agent.

  

• You will get a response with a link to connect your ServiceNow account if you haven't already connected.

  

• Click on that link. If it asks for login, enter your ServiceNow credentials and click Allow to connect your account.