Configure the Case view component instance

Configure the Case view component instance so that your user can embed it on their website to access the case-related activities on their website directly.

Before you begin

You must have the following setup to configure the Case view component instance:

• Enable Web Embeddables in your instance. For more information, see Activate Web Embeddables.
• Set up a custom URL as the instance URL.
• Authenticate the ServiceNow components using OpenID Connect (OIDC) or non OIDC authentication. For more information, see Authenticate the ServiceNow components using OIDC and Non OIDC authentication for ServiceNow components.

Role required: sn_embeddable_core.emb_admin

Procedure

1. Navigate to All > Web Embeddables > Homepage.
2. In the homepage, select Create module or use the existing module.
   For more information on creating a new module, see Create a module.
3. On the module page, in the Components tab, add a Case view component instance to an existing or a new group.
   For more information on creating a group and then adding a component instance, see Create a group and add a component instance.
4. Optional: Toggle the Show static preview option to see a visual representation of a component when a live preview isn’t available.
   Note:

   When enabled, any changes to the global or component properties don't appear in the Preview tab in real-time.
5. Configure the Case view component instance properties.
   • The Preview tab displays real-time data according to choices set in the component properties.
   • For a description of the component properties related to the Case view component instance, see Component properties for the Case view.
6. Select the CORS rules tab to configure the CORS rules.
   For more information about configuring CORS rules, see Configure CORS (Cross-Origin Resource Sharing) rules before embedding ServiceNow components.
7. Select Components tab.
   If a message appears about the application scope, change the scope to Web Components for Customer Service to be able to edit the record.
8. Select Get embed code.
   A pop-up window appears to display both Global code and Component code.
9. In the Global code tab, review the generated code and select the Copy global code.
   The global code only must be added once to your third-party webpage.

   import { init, login, logout, startGuestSession } from 'https://demo.servicenow.com/uxasset/externals/sn_embeddable_core/index.jsdbx';
   
   await init({
       theme: 'fad87d2ca304121029a4d1aed31e610f',  /* sys_id of the theme to use for the embeddable components in your website */
       baseURL: 'https://demo.servicenow.com', /* Base URL of the instance to be used for the embeddable components in your website */
       authCallback: getTokenCallBack, /* Function which returns the auth token for the current user, required for auth setup */
       module: '591800ffc1243610f87714367ed47c6a', /* Demo module */
       pageName: document.title, /* Uses the browser's document title as the page name in User analytics experience */
       guestTokenCallback: getGuestJWTTokenCallBack, /* Function which returns the guest token for the current user, required for guest validation setup */
       cacheComponents: [] /* Pre-caches resources for improved performance. Update component list as per your usage */
   });
   
   function getTokenCallBack() {
       var idToken; /* Get the id token for the current user */
       return Promise.resolve(idToken);
   }
   
   function getGuestJWTTokenCallBack() {
       var guestToken; /* Get the guest token for the current user */
       return Promise.resolve(guestToken);
   }
   
   /* Uncomment below function to handle guest session */
   // await startGuestSession();
   
   /* Uncomment below functions to handle login and logout once the user logs into your website */
   // await login();
   // await logout();
   

10. Optional: In the Component Code tab, slide the Enable event handler toggle switch to handle events triggered by the user interactions on the webpage.
    Note:

    Enabling the event handler also modifies the component code. For more information on event handlers in Web Embeddables, see Event handler in the enhanced Case view component.
11. In the Component code tab, review the generated code and select the Copy component code.
    This generated code also includes configuration for event handlers.

    <!--  
        Module: Demo module
        Group: Group 1
        Instance: Case view 1
    -->
    <sn-embedx-case-view
    	table="sn_customerservice_case"
    	table-view-for-related-list="4006fee3d7600200e5982cf65e6103de"
    	header-configuration-id="1db45f9118520210f8775b8843daf927"
    	action-configuration-id="b226535518520210f8775b8843daf9fb"
    	playbook-stage-orientation="horizontal"
    	visible-horizontal-playbook-stages="5"
    	playbook-activity-view-mode="focused"
    	sys-id="aa5ca024d7700200e5982cf65e61030e">
    </sn-embedx-case-view>
    <!--
    	The component also includes the following additional properties:
    	hide-activity
    	hide-attachments
    	hide-actions
    	hide-all-related-lists
    	show-custom-tab
    	hide-errors
    	hide-playbook-process-tab
    	selected-playbook-context-id
    	selected-stage-context-id
    	selected-activity-context-id
    	hide-playbook-stages
    -->
    
    <script type="module">
    	import { getEmbeddables, setEvents, setProperties } from 'https://demo.servicenow.com/uxasset/externals/sn_embeddable_core/index.jsdbx';
    	
    	const snEmbedxCaseView = document.querySelector('sn-embedx-case-view');
    
    	/* Uncomment this code for the default behaviour of the Case View component.
    
    	// Get the record id and table from the current URL for a standard case.
    	// Optionally, get playbook experience ID, playbook context ID, stage context ID,
    	// and activity context ID for playbook case.
    	const currentURL = new URL(window.location.href);
    	const urlParams = new URLSearchParams(currentURL.search);
    	const tableName = urlParams.get('emb_table');
    	const sysRecordId = urlParams.get('emb_recordid');
    	const playbookExperience = urlParams.get('emb_playbook_experience');
    	const playbookContextId = urlParams.get('emb_playbook_context_id');
    	const stageContextId = urlParams.get('emb_stage_context_id');
    	const activityContextId = urlParams.get('emb_activity_context_id');
    
    	// Update the sysId and table properties of the componentProperties object.
    	// Optionally, update the playbook experience ID, playbook context ID,
    	// stage context ID, and activity context ID for the playbook case view as well.
    	setProperties(snEmbedxCaseView,{
    		table:tableName,
    		sysId:sysRecordId,
    		playbookExperience:playbookExperience,
    		selectedPlaybookContextId:playbookContextId,
    		selectedStageContextId:stageContextId,
    		selectedActivityContextId:activityContextId
    	});
    	*/
    
    	getEmbeddables(["sn-embedx-case-view"]);
    
    	const eventHandlers = {
    		'SN_EMBEDX_CASE_VIEW#COMPONENT_READY' : (e) => {
    			// This event is dispatched when a component is ready and usable.
    		},
    		'SN_EMBEDX_CASE_VIEW#COMPONENT_ERROR' : (e) => {
    			// This event is dispatched when a property validation or internal error occurs.
    			var {errorMessage, errorType} = e.detail.payload;
    			console.log(errorMessage, errorType);
    		},
    		'SN_EMBEDX_CASE_VIEW#CASE_COMMENT_ADDED' : (e) => {
    			// This event is dispatched when a comment is added in the activity stream.
    		}
    	};
    
    	setEvents(snEmbedxCaseView, eventHandlers);
    </script>
    

Result

The global and component codes are ready to be shared with the third-party administrator to embed the Case view component instance on their third-party website.

What to do next

Embed the Case view component instance on the third-party website