cancel
Showing results for 
Search instead for 
Did you mean: 
cancel
209
Views
10
Helpful
5
Replies
Highlighted
Beginner

Workflow Action - HTML - Adding username and password

Hello,

 

I am trying to send an HTML request from Finesse to our servicenow instance so that when a call is answered, a ticket gets created automatically with the assigned to populated as the engineer who answered the call. The SNOW instance has a service account which can help me get authenticated, but there is no authentication option on the workflow. What can be the best possible solution? or can I get an option to specify the authentication on this? Please help!!

 

image.png

Everyone's tags (2)
1 ACCEPTED SOLUTION

Accepted Solutions
Highlighted
Contributor

Re: Workflow Action - HTML - Adding username and password

Well, I would love if Cisco added an ability to add a custom header - which could likely resolve your problem.

It would be useful for a lot of things - such as this, SOAP 1.1 support (where a soap header is needed).

 

But to solve your problem today... I believe you need to create a custom gadget.

Have a look at the REST API Sample Gadget on the link below.

Note - a Finesse Gadget does NOT have to visible - it can be hidden in the background - like the workflows, by making the Gadget 'Headless'

 

DEVNET - SAMPLE GADGETS

https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets

 

HEADLESS GADGET

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0100.html#reference_6FF3554445504BFF6...

 

Gerry

 

 

View solution in original post

5 REPLIES 5
Highlighted
Contributor

Re: Workflow Action - HTML - Adding username and password

Well, I would love if Cisco added an ability to add a custom header - which could likely resolve your problem.

It would be useful for a lot of things - such as this, SOAP 1.1 support (where a soap header is needed).

 

But to solve your problem today... I believe you need to create a custom gadget.

Have a look at the REST API Sample Gadget on the link below.

Note - a Finesse Gadget does NOT have to visible - it can be hidden in the background - like the workflows, by making the Gadget 'Headless'

 

DEVNET - SAMPLE GADGETS

https://developer.cisco.com/docs/finesse/#!sample-gadgets/sample-gadgets

 

HEADLESS GADGET

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0100.html#reference_6FF3554445504BFF6...

 

Gerry

 

 

View solution in original post

Highlighted
Beginner

Re: Workflow Action - HTML - Adding username and password

Thanks so much for your suggestion. Trying to follow that, Unfortunately i m not that good with the coding part.. But trying. Is there a way to edit the inbuilt workflow gadget?(might sound stupid, please excuse me)
Highlighted
Contributor

Re: Workflow Action - HTML - Adding username and password

You cannot change how the inbuilt workflow gadget works. So that is not an option.

That why it really needs a feature enhancement to allow custom headers - which would not be difficult for do.

So request this thought your account manager - and maybe it will get onto the next version. The more people that ask - the more likely it will be added!

 

My suggestion - which technically will work - is for you to create your own custom gadget - where you can get it to do exactly what you want - and because it is fully customizable you won't have a problem achieving what you need to.

 

It should not take a lot to effort to tweak the sample REST API gadget to do what you need to.

You might need to learn a bit of JavaScript or get some help if you have never done this before.

 

Gerry

Highlighted
Beginner

Re: Workflow Action - HTML - Adding username and password

@gorourke  - Thanks Gerry, I have been trying to get the gadget working, I can see the gadget on my finesse desktop but I cannot see that gadget doing anything. Do you by any means have a tutorial or any article I can refer to and work with this, any help would be greatly appreciated.

Highlighted
Cisco Employee

Re: Workflow Action - HTML - Adding username and password

Hi,


I would suggest following the LearningSampleGadget: https://github.com/CiscoDevNet/finesse-sample-code/tree/master/LearningSampleGadget

 

It starts with a very clean slate and has pdf instructions on what to add for you to build your gadget. It is the best one to learn how to build gadgets. Do know that there is caching on the Finesse desktop, so make sure that the desktop is loading your latest version.

 

Thanx,

Denise