FYI: * You will need data from the Servicenow's application registry. As you set up PlayVox’s software, you’ll be named an admin user.
- Similarly, if you’d like to set up a new integration, then you’ll be required to be a PlayVox admin user as well.
This is the data you’ll be asked for during the integration:
Name: it is the connector’s name - you may have multiple connections and it is important for you to be able to properly identify them (i.e. Servicenow instance 1, India’s emails, Technical support chat, etc.).
Email and Password: Servicenow's authentication credentials to grant Playvox permissions to start pulling tickets. Playvox will interact with Servicenow's API on your behalf.
API Key: This is the client ID. Is used to identify the application.
API Secret: The Client Secret is a secret known only to the application and the authorization server.
Log into Servicenow (remember it must be with an Admin’s account) > search for Application Registry option > Add a new application, name it Playvox > Copy the Client Id and paste into API Key > Copy Client Secret and paste it into API Secret.
Subdomain: It's used to identify your Servicenow application.
Log into Servicenow (remember it must be with an Admin’s account) > search for your URL browser > Copy your Servicenow domain > Paste it into Playvox.
Supported Operation Mode for Servicenow's Integration
This integration works on-demand mode, meaning that data is brought to PlayVox's platform as it is required.
With this option you can filter tickets by different fields such as:
- Short description
- Predicted Category
- Predicted Subcategory
- Customer user id
- Customer LTV
- Customer tier
- Customer notes
- Dispute Description
- Contact type
- Assigned to
- Resolved by
- Opened by
- Incident owner
With each of these fields you can have either basic or advanced filters.
Now that you have all the data you’ll need you can continue with the integration process.
About the data we process, it is transmitted using encrypted TLSv1.2 over HTTPS and data at rest is kept encrypted using industry standard AES-256 on EBS Volumes in Amazon Web Services (AWS) facilities in the USA.
If you’d like to read more, we have articles on:
- Integration’s FAQs article
- API consumption for PlayVox’s existing Integrations
- Integrating PlayVox with Customer Interaction platforms
Last Edited: 03.10.20