Home Orlando Now Platform Capabilities Now Platform capabilities Connect Activate Connect Support

Activate Connect Support

You can activate the Connect Support plugin (com.glide.connect.support) if you have the admin role. This plugin includes demo data.

Before you begin

If you are currently using the legacy chat feature to provide help desk support, close any open help desk chats before activating Connect Support. Legacy chat and Connect Support should not be used concurrently. When you activate Connect Support, the system automatically sets the state of all Chat Queue Entry [chat_queue_entry] records to Closed Complete. This ends any open help desk chats. For more information, see Migrate from legacy chat to Connect Support.

Role required: admin

Procedure

Navigate to System Applications > All Available Applications > All.
Find the plugin using the filter criteria and search bar.

You can search for the plugin by its name or ID. If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.
Click Install, and then in the Activate Plugin dialog box, click Activate.

Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise they will receive the following error: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

Properties installed with Connect Support

Properties are added with activation of Connect Support.


Name	Description
connect.support.conversation_limit	Determines how many support conversations an individual agent can have at one time. When the value is set to -1, an agent can participate in an unlimited number of conversations. Type: integer Default value: -1 Location: Collaborate > Support Administration > Properties
connect.support.idle.delay	Determines how many seconds a user must be inactive in a support conversation before an idle countdown timer appears. Type: integer Default value: 120 Location: Collaborate > Support Administration > Properties
connect.support.idle.count_down	Determines how many seconds the idle countdown timer remains open after it appears. If the idle user does not dismiss the timer before the countdown completes, the system closes the support session. Type: integer Default value: 60 Location: Collaborate > Support Administration > Properties
connect.support.show_agent_avatar	Determines whether an agent's avatar is shown in a support conversation (enabled). When the property is disabled, users see the agent's name only. Type: true \| false Default value: true Location: Collaborate > Support Administration > Properties
connect.support.user.closed.conversation_limit	Determines how many closed conversations appear in a user's support conversation history. When the value is set to 0, all previous conversations appear in the history. Type: integer Default value: 0 Location: Collaborate > Support Administration > Properties
glide.connect.support.enabled	Disables or enables Connect Support. When the property is enabled, the Service Desk Chat button in the Employee Self-Service portal opens the conversation in Connect Support, rather than legacy chat. Additionally, the Support tab appears in the Connect sidebar. Type: true \| false Default value: true Location: Collaborate > Support Administration > Properties
glide.connect.support.reflect_system_messages	Controls whether Connect Support reflects system messages in records created from a support chat, for example, transfer notices, automated queue messages, etc. Type: true \| false Default value: false Location: System Property [sys_properties] table

Additional plugins for Connect Support

Additional plugins are available for Connect Support. These plugins integrate Connect Support with other features and provide capabilities to track performance metrics.

You must have the admin role to activate these additional plugins. For details, see Activate a plugin .

Table 1. Additional plugins for Connect Support
Plugin	Description
Connect Support and Service Portal Integration [com.glide.connect.support.service-portal]	Adds Connect Support components for use in the Service Portal.
Connect Support Manager's Dashboard [com.glide.connect.managers_dashboard]	Provides a homepage for Connect Support, and all required configuration records. Though the plugin name contains the term dashboard, the plugin does not provide functionality related to Performance Analytics dashboards. Homepages are similar to dashboards, but do not require Performance Analytics roles to view. Note: The Connect Support Manager's Dashboard plugin does not activate Connect Support automatically. You must activate Connect Support to collect data for the homepage.
Human Resources Application: HR Connect [com.snc.hr.hr_connect]	Sets up a human resources (HR) chat queue and makes it available on the HR Service Portal. Note: This plugin does not appear in the System Definition>Plugins list. Contact ServiceNow personnel to activate it. If not already active, the Human Resources Application: HR Connect plugin activates these related plugins: Human Resources Application: Core [com.snc.hr.core]: Provides basic HR features.
Performance Analytics - Content Pack - Service Desk Chat [com.snc.pa.chat]	Provides the Service Desk Chat Monitor dashboard, which analyzes key Connect Support metrics and indicators. The Performance Analytics - Content Pack - Service Desk Chat plugin activates these related plugins if they are not already active: Connect Support Manager's Dashboard [com.glide.connect.managers_dashboard]: See description in this table.
Performance Analytics - Context Sensitive Analytics for Chat [com.snc.pa.chat.context_sensitive_analytics]	Provides in-form analytics for Connect Support. These analytics are available as a related link on the Chat Queue Entry [chat_queue_entry] form, and also as the Context Sensitive Analytics - Chat dashboard. The Performance Analytics - Context Sensitive Analytics for Chat plugin activates these related plugins if they are not already active: Performance Analytics - Content Pack - Service Desk Chat [com.snc.pa.chat]: See description in this table.

Previous topic

Next topic

Release version

Activate Connect Support

You can activate the Connect Support plugin (com.glide.connect.support) if you have the admin role. This plugin includes demo data.

Before you begin

Role required: admin

Procedure

Navigate to System Applications > All Available Applications > All.
Find the plugin using the filter criteria and search bar.

You can search for the plugin by its name or ID. If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.
Click Install, and then in the Activate Plugin dialog box, click Activate.

Note: When domain separation and delegated admin are enabled in an instance, the administrative user must be in the global domain. Otherwise they will receive the following error: Application installation is unavailable because another operation is running: Plugin Activation for <plugin name>.

Properties installed with Connect Support

Properties are added with activation of Connect Support.


Name	Description
connect.support.conversation_limit	Determines how many support conversations an individual agent can have at one time. When the value is set to -1, an agent can participate in an unlimited number of conversations. Type: integer Default value: -1 Location: Collaborate > Support Administration > Properties
connect.support.idle.delay	Determines how many seconds a user must be inactive in a support conversation before an idle countdown timer appears. Type: integer Default value: 120 Location: Collaborate > Support Administration > Properties
connect.support.idle.count_down	Determines how many seconds the idle countdown timer remains open after it appears. If the idle user does not dismiss the timer before the countdown completes, the system closes the support session. Type: integer Default value: 60 Location: Collaborate > Support Administration > Properties
connect.support.show_agent_avatar	Determines whether an agent's avatar is shown in a support conversation (enabled). When the property is disabled, users see the agent's name only. Type: true \| false Default value: true Location: Collaborate > Support Administration > Properties
connect.support.user.closed.conversation_limit	Determines how many closed conversations appear in a user's support conversation history. When the value is set to 0, all previous conversations appear in the history. Type: integer Default value: 0 Location: Collaborate > Support Administration > Properties
glide.connect.support.enabled	Disables or enables Connect Support. When the property is enabled, the Service Desk Chat button in the Employee Self-Service portal opens the conversation in Connect Support, rather than legacy chat. Additionally, the Support tab appears in the Connect sidebar. Type: true \| false Default value: true Location: Collaborate > Support Administration > Properties
glide.connect.support.reflect_system_messages	Controls whether Connect Support reflects system messages in records created from a support chat, for example, transfer notices, automated queue messages, etc. Type: true \| false Default value: false Location: System Property [sys_properties] table

Additional plugins for Connect Support

Additional plugins are available for Connect Support. These plugins integrate Connect Support with other features and provide capabilities to track performance metrics.

You must have the admin role to activate these additional plugins. For details, see Activate a plugin .

Table 1. Additional plugins for Connect Support
Plugin	Description
Connect Support and Service Portal Integration [com.glide.connect.support.service-portal]	Adds Connect Support components for use in the Service Portal.
Connect Support Manager's Dashboard [com.glide.connect.managers_dashboard]	Provides a homepage for Connect Support, and all required configuration records. Though the plugin name contains the term dashboard, the plugin does not provide functionality related to Performance Analytics dashboards. Homepages are similar to dashboards, but do not require Performance Analytics roles to view. Note: The Connect Support Manager's Dashboard plugin does not activate Connect Support automatically. You must activate Connect Support to collect data for the homepage.
Human Resources Application: HR Connect [com.snc.hr.hr_connect]	Sets up a human resources (HR) chat queue and makes it available on the HR Service Portal. Note: This plugin does not appear in the System Definition>Plugins list. Contact ServiceNow personnel to activate it. If not already active, the Human Resources Application: HR Connect plugin activates these related plugins: Human Resources Application: Core [com.snc.hr.core]: Provides basic HR features.
Performance Analytics - Content Pack - Service Desk Chat [com.snc.pa.chat]	Provides the Service Desk Chat Monitor dashboard, which analyzes key Connect Support metrics and indicators. The Performance Analytics - Content Pack - Service Desk Chat plugin activates these related plugins if they are not already active: Connect Support Manager's Dashboard [com.glide.connect.managers_dashboard]: See description in this table.
Performance Analytics - Context Sensitive Analytics for Chat [com.snc.pa.chat.context_sensitive_analytics]	Provides in-form analytics for Connect Support. These analytics are available as a related link on the Chat Queue Entry [chat_queue_entry] form, and also as the Context Sensitive Analytics - Chat dashboard. The Performance Analytics - Context Sensitive Analytics for Chat plugin activates these related plugins if they are not already active: Performance Analytics - Content Pack - Service Desk Chat [com.snc.pa.chat]: See description in this table.

How search works:

Topics are ranked in search results by how closely they match your search terms

Activate Connect Support

Activate Connect Support

Properties installed with Connect Support

Additional plugins for Connect Support

On this page

Activate Connect Support

Activate Connect Support

Properties installed with Connect Support

Additional plugins for Connect Support

Log in to personalize your search results and subscribe to topics