Current Best Practice for CTI Integration in ITSM Without Workspace

[marloii]

Hello everyone.

While reviewing the ServiceNow CTI documentation, I noticed that several referenced plugins and implementation approaches appear to be deprecated or scheduled for future deprecation, particularly around the legacy CTI Softphone integration.

We would like to understand the currently recommended and supported approach for implementing CTI under the following conditions:

• ITSM environment only
• No Workspace usage (classic platform UI)
• Incoming calls should automatically generate Incident records
• Caller information and past ticket history should be displayed automatically based on the incoming phone number

Could anyone provide:

1. The recommended architecture for this setup
2. Required plugins and configurations
3. Whether OpenFrame is still the best option for non-Workspace environments
4. A detailed implementation procedure or reference architecture
5. Any supported CTI providers currently recommended by ServiceNow

From the documentation, I understand that:

• The legacy CTI plugin is being prepared for deprecation
• OpenFrame still appears to be supported as the integration framework

However, most examples seem focused on CSM Workspace implementations, so guidance for a classic ITSM UI setup would be greatly appreciated.
Thank you very much!

[Tanushree Maiti]

Hi @marloii 

Starting with the Australia release, the Computer Telephony Integration (CTI) plugin is being prepared for future deprecation . Refer :CTI demo implementation 

For CTI  in ITSM : refer community post - CTI in ITSM without enabling CSM 

For OpenFrame option - Check this article: What is OpenFrame

                                                                                  https://www.youtube.com/watch?v=hdJ-Eay2nwA