Hi all,
We are in process of revisiting placing a private embedded framework within a ServiceNow ITSM instance.
So far we have the basic embedded client working without issue from within the ServiceNow UI. Our challenge seems to be catching custom attributes for an inbound voice call and then passing those attributes to the ServiceNow parent window / open frame.
Does anyone out there have a basic concept of how this can/should work within the framework.js for ServiceNow?
Believe we just need a small assist with the ScreenPop concept within the framework.js and communicating back to the ServiceNow parent frame. Our Help Desk agents typically use the Service Operation Workspace within ServiceNow. We will dig in deeper on our end and I'll post back here should we discover a proper method for doing so.
Our initial goal or use case is based upon an employee ID or username captured in the IVR (using set participant data), then from the embedded client, we pop a relative URL within ServiceNow UI that gracefully takes the Help Desk agent to the callers sys_user record. From there we can expand this function to include things such as taking the agent to an open incident, etc.
Thanks as always,
Shane