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Deploy the Orchestration Pack to ServiceNow

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In this article, we take you through the steps for importing the prerequisite packages into ServiceNow and adding each of the workflows in the Orchestration Pack to the ServiceNow Service Catalog. Finally, we demonstrate how to make the EmpowerID Chat Bot available to users within Service Now.

Gather Repository Information from EmpowerID

The EmpowerID Orchestration Pack for ServiceNow is customized to meet the business logic and workflow requirements of each customer. These customized files are hosted separately for each customer. Before you begin the integration process, please gather the following information for your Orchestration Pack for ServiceNow from EmpowerID, as the details vary for each customer:

  • Access Token: An access token is required to access the repository. This access token will be used as a password later when creating the credentials.

  • URL of the Repository: URL of the repository.

  • Branch: Branch of the repository.

  • x_36687_eid.base_url : Each client has a unique EmpowerID URL for ServiceNow configuration, which differs from the regular instance URL.

Step 1 – Import Orchestration Package and Configure Base URL

The EmpowerID Orchestration Pack for ServiceNow can be conveniently imported from the ServiceNow platform. To import the orchestration package, you need to

  • Create credentials on the ServiceNow platform,

  • Import the package from GitHub into the studio,

  • Configure x_36687_eid.base_url.

Please follow the instructions below to import and configure the base URL.

  1. Login to your ServiceNow instance.

  2. Click on All to Expand the Filter Navigator, and navigate to Connection and Credential > Credential.

    image-20240409-094049.png

  3. Click on the New button to proceed.

    image-20240409-094629.png

  4. Select Basic Auth Credentials as the type of credentials.

  5. Provide the necessary details and click on Submit to save the credential:

    • Name: A unique and descriptive identifier for the credential.

    • Username: A username to be used for the credential.

    • Password: Access Token for the repository. (Provided by EmpowerID)

      image-20240409-095012.png

  6. Click on All to Expand the Filter Navigator, and navigate to System Applications > Studio.

    image-20240409-095253.png

  7. Click on Import from Source Control.

    image-20240409-095733.png

  8. Provide the necessary details and click on Import.

    image-20240409-100521.png


    • Network Protocol: Choose the appropriate network protocol:

    • URL (Provided by EmpowerID)

      • HTTPS: By default, use the URL provided below, or if a different URL has been provided, please use that instead.

        https://github.com/empowerID/SNOWIntegration.git
      • SSH: By default use the git ssh provided below, or if specific information has been provided, please use that instead.

        git@github.com:empowerID/SNOWIntegration.git
    • Credentials: Select the credential you created earlier.

    • Branch: Provide the branch of the EmpowerID repository. (Provided by EmpowerID)

  9. Once the process is completed, EmpowerID will be listed among the applications in the Select Application window we used earlier.

    image-20240409-101411.png

  10. The final configuration to make this setup work is to configure the x_36687_eid.base_url, In the All Menu, type sys_properties.list and press enter to open the system properties page.

    image-20240409-130748.png

  11. Search for the x_36687_eid.base_url property and click on it.

    image-20240409-131159.png

  12. Replace the value with the x_36687_eid.base_url with the URL provided by EmpowerID and click Update.

    image-20240409-132402.png

You have successfully imported the orchestration package into EmpowerID and configured the necessary URL. Proceed to the next step to add workflows to the service catalog.

Step 2 – Add EmpowerID Workflows to the Service Catalog

  1. In ServiceNow, search for Service Catalog in the Filter Navigator and then click Service Catalog.

  2. Click Add New button in the main pane of the Service Catalog,

  3. In the Sections dialog that appears, select Catalog Categories > EmpowerID Services and then click Add here.


    You should see EmpowerID Services as a new widget.

  4. Click the EmpowerID Services widget.

    You should see the three EmpowerID workflows.

Next, incorporate the Change Password workflow into ServiceNow and display it as a link in the main menu.

Step 4 – Add the Change Password workflow to the main menu

  1. In ServiceNow, search for Portals in the Filter Navigator and then click Portals.

  2. Click Service Portal.

  3. In the Service Portals view, click the Info button to the right of the Main Menu.

  4. Click Open Record.

  5. Under Menu Items, click New.

  6. In the Menu Item form, do the following:

    1. Enter Reset Password in the Label field.

    2. Enter password_reset in the Page field.

    3. Click Submit.

  7. In the ServiceNow Filter navigator, search for Service Portal and then click Service Portal.

    The Reset Password link should be displayed as a menu item.

  8. Click Reset Password.

    The Reset Password page should be displayed.


    Next, display Change Password as a catalog item.

Step 5 – Add Change Password to the Service Catalog

  1. In the ServiceNow Filter navigator, search for Content Items and then click Content Items.

  2. In the Content Items view, click New.

  3. In the New record form that opens, do the following:

    1. In the Name field, enter a name for the Catalog item, such as Reset EmpowerID Password.

    2. Click the Lock button to the right of the Catalogs link.

    3. Enter Service Catalog in the search field and then click Service Catalog.

    4. Click the Lock button to lock the catalogs.

    5. In the Category field, search for and select Services.

    6. For Content Type, select External Content.

    7. For Target, select New Window/Tab.

    8. In the URL field, enter /sp?id=password_reset.

    9. Click Submit.

  4. In the ServiceNow Filter navigator, search for Service Portal and then click Service Portal.

  5. On the top menu bar, click Catalog.

  6. Search for the Catalog item that was created, e.g., Reset EmpowerID Password.

  7. Click the Catalog item.

    You should see the Reset Password page displayed in a new tab.

Change Password workflow is using EmpowerID API to successfully Change a user’s password. To call EmpowerID API a token must be generated. Currently it has been configured as a Scheduled Job, the Empower Token Generation job, which runs every once a day. This job is responsible for generating tokens which is used to authenticate EmpowerID.

For a new instance this job should be executed first, after which it will continue to generate tokens.

Next, add the EmpowerID Chat Bot to ServiceNow.

 To execute the EmpowerID Token Generation job
  1. In the ServiceNow Filter navigator, search for Scheduled Job and then click Scheduled Jobs.

  2. Search for Empower and then click Empower Token generation.

  3. In the Scheduled Script Execution pane that opens, click Execute Now.

Step 6 – Add the EmpowerID Chat Bot

  1. In the ServiceNow Filter navigator, search for Service Portal and then click Service Portal Home.

  2. On the Service Portal Home page, press the CTRL key on your keyboard and then right-click on the page.

  3. Select Page in Designer from the context menu that appears.

  4. Select the Widgets tab and then search for Azure Bot.

    The bot appears on the lower right of the page.

IN THIS ARTICLE

Extend ServiceNow with the Orchestration Pack

Configure Service Catalog Requests

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