Using Glance for ServiceNow

There are five basic steps to get started:

  1. Get a Glance account. Contact Glance Customer Success at support@glance.net.
  2. Create a Company Settings record.
  3. Create a Display Configuration record for the table to integrate.
  4. Configure the ServiceNow form and add the Glance Card formatter.
  5. 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:

  1. Go to the Glance menu.
  2. Select Configuration.
  3. 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:

  1. Go to the Company Settings record.
  2. Scroll to the Display Configurations related list.
  3. Click on New.
  4. 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:

  1. Configure the ServiceNow form layout.
  2. 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:

  1. Create an active Display Configuration record for the table you want to add the related session list to.
  2. Configure the form Related Lists.
  3. Add Glance Sessions to show related sessions.

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