Remote Support Enterprise Integration for ServiceNow Version 23.1.1 Release Notes

September 12, 2023


  • BeyondTrust Remote Support version 18 or higher.

For more information, please see Supported Platforms.

New Features and Enhancements:

  • Implemented a new approach for the display of chat dialog and session notes that is compatible with both standard and workspace views.
  • Added the ability to map Assignment Group from the representative's team when auto-creating a new ticket.

Issues Resolved:

  • Resolved an issue in which the auto-create custom link could have inconsistent results if utilized multiple times for the same session.
  • Removed a legacy reference to the call_id custom field that is no longer needed since call records are deprecated in ServiceNow.

Known Issues:



  • Published to the ServiceNow Store.
  • Certified for GA.
  • Certified against ServiceNow San Diego, Tokyo, Utah, and Vancouver releases.
  • Has passed technical and marketing reviews as part of the ServiceNow certification process.
  • Supports upgrades from any prior release.