ServiceNow ITSM Inbound Demo Flow

[Mondiniho]

Has anybody got round the issue in the demo contact flow where it forces you to authenticate in order to create or manage an Incident

It keeps going back to authenticate, and we don't know what the PIN is, or where it is set?

We would have alread "authenticated' the user if it recognised their telephone numbe

Not an expert on Amazon Connect or Lex bots, but we seem to get in a loop

[Warner Bell]

Hello Des King - here's what you wanna do: In ServiceNow go to ALL --> search Operation Handlers --> find CreatCSMCase click into it --> edit the record, uncheck the Require Authentication box, update the record and that should do it for you.

[Warner Bell]

test

[Warner Bell · Accepted solution]

Hello Des King, here's what you need to do: In ServiceNow click ALL, type Operation Handlers in the search and click on the result, find the handler named CreateCSMCase and click into it, edit the record, uncheck the Require Authentication box, that should take care of it for ya.