Configure BeyondTrust for the ServiceNow Integration

 

You must purchase this integration separately from both your BeyondTrust software and your ServiceNow solution. For more information, contact BeyondTrust sales.

All of the steps in this section take place in the BeyondTrust /login administrative interface. Access your BeyondTrust interface by going to the hostname of your BeyondTrust Appliance followed by /login (e.g., https://support.example.com/login).

Verify That the API Is Enabled

Enable XML API

The BeyondTrust Integration requires the BeyondTrust XML API to be enabled. This feature is used from within the integrating software to communicate with the BeyondTrust APIs.

Go to /login > Management > API Configuration and verify that Enable XML API is checked.

Create a ServiceNow API Account

The ServiceNow API account is used from within ServiceNow to make BeyondTrust Command API calls to BeyondTrust.

BeyondTrust 16.2 and later

API :: Account :: Add

  1. Go to /login > Management > API Configuration.
  2. Click Create New API Account and name it ServiceNow or something similar.
  3. Set Command API to Full Access.
  4. Under Reporting API, check all options.
  5. The OAuth Client ID and OAuth Client Secret are used during the OAuth configuration step in ServiceNow. Make note of these and store them in a secure location.
  6. Click Save Changes.

 

BeyondTrust 16.1 and earlier

User Account Settings

  1. Go to /login > Users & Security > Users.
  2. Click Create New User and name it ServiceNow or something similar.
  3. Leave Must Reset Password at Next Login unchecked.
  4. Set Password Expires On to Never Expires.
  1. Set Support Session Reporting Permissions to Allowed to View Reports and View All Sessions.
  2. Check Allowed to View Support Session Recordings.
  3. Check Allowed to Use Reporting API and Allowed to Use Command API.
  4. Enable Allowed to provide remote support.
  5. Scroll to the bottom and save the account.

 

Add Outbound Events

Outbound Events Settings

Outbound events are used to notify ServiceNow that a BeyondTrust Session has finished and is ready to be imported into ServiceNow.

  1. Go to /login > Management > Outbound Events.
  2. Click Add New HTTP Recipient and name it ServiceNow Integration or something similar, depending on your ServiceNow instance.
  1. Enter the URL https://support.example.com/x_bmgr_support_ent_bomgar_post.do where support.example.com is the ServiceNow instance name.
  2. Scroll to Events to Send and check the following events:
    • Support Session End
    • Customer Exit Survey is Completed
    • Representative Survey is Completed
  3. Scroll to the bottom and click Add Recipient.

Outbound Events :: HTTP Recipients

  1. Now, the list of outbound events should contain the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error which you can use to repair communication.

 

Set Up the Custom Link

Custom Link Setup

BeyondTrust custom links can be configured to allow representatives to quickly access the ServiceNow Incident that is associated with the session.

BeyondTrust 15.1 and later

  1. Browse to Rep Console > Custom Links.
  2. Under Rep Console :: Custom Links, click Create New Custom Link.
  3. Enter a name for the link, and then set the URL to https://support.example.com/nav_to.do?uri=task.do?sys_id=%SESSION.CUSTOM.EXTERNAL_KEY% 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 Add Custom Link to save the new link.

BeyondTrust 15.0 and earlier

  1. Browse to Configuration > Options > Representative Console :: Custom Link.
  2. Set the URL to https://support.example.com/nav_to.do?uri=task.do?sys_id=%EXTERNAL_KEY% where support.example.com is the ServiceNow instance name.
  3. Click Save.

 

Create Custom Fields

API :: Custom Fields :: Add

BeyondTrust custom fields are used to map ServiceNow Tasks (incidents, change requests, problem records, and service catalog requests), Call Records, and Configuration Items to BeyondTrust sessions.

  1. Browse to Configuration > Custom Fields.
  2. Under API :: Custom Fields, click Create New Field.
  3. Enter the following values:
    • Display Name: ServiceNow Task ID
    • Code Name: snow_task_id
    • Show in Rep Console: checked
  4. Click Add Custom Field to save the new field.
  5. Repeat these steps for the following custom field values:
    • Display Name: ServiceNow Configuration Item ID
    • Code Name: snow_cmdb_ci_id
    • Show in Rep Console: checked
  6. And again for the following custom field values:
    • Display Name: ServiceNow Call ID
    • Code Name: snow_call_id
    • Show in Rep Console: checked