OpenFrame CTI application

[prakashr1]

Hi,

We are developing CTI application for incident management in ITSM. We used Openframe plugin to achieve this. But, got two questions regarding Openframe plugin,

1. Is openframe plugin available for all instances even if CSM module is not enabled in that instance?

2. Openframe is only available to users with "admin" role. How to make openframe available for all users or users with some specific role other than admin role?

user with admin role having openframe - phone button

User without admin role doesn't have openframe - phone button

[Pradeep Sharma]

Hi Prakashr,

An Openframe plugin is not activated by default in ServiceNow instance. You can refer to below link on components that gets installed when Openframe plugin is activated.

https://docs.servicenow.com/bundle/kingston-customer-service-management/page/product/customer-service-management/reference/r_InstalledWithOpenFrame.html

https://docs.servicenow.com/bundle/london-customer-service-management/page/product/customer-service-management/concept/c_OpenFrameOverview.html

-Pradeep Sharma

[prakashr1]

Hi Pradeep,

Thanks for your reply.

I understand that Openframe plugin has to be activated but my question is, will this plugin be available even without enabling CSM module?

[srividyagalla]

Hi Prakashr,


I Hope you got the answers, But i still want to post the answers because it might help others who are having the same doubts. Below are the answers:


1. Yes, Openframe is available in all instances and you don't need CSM to be activated. You can search for Openframe (ID:com.sn_openframe) in plugins.

2. CTI(Computer Telephony Integration) does not require any specific user role except the OpenFrame user (sn_openframe_user) role. Roles are based on the application using CTI. Assign this role to the required user to whom you want to give access. 

 

-Sri

[Winston]

Did you ever get this set up?