Configuring a ServiceNow instance for the Employee Navigator for ServiceNow agent

The Employee Navigator for ServiceNow agent provides seamless access to incident and case details directly within the Microsoft Teams interface.

By integrating these agents with Teams, users can view, update, and manage incidents without needing to switch to BMC Helix ITSM, BMC Helix AIOps, or ServiceNow.

This integration reduces context switching, ensures data consistency, and accelerates incident resolution by keeping all essential actions and information accessible in a single environment.

To obtain a ServiceNow instance

1. Make sure you have access to the ServiceNow instance.
2. Test the ServiceNow instance. 
   For more information, see the Personal Developer Instance (PDI) Guide in ServiceNow documentation.
3. In ServiceNow, configure an External Application Provider.
   1. Open a command-line interface and run the following command to generate a private certificate:
      openssl genpkey -algorithm RSA -out private_key.pem -pkeyopt rsa_keygen_bits:2048
   2. Use the above private certificate, generate a public certificate. 
      See the following example:
      bin\openssl req -config <path of openssl.cnf> -new -x509 -key private_key.pem -out public_cert.pem -days 3
   3. Log in to the ServiceNow instance, navigate to System Definition > Certificates >  New.
   4. Enter the following details:

      Field name	Description
      Name	Enter a name for the certificate.
      Format	Select PEM.
      Type	Select Trust Store Cert.
      Active	Select the check box.

       

   5. Copy the public_cert.pem file and paste it into the PEM Certificate field in ServiceNow and click Save.
      
   6. Navigate to System OAuth > Application Registry > New.
   7. Select Create an OAuth JWT API endpoint for external clients and enter the following details and click Save.

      Field name	Description
      Name	Enter a name for the OAuth provider.
      Client ID and Client Secret	These fields are auto-populated. You can modify the values if required.
      User Field	Select a user field as required.

       

   8. In the JWT Verifier Maps related list and click New and enter the following details and click Submit.

      Field name	Description
      Name	Enter a name for the verifier map.
      Certificate	Select the certificate created earlier.

       

   9. Click Update to save the record.
      
   10. Navigate to the App Registry list.
   11. Add a new column named Public Client, if it is not already available.

   12. Locate the newly created app registry entry.
       The Public Client value is set to false by default.

   13. Click on the false value next to the Public Client column and change the value to true.
       
4. Create a Read-only user with the following roles and permissions:
   • The user must have read access to Incidents and Change Requests.
   • Assign the sn_incident_read and sn_change_read roles on the development instance.
   • The example user is aiops_ro. Use this user in in scenarios like 5 Whys and GetSituationId to workaround user access constraints.
5. Enable Knowledge API. 
   For more information, see Knowledge API in ServiceNow documentation.
6. To configure ServiceNow integration, in BMC Helix Innovation Studio, enable the ServiceNow integration by adding the following fields on the connection_servicenow record definition. For more information, see Adding data sources in BMC HelixGPT.
   

Where to go from here

Creating a Microsoft Teams bot and application