Integrating ServiceNow in your environment

Employee Navigator for ServiceNow brings incident, case, and service‑request capabilities directly into Microsoft Teams, giving employees a unified place to get work done.

Before you begin

Make sure that the isAzureBot parameter in the skill configuration is set to true. For more information, see Updating the configuration parameters of a skill.

Step 1: Configuring a ServiceNow instance for Employee Navigator For ServiceNow

With its built‑in Catalog Request Agent, users can easily submit and track ServiceNow catalog requests without leaving Teams. This streamlined access reduces context switching, maintains data consistency, and speeds up issue resolution by keeping all essential actions in one familiar interface.

Task 1: 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 Basic and OAuth ServiceNow integration by adding the following fields on the connection_servicenow record definition. For more information, see Adding data sources in BMC HelixGPT.
   
   
   

Task 2: To enable read data access for ServiceNow Catalog Request Agent

1. Log in to Innovation Studio and on the Workspace tab, select HelixGPT Agent Studio.
2. On the Records tab, select Agent and click Edit data.
   
3. On the Data editor (Agent) page, select ServiceNow Catalog Request Agent and click Edit.
   
4. In the Edit record window, navigate to the Configuration field and modify the following fields:

   Field	Description
   limit	Specifies the maximum number of catalog results returned per query.
   bot_connection_id	Specifies the user-scoped OAuth connection ID used for user context operations, including search, submission, and request creation.
   connection_id	Specifies the Basic Authentication identifier, required only if oauth_metadata_user is not configured, and it is used exclusively for metadata read operations.
   oauth_metadata_user	Specifies the OAuth service account username that the agent uses to create an OAuth metadata client. When this is configured, connection_id is optional or not used, and the agent uses the OAuth metadata client for all metadata read operations. This field refers to a service account with the required permissions, not an admin role. By default, OAuth tokens cannot be assigned to a user who has an admin role in ServiceNow.
   use_portal_link	Specifies whether links open the Service Portal for end users when set to true or the platform UI for admins when set to false.

   Default configuration:

   {
     "limit": 20,
     "bot_connection_id": "AGGIZN0GH37JIATBHCOxxxxxx",
     "connection_id": "",
     "oauth_metadata_user": "api_catalog_agent",
     "use_portal_link": true
   }
5. Click Save.

Step 2: Creating a Microsoft Teams bot and application

Creating a Microsoft Teams bot and application enables end users to access the Employee Navigator for ServiceNow agent capabilities directly within Microsoft Teams. Users can receive incident updates, view case details, and interact with agents without needing to switch to BMC Helix ITSM, BMC Helix AIOps, or ServiceNow.

This capability saves time, reduces context switching, and enables faster, more efficient collaboration.

Task 1: To create a Microsoft Teams bot

1. In the Microsoft Teams account, click the View more apps option. 

2. Search for the Developer Portal and launch it. Add the Developer Portal if it is not available.
3. Select Tools >  Bot Management > New Bot.
4. In the Add bot dialog box, enter a name for the bot.
5. In Bot management, select Configure.
6. In the Endpoint address field, copy the Webhook URL you have added in the Webhook URL field while adding Microsoft Teams as a channel through the HelixGPT Agent Studio.
   For more information, see Enabling Microsoft Teams as a communication channel.
   The bot is successfully created.

Task 2: To create a Microsoft Teams application

Perform the following steps in Microsoft Teams:

1. In the Developer Portal, click Apps > New app.
2. Enter a name for the application and click Add.
   
3. Review and update the Basic information screen.
   Note down the App ID. The App ID is required for BMC Helix ITSM integration.
   
4. On the Configure option, click App features and then click Bot.
5. From the Select an existing bot list, select the bot that you want to add to the application.
6. In Scope, select one of the following options:
   • Personal
   • Teams
7. From Publish, select Publish to org.
8. Click Publish your app.

Step 3: Configuring a Microsoft Teams bot and publishing an application in the Microsoft Azure Portal

Configuring and publishing the bot in Microsoft Azure enables end users to access the Employee Navigator for ServiceNow agent capabilities directly within Microsoft Teams. End users benefit from real-time incident updates, notifications, and interactive assistance without needing to switch to BMC Helix ITSM, BMC Helix AIOps, or ServiceNow.

Task 1: To configure the bot in the Microsoft Azure portal

1. Access the following URL with your administrator credentials:
   https://portal.azure.com/#home 
2. Click App registrations.
   Or
   If you do not see the App resigtration option in the new Microsoft UI, perform the following steps:
   1. Click Microsoft Entra ID.
   2. Click the number link displayed next to the Applications.
      
3. Click All applications and then click the bot you have configured.
4. From Supported account types, select Account in any organizational directory (Any Microsoft Entra ID tenant - Multitenant). 
5. Click Overview and note down the details highlighted in the following screenshot.
6. Click Certificates & Secret > New client secret and add the required details.
   
7. Click Add and copy the highlight string.
   
8. Click Overview and note down the following details:
   • Application (Client) ID
   • Directory (Tenant) ID
     

Task 2: To publish the application in the Microsoft Azure portal

Perform the following steps in Microsoft Teams:

1. Access the following URL:
   https://admin.teams.microsoft.com/policies/manage-apps
2. Select All apps and identify the application you have created.
   Your application might be in the blocked status.
3. Select the application and click Publish.
   
4. Open All apps and verify that the Status is set to Unblock.
   The application is published.

Step 4: Enabling Microsoft Teams as a communication channel

For more information, see Adding Microsoft Teams as a communication channel.

Step 5: Providing consent to initiate a chat

For more information, see Configuring settings to launch Microsoft Teams chat from incidents.

Step 6: Enabling real time data retrieval through a Web API connection

An administrator configures the Web API connection and maps it to the Web Search (Web API Definition) to enable secure access to external data sources. With this setup, the AI agent retrieves real-time, relevant information from connected systems in response to a query.

Task 1: To create a Web API connection

1. Select Innovation Studio > Administration > Integrations > Web APIs > Web API connections.
2. To create a new Web API connection, click +New.
   
    
3. On the General Authentication tab of New Web API connection dialog box, enter the following details and click Next:

   Field name	Value
   Name (Required)	Google API
   Host name (Required)	www.googleapis.com
   Port (Required)	443
   Protocol (Required)	HTTPS
   Authentication (Required)	Custom

4. Click Add query parameters.
   • Update the following mandatory fields:

     Key	Google API key
     cx	The programmable Search Engine ID. To obtain the cx ID, you must create a new search engine on the Programmable Search Engine Console.

   • (Optional) Update the following fields to restrict search results from a specific domain:

     siteSearch	A comma-separated list of websites that you want to include or exclude from the search.
     siteSearchFilter	Indicate whether to include or exclude the website added in the siteSearch parameter. Valid values: e: Exclude i: Include

5. Click Save.

Task 2: To create a connection process

1. Open HelixGPT Agents Studio and click the Processes tab.
2. Select Web Search and click Copy.
   Copy definition dialog box, as shown in the following screenshot, is displayed:
   
3. Create a copy of the process and open the copied process.
4. Select the Google Search Request element as shown in the following screenshot:
   
5. Expand Input Map.
6. From the Connection drop-down list, select the new API connection you have added.
7. Save the process.

Task 3: To map the Web API connection

1. Select Innovation Studio > Administration > Integrations > Web APIs > Web API mapping.
2. From the Application drop-down list, select HelixGPT Agent Studio.
3. From the Connection Configuration drop-down list, select a connection.
   A message is displayed as shown in the following screenshot:
   

Task 4: To modify the process name in the Web Search Tool configuration

1. Log in to Innovation Studio and on the Workspace tab, select HelixGPT Agent Studio.
2. On the Records tab, select Tool and click Edit data.
   
3. On the Data editor (Tool) page, select Web Search Tool and click Edit.
   
4. In the Edit record window, navigate to the Configuration field and modify the process_name value with the new process name.
   Example: If the new process name value is Web Search Copy, then use com.bmc.dsom.hgm:Web Search Copy.
   
5. Click Save.