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Preparation

What you will need to prepare in advance of implementing 1E Virtual Assistant in your environment. Typically, these are tasks that may take some time to organize, depending on how your organization works. A comprehensive list of installation and software requirements is provided in Requirements.

Enable the Glide Virtual Agent plugin

The 1E Virtual Assistant works with the ServiceNow Virtual Agent. To enable Virtual Agent, the Glide Virtual Agent extended plugin needs to be activated before the 1E Virtual Assistant can be installed.

Log in

Log in to ServiceNow as a ServiceNow admin user (system administrator).

Locate the System Definition Plugins

Search for the text plugin in the application navigator. Click on System Definition→Plugins item to display the All Applications page.

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Locate and install the Glide Virtual Agent

In the search field on the All Applications page, search for the Glide Virtual Agent plugin and install it by clicking on the Install button.

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Activate the Virtual Glide Agent

In the Activate Plugin popup that appears after you select the Install button, click Activate.

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Close and reload the form

Once the Glide Virtual Agent has been activated click on the Close & Reload Form button.

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Verify the plugin has been activated

Search for the glide virtual agent on the All Applications page. If the plugin has been activated, the button on its entry in the search results should say Installed.

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Adding the 1E Virtual Assistant app Tachyon user account as a Tachyon user

To configure the Tachyon user:

  1. Login to Settings app using a Tachyon user account that has at least the following administrator rights:

    • Permission Administrators role.

  2. Navigate to Permissions→Users.

  3. Click the Add button. A popup window will open.

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  4. In the Add user popup, type in some characters from the name of the user you want to add. In our example our account has the letters VA in. Tachyon will return a list of any matching users from AD.

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  5. Select the one you want from the list. In our example it is VAUser.

  6. Once you have selected the user click on Add button.

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  7. Now that the user has been added, click the user name then click on Edit button.

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  8. Select the Actioner role you want the user to have. In our example we want this user to be able to action all Tachyon instructions, so we select the Global Actioner role.

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  9. Once the roles have been selected click Save. You should see the Global Actioners role in the role list.

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Install and configure Shopping for use with the 1E Virtual Assistant

1E Virtual Assistant can integrate between the Virtual Agent module of ServiceNow, Shopping and Tachyon. Some topics provided by 1E Virtual Assistant require the presence of a Shopping installation. Shopping is also required to fetch the FQDN of the device where the user is browsing to the ServiceNow portal, otherwise the user will be prompted to select from any devices that have been associated with them in the ServiceNow CMDB.

The picture opposite shows a system where Shopping is not used and a user has opened the Virtual Agent and selected the print 1E Virtual Assistant topic. Because the Virtual Assistant cannot detect which device they are logged in to it displays the following message:

Looks like you are not logged into a company device, but I can still perform the fix on one of the device(s) assigned to you, listed below. Which one would you like to proceed on?

A list of options is then presented, which contains the devices that are assigned to that user in the ServiceNow CMDB. This requires two things. The devices assigned to the user in the ServiceNow CMDB:

  1. Are kept up to date.

  2. Contain all the devices they log on to.

It would be much better if the 1E Virtual Assistant could detect the device where the user is browsing from and offer that as a selection option. To do this, you need Shopping.

The following instructions show how to install Shopping and configure it for use with 1E Virtual Assistant.

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Installing Shopping

Shopping is a complex product that is licensed separately and integrates with a number of technologies to provide self-service application requests. For details on the implementation of Shopping please refer to Shopping 6.1 - Implementing Shopping.

Configuring Shopping for use with the 1E Virtual Assistant

Once you have installed Shopping, or already have a working copy, you will need to configure it so that it works with 1E Virtual Assistant.

On the Shopping admin console→Settings page, you will need to:

  • Add the URL for your ServiceNow instance

  • Enable Firefox support

  • Enable loopback exemption

  • Ensure that the loopback URL starts with https://

To do this:

  1. Open the Shopping admin console.

  2. Navigate to Settings.

  3. If Loopback exemption enabled is not visible in the WSA section of Shopping Settings:

    1. Log on to the SQL instance where the Shopping2 database is installed.

    2. Run the following SQL query to set the Loopback exemption enabled to make it visible

      update tb_Preference set Hidden=0 where PreferenceName='Loopback exemption enabled'
    3. Click the refresh button in the Shopping Admin Console toolbar and check that the Loopback exemption enabled setting is now visible.

How Shopping Admin Console Settings appear after installation:233275672.png

Loopback exemption enabled setting made visible:

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  1. In the Web Application section:

    1. Ensure that the value in the 1E Tachyon Agent loopback URL starts with https:// (by default this will be set to http://).

  2. In the WSA section:

    1. Add the URL for your ServiceNow instance to the Alternative Urls setting. You can add multiple URLs using the pipe | character.

    2. Set the value of Firefox support enabled to True.

    3. Set the value of Loopback exemption enabled to True.

  3. Click Save at the top of the Settings screen to save the changes.

  4. After making these changes in the Shopping Admin Console you will then need to restart all the currently installed 1E Client services where the Shopping module is enabled.

Example completed Settings:

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After Shopping integration has been enabled

Now when a user opens the Virtual Agent by browsing on a device where the 1E Client and Shopping module is installed, the 1E Virtual Assistant will be able to determine the user's current device and allow them to select that in addition to any that are currently assigned to them in the ServiceNow CMDB, as shown in the picture opposite.

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