How to integrate MS Azure chatbot with ServiceNow using REST?

[Tommaso2]

Hi everyone,

The aim is to integrate MS Azure chatbot into ServiceNow which uses CPI as middleware.

This integration should take place with REST in order to get information from ServiceNow and reply to MS Azure chatbot questions.

How can I do it?

Regards,

Tommaso

[Allen Andreas]

Hello,

You'd want to utilize the REST API to accomplish this.

For other solutions, you'd want to search online, etc.

This is normally a task that companies would pay a lot of money for...so the likelihood of extensive details being out there, for free, and just giving you a direct step-by-step guide, isn't common for this. This is a completely custom setup.

https://stackoverflow.com/questions/54513512/retrieve-data-from-servicenow-in-ms-chatbot

So circling back, it has to be done through REST API, so that's how you'd do it.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Tommaso2]

It is possible to use Scripted REST API in order to receive data from SAP Cloud Platform Integration (CPI) and to use Business Rules to return data to CPI?

If yes, how can I do it?

The idea is to receive input from Azure chatbot into SN (CPI is the middleware) and then use SN to return data to CPI (which is connected with Azure chatbot).

It makes sense?

It is the first time I dive into this and I start from scratch.

Thanks again,

Tommaso

[Matt Gan]

It's not clear what your use case is exactly

The ITSM Virtual Agent is ServiceNow's own chatbot, which you build conversation flows for your customers to follow. If you are talking about showing those chats to your users from outside of SN, and you are using a chat interface which doesn't have a pre-packaged integration (Slack, Workplace and Teams), then SN has a pre-packaged API that you can use: https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/virtual-agent-api.html

It's built on top of the Custom Conversational Chat Framework (https://docs.servicenow.com/bundle/quebec-now-intelligence/page/administer/virtual-agent/concept/va-custom-adapter-framework.html), so if you wanted to build it out from scratch, you could

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However, if you are talking about retrieving data from SN for your OWN chatbot in Azure, you have the option of Table APIs (https://developer.servicenow.com/dev.do#!/reference/api/quebec/rest/c_TableAPI) or creating your own Scripted REST API, with the accompanying REST resources (https://docs.servicenow.com/bundle/quebec-application-development/page/integrate/custom-web-services/concept/c_CustomWebServices.html)