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Connect Support and Service Portal

Connect Support and Service Portal

Use Connect Support in your portal to allow your users to ask questions or submit requests to support agents. You configure the instance options to control the appearance of your widget and how it functions.

The Connect Support and Service Portal integration creates a Connect Support widget that you can add to a page in the Service Portal.

Activate Connect Support for Service Portal

Activate the Connect Support and Service Portal integration plugin so you can add the Connect Support widget to a portal page.

Before you begin

Role required: admin

About this task

Activating the Connect Support and Service Portal integration plugin automatically activates the Connect Support plugin.

Procedure

  1. Navigate to System Definition > Plugins.
  2. Search for and activate the Connect Support and Service Portal integration plugin [com.glide.connect.support.service-portal].

What to do next

After activating the plugin, the Connect Support widget appears in the list of widgets under Service Portal > Widgets. Use Connect Support in a portal by adding the widget to any page within the portal. For more information on adding a widget to a page, see Customize a page.
Figure 1. Connect Support widget
Connect Support widget after it has been added to a portal page

Configure Connect Support widget instance options

You can control the appearance of your widget and how it functions by configuring the instance options.

Before you begin

Role required: admin

Procedure

  1. Navigate to Service Portal > Service Portal Configuration and open the Service Portal Designer.
  2. From the Service Portal Designer, select the page you added the Connect Support widget to. If you have not yet added the widget to a page, see Customize a page for more information.
  3. Click the edit icon in the corner of the widget to open the instance options menu.
  4. Complete the fields using the following table. Depending on the functionality you want to add, you may not need to add all these fields. For example, if you include the Queue ID, you do not also need to include the Queue Name or the Queue URL.
    Table 1. Connect Support widget instance options
    Field Description
    Bootstrap color Select a color for your widget from a list of common bootstrap colors. Themes control the overall color of a widget, but if you want your widget to be a specific color, you can select it from the list.
    Queue URL The URL for the Connect Support chat queue that you want questions to be directed to. For example, htts://<instancename.service-now.com/$chat_support.do?queueID=<sys_id>
    Queue Name The name of the queue you want the questions to be directed to. You can find a list of queue names in Collaborate > Connect Support > Queues.
    Queue ID The sys_id of the queue you want questions to be directed to. You can find this ID by going to the support queue and either copying the queue ID from the support link, or by selecting Copy sys_id from the context menu.
    Message The text for the button in the Connect Support widget
    Window Use this option to open the chat in another tab rather than in a new window.
    Title The name in the widget header

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