Configure Provider Channel Identity Inbound ID in ServiceNow

Prerrequisitos

Configure the Provider Channel Identity Inbound ID in ServiceNow with the value that matches the serviceNowProviderId in the Unified Experience for ServiceNow integration in Genesys Cloud. This configuration ensures that the incoming messages or events from Genesys Cloud are recognized and routed correctly in ServiceNow via the correct Provider Channel Identity.

Match the Inbound ID in ServiceNow with the serviceNowProviderId field in the Genesys Cloud integration in JSON format. This configuration is essential for mapping communications from Genesys to the appropriate provider configuration in ServiceNow.

  1. From the ServiceNow UI, go to sys_cs_provider_application.list or do a global search of Provider Applications.
  2. Select Genesys Cloud as the provider.
  3. Check the Inbound ID value and ensure that it matches the serviceNowProviderId field in the Unified Experience for ServiceNow integration in Genesys Cloud. The string must be the same in both Genesys Cloud and ServiceNow.
  4. Hacer clic Actualizar.

In the following example, the serviceNowProviderId field value is “genesys”. The Inbound ID must be matched to this and you must enter genesys as the value.

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