Configure ServiceNow

Unless otherwise noted, all of the steps in this section take place in the ServiceNow interface. Use development and/or test instances of ServiceNow to thoroughly test the integration before installation in the production instance.

Enable Auto-Create Functionality

Enable Auto-Create

  1. Browse to BeyondTrust CSM and click Appliances. Select the appliance record you are configuring.
  2. Right-click on the title bar, and then select Configure > Form Layout.
  3. Drag the field labeled Auto Create Enabled from the Available list to the Selected list.
  4. Click the Save button.
  5. The Auto Create Enabled checkbox 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 (checkbox): Auto-creates cases for sessions that are attended by a customer when this box is checked.
  • Auto-Create for Unattended Sessions (checkbox): Auto-creates cases for sessions that are unattended when this box is checked.

Auto-Case Creation Related Lists

You should now see the following Related Lists at the bottom of the form that can be 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. Four related tabs, each representing a type of field mapping, are described below:

  • 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

ServiceNow screen for mapping 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.

 

For every case that is auto-created, the customer wants the State field to be set to Resolved. The case field for State is selected from the menu and the value for Resolved is 6, so the following values are set:
  • 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

ServiceNow screen for mapping 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.

 

For every case that is auto-created, the customer wants the Short Description field to be set to the value contained in the Remote Support Session's External Key field. The case field for Short Description is selected from the Case Field menu and the Remote Support External Key field is selected from the Remote Support Field menu, so the following values are set:
  • 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

ServiceNow screen for mapping 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.

 

For every case that is auto-created, the customer wants the Assigned To field to be set to a specific user whose username is bob.ross. The case field for Assigned To is selected from the Case Field menu. The Lookup Table ID is set to the table to search and the Lookup Field ID is set to the field in the lookup table to compare the static value with. Default Value is to the static value with which to lookup the user, so the following values are set:
  • 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

ServiceNow screen for mapping 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.

 

For every case that is auto-created, the customer wants the Contact field to be set to a specific user, whose username we will get from the Remote Support session. The case field for Contact is selected from the Case Field menu. The Lookup Table ID is set to the table to search and the Lookup Field ID is set to the field in the lookup table to compare the BeyondTrust value with. Remote Support Customer Username field is selected from the BeyondTrust Field menu, so the following values would be set:
  • 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.

The Caller field on a Case is a lookup field. The name of the ServiceNow table that is used is sys_user. You can lookup a user by querying the user_name field with a value of john.doe. This populates the Caller field with the sys_user record for John Doe.

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
name
user_name
email

Assignment Group assignment_group sys_user_group

name

Configuration Item cmdb_ci cmdb_ci name
Contact contact customer_contact

name
user_name
email