Configure Spoke selector for external systems

The Spoke selector application provides a common framework that enables the configuration and execution of outbound integration requests. It operates by selecting the matching implementations based on the configured input parameters for each request.

Vorbereitungen

Configure the Spoke Selector following the installation of the Contact Center Integration Core plugin. Set up the integration request definitions to synchronize configuration data from external systems.

The plugin installation adds a request type record called Sync configurations from external system, which identifies and executes flows for synchronizing the metadata. This record includes predefined inputs for configuration, provider, and payload.

Role required: sn_appss.manager

Plugin required: Contact Center Integration Core (com.sn_contact_center_integration_core)

Configure the integration request definitions for the relevant request input record as follows:

Prozedur

1. Navigate to All > Spoke selector > Request type.
   The Sync configurations from external system integration record appears. This record identifies and executes flows to synchronize configuration metadata from external systems.
2. Click Sync configurations from external system to see the available Integration request input records.
   Set up the spoke selector by setting up the request definitions for each of the integration requests.The records can be of label types:

   • Configuration: This is a choice field input and can comprise of Skills, Queue, or Wrap-up code values.
   • Provider: The provider is also a choice field entry and the variable choice list can be configured to have the entries for the providers you would configure.
   • Payload: The payload field requires a JSON input. This content includes a sample payload structure and demonstrates how to execute an API call to fetch skills from an external provider.
3. In the Integration request inputs tab, click the configuration record and in the details screen.
4. Create records for queues, skills, and payload as per your requirement.
5. Click Provider record and select the relevant provider from the drop-down list.
6. Click the payload record and configure the JSON value, which fetches the relevant skills from the external provider.
   Refer to the following example of the payload input value JSON file:

   
   requestInputs -   
   
   { 
   "provider":"sample_provider_cloud", 
   "configuration":"skills", 
   "payload":{ 
    
   
      } 
     } 
   requestTypeId - 
   7429815143970210c29274268ab8f2bb 
   contextObj - 
   { 
    "contextTable":"sn_appss_request_type", 
    "contextId":"7429815143970210c29274268ab8f2bb" 
   } 
   
   API call: 
   var result = new sn_appss.RequestAPI(requestTypeId, requestInputs, contextObj).execute(); 
   
    

   The result output value for JSON input is as follows:

   
   { 
    "skills": [ 
               "Skill-1", 
               "Skill-2", 
               "Skill-3", 
               "Skill-4", 
               "Skill-5"
   }
   

   The Spoke selector identifies the matching implementations based on the configured input parameters for each request.

7. Create the Integration request definitions.
8. In the Integration request types screen, click New in the header section and enter values in the following fields.

Integration request definition record details	Field description
Name	Get all skills from the external provider
Type	Sync configurations from the external system
Description	Brief description of the request definition
Order
Adapter type	Flow
Request adapter	Name of the Flow configured to fetch the records for the respective configuration type. Hinweis: This is the sys_hub_flow record with the correct flow inputs, flow outputs, and flow snapshots.
Application	Store application details
Domain	Global
Condition	Provider is the sample provider and configuration is skills

9. Click Save.

Ergebnisse

Once the condition is set and the request condition matched, the defined flow executes and the records for the configuration are fetched from the external provider you selected, into your ServiceNow® instance.