Integrating Cisco Finesse and Service-Now

Adam Peterson · ‎12-23-2015

Has anyone integrated Cisco Finesse and Service-Now for their helpdesks? We are trying to do that now and curious how you guys did it.

Thanks in advance!

mgveerkamp · ‎01-14-2016

Hi Adam,

We are trying to do the same. I am hoping to use the standard CTI integration available in ServiceNow. This means that the CTI Client should trigger the appropiate (ServiceNow) url with specific parameters passed in the url.

Are you already a bit further with this integration?

Regards,

Marcel.

Adam Peterson · ‎01-14-2016

Marcel,

That is actually where we are at right now. My infrastructure team is trying to implement it. The last I heard is he was passing parameters in the URL so it fills in several fields. He did mention it is annoying that everytime they click on a URL, it opens up a new tab. That could be really messy... Are you seeing the same thing?

-Adam

mgveerkamp · ‎01-15-2016

Hi Adam,

Okay, thank you for the information. We will proceed as planned.

We have not started developing yet, but I think the behavior you are describing is standard web browser behavior. I am not sure there is anything you can do about the new tabs.

What I would suggest is to add "nav_to.do?uri=" to the suggested url. So rather than

https://<your instance>.service-now.com/cti.do?<etcetera>

use

https://<your instance>.service-now.com/nav_to.do?uri=cti.do?<etcetera>

But maybe you have already thought of this yourself.

Regards,

Marcel.

mrvoipguy · ‎02-23-2017

Can anyone please elaborate on what they did for this? Currently my only idea is to use a workflow in Finesse pointing to a URL in Service now somewhere