Enhancing Support Efficiency with Enjo's ServiceNow Integration

Enjo

Enhancing Support Efficiency with Enjo's ServiceNow Integration

Key Integration Features

Enjo's integration with ServiceNow focuses on automating knowledge absorption from ServiceNow Knowledge Base (KB) articles and leveraging past incidents and requests to streamline support processes. Key features include efficient knowledge access through automated KB article absorption, smart service request handling with automated form routing, personalized interaction via Slack or Microsoft Teams, acceleration of approvals with actionable alerts in Slack or Microsoft Teams, and embedded intelligent AI assistance within the ServiceNow interface for agents handling incidents and service requests.

Prerequisites

Before setting up the integration, ensure you have ServiceNow access with administrative privileges, an Enjo admin account for configuration, and a dedicated service account in your ServiceNow Production instance. The service account should be capable of tasks like creating and updating requests, accessing catalog items, and retrieving knowledge base articles.

Creating a Service Account in ServiceNow

To create a service account in ServiceNow, log in to your instance and access the 'Users' table under 'Organization'. Click 'New' to create a new user with the necessary details and enable 'Web Service Access Only'. Assign the 'admin' role to the user for the required permissions.

Setting up OAuth in ServiceNow

To add ServiceNow connection in Enjo, OAuth must be activated on your instance. Navigate to 'System OAuth' and create an OAuth API endpoint for external clients. Upon submission, copy the Client ID and Client Secret for the Enjo configuration.

Configuring the Integration in Enjo

Log in to Enjo, navigate to Settings > Apps > Connect Apps, and select 'ServiceNow'. Add a new ServiceNow instance by entering the Client ID, Client Secret, and Instance URL from the OAuth setup. Copy the necessary details from Enjo to ServiceNow's OAuth settings for connection establishment and finalize the configuration by setting connection visibility as needed.

FAQs

If you have questions about using the integration with multiple ServiceNow instances, you can manage multiple instances in the Enjo dashboard with unique configurations. For OAuth activation issues in ServiceNow, follow the provided guide or contact your ServiceNow administrator for assistance.

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