We have updated the interface the ServiceNow app uses to communicate with the CareAR platform. Starting with version 22.03 of the ServiceNow for CareAR app, there are additional configuration steps required to ensure proper operation of CareAR for ServiceNow. Please follow the instructions listed below.
Overview of Release 22.03
Release 22.03 of CareAR Instruct delivers the following:
· New Configuration Process
· Tokyo Support
· System Properties
· Consumer Contact support for CSM
New Configuration Process
With the 22.03 release there have been changes to the interface the CareAR for ServiceNow app uses to communicate with the CareAR platform. This communication now requires an authentication token to be configured within the ServiceNow System Properties table. Failure to configure this parameter will prevent CareAR Assist calls from launching from ServiceNow.
Please review the CareAR for ServiceNow installation documentation for the detailed process. If deploying the CareAR for ServiceNow app for the first time, simply follow the installation documentation for proper configuration.
You will copy the Token from the ServiceNow Connector in the Connector Center on the CareAR admin portal. The token is then pasted in the x_care3_carear_xxx.auth.token parameter of the ServiceNow system properties table.
New Features
TOKYO SUPPORT
This release of CareAR for ServiceNow adds support for the Tokyo release of ServiceNow. In addition to Tokyo, this version works with Rome and San Diego releases of CSM, FSM, and ITSM.
SYSTEM PROPERTIES
Starting with v.22.03 of CareAR for ServiceNow several of the system properties can be configured within the System Properties table in ServiceNow. ServiceNow administrators can change the parameters as needed to customize the behavior of the CareAR for ServiceNow integration.
| Parameter Name | Parameter Value | System Property Name |
| Auth Token |
Alphanumeric value obtained from the ServiceNow Connector in the CareAR admin portal. Important: This is a REQUIRED entry in order to enable CareAR sessions to be launched from ServiceNow. |
x_care3_carear_csm.auth.token x_care3_carear_itsm.auth.token x_care3_carear_fsm.auth.token |
| Name |
Default: SNOW Do not change this value. |
x_care3_carear_csm.name x_care3_carear_itsm.name x_care3_carear_fsm.name |
| Version |
Default: 1.0 Do not change this value. |
x_care3_carear_csm.ver x_care3_carear_itsm.ver x_care3_carear_fsm.ver |
| Consumer/Contact |
Default : contact This parameter determines where CareAR obtains the user customer contact information to send the CareAR Assist invitation. |
x_care3_carear_csm.consumer_contact
(NOTE: This setting only applies to CSM.) |
| Web base URL |
Default: https://carear.app Do not change this value |
x_care3_carear_csm.web.base.url x_care3_carear_itsm.web.base.url x_care3_carear_fsm.web.base.url |
| Call back Label |
Default: ServiceNow
Defines the label applied to the button in the CareAR mobile app to return the user to ServiceNow. Can be changed if needed |
x_care3_carear_csm.callbacklabel x_care3_carear_itsm.callbacklabel x_care3_carear_fsm.callbacklabel |
| Region |
Default: US For customers that have data sovereignty requirements, this parameter defines the CareAR platform region that is in use. This region assignment must be the same region of the CareAR tenant. |
x_care3_carear_csm.region x_care3_carear_itsm.region x_care3_carear_csm.region x_care3_carear_itsm.region |
CONSUMER CONTACT SUPPORT FOR CSM
Some organizations using ServiceNow CSM store customer contact information in the Consumer Contact field rather than the Contact field. Now, the CareAR for ServiceNow app can be configured to pull contact information from the Consumer Contact instead of the Contact field to send CareAR Assist invites to the customer. This is done by making a change to the x_care3_carear_csm.consumer_contact parameter in the System Properties table