Workspaces and Interactions¶

Integrating with ServiceNow Workspace Interactions is handled at the CXone Studio script level. This requires an API User in ServiceNow for the Studio script to communicate with.

How it Works¶

Creation: An interaction is created with a New status prior to the Request Agent action in CXone.
Screen Pop: The SNOW_Create_Interaction script generates a screenpopurl variable that can be used to pop the new interaction.
Assignment: In the On Answer branch, the interaction status is updated to Work In Progress and linked to the agent's ServiceNow user.
Completion: In the On Release branch, the interaction status is updated to Closed.

ServiceNow Setup¶

Create API User¶

Create a dedicated user in ServiceNow for Studio script interactions. Depending on your configuration, this user needs the following access:

sys_user: READ
incident and/or sn_customerservice_case: READ
interaction: CREATE, UPDATE
interaction_related_record: CREATE

Download Studio Scripts¶

You can download sample Studio scripts to get started: SNOW_Integration_Package.

Studio Script Details¶

1. SNOW_Interaction_CORE¶

This script communicates directly with ServiceNow using the credentials of the API user. Modify the Set GlobalVars Based on Env snippet to include your integration user's basic auth or OAuth credentials.

2. SNOW_Create_Interaction¶

Place a runsub to this script in your queue script where you want to create the initial interaction. It searches the User table by ANI (10-digit USA format by default).

3. SNOW_Update_Interaction¶

Place a runsub in the On Answer branch. This updates the interaction status and agent assignment. You may need to modify it if CXone and ServiceNow usernames differ.

4. SNOW_Close_Interaction¶

Place a runsub in the On Release branch to close the interaction. This step is optional if you prefer agents to close interactions manually.