Configure Auto-Create Feature in ServiceNow
Unless otherwise noted, all of the steps in this section take place in the ServiceNow interface. We recommend that you initially use development or test instances of ServiceNow before installation in the production instance, so that the integration can be thoroughly tested.
Enable Auto-Create Functionality
Follow these steps to enable auto-create:
- Browse to BeyondTrust CSM and click Appliances. Select the appliance record you are configuring.
- Right-click on the title bar, and then select Configure > Form Layout.
- Drag the field labeled Auto Create Enabled from the Available list to the Selected list.
- Click the Save button.
- The Auto Create Enabled check box displays on the form. Check this box, and then click the Update button on the title bar. The form reloads.
Auto-Case Creation Fields
A section just below the main (top) section of the form labeled Auto-Case Creation contains the following fields:
- Auto-Create For These Portals (comma-separated list): Auto-creates cases for sessions whose public portal is listed in this field.
- Required Auto-Create Custom Fields (comma-separated list): Auto-creates cases for sessions only if all of the custom fields listed are populated with a value.
- Auto-Create for Attended Sessions (check box): Auto-creates cases for sessions that are attended by a customer when this box is checked.
- Auto-Create for Unattended Sessions (check box): Auto-creates cases for sessions that are unattended when this box is checked.
Auto-Case Creation Related Lists
The following Related Lists fields at the bottom of the form are used to configure additional auto-create functionality:
- Static Case Fields
- Dynamic Case Fields
- Case Lookup Fields
- Dynamic Case Lookup Fields
Update BeyondTrust Case Fields
Case fields are used when mapping static data or BeyondTrust data to ServiceNow case fields during auto-creation of cases. This step updates the database with all the available event types.
Browse to BeyondTrust CSM and click Update BeyondTrust Case Fields. This loads all of the available BeyondTrust Case Fields into the database, in preparation for field mapping.
Setup Auto-Create Field Mappings
Browse to BeyondTrust CSM and click Appliances. Click the desired appliance record. Scroll down to the related list section. There are four related lists, each representing a type of field mapping:
- Static Case Fields: maps a static, default value to a ServiceNow case field.
- Dynamic Case Fields: maps a Remote Support Session value to a ServiceNow case field.
- Case Lookup Fields: maps a static, default value to a ServiceNow case lookup field.
- Dynamic Case Lookup Fields: maps a Remote Support Session value to a ServiceNow case lookup field.
Static Case Fields
Use this type of mapping when you want to assign the same static value to the same ServiceNow text field or option list for every Case created.
- Case Field = State (selected from the menu)
- Default Value = 6
Case Field Label is arbitrary.
- Case Field Label: An arbitrary value used to identify the mapping.
- Case Field: The case field that is populated upon auto-creation.
- Default Value: The static value that is populated in the selected case field.
Dynamic Case Fields
Use this type of mapping when you want to assign a field from the Remote Support session to the same ServiceNow text field or option list for every case created.
- Case Field: Short Description (selected from the menu)
- BeyondTrust Field: External Key (selected from the menu)
The Field Label is arbitrary.
- Case Field Label: An arbitrary value used to identify the mapping.
- Case Field: The case field that is populated upon auto-creation.
- BeyondTrust Field: The Remote Support session value that is populated in the selected case field.
Case Lookup Fields
Use this type of mapping when you want to assign the same static value to the same ServiceNow field, which requires a lookup, for every case created.
- Case Field: Assigned To (selected from the menu)
- Lookup Table ID: sys_user
- Lookup Field ID: user_name
- Default Value: bob.ross
The Field Label is arbitrary.
- Field Label: A value used to identify the mapping.
- Case Field: The case field that should be populated upon auto-creation.
- Lookup Table ID: The ServiceNow table to lookup the value for this case field.
- Lookup Field ID: The field in the lookup table to search when looking up the value for this case field.
- Default Value: The static value to use when looking up the value for this case field.
Dynamic Case Lookup Fields
Use this type of mapping when you want to assign a field from the Remote Support session to the same ServiceNow field, which requires a lookup, for every case created.
- Case Field: Contact (selected from the menu)
- BeyondTrust Field: Customer Username (selected from the menu)
- Lookup Table ID: sys_user
- Lookup Field ID: user_name
The Field Label is arbitrary
- Field Label: A value used to identify the mapping.
- Case Field: The case field that is populated upon auto-creation.
- Lookup Table ID: The ServiceNow table in which to look up the value for this case field.
- Lookup Field ID: The field in the lookup table to search when looking up the value for this case field.
- BeyondTrust Field: The BeyondTrust session value to use when looking up the value for this case field.
Common Lookup Fields
The following information is provided to help when creating lookup field mappings. A Lookup Field is populated by looking in another ServiceNow table to retrieve a value.
Below are some common ServiceNow record lookup fields that you may encounter in an auto-create scenario.
Case Field | Case Field Name | Table | Common Query Fields |
Account | account | customer_account | name |
Asset | asset | alm_asset | display_name |
Assigned To | assigned_to | sys_user |
x_bmgr_support_ent_bomgar_username |
Assignment Group | assignment_group | sys_user_group |
name |
Configuration Item | cmdb_ci | cmdb_ci | name |
Contact | contact | customer_contact |
name |