Configure BeyondTrust Remote Support

All of the steps in this section take place in the BeyondTrust Remote Support /login administrative interface. To access your Remote Support interface go to the hostname of your Remote Support instance, and type /login (e.g., https://support.example.com/login).

 

Customers can't use Option 1 and Option 2 simultaneously. Customers must choose one or the other, based on their use cases and process.

Option 1: Add Outbound Events

Outbound Events Auto-Create

Outbound events are used to notify ServiceNow that a representative has joined a Remote Support Session and a "create record" request can then be sent to ServiceNow.

  1. Go to /login > Management > Outbound Events.
  2. Click HTTP Recipient Add and name it ServiceNow Integration or something similar, depending on your ServiceNow instance.
  3. Set the URL to https://support.example.com/api/x_bmgr_support_ent/outbound_event/case?auto_create=true, where support.example.com is the ServiceNow instance name.
  4. Scroll to Events to Send and check the following event: Someone Joins a Support Session.
  5. At the top of the page click Save.

Option 2: Setup Custom Link

Custom Link Auto Create

Remote Support Custom Links can be configured to allow representatives to auto-create ServiceNow records from within the Remote Support representative console.

  1. Browse to Rep Console > Custom Links.
  2. Click Add to create a new custom link.
  3. Enter a name for the link, then set the URL to https://support.example.com/nav_to.do?uri=x_bmgr_support_ent_auto_create_ link.do?lsid=%SESSION.LSID%%26username= %REP.USERNAME%%26auto_create=true, 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.
  4. Click Save to save the new link.

Configure Custom Fields

There are a number of custom fields that are available to use in an auto-create scenario. These fields can be used to populate values when the session starts, then configured in ServiceNow to be mapped to record fields.

  1. Browse to Configuration > Custom Fields.
  2. Click Add to create a new Custom Field for each of the following custom field code names:
    • customer_email
    • customer_username
    • snow_task_id (this field may have already been created with the base ServiceNow Enterprise Integration configuration).
    • snow_case_id (this field may have already been created with the base ServiceNow Enterprise Integration configuration).
    • custom_field_1
    • custom_field_2
    • custom_field_3

The Code Names must match, but the Display Name is arbitrary.