Configure ServiceNow for Basic Integration with BeyondTrust Remote Support

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.

Install Remote Support Integration

Installing the Remote Support Integration involves requesting the Remote Support ServiceNow Integration from the ServiceNow Store.

ServiceNow Store

Please see ServiceNow's FAQ regarding app installation via the ServiceNow App Store.

 

Create Local Update Set

Local Update Set

Local update sets are used in ServiceNow to capture configuration changes. They can be used to quickly transfer these configuration changes to other environments.

  1. Browse to System Update Sets > Local Update Sets, and click the New button above the list of update sets to create a new local update set.
  2. In the Name field, enter BeyondTrust - ServiceNow Integration Configuration (or an equivalent).
  3. Click Submit and Make Current. This update set will capture any changes you make during the configuration process. Just make sure that the BeyondTrust - ServiceNow Integration Configuration update set is selected in ServiceNow's update set dropdown for the following steps.
  1. Make sure the Application is set to BeyondTrust Remote Support Enterprise Integration. If it is not, use the settings cog in the upper right of the screen to switch to the aforementioned scope.
  2. After configuration is complete and tested, the local update set can be imported or promoted to new instances of ServiceNow (e.g., the production instance) to quickly replicate the integration. This must be done after transferring the BeyondTrust - ServiceNow retrieved update set.

For more information, please see Transfer the Remote Support-ServiceNow Basic Integration Update Sets.

Configure Remote Support Properties

BeyondTrust Properties

Remote Support properties allow the integration to connect ServiceNow with a Secure Remote Access Appliance.

  1. Browse to BeyondTrust Integration.
  2. Click Properties.
    • Hostname of the Secure Remote Access Appliance: The hostname or IP address of your BeyondTrust site. This determines the address which ServiceNow will use for outbound access to BeyondTrust. An example of this access is when a user in ServiceNow clicks the BeyondTrust Session Key button. ServiceNow will then make an outbound connection to the Secure Remote Access Appliance in order to retrieve the key.
    • OAuth Client ID: The client id for the authentication account that was setup in BeyondTrust.
    • OAuth Secret: The secret for the authentication account that was setup in BeyondTrust.
    • Enable the ability to Generate a BeyondTrust Session Key from an incident: If checked, users can generate a BeyondTrust Session Key from within a ServiceNow incident.
    • Enable pulling sessions into ServiceNow from BeyondTrust: If checked, BeyondTrust sessions will be imported into ServiceNow at the end of sessions that are initiated from within ServiceNow.

Configure Remote Support Session Related Lists

Configure BeyondTrust Session Related Lists

Related lists are used in ServiceNow, in this case, to provide a list of Remote Support Sessions that are associated with an Incident.

  1. Browse to Incident.
  2. Click Open to see a list of open incidents.
  3. Select an incident by clicking the Incident Number.
  4. Right-click the Incident title bar and select Configure > Related Lists.
  1. Ensure that Session > Incident has been moved to the Selected column.
  2. Click the Save button.
  3. The BeyondTrust Sessions list should appear towards the bottom the incident form once these steps are complete.

Configure Incident States

Show Choice List

UI Action

Incident states are used in the Remote Support Integration, specifically UI Actions (like Generate Session Key) to control when the button shows up on incident forms.

  1. Browse to Incident.
  2. Click Open to see a list of open incidents.
  3. Select an incident by clicking the Incident Number.
  4. Right-click on the Label State, and click Show Choice List.
  5. Filter the list by Table=incident. Take note of the different incident choices, specifically the value of incidents with a label of Resolved or Closed and any custom incident states for which BeyondTrust Session Key should not appear.
  1. Go back to the incident and right-click on the BeyondTrust Session Key button located in the Incident title bar.
  1. Select Configure > UI Actions.
  2. In the UI Actions list, click BeyondTrust Session Key.
  3. Focus the Condition field and ensure current.incident_state is configured to include the IDs of the incident states for which the session key button should not appear.
  4. If the Resolved and Closed fields you took note of earlier have values of 6 and 7, then the Condition field mentioned above should include the code current.incident_state < 6 so as not to show a Remote Support Session Key button on resolved or open incidents. If there are custom incidents (e.g., Complete), then the condition field may require logic such as && current.incident_state != 8.

    For example, if the button should not appear for incident states 6, 7, and 10, while it should appear for states 1-5, 8, and 9, then the following could be used: gs.hasRole('itil') && current.incident_state != 6 && current.incident_state != 7 && current.incident_state != 10.

Configure Remote Support Username and Authentication

Configure User Form

  1. Log into your BeyondTrust /login interface with the same credentials as a ServiceNow user who is expected to be using BeyondTrust.
  2. Download and install a BeyondTrust representative console from the /login > My Account tab.
  1. If login fails, make sure that BeyondTrust and ServiceNow are checking credentials against the same LDAP server(s), if appropriate. Check the LDAP server in the BeyondTrust interface under /login > Users & Security > Security Providers. To check the LDAP server for ServiceNow, see the LDAP Integration Setup article at wiki.servicenow.com/index.php?title=LDAP_Integration_Setup.

Set Up Scheduled Job

Scheduled Script Execution

  1. Browse to System Definition > Scheduled Jobs.
  2. Click the New button at the top of the list.
  3. Click the link titled Automatically run a script of your choosing.
  4. Provide the following values:
    1. Name: Import BeyondTrust Sessions
    2. Run: Periodically
    3. Repeat Interval: 5 minutes
    4. Run this script: (new x_bmgr_bomgar_inte.Bomgar()).pullPendingBomgarReports();
  5. Click Submit to save the job.

Assign Users Appropriate Roles

Elevate Security Roles

Roles

ITIL users who will provide technical support using this integration should be given the x_bmgr_bomgar_inte.itil role.

You need to elevate the admin's role in order to make the following change.

  1. Browse to User Administration > Users.
  2. Select a user, then find the Roles tab and click the Edit... button.
  3. Add the x_bmgr_bomgar_inte.itil role from the Collection list to the Roles list
  4. Click the Save button.

ServiceNow MID Server Option

MID Server

It is possible to avoid direct connection between ServiceNow and Remote Support by using an MID server for internal Remote Support deployments.

For more information on MID servers, see http://wiki.servicenow.com/index.php?title=MID_Server_Configuration#gsc.tab=0.