Configure ServiceNow

Unless otherwise noted, all of the steps in this section take place in the ServiceNow interface. The development and/or test instances of ServiceNow should be used initially so that the integration can be thoroughly tested before installation in the production instance.

Enable Auto-Create Functionality

Enable Auto-Create

  1. Browse to BeyondTrust Remote Support and click Appliances. Select the appliance you are configuring.
  2. Right-click on the title bar, then select Configure > Form Layout.
  3. Drag the field labeled Auto Create Enabled from the Available list to the Selected list.
  4. Click the Save button.
  5. You should now see the Auto Create Enabled checkbox on the form. Click this checkbox, then click the Update button on the title bar. The form will reload.

Auto-Record Creation Fields

You should now see a section just below the main (top) section of the form labeled "Auto-Record Creation". This section contains the following fields:

  • Auto-Create For These Portals (comma separated list): Records will be auto-created for sessions whose public portal is listed in this field.
  • Required Auto-Create Custom Fields (comma separated list): Records will be auto-created for sessions only if all the custom fields listed are populated with a value.
  • Auto-Create for Attended Sessions (checkbox): Records will be auto-created for sessions that are attended by a customer when this box is checked.
  • Auto-Create for Unattended Sessions (checkbox): Records will be auto-created for sessions that are unattended when this box is checked.
  • Auto Create Record Type: This is the type of record which will be auto-created. Options include:
    • Call: new_call
    • Incident: incident
    • Change Request: change_request
    • Service Catalog Request: sc_request
    • Problem: problem

Auto-Record Creation Related Lists

You should now see the following Related Lists at the bottom of the form that can be used to configure additional auto-create functionality:

  • Static Record Fields
  • Dynamic Record Fields
  • Record Lookup Fields
  • Dynamic Record Lookup Fields

Update Remote Support Record Fields

Update Remote Support Record Fields

Record fields are used when mapping static data or Remote Support data to ServiceNow record fields during auto-creation of records. This step updates the database with all the available event types.

Browse to BeyondTrust Remote Support and click Update BeyondTrust Record Fields. This loads all the available Remote Support Record Fields into the database, so that field mappings can be achieved.

 

Setup Auto-Create Field Mappings

Auto-Create Static Incident Fields

Auto Create Dynamic Incident Fields

Browse to BeyondTrust Remote Support and click Appliances. Click the appliance you are configuring. Scroll down to the related list section. You will see four related lists, each representing a type of field mapping, listed below followed by details:

  • Static Record Fields: maps a static, default value to a ServiceNow Record field.
  • Dynamic Record Fields: maps a Remote Support Session value to a ServiceNow Record field.
  • Record Lookup Fields: maps a static, default value to a ServiceNow Record lookup field.
  • Dynamic Record Lookup Fields: maps a Remote Support Session value to a ServiceNow Record lookup field.

Static Record Fields

Use this type of mapping when you want to assign the same static value to the same ServiceNow text field or option list for every record created.

Auto Create Incident Lookup Fields

Example:

For every record that is auto-created, the customer wants the State field to set to Resolved. The record field for State is picked from the chooser and the value for Resolved is "6", so the following values would be set:

  • Record Field=State (picked from the chooser)
  • Default Value=6

Record Field Label is arbitrary.

  • Record Field Label: an arbitrary value used to identify the mapping.
  • Record Field: the record field that should be populated upon auto-creation.
  • Default Value: the static value that should be populated in the selected record field.

Dynamic Record Fields

Dynamic Field Records

Use this type of mapping when you want to assign a field from the Remote Support session to the same ServiceNow text field or option list for every record created.

Example

For every record that is auto-created, the customer wants the Short Description field to be set to the value contained in the Remote Support Session's External Key field. The record field for Short Description is picked from the Record Field chooser and the Remote Support External Key field is picked from the Remote Support Field chooser, so the following values would be set:

  • Record Field=Short Description (picked from the chooser)
  • BeyondTrust Field=External Key (picked from the chooser)

Field Label is arbitrary.

  • Record Field Label: an arbitrary value used to identify the mapping.
  • Record Field: the record field that should be populated upon auto-creation.
  • BeyondTrust Field: the Remote Support session value that should be populated in the selected record field.

Record Lookup Fields

Use this type of mapping when you want to assign the same static value to the same ServiceNow field, which requires a lookup, for every record created.

Example

For every record that is auto-created, the customer wants the Assigned To field to be set to a specific user, whose username is bob.ross. The record field for Assigned To is picked from the Record Field chooser. The Lookup Table Id is set to the table to search and the Lookup Field Id is set to the field in the lookup table to compare the static value with. Default Value is to the static value with which to lookup the user, so the following values would be set:

Record Field=Assigned To (picked from the chooser)

Lookup Table Id=sys_user

Lookup Field Id=user_name

Default Value=bob.ross

Field Label is arbitrary

  • Field Label: a value used to identify the mapping.
  • Record Field: the record field that should be populated upon auto-creation.
  • Lookup Table Id: the ServiceNow table where we should lookup the value for this record field.
  • Lookup Field Id: the field in the lookup table that we should search on when looking up the value for this record field.
  • Default Value: the static value that should be used when looking up the value for this record field.

Dynamic Record Lookup Fields

Use this type of mapping when you want to assign a field from the Remote Support session to the same ServiceNow field, which requires a lookup, for every record created.

Example

For every record that is auto-created, the customer wants the Caller field to be set to a specific user, whose username we will get from the Remote Support session. The record field for Caller is picked from the Record Field chooser. The Lookup Table Id is set to the table to search and the Lookup Field Id is set to the field in the lookup table to compare the Remote Support value with. BeyondTrust Customer Username field is picked from the BeyondTrust Field chooser, so the following values would be set:

Record Field=Caller (picked from the chooser)

BeyondTrust Field=Customer Username (picked from the chooser)

Lookup Table Id=sys_user

Lookup Field Id=user_name

Field Label is arbitrary

  • Field Label: a value used to identify the mapping.
  • Record Field: the record field that should be populated upon auto-creation.
  • Lookup Table Id: the ServiceNow table where we should lookup the value for this record field.
  • Lookup Field Id: the field in the lookup table that we should search on when looking up the value for this record field.
  • BeyondTrust Field: the Remote Support session value that should be used when looking up the value for this record field.

Common Lookup Fields

The following information is provided to help when creating lookup field mappings. A Lookup Field is populated by looking in another ServiceNow table to retrieve a value. Not only do we look in a ServiceNow table for a value, but we do this by comparing a field in that table with some value.

For example, the Caller field on an Record is a lookup field. The ServiceNow table that is used is named sys_user. We could lookup a user by querying on the user_name field with a value of john.doe. This would populate the Caller field with the sys_user record for John Doe.

Below are some common ServiceNow record lookup fields that you may encounter in an auto-create scenario.

Record Field Record Field Name Table Common Query Fields
Caller caller_id sys_user

name

user_name

email

Opened By opened_by sys_user

x_bmgr_support_ent_bomgar_username

name

user_name

email

Assigned To assigned_to sys_user

x_bmgr_support_ent_bomgar_username

name

user_name

email

Assignment Group assignment_group sys_user_group

name

Configuration Item cmdb_ci cmdb_ci name
Location location cmn_location name