Test the BeyondTrust and ServiceNow Integration

Rep console integration testing

The following steps take place in ServiceNow and Remote Support and are provided to ensure that the integration is working properly. Troubleshooting suggestions are provided with each step in case of failure.

You can quickly test the record creation with a URL similar to https://support.example.com/api/start_session?issue_menu=1&customer.name=Bobbeeee&customer.company=BobCoInc&customer.details=HelpPlease&codeName=issue_4&session.custom.customer_username=corinne.cowan&c2cjs=1

If using the Outbound Event approach, after the representative joins the session a new record should appear when you refresh the record list in ServiceNow. Additionally, the ServiceNow Task Id should be populated in the representative console after a few seconds with the sys_id of the newly created record.

If using the Custom Link approach, after the representative clicks the Create Record custom link a new record should appear when you refresh the record list in ServiceNow. Additionally, the ServiceNow Task Id should be populated in the representative console after a few seconds with the sys_id of the newly created record.