- 1 Installing Glance for ServiceNow
- 2 Glance Menu
- 3 User Roles
- 4 Getting Started
- 5 Demo Functionality
- 6 Troubleshooting
- 6.0.1 The Glance Card is / is not visible for users
- 6.0.2 Glance Card has been added to the form view, but sessions won’t start
- 6.0.3 Menu options are / are not visible for users
- 6.0.4 Could not parse domain
- 6.0.5 Visitor tries to start session and gets error “Unable to connect to Glance”
- 6.0.6 Cross Domain Error: Untrusted Origin
- 6.0.7 Mixed Content Warnings in console
- 6.0.8 CSS/Styling is missing on the agent side
- 6.0.9 Blocked script execution
- 7 Support
This section will show you how to set up Glance for ServiceNow so your agents can instantly cobrowse with customers as they navigate a company’s website.
Below are the Glance for ServiceNow application dependencies:
- Required Plugins – None
- System Table Permissions Required
- User (sys_user)
Installing Glance for ServiceNow
Below are the install configuration instructions for Glance for ServiceNow.
To install Glance:
- Once you have signed up for and/or purchased the connector, you will see the Glance application under the Applications menu in your ServiceNow instance.
2. After the install is complete, you will see the Glance menu on the left navigation bar. All functions and settings related to Glance are contained in this menu.
The following describes the Glance menu sections:
- Sessions: holds the session information from each Glance session that has been completed on this instance of ServiceNow.
- Sync events: shows the attempts from ServiceNow to update any unsynchronized sessions. These records are automatically created by the Scheduled sync job (hourly by default).
- Company Settings: contains the API details and general Glance settings. Only the record marked default is used.
- Display Configurations: contains the settings for each table that has the Glance integration.
- Formatters: these are the UI Formatters that can be added to forms to render the Glance launch UI in ServiceNow.
- REST APIs: ServiceNow inbound REST APIs that support the integration.
- REST Messages: ServiceNow outbound REST Messages for connecting to Glance APIs.
- GlanceActivityService: used to synchronize session data.
- GlanceSessionService: used to find the visitor/guest details when launching a new session.
- Scheduled Sync: the scheduled job that periodically synchronizes the session data. Note: This job should not be executed more than once per hour. A business rule prevents the repeat interval from being less than an hour.
- System properties that can be used to control the application.
There are two user roles included with the application:
- X_glne_conn.user: this role has access to the Glance Card on any table that it has been placed on.
- X_glne_conn.admin: this role has full access to all functionality.
There are five basic steps to get started:
- Get a Glance account. Contact Glance Customer Success at email@example.com.
- Create a Company Settings record.
- Create a Display Configuration record for the table to integrate.
- Configure the ServiceNow form and add the Glance Card formatter.
- Optionally add the Glance Sessions related list to the form (ensure system property is set).
Step 1: Get a Glance Account
A Glance account is required for the connector to function properly. If you don’t have a Glance account, you will need to be provisioned with one by Glance. Please contact Glance Customer Success.
Step 2: Create a Company Settings Record
Once you have a Glance account, you need to create a link between ServiceNow and Glance. The second step in connecting ServiceNow to Glance is to create a Company Settings record.
To create the link:
- Go to the Glance menu.
- Select Configuration.
- Choose Company Settings.
This is where you will enter your company-specific information that will allow Glance and ServiceNow to communicate.
4. Provide the following Glance details:
- Name: an arbitrary value used to help identify the record.
- Partner ID: your Glance Group or Partner ID.
- API key: your API key which is obtained from the glance.net portal.
- SSO expiration: the number of seconds for an SSO key to be valid for. (Default is 3600 = 1 hour.)
- Partner UID field: the field on the ServiceNow sys_user table that contains the Partner User ID used to identify Glance agents.
- Default: reserved for future use. For the time being, this field is used to identify the company settings to use.
- Presence: activate the Glance Presence service. If a visitor is connected and present, the Cobrowse button will glow orange.
- Show terms: controls the action performed when first connecting to an identified/present visitor (1-Click Connect). If true, the user will be shown Terms and Conditions and have the option to decline Cobrowse. If false, the Cobrowse session will start immediately.
Step 3: Create a Display Configuration Record
Display configurations are used to setup Glance for the different forms the integration will be used on. A Display Configuration record must be created for every table you want to integrate with.
To create a display configuration record:
- Go to the Company Settings record.
- Scroll to the Display Configurations related list.
- Click on New.
- Add the following details:
- Table: select the table you want to use the Glance integration with.
- Visitor ID: select the field where the Visitor ID is located. This will normally be a field on the user/visitor record which is referenced on the form. You must be able to navigate to this field directly from the form you are adding the Glance integration to.
- Company settings: the company settings this configuration belongs to. (This field will be prefilled when created from the Company Settings record.)
- Active: enable the Glance integration for this table.
- Auto join: if enabled and the visitor is identified and present when the form loads, a Cobrowse session will be automatically attempted. (This might be useful in a call center CTI scenario.)
Step 4: Configure the ServiceNow Form and Add the Glance Card Formatter
The Glance integration works by providing a preconfigured UI Formatter that you can add to the forms of your choice. For each table that uses the formatter, a valid Display Configuration record must be available as outlined in step 2.
To configure the form and add the formatter:
- Configure the ServiceNow form layout.
- Add the Glance Card formatter where required.
The Glance application comes with a universal related list which can be added to any form.
To add the Glance sessions related list to a form:
- Create an active Display Configuration record for the table you want to add the related session list to.
- Configure the form Related Lists.
- Add Glance Sessions to show related sessions.
As a demo, the Glance visual engagement widget has been set up to be used on the Incident form as part of the base install. If you are logged in as a user who has a Glance user role, you should be able to see the Glance card on the Incident form.
Incident Demo Glance Card
To see the Glance Card on the Incident form, the logged in user will need to have the Glance User role.
Below are some common issues that may come up during setup and usage of Glance for ServiceNow.
The Glance Card is / is not visible for users
Make sure all users who need access to the Glance Card have a Glance user role. If you are using groups, make sure that they also have the needed roles attached to them.
Check that you have added the record/table to the Display Configurations list, as well as added the Glance Card to the form. Both steps need to be completed before the Glance Card will be visible.
Glance Card has been added to the form view, but sessions won’t start
Check that your company information is correct in the Company Settings menu.
Make sure all users who need access to the application have the correct roles assigned to them. If you are using groups, make sure that they also have the needed roles attached to them.
Could not parse domain
Additionally, if it only happens in IE and you are able to cobrowse through other browsers, check that the meta tag in the header referencing compatibility does not list IE10 or before:
<meta http-equiv=”X-UA-Compatible” content=”IE=Edge” />
To check this:
- Right click in the Internet Explorer browser.
- Select View Source.
- In the top of the web page code, you will find a number of different meta tags, one will reference the http-equiv and the content compatibility settings.
Visitor tries to start session and gets error “Unable to connect to Glance”
Did it work before? If so, did you just add a new CSS Selector to mask some page elements? Delete it and try again. If the visitor can now start a session, the problem may be the syntax of the CSS Selector is not supported by Glance.
is a valid CSS selector. It includes the “\” character to escape the “.” period, since the period should not be in an ID name. But this masking selector will cause the “unable to connect” error.
Each time a visitor starts a session, the latest list of masking CSS Selectors are downloaded. Programmatically that “Start Cobrowse” process today is written in (old) ASP code, so it can share all of our existing load balancing and color selection logic. But ASP lacks built-in functions to generate JSON. The selectors are sent using JSON and JSON needs to escape CSS’s escape character. So double escaping might work:
This is not recommended, as the problem should be fixed in the future. In the meantime, try a different selector without the period, such as one of these (less precise) selectors:
Cross Domain Error: Untrusted Origin
If you are setting up Cross Domain Cobrowse, you must remember to enter the primary domain in the Glance backend in addition to the secondary domain that the visitor may be navigating to. If you don’t, you will see an error that says UNTRUSTED_ORIGIN like the one below:
Mixed Content Warnings in console
Console shows a message like:
This content should also be served over HTTPS.
This happens when the Cobrowse viewer is in a secure (HTTPS) iframe (e.g. Salesforce integration) and the visitor is on an insecure (HTTP) page. Please reach out to Glance to resolve this issue.
CSS/Styling is missing on the agent side
If the agent can join the session but the page format, fonts, or colors are not correct, then CSS files may be missing on the agent side. The agent side console will usually show an error in this case.
CSS may be missing because:
- The visitor side website is behind a firewall which the agent cannot access. The agent needs access to the website for CSS and other resources.
- The website will only serve CSS if there is a login cookie. Usually if the agent logs in to the visitor website before joining the Cobrowse session, the agent can access CSS and other resources.
- The website does not have a valid cert (e.g. a test site) and the visitor is viewing an HTTPS page. The agent browser may not want to retrieve the CSS from a server with an invalid cert.
Blocked script execution
If you have any questions or require further support, contact Glance: