Configure BeyondTrust Remote Support

All of the steps in this section take place in the BeyondTrust Remote Support /login administrative interface. To access your Remote Support interface, go to the hostname of your appliance, followed by /login, for example, https://support.example.com/login.

 

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 Auto-Create

Outbound events are used to notify ServiceNow 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. Name it ServiceNow Integration Auto-Create, or something similar, depending on your ServiceNow instance.
  3. Set the URL to https://support.example.com.com/api/x_bmgr_crm/outbound_event/case?auto_create=true, where support.example.com is the ServiceNow instance name.
  4. Scroll to Events to Send and check the box labeled Someone Joins a Support Session.
  5. At the top of the page, click Save.

Option 2: Setup Custom Link

Custom Link Auto Create

Remote Support custom links can be configured to allow representatives to auto-create ServiceNow records from within the Remote Support representative console.

  1. Browse to Rep Console > Custom Links.
  2. Click Add to create a new custom link.
  3. Enter a name for the link, and then set the URL to https://support.example.com/nav_to.do?uri=x_bmgr_crm_auto_create_link.do?lsid=%SESSION.LSID%%26username= %REP.USERNAME%%26auto_create=true, where support.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.

Option 3: Setup 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://support.example.com/nav_to.do?uri=x_bmgr_crm_auto_create_link.do?lsid=%SESSION.LSID%%26username=%REP.USERNAME%%26auto_create=true, where support.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.

Configure Custom Fields

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