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
- Go to /login > Management > Outbound Events.
- Click Add and name the new HTTP recipient ServiceNow Integration or something similar, depending on your ServiceNow instance.
- 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://example.service-now.com/api/x_bmgr_crm/outbound_event/session_end, as opposed to https://example-dev.service-now.com/api/x_bmgr_crm/outbound_event/session_end.
- Scroll to Events to Send and check Support Session End.
- 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://servicenow_prod.example.com/api/x_bmgr_crm/outbound_event/session_end, as opposed to https://servicenow_dev.example.com/api/x_bmgr_crm/outbound_event/session_end.
- Locate the outbound event created during testing and click Edit. Check the Disabled box and save.
Configure Custom Link
- Go to /login > Rep Console > Custom Links.
- Click Add to create a new custom link.
- Enter a name for the link, and then set the URL to https://example.service-now.com/nav_to.do?uri=sn_customerservice_case.do?sys_id=%SESSION.CUSTOM.SNOW_CASE_ID%, where example.service-now.com is the ServiceNow instance name. If needed, you can use any of the available macros to customize the link according to your specifications.
- 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 Remote Support and ServiceNow Integration.