ServiceNow + Genesys Cloud = Unified Experience - HELP

nikkii · 3 weeks ago

Hi guys

Hope you hearede about htis new Unified Experience Integration between ServiceNow + Genesys Cloud.

We tried to install the new integration with the official implementation guide v. 2.6.1 from ServiceNow.

Now we are done, and we have at least 2 major issues - and there is absolutly NO INFORMATION on the web about it. Its terrible to solve it, and i hope you guys can help me here.

1. Scenario: We are in the CSM/FSM workspace, and click on the dial-button on the top right to login in into genesys cloud. First it works, then it will stay 2 seconds, then we are logged out automatically and an error message is displayed.

Message: "Unable to login to Unified Experience from Genesys and ServiceNow: Logging out."

2. Scenario: when we are logged in (for 2 sec), we got an error message about the WebRTC.

But we have configured one on Genesys side, we did the diagnosis tests, everything passed.

Microphone and Popups are allowed on Servicenow Browser (Chrome).

Message: "WebRTC Error Encountered: Failed to connect streaming client due to invalid token".

Please share your experience if you have already worked with Unified Experience Integration!

Thanks in advance.

nikkii · 2 weeks ago

Hi guys

i think we found the solution, at least it works for us:

when you are setting up JWT OAuth in the application registry side servicenow,

make sure to set this fields too:

Enable JTI Verification = false
Token Format = JWT
Subject Claim = Sys ID

the first field is mentioned in the implementation guide 2.6.1, but explained a bit weird.

the last two fields are not mentioned, and i think that will make a difference.

@navyapandiri : maybe you should noticed this.

View solution in original post

nikkii · 3 weeks ago

is there no one who has experience with "Unified Experience" ?

navyapandiri · 3 weeks ago

Hi Nikki, We are investigating the errors and will get back to you shortly.

In the meanwhile could you please open a case with our support and provide case details here so we can schedule a Zoom call and bring in Genesys experts as needed.

Thanks!

nikkii · 2 weeks ago

Hi guys

i think we found the solution, at least it works for us:

when you are setting up JWT OAuth in the application registry side servicenow,

make sure to set this fields too:

Enable JTI Verification = false
Token Format = JWT
Subject Claim = Sys ID

the first field is mentioned in the implementation guide 2.6.1, but explained a bit weird.

the last two fields are not mentioned, and i think that will make a difference.

@navyapandiri : maybe you should noticed this.

navyapandiri · a week ago

Thanks for the feedback. Looks like the form has been updated, we will update the guide accordingly.