Outlined below are requirements for the BeyondTrust Remote Support and ServiceNow CSM integration. If any of the integration requirements are not yet met, they must be in place prior to starting the integration setup process, unless the associated features of the integration are not required.
Base Integration Requirements
- ServiceNow instance with:
- Version Madrid or later
- A working Customer Service Management application
- A working email configuration
- BeyondTrust Remote Support
- Version 17.x or later
- At least one usable representative console that can generate session keys
- A working Remote Support site through which users can connect to representatives
- Network firewall rules to allow:
- TCP 443 traffic from the B Series Appliance to reach the appropriate ServiceNow instance
- TCP 443 traffic from the appropriate ServiceNow instance to reach the B Series Appliance
- Optionally, ServiceNow MID Servers can be used for this integration
For more information on MID Servers, please see MID Server Configuration.
It is important to test all requirements of the integration prior to beginning setup. Most of these can be tested by the Remote Support and ServiceNow administrators within their respective systems, but to test the network firewall, we recommend that the BeyondTrust admin take the following steps to confirm that the necessary rules are in place:
- Log in to a machine either external to the BeyondTrust Remote Support network or on the same VPN as the ServiceNow instance, depending on how ServiceNow connects to the B Series Appliance's network.
- Log in to the B Series Appliance /appliance interface.
- Browse to Support > Utilities :: TCP Connection Test.
- Enter the hostname of the ServiceNow instance, enter port number 443, and click Test. If all connectivity requirements have been met, the result is be a Connected status message.
Do not enter the protocol of the ServiceNow instance (https://servicenow.example.com, for example). Instead, use the fully qualified domain name only (servicenow.example.com). In most environments, BeyondTrust Remote Support resides in a DMZ network and has a public DNS address which ServiceNow contacts over the public internet. In some environments, Remote Support is not publicly accessible. In these cases, you should contact ServiceNow about implementing a VPN connection to your internal network for ServiceNow.
For more information on how to setup a VPN, please see Virtual Private Network.