The current CTI Integration within ServiceNow allows third party phone agents to do a screen-pop to send call data to the ServiceNow instance to pre-populate a ticket or do other activities. By default, the CTI integration will take the call information and determine if the caller already has open tickets associated to them. If they do, the system will show that user’s record with a list of their open incidents and assigned configuration items.
While this feature is great, a lot of companies want to bypass this feature and open a new incident form regardless of whether or not the caller already has open tickets.
The following solution creates a new CTI Rule in a ServiceNow instance to give your Call Agent System the opportunity to force open a new incident record regardless of the number of open tickets already associated to the user.
This solution does not change the CTI interface in any way as it leverages the extensibility portion of the CTI integration. You can leverage the same URL parameters as the standard interface. To have your system trigger this rule rather than the standard one, you simply add the following URL parameter to your URL: sysparm_cti_rule=cti_inc
For example, lets take the scenario of Fred Luddy calling into the help desk. Fred already has active tickets open. Let’s contrast the OOB rule with this rule:
OOB Rule
URL:
https://MYINSTANCE.service-now.com/cti.do?
sysparm_caller_name=Fred%20Luddy
&sysparm_impact=1
&sysparm_short_description=My%20CTI%20Posted%20Ticket
RESULT:
Notice how the system shows the User Record, rather than a New Incident form.
This New Optional Rule
URL (notice the last URL Parameter):
https://MYINSTANCE.service-now.com/cti.do?
sysparm_caller_name=Fred%20Luddy
&sysparm_impact=1
&sysparm_short_description=My%20CTI%20Posted%20Ticket
&sysparm_cti_rule=cti_inc
RESULT:
As you can see, the extra URL parameter bypassed the User Record view and forced the system to still pre-fill an incident record for the caller.
Download
You can currently download this solution from the ServiceNow Share Portal:
CTI Rule: Always Show incident Form
Hi Andersen,
can you please provice me the steps to get the CTI Implementaion done.
i am not sure how we start and where we should modify the OOB rule as i dint find any business rule that shows the above link mentioned.
can you please guide me so that i can do it.
Regards,
Vijay P
New to service now. We have a server side process that monitors all calls on various phone systems (Avaya Aura, Cisco UCCX, Cisco UCCE, Avaya IP Office etc.) and sends data to various CRM platforms. We are looking at supporting service now and came across this CTI reference. This appears to be a client side url request (softphone or other process monitoring single extension sets the local browser to the example url). Is anyone aware of a way to send a request from a server process to service now system that will push a screen down to the user?
E.g. On new call want to create a new incident and display to the agent. Is there a restful API that would support adding an incident and forcing it to display to a given agent? This is pretty common in some other CRM systems APIs but did not see this in first pass of the service now REST APIs.
Great Stuff John 🙂 Thanks for this.