Configure BeyondTrust Remote Support

All of the steps in this section take place in the Remote Support /login administrative interface. Access your Remote Support interface by going to the host name of your Remote Support instance followed by /login (https://beyondtrust.example.com/login, for example).

Verify that the API is Enabled

API Configuration

The Remote Support and ServiceNow Integration requires the Remote Support XML API to be enabled. This feature is used from within ServiceNow to communicate with the Remote Support APIs.

Go to /login > Management > API Configuration and verify that the Enable XML API box is checked.

Create a ServiceNow OAuth API Account

The ServiceNow API account is used from within ServiceNow to make Remote Support Command API calls.

Add API Account

  1. Go to /login > Management > API Configuration.
  2. Click Add to create a new API account and name it ServiceNow or something similar.
  3. Under Reporting API, check all options.
  4. Under Reporting API, check:
    • Allow Access to Support Session Reports and Recordings.
    • Allow Access to Presentation Session Reports and Recordings.
  5. The OAuth Client ID and OAuth Client Secret are used during the OAuth configuration step in ServiceNow. Make note of these and store them in a secure location.
  6. Click Save.

 

Add Outbound Events and Links

 

Options 1 and 2 apply to integration without case creation. If using case creation, you cannot use Option 1 and Option 2 or 3 simultaneously, as Option 1 is automatic and options 2 and 3 are manual. You must choose one or the other based on their use cases and process. You may, however, use options 2 and 3 simultaneously.

Option 1: Add Outbound Events

Outbound Events

Outbound events are used to notify ServiceNow that a Remote Support session has finished and is ready to be imported into ServiceNow, or that a representative has joined a Remote Support session and a create case request can be sent to ServiceNow.

  1. Go to /login > Management > Outbound Events.
  2. Click Add to create a new event. The event names provided below are suggestions. You may use something different, depending on your ServiceNow instance.
    • For session import, name it ServiceNow Integration .
    • For case creation, name it ServiceNow Integration Auto-Create.

Outbound Events Auto-Create

  1. Set the URL.
    • For session import: https://servicenow.example.com/api/x_bmgr_crm/outbound_event/session_end, where servicenow.example.com is the ServiceNow instance name.
    • For case creation: https://servicenow.example.com/api/x_bmgr_crm/outbound_event/case?auto_create=true, where servicenow.example.com is the ServiceNow instance name.
  2. Scroll to Events to Send and check the box labeled Someone Joins a Support Session.
  3. At the top of the page, click Save.

Option 2: Set up the Custom Link

Custom Link Auto Create

Remote Support custom links can be configured to allow representatives to access or create ServiceNow records from within the Remote Supportrepresentative console.

  1. Browse to Rep Console > Custom Links.
  2. Click Add to create a new custom link.
  3. Enter a name for the link.
  4. Set the URL.
    • For access: https://servicenow.example.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=%SESSION.CUSTOM.SNOW_CASE_ID%, where servicenow.example.com is the ServiceNow instance name.
    • For case creation: https://servicenow.example.com/nav_to.do?uri=x_bmgr_crm_auto_create_link.do?lsid=%SESSION.LSID%%26username= %REP.USERNAME%%26auto_create=true, where servicenow.example.com is the ServiceNow instance name.
    • If needed, you can use any of the available macros to customize the link according to your specifications.

If the customer is using External Key to store the case sys_id, then use the macro %SESSION.CUSTOM.EXTERNAL_KEY% instead.

  1. Click Save to save the new link.

Option 3: Set up Advanced Custom Link

Screen for adding a custom link, showing required fields.

Remote Support custom links can be configured to allow Representatives to launch a page in ServiceNow where they can choose to Associate the session with an existing case, or Create a new case by clicking a button.

  1. Browse to Rep Console > Custom Links.
  2. Click Add to create a new custom link.
  3. Enter a name for the link, then set the URL to https://servicenow.example.com/nav_to.do?uri=x_bmgr_crm_auto_create_link.do?lsid=%SESSION.LSID%%26username=%REP.USERNAME%%26auto_create=true, where servicenow.example.com is the ServiceNow instance name. If needed, you can use any of the available macros to customize the link according to your specifications.
  4. Click Save to save the new link.

Create Custom Fields

Custom Fields

BeyondTrust custom fields are used to map ServiceNow Tasks (tasks, change requests, problem records, and service catalog requests), call records, and configuration items to BeyondTrust sessions.

  1. Browse to Configuration > Custom Fields.
  2. Click Add to create a new custom field.
  3. Enter the following values:
    • Display Name: ServiceNow Case ID
    • Code Name: snow_case_id
    • Show in Rep Console: checked
  4. Click Save to save the new field.

 

Custom Fields for Automatic Case Creation

There are a number of custom fields that are available to use in an auto-create scenario. These fields can be used to populate values when the session starts, and then configured in ServiceNow to be mapped to case values.

  1. Browse to Configuration > Custom Fields.
  2. Click Add for each of the following custom field code names.

The Code Names must match, but the Display Name is arbitrary.

  • customer_email
  • customer_username
  • snow_case_id

The snow_case_id field should already have been created with the base ServiceNow ERS CSM Integration configuration.

  • custom_field_1
  • custom_field_2
  • custom_field_3