Requirements for the ServiceNow Basic Integration with BeyondTrust

Outlined below are requirements for the basic version of the BeyondTrust Remote Support ServiceNow 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.

Review Base Integration Requirements

A current version of a ServiceNow release, including:

  • A working Customer Service Management application
  • A working email configuration

A current release of BeyondTrust Remote Support including:

  • At least one usable representative console capable of generating session keys
  • A functional Remote Support site through which users can connect to representatives

To configure network firewall rules for this integration, do the following:

  • Allow TCP 443 traffic from the B Series Appliance to the appropriate ServiceNow instance.
  • Allow TCP 443 traffic from the appropriate ServiceNow instance to the B Series Appliance.
  • Optionally, use ServiceNow MID Servers for this integration.

For more information on MID Servers, please see MID Server Configuration.

Test the Firewall

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, the BeyondTrust admin should take the following steps to confirm that the necessary rules are in place.

  1. Log in to a machine either external to the B Series Appliance's network or in the same VPN as the ServiceNow instance, depending on how ServiceNow is connecting to the B Series Appliance's network.
  2. Log in to the B Series Appliance's /appliance interface.
  3. Browse to Support > Utilities :: TCP Connection Test.
  4. Enter the hostname of the ServiceNow instance, enter the port number of 443, and then click Test. A successful result is a Connected status message.
Do not enter the protocol when entering the ServiceNow instance (https://servicenow.example.com, for example). Instead, use only the fully qualified domain name (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, contact ServiceNow about implementing a VPN connection to your internal network for ServiceNow. For more information, please see Virtual Private Network (VPN).