Configure Other ServiceNow Environments

The steps below are typically used after the integration has been installed and configured in a test or development instance of ServiceNow, and is being transferred to a QA or production instance.

Configure Production Outbound Event

ServiceNow screen for adding a URL, to configure production outbound event.

  1. Go to /login > Management > Outbound Events.
  2. Click Add and name the new HTTP recipient ServiceNow Integration or something similar, depending on your ServiceNow instance.
  3. In the URL field, paste and replace the name of the original ServiceNow instance with that of the new one, such that /api/x_bmgr_crm/outbound_event/session_end is preserved at the end. The result should be similar to https://support.example.com/api/x_bmgr_crm/outbound_event/session_end, as opposed to https://dev.example.com/api/x_bmgr_crm/outbound_event/session_end.
  4. Scroll to Events to Send and check Support Session End.
  5. In the URL field, paste and replace the name of the original ServiceNow instance with that of the new one, such that /api/x_bmgr_crm/outbound_event/session_end is preserved at the end. The result should be similar to https://support.example.com/api/x_bmgr_crm/outbound_event/session_end, as opposed to https://dev.example.com/api/x_bmgr_crm/outbound_event/session_end.
  6. Locate the outbound event created during testing and click Edit. Check the Disabled box and save.

Configure Custom Link

ServiceNow screen for adding and configuring a custom link.

  1. Go to /login > Management > Options.
  2. Browse to Rep Console > Custom Links.
  3. Click Add to create a new custom link.
  4. Enter a name for the link, and then set the URL to https://support.example.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=%SESSION.CUSTOM.SNOW_CASE_ID%, 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.
  5. Test the integration setup in its new location following the same steps used to test the original instance.

For more information, please see Test the Setup of the Remote Support and ServiceNow Integration.