Test the Setup of the Remote Support CSM and ServiceNow Integration

The following takes place in ServiceNow and BeyondTrust, and is provided to ensure that the integration is working properly.

ServiceNow screen showing a case, including custom fields.

You can quickly test the case creation with a URL such as https://support.example.com/api/start_session?issue_menu=1&customer.name=Bobbeeee&customer.company= BobCoInc&customer.details=HelpPlease&codeName=issue_4&session.custom.customer_username=corinne.cowan&c2cjs=1.

  • If using the Outbound Event approach, Option 1, after the representative joins the session a new case appears when you refresh the case list in ServiceNow. Additionally, the ServiceNow Case ID is populated in the representative console after a few seconds with the sys_id of the newly created case.
  • If using the Custom Link approach, Options 2 or 3, after the representative clicks the Create Case custom link, a new case appears when you refresh the case list in ServiceNow. Additionally, the ServiceNow Case ID should be populated in the representative console after a few seconds with the sys_id of the newly created case.