Genesys Cloud - Developer Community!

Hello to everyone,

I'm trying to configure the status mapping between GenesysCloud and Service Now: I tried several configurations bot none of them is working correctly.

In Service Now test environment, only 3 status are configured (Available, Away and Offline), while in Genesys Cloud all default System presences are available. In the resource center (...see Map statuses between Genesys Cloud and ServiceNow - Genesys Cloud Resource Center) is written "any change in presence state initiated by the agent in ServiceNow instantly reflects in Genesys Cloud", so the expected map is just ServiceNow-->Genesys (and not the other way round) ?

In that case should be enough setting a mapiing similar to : Available(ServiceNow)--> On queue, Offline (ServiceNow) --> Offline and all other presences to the fallbackGenesysStatusAway (set to Busy).

Or there should be a 1:1 relation between presences in both systems ?

Furthermore, in the json sample provided in Resource Center (link above) there are two Idle/Not Responding items that look not being presences in ServiceNow. The Idle "item" is defined without a ServiceNow Id while "Not Responding" has it. Sounds strange ?

Does anyone have any experience about it or a working mapping example ?

Thank you and Regards,

Domenico 

Hello to everyone,

I'm trying to configure the status mapping between GenesysCloud and Service Now: I tried several configurations bot none of them is working correctly.

In Service Now test environment, only 3 status are configured (Available, Away and Offline), while in Genesys Cloud all default System presences are available. In the resource center (...see Map statuses between Genesys Cloud and ServiceNow - Genesys Cloud Resource Center) is written "any change in presence state initiated by the agent in ServiceNow instantly reflects in Genesys Cloud", so the expected map is just ServiceNow-->Genesys (and not the other way round) ?

In that case should be enough setting a mapiing similar to : Available(ServiceNow)--> On queue, Offline (ServiceNow) --> Offline and all other presences to the fallbackGenesysStatusAway (set to Busy).

Or there should be a 1:1 relation between presences in both systems ?

Furthermore, in the json sample provided in Resource Center (link above) there are two Idle/Not Responding items that look not being presences in ServiceNow. The Idle "item" is defined without a ServiceNow Id while "Not Responding" has it. Sounds strange ?

Does anyone have any experience about it or a working mapping example ?

Thank you and Regards,

Domenico 

Hello @Domenico Colella

I recently implemented this connector for a client and configured the status mapping to synchronize between the platforms.

It will only reflect changes when updating the status in ServiceNow to Genesys; the opposite direction does not work. If we try to change the status in Genesys and expect it to update in ServiceNow, we receive a yellow warning message.

On the ServiceNow side, you can create additional statuses to match those in Genesys - this will depend on each business requirement.

Initially, you must collect the status IDs from both ServiceNow and Genesys, and then configure the mapping as needed. Below, I will include an example of how I implemented it here:

"statusMappings": [
    {
      "name": "On Queue",
      "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxxxx4798f",
      "serviceNowStatus": "0b10223c57xxxxxxxbaaaa65ef94f970"
    },
    {
      "name": "On Queue",
      "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxxxx4798f",
      "serviceNowStatus": "d2b7d14b97f8xxxxxxxbaaaa137f053af4f"
    },
    {
      "name": "Training",
      "genesysStatus": "d2390a99-8546-bad9-8f0a-xxxxxx8aeb0",
      "serviceNowStatus": "388e97b23b6cf650b28xxxxxx047f4e45a35"
    },
    {
      "name": "Offline",
      "genesysStatus": "ccf3c10a-aa2c-4845-8e8d-fxxxxxx58e5",
      "serviceNowStatus": "9cd83267575313005xxxxxx65ef94f98b"
    },
    {
      "name": "Meeting",
      "genesysStatus": "bbdff279-7ae1-48ea-bade-xxxxxx4c64",
      "serviceNowStatus": "be0fdb323b6cf650b28xxxxxx047f4e45a25"
    },
    {
      "name": "Idle",
      "genesysStatus": "7ffa01cd-7866-4ad7-8faa-xxxxxx2f51f"
    },
    {
      "name": "Available",
      "genesysStatus": "6a3af858-942f-489d-9700-xxxxxxae9b",
      "serviceNowStatus": "c48f9b323b6cf650b28xxxxxx047f4e45a62"
    },
    {
      "name": "Away",
      "genesysStatus": "5e5c5c66-ea97-4e7f-ac41-xxxxxx29f2",
      "serviceNowStatus": "41f9b8dfb31313005xxxxxx6e5f26a8dcac"
    },
    {
      "name": "Meal",
      "genesysStatus": "3fd96123-badb-4f69-bc03-xxxxxxd8014",
      "serviceNowStatus": "86ff97fe3b2cf650b28xxxxxx047f4e45abe"
    },
    {
      "name": "Break",
      "genesysStatus": "227b37e2-f1d0-4dd0-8f50-xxxxxx6d158",
      "serviceNowStatus": "96206b363b6cf650b28xxxxxx047f4e45ad8"
    },
    {
      "name": "Busy",
      "genesysStatus": "31fe3bac-dea6-44b7-bed7-xxxxxxa1a0",
      "serviceNowStatus": "1a7027363b6cf650b28xxxxxx047f4e45a68"
    },
    {
      "name": "Not Available",
      "genesysStatus": "5e5c5c66-ea97-4e7f-ac41-xxxxxx29f2",
      "defaultNotRespondingStatus": true,
      "serviceNowStatus": "1a7027363b6cf650b28xxxxxx047f4e45a68"
    }
  ]

The "Not Responding" status does not currently exist on the ServiceNow side, but you can create a status to handle this condition and allow synchronization between both platforms.

And also, don't forget to properly map these fields to ensure that the integration works correctly.

 "fallbackGenesysStatus": "5e5cxxx-ea97-4e7f-ac41-xxxxx84829f2",
   "defaultServiceNowQueue": "123456",
   "queueMappings": [
        {
            "genesysId": "24ebc7f9-xxxx-4d72-bd3b-7cfxxxxd55c",
            "serviceNowSysId": "e9c3770493452300a591fxxxx7ffbed"
        }
    ],
    "serviceNowProviderId": "genesys",

Hello to everyone,

I'm trying to configure the status mapping between GenesysCloud and Service Now: I tried several configurations bot none of them is working correctly.

In Service Now test environment, only 3 status are configured (Available, Away and Offline), while in Genesys Cloud all default System presences are available. In the resource center (...see Map statuses between Genesys Cloud and ServiceNow - Genesys Cloud Resource Center) is written "any change in presence state initiated by the agent in ServiceNow instantly reflects in Genesys Cloud", so the expected map is just ServiceNow-->Genesys (and not the other way round) ?

In that case should be enough setting a mapiing similar to : Available(ServiceNow)--> On queue, Offline (ServiceNow) --> Offline and all other presences to the fallbackGenesysStatusAway (set to Busy).

Or there should be a 1:1 relation between presences in both systems ?

Furthermore, in the json sample provided in Resource Center (link above) there are two Idle/Not Responding items that look not being presences in ServiceNow. The Idle "item" is defined without a ServiceNow Id while "Not Responding" has it. Sounds strange ?

Does anyone have any experience about it or a working mapping example ?

Thank you and Regards,

Domenico 

Hello Gabriel,

thank you for your answer but I'm missing a point: as far as I understood both ServiceNow and Genesys can route and push items to agents: ServiceNow routing is active when agents are in SN "Available" system state (or any other SN custom state marked as available for routing), Genesys routing is active when agents are "On Queue". 

For your experience, you should map the "Available" system status in ServiceNow to Genesys On Queue(1) or to Available(2) ?

In (1) both Genesys and ServiceNow will route concurrently to the same agent. Right ?

In option (2) when the agent is Available to receive items in ServiceNow, it cannot be a target for Genesys ACD. In this case we can add a dedicated non routable status in ServiceNow (i.e. "BusyOnACDQueue"), to be mapped to Genesys "On Queue". So ServiceNow will not push items to agent while he is active on Genesys ACD.

Which option do you used in your configuration ?

When both Geneys and ServiceNow are routing concurrently, are race conditions managed by the integration ?

Thanks and regards,

Domenico

Hello @Domenico Colella

I recently implemented this connector for a client and configured the status mapping to synchronize between the platforms.

It will only reflect changes when updating the status in ServiceNow to Genesys; the opposite direction does not work. If we try to change the status in Genesys and expect it to update in ServiceNow, we receive a yellow warning message.

On the ServiceNow side, you can create additional statuses to match those in Genesys - this will depend on each business requirement.

Initially, you must collect the status IDs from both ServiceNow and Genesys, and then configure the mapping as needed. Below, I will include an example of how I implemented it here:

"statusMappings": [
    {
      "name": "On Queue",
      "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxxxx4798f",
      "serviceNowStatus": "0b10223c57xxxxxxxbaaaa65ef94f970"
    },
    {
      "name": "On Queue",
      "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxxxx4798f",
      "serviceNowStatus": "d2b7d14b97f8xxxxxxxbaaaa137f053af4f"
    },
    {
      "name": "Training",
      "genesysStatus": "d2390a99-8546-bad9-8f0a-xxxxxx8aeb0",
      "serviceNowStatus": "388e97b23b6cf650b28xxxxxx047f4e45a35"
    },
    {
      "name": "Offline",
      "genesysStatus": "ccf3c10a-aa2c-4845-8e8d-fxxxxxx58e5",
      "serviceNowStatus": "9cd83267575313005xxxxxx65ef94f98b"
    },
    {
      "name": "Meeting",
      "genesysStatus": "bbdff279-7ae1-48ea-bade-xxxxxx4c64",
      "serviceNowStatus": "be0fdb323b6cf650b28xxxxxx047f4e45a25"
    },
    {
      "name": "Idle",
      "genesysStatus": "7ffa01cd-7866-4ad7-8faa-xxxxxx2f51f"
    },
    {
      "name": "Available",
      "genesysStatus": "6a3af858-942f-489d-9700-xxxxxxae9b",
      "serviceNowStatus": "c48f9b323b6cf650b28xxxxxx047f4e45a62"
    },
    {
      "name": "Away",
      "genesysStatus": "5e5c5c66-ea97-4e7f-ac41-xxxxxx29f2",
      "serviceNowStatus": "41f9b8dfb31313005xxxxxx6e5f26a8dcac"
    },
    {
      "name": "Meal",
      "genesysStatus": "3fd96123-badb-4f69-bc03-xxxxxxd8014",
      "serviceNowStatus": "86ff97fe3b2cf650b28xxxxxx047f4e45abe"
    },
    {
      "name": "Break",
      "genesysStatus": "227b37e2-f1d0-4dd0-8f50-xxxxxx6d158",
      "serviceNowStatus": "96206b363b6cf650b28xxxxxx047f4e45ad8"
    },
    {
      "name": "Busy",
      "genesysStatus": "31fe3bac-dea6-44b7-bed7-xxxxxxa1a0",
      "serviceNowStatus": "1a7027363b6cf650b28xxxxxx047f4e45a68"
    },
    {
      "name": "Not Available",
      "genesysStatus": "5e5c5c66-ea97-4e7f-ac41-xxxxxx29f2",
      "defaultNotRespondingStatus": true,
      "serviceNowStatus": "1a7027363b6cf650b28xxxxxx047f4e45a68"
    }
  ]

The "Not Responding" status does not currently exist on the ServiceNow side, but you can create a status to handle this condition and allow synchronization between both platforms.

And also, don't forget to properly map these fields to ensure that the integration works correctly.

 "fallbackGenesysStatus": "5e5cxxx-ea97-4e7f-ac41-xxxxx84829f2",
   "defaultServiceNowQueue": "123456",
   "queueMappings": [
        {
            "genesysId": "24ebc7f9-xxxx-4d72-bd3b-7cfxxxxd55c",
            "serviceNowSysId": "e9c3770493452300a591fxxxx7ffbed"
        }
    ],
    "serviceNowProviderId": "genesys",

Hello to everyone,

I'm trying to configure the status mapping between GenesysCloud and Service Now: I tried several configurations bot none of them is working correctly.

In Service Now test environment, only 3 status are configured (Available, Away and Offline), while in Genesys Cloud all default System presences are available. In the resource center (...see Map statuses between Genesys Cloud and ServiceNow - Genesys Cloud Resource Center) is written "any change in presence state initiated by the agent in ServiceNow instantly reflects in Genesys Cloud", so the expected map is just ServiceNow-->Genesys (and not the other way round) ?

In that case should be enough setting a mapiing similar to : Available(ServiceNow)--> On queue, Offline (ServiceNow) --> Offline and all other presences to the fallbackGenesysStatusAway (set to Busy).

Or there should be a 1:1 relation between presences in both systems ?

Furthermore, in the json sample provided in Resource Center (link above) there are two Idle/Not Responding items that look not being presences in ServiceNow. The Idle "item" is defined without a ServiceNow Id while "Not Responding" has it. Sounds strange ?

Does anyone have any experience about it or a working mapping example ?

Thank you and Regards,

Domenico 

Hello,

Let's go through this. To stay active in ServiceNow, the agent really needs to be in "Available" status. However, you can configure the routing behavior using the Service Channel settings.

In my scenario, I have two productive statuses:

One "Available" status for handling voice calls that is mapped to Genesys On Queue, and the Service Channel is set only for Phone.

If your agent handles interactions both in Genesys and ServiceNow, the Service Channel is what controls this based on the media type.

For a scenario where the agent should only handle contacts in ServiceNow and not in Genesys, we configured a ServiceNow status mapped to Chat (which is 100% handled inside ServiceNow), and on the Genesys side we mapped it to an Away status so the agent doesn't receive interactions from Genesys. The client also needed this time to be counted in WFM, so this approach worked perfectly.

I'll attach a screenshot of the Service Channel setup so you can get an idea - then you just need to create your statuses according to the media types and synchronize them with the Genesys mapping.

Hello Gabriel,

thank you for your answer but I'm missing a point: as far as I understood both ServiceNow and Genesys can route and push items to agents: ServiceNow routing is active when agents are in SN "Available" system state (or any other SN custom state marked as available for routing), Genesys routing is active when agents are "On Queue". 

For your experience, you should map the "Available" system status in ServiceNow to Genesys On Queue(1) or to Available(2) ?

In (1) both Genesys and ServiceNow will route concurrently to the same agent. Right ?

In option (2) when the agent is Available to receive items in ServiceNow, it cannot be a target for Genesys ACD. In this case we can add a dedicated non routable status in ServiceNow (i.e. "BusyOnACDQueue"), to be mapped to Genesys "On Queue". So ServiceNow will not push items to agent while he is active on Genesys ACD.

Which option do you used in your configuration ?

When both Geneys and ServiceNow are routing concurrently, are race conditions managed by the integration ?

Thanks and regards,

Domenico

Hello @Domenico Colella

I recently implemented this connector for a client and configured the status mapping to synchronize between the platforms.

It will only reflect changes when updating the status in ServiceNow to Genesys; the opposite direction does not work. If we try to change the status in Genesys and expect it to update in ServiceNow, we receive a yellow warning message.

On the ServiceNow side, you can create additional statuses to match those in Genesys - this will depend on each business requirement.

Initially, you must collect the status IDs from both ServiceNow and Genesys, and then configure the mapping as needed. Below, I will include an example of how I implemented it here:

"statusMappings": [
    {
      "name": "On Queue",
      "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxxxx4798f",
      "serviceNowStatus": "0b10223c57xxxxxxxbaaaa65ef94f970"
    },
    {
      "name": "On Queue",
      "genesysStatus": "e08eaf1b-ee47-4fa9-a231-12xxxxxx4798f",
      "serviceNowStatus": "d2b7d14b97f8xxxxxxxbaaaa137f053af4f"
    },
    {
      "name": "Training",
      "genesysStatus": "d2390a99-8546-bad9-8f0a-xxxxxx8aeb0",
      "serviceNowStatus": "388e97b23b6cf650b28xxxxxx047f4e45a35"
    },
    {
      "name": "Offline",
      "genesysStatus": "ccf3c10a-aa2c-4845-8e8d-fxxxxxx58e5",
      "serviceNowStatus": "9cd83267575313005xxxxxx65ef94f98b"
    },
    {
      "name": "Meeting",
      "genesysStatus": "bbdff279-7ae1-48ea-bade-xxxxxx4c64",
      "serviceNowStatus": "be0fdb323b6cf650b28xxxxxx047f4e45a25"
    },
    {
      "name": "Idle",
      "genesysStatus": "7ffa01cd-7866-4ad7-8faa-xxxxxx2f51f"
    },
    {
      "name": "Available",
      "genesysStatus": "6a3af858-942f-489d-9700-xxxxxxae9b",
      "serviceNowStatus": "c48f9b323b6cf650b28xxxxxx047f4e45a62"
    },
    {
      "name": "Away",
      "genesysStatus": "5e5c5c66-ea97-4e7f-ac41-xxxxxx29f2",
      "serviceNowStatus": "41f9b8dfb31313005xxxxxx6e5f26a8dcac"
    },
    {
      "name": "Meal",
      "genesysStatus": "3fd96123-badb-4f69-bc03-xxxxxxd8014",
      "serviceNowStatus": "86ff97fe3b2cf650b28xxxxxx047f4e45abe"
    },
    {
      "name": "Break",
      "genesysStatus": "227b37e2-f1d0-4dd0-8f50-xxxxxx6d158",
      "serviceNowStatus": "96206b363b6cf650b28xxxxxx047f4e45ad8"
    },
    {
      "name": "Busy",
      "genesysStatus": "31fe3bac-dea6-44b7-bed7-xxxxxxa1a0",
      "serviceNowStatus": "1a7027363b6cf650b28xxxxxx047f4e45a68"
    },
    {
      "name": "Not Available",
      "genesysStatus": "5e5c5c66-ea97-4e7f-ac41-xxxxxx29f2",
      "defaultNotRespondingStatus": true,
      "serviceNowStatus": "1a7027363b6cf650b28xxxxxx047f4e45a68"
    }
  ]

The "Not Responding" status does not currently exist on the ServiceNow side, but you can create a status to handle this condition and allow synchronization between both platforms.

And also, don't forget to properly map these fields to ensure that the integration works correctly.

 "fallbackGenesysStatus": "5e5cxxx-ea97-4e7f-ac41-xxxxx84829f2",
   "defaultServiceNowQueue": "123456",
   "queueMappings": [
        {
            "genesysId": "24ebc7f9-xxxx-4d72-bd3b-7cfxxxxd55c",
            "serviceNowSysId": "e9c3770493452300a591fxxxx7ffbed"
        }
    ],
    "serviceNowProviderId": "genesys",

Hello to everyone,

I'm trying to configure the status mapping between GenesysCloud and Service Now: I tried several configurations bot none of them is working correctly.

In Service Now test environment, only 3 status are configured (Available, Away and Offline), while in Genesys Cloud all default System presences are available. In the resource center (...see Map statuses between Genesys Cloud and ServiceNow - Genesys Cloud Resource Center) is written "any change in presence state initiated by the agent in ServiceNow instantly reflects in Genesys Cloud", so the expected map is just ServiceNow-->Genesys (and not the other way round) ?

In that case should be enough setting a mapiing similar to : Available(ServiceNow)--> On queue, Offline (ServiceNow) --> Offline and all other presences to the fallbackGenesysStatusAway (set to Busy).

Or there should be a 1:1 relation between presences in both systems ?

Furthermore, in the json sample provided in Resource Center (link above) there are two Idle/Not Responding items that look not being presences in ServiceNow. The Idle "item" is defined without a ServiceNow Id while "Not Responding" has it. Sounds strange ?

Does anyone have any experience about it or a working mapping example ?

Thank you and Regards,

Domenico