ServiceNow/Alexa integration (K16 Hackzone)

[jcraneNYC]

By popular demand, here is an XML file containing the app to integrate Amazon Echo with ServiceNow as seen in the K16 developer hub.

You'll need to create a new Alexa Skill Kit within the Amazon cloud-based SDK. Point it to your instance's scripted REST API endpoint. Make sure you add the Utterances and Intent Schema to your Alexa Skill (attached in the above ZIP).

** You will need to create an Amazon account (free) and create an Alexa Skill using the Alexa Skill Kit (also free at Amazon Developer Services ). **

Enjoy!

[Jace Benson]

commenting so I can find this later.     This sounds cool      

[neharao]

Hi Jon Crane,

Can you please let us know the prerequisites required for amazon echo integration with service now and how to connect servicenow with alexa and is there any configuration settings to be made on service now side. Kindly share if you have any info on this.

Thanks,

Neha

[mark_mol]

Hi Jon Crane,

Nice and thanks!

Small question. I created the interaction model and the utterances in the developer kit of Alexa. I assume that we also need to do something within the Labda management tool (AWS)? Do we need to include JS files?

Thanks,

Mark

[valeriemorris]

Just got an Echo today and made my first skill (a simple one that personally insults each of the members of the household by name, haha.)

Just wondering what your use cases for skills re: ServiceNow are so maybe I can create something more productive eventually.

[valeriemorris]

Nevermind, I see the uses in the intent schema/utterances (was on my phone when I posted last night so I couldn't open it.) This is great... thank you for sharing, jcraneNYC!

[valeriemorris]

Hi Jon,

Thanks again for sharing and sorry to be a pain here, but I am trying to implement this in my developer instance and ran into two issues:

1. When I import the attached xml and run the preview, I get 15 errors related to application scope. There are 15 updates that are labeled global application while the others seem to be in the Amazon Echo application. I cannot commit it until the 15 issues are resolved, and I can't resolve them by changing the application name on the update because it does not save when I preview again. It looks like my only option is to skip all 15, which I don't want to do.

2. Are there corresponding Lambda function/js files available? Like I said, I am brand new to Alexa skill creation so having this would be very helpful.

Thanks!

Valerie

[jcraneNYC]

Valerie, what are the 15 updates that are throwing an error? Are they the intents?

No lambda functions needed. This uses REST calls back to ServiceNow directly.

[valeriemorris]

Here are the errors:

[jcraneNYC]

Ahh! Those are my sample Intents that you can start with. Technically you could commit the update set without breaking anything and still get the REST API and script includes loaded.

I guess I added those to the update set in the Global scope.

What we need to do is replace this in the XML:

<application display_value="Global">global</application>

with this:

<application display_value="Amazon Echo">101eb7da13a21200d0143d622244b063</application>

I've gone ahead and made the change and uploaded a new .zip file. Let me know if this works.

[ashokbabuy]

A few instructions from my end

1. When configuring alexa skill kit on the amazon developer portal select the Wildcard SSL which is the second option since all the servicenow instances are subdomains of service now

1. Your application invocation name should be single word, even making the invocation "servicenow" will have issues in reaching your skill from Alexa

[valeriemorris]

Thanks, Jon! I've got it up and running now! This is awesome... thanks again for sharing!

[mark_mol]

Hi All,

I feel very stupid, but have a question where I can upload the XML file?

I created a Skill kit, but do not see the opportunity to upload the XML. Are you able to help me?

Thanks in advance,

Mark

[valeriemorris]

Hi Mark, the XML file gets imported into SN as an update set, not into Amazon. Hope this helps!

[alexasnow]

I am unable to install this in my Snow instance which is running on FUJI path12. Is there any workaround to implement the same

[vamsikrishnajak]

I'm stuck with remote end point authentication. Can someone tell me how the configuration was done ? I linked the servicenow account but still not able to get the data . anyhelp.

[michaellshively]

I was stuck on the same spot. Importing an Update Set is not the same process as importing other records.

This should help: Saving Customizations in a Single XML File - ServiceNow Wiki

[John Reynolds]

Hi Vamsi - I am stuck at the same point.   Have you reached a resolution?

[mitchelle]

Hi John - I'm also stuck at this part. What did you do with the Configuration part?

[mitchelle]

Hi Jon,

I'm stuck at the Configuration part. Can you explain further how the configuration was done? What are the fields that I need to fill up on the Endpoint and Account Linking part. Thank you.

[ramchandravarma]

Guys,

I am even stuck here on the configuration part and I am sure that we need to provide Servicenow credentials some where for authentication, If some one has managed to work it out, Can you please share some info on this, it would really be of great help.

Appreciate your effort in making this work, @Valerie Morri and @Jon CraneThanks for making this work from your end. I need your help here guys

[vijaysanjos]

In ServiceNow, go to System Web Services > Rest API Explorer.

In namespace dropdown, select x_snc_amazon_echo

Copy the url https://xxxxxx.service-now.com/api/x_snc_amazon_echo/alexa

and paste it in the Service Endpoint   section in AWS-Alexa skill kit page

[quocma]

Hello All,

I'm new to ServiceNow and also Alexa so attempting to set this up.   From AVS, it looks like everything is configured right but when attempting the test, i'm getting the error below "The remote endpoint could not be called,..."

When I try to speak to Alexa "Alexa ask Service Now what's happening", I get a response "There was a problem communicating with the requested skill."

Any thoughts what could be an issue on my end?   Also how does Alexa know what account i'm connected in ServiceNow?

[abu2]

Hi Jon,

Did you even created OAUTH configuration in servicenow for voice services from servicenow. If yes, please help me with that.

[faight]

I've got a good handle on getting ServiceNow setup, but I'm searching for some information on how to configure Alexa to connect to my ServiceNow API.   I have an account set up.   What's next?

John

[faight]

Ok, so I've bungled through it and gotten it working.   I'll share my steps:

1. Create a Amazon Developer Services account.

2. Click the [Alexa] Tab.

3. Click Alexa Skills Kit [Get Started >] button.

4. Click [Add a New Skill].

5. Skill information:

• Name: SNEcho
• Invocation name: Snow please
• Global fields (all "no")

6. Interaction Model:

• Save intents.doc to intents.txt file then copy the contents to the Intent Schema field
• Save the utterances.doc to utterance.txt then copy the contents to the Sample Utterances field

7. Configuration:

• HTTPS
• Default https://[instance-name]/api/x_snc_amazon_echo/alexa
• Geographic Endpoints: No
• Account Linking: No
• Permissions: Null

8. SSL Certificate

• My development endpoint is a sub-domain...

9. Test

10. Publish

11. Privacy & Compliance

[kiranhegde123]

Once the Skill is created how we can export it to Git Hub

[vijay0610]

Hi All,

                  Above steps are worked well before but now while testing in Amazon Developer Console , While enter the Invocation name it is not redirecting to "LaunchRequest" it redirects to "ThisWeeksChanges" IntentRequest , Kindly someone help me..

[vijay0610]

Hi John,

                  Above steps are worked well before but now while testing in Amazon Developer Console , While enter the Invocation name it is not redirecting to "LaunchRequest" it redirects to "ThisWeeksChanges" IntentRequest , Kindly help me..

[Uparerik]

Hello,

Here is the Ticket Now Alexa Skill to test drive Servicenow with Alexa.

Alexa with Servicenow — DecibelApps

Best

Udhay

[addmanniw]

Hello Udhay.

Is the Alexa with Servicenow skill charged for or at no extra cost?

I'd love to tral this on our self service users and also our mobile users (with Alexa installed)

[Uparerik]

Hello Adam,

The skill is totally FREE to test. If you require additional info or help, please let me know.

Good luck

Udhay

[P_Dinesh Kumar]

Hi All,

I am trying to integrate Servicenow and Alexa. Using the LDAP user account and OAuth authentication. The OAuth requires Token for enabling the user successfully. But in the Alexa we could not able to get any token generated for LDAP user. Kindly let me know any solution or workaround for the same.