This article describes the process of enabling Elevate integration with ServiceNow that will allow users to place and receive calls directly inside ServiceNow system.

Installation Instructions

Download Elevate plugin using this link.

Log into ServiceNow system as Administrator.

Find Update set in Filter navigator and click on Retrieved Update Sets.

Scroll down to the bottom of the page and click Import Update Set From XML.
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Select package file and click Upload.
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Once the package is uploaded you will see its status as Loaded.
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Open the loaded record and click Preview Update Set. If any error occurs in the process review error report.
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The status will change to Previewed. Click on Commit Update Set and refresh the window. 
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After that Elevate plugin will be added. You will be able to find it and access the settings in Filter navigator.
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Role Management

Once Elevate package is installed you will need to create two groups in ServiceNow - Elevate managers and Elevate users and assign the roles to groups. Both groups are required to allow users to see and access Elevate in ServiceNow.

To create a group in Filter navigator find User administration > Groups > New
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Fill in group name and description and click Submit.
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Click on a newly created group, go to the Roles tab and choose Edit.
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The following Elevate roles are automatically created for Managers and Users:

  • x_401039_elevate.admin
  • x_401039_elevate.User

Assign Elevate role to the appropriate group and click Save.
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You can then assign users to this group. All users in the group will have selected Elevate role.

Switch to Group Members > Edit.
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Add members to the group and click Save.
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Click-To-Call Enablement

To enable Click-to call you will need to add specific attributes for Phone and Mobile Phone fields.

Navigate to User Administration > Users. Choose any user and select Business Phone or Mobile Phone, right click on the selected words and choose Configure Dictionary
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Select Advanced view
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Add the following attributes:

  • For Business Phone - ref_contributions=x_401039_elevate_showPopUpPhone
  • For Mobile Phone - ref_contributions=x_401039_elevate_showPopUpMobile

Click Update.
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You will see Click-to-call icon appeared in front of the Business Phone or Mobile Phone field in User information
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