Configure ServiceNow for Integration with Remote Support

 

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

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

Customers have two options for installing the Remote Support ServiceNow Integration. The first option involves importing the Remote Support ServiceNow Integration Update Set. The second option involves requesting the Remote Support ServiceNow Integration from the ServiceNow Store.

Install via Update Set

Retrieve Update Sets

  1. Log into ServiceNow with an administrative user account and browse to System Update Sets > Retrieved Update Sets.
  2. Click Import Update Set from XML at the bottom of the page. In some instances, it may be necessary to right-click the header column of the update sets table and select Import Update Set from XML from the resulting menu.
  3. Click Browse, locate the update set XML file, and click Upload. Remote Support Technical Support normally sends the necessary update set XML file via email after the ServiceNow integration has been purchased through BeyondTrust's Sales team. If you have not yet received a copy, please contact BeyondTrust Technical Support.
  1. Find the update set you just imported in the list of retrieved update sets and click it. The name should be similar to BeyondTrustRemote Support 1.0.12 Full, and its Loaded date should be the most recent in the list.
  2. Click Preview Update Set to check for errors. Look through each update set.
  3. If the preview is satisfactory, return to the main page of the update set and click Commit Update Set.

Install via App Store

ServiceNow Store
SNOW 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 BeyondTrustRemote 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. See Transfer the BeyondTrust-ServiceNow Integration Update Sets for details.

Update BeyondTrust Session Event Types

Update Event Types

Event Types are used to control which Remote Support events are processed with a Remote Support Session import. This step updates the database with all the available event types.

  1. Browse to BeyondTrustRemote Support > Update Event Types.
  2. This loads all the available Remote Support Session Event Types into the database, so that unwanted events can be filtered out in a subsequent step when setting up your appliance(s).

Clicking the link again will not duplicate records and will show that zero event types were inserted.

Set Up Secure Remote Access Appliance

Secure Remote Access Appliance

Secure Remote Access Appliance

Secure Remote Access Appliances are set up in ServiceNow to connect ServiceNow with a Secure Remote Access Appliance.

  1. Browse to BeyondTrustRemote Support > Appliances.
  2. Click New to add a new Secure Remote Access Appliance and enter the following values:
    1. Name: Must be Default.
    2. Hostname: Hostname of the Secure Remote Access Appliance.
    3. OAuth Client ID: The OAuth client ID that is used to authenticate to the Secure Remote Access Appliance. This is obtained in a previous step, Create a ServiceNow OAuth API Account.
    4. OAuth Client Secret: The OAuth client secret that is used to authenticate to the Secure Remote Access Appliance. This is obtained in a previous step, Create a ServiceNow OAuth API Account.
    5. Integration Enabled: Turns the integration on and off.
    6. Import External Sessions: If checked, session reports for sessions that are started external to ServiceNow are imported into ServiceNow.
    7. Outbound Event Token: The token that is used as an added security measure to confirm outbound events are coming from the appliance that is sending the same token. If left blank, this outbound event token process is ignored. If a value is provided, however, the same value must be sent from all outbound events coming from BeyondTrust as a parameter named outbound_event_token.
    8. Accepted IP Addresses: A comma-separated list of IP addresses from which this integration accepts outbound events.
    9. Auto Associate With User: If checked, when the session report is imported, the integration attempts to associate a ServiceNow User with the session. The lookup is based on the session's primary representative username.
    10. Use Rep Console for Session Keys: If checked, session keys are provided by the Remote Supportrepresentative console; otherwise, session keys are provided within ServiceNow.
    11. Work Note Logging
      1. Log Session Notes: If checked, session notes are logged to the task's work notes field.
      2. Log Session End: If checked, a session end notice is logged to the task's work notes field.
      3. Log Generate Session Key: If checked, a work note is logged each time a technician generates a session key.
      4. Log Customer Initiated Sessions: If checked, a work note is logged each time a user starts a session with a technician from the employee self-service module.
    12. Employee Self Service
      1. Issues: A list of issues, each of which must match a Remote Support issue by Code Name, that are presented to customers in the employee self-service module.

        In a subsequent step, you have the option to load these from the Secure Remote Access Appliance with the click of a button.

      2. Self Service Enabled: If checked, a Get Support Now button is displayed on the Incident form that customers in the employee see in the self-service module.
      3. Session Start Type: Determines how to start a Remote Support session, either by click-to-chat or a full session, for customers requesting support in the employee self-service module.
    13. Miscellaneous
      1. Events to Import: A list of BeyondTrust session events to process when importing a BeyondTrust session.

        You will not be able to configure this setting until after the appliance has been saved.

Configure Events to Import

Events to Import

Events to Import

Collection

Event Types are used to control which Remote Support events are processed with a Remote Support session import. This step defines which events are processed for each Remote Support session import.

  1. Browse to BeyondTrustRemote Support > Appliances.
  2. Click the name of your appliance.
  3. Click the Miscellaneous tab
  1. Click the Edit Events to Import button (the lock icon).
  2. Click the Add/Remove multiple button (the group of people icon) located on the right side of the field.
  3. Select the events you want from the Collection field on the left and use the arrows to move the events to the List field on the right.

    You can use CTRL+A to select all events.

  4. Click the Save button when you are finished.

Configure Self-Service Issues

Load Issues

Issues are used to allow customers to select what type of issue they are having when requesting a session with a Remote Support representative. These issues are mapped to Remote Support issues (set up in /login) and can be used to route Remote Support sessions.

  1. Browse to BeyondTrustRemote Support > Appliances.
  2. Click the name of your appliance
  3. Click Load Issues in the Appliance title bar to auto-load the issues you want from the Secure Remote Access Appliance. You will be alerted with a summary of how many issues were added and/or updated.
  4. Optionally, you can manually add Issues to the list by clicking the Employee Self Service tab, then double-clicking Insert a new row… at the bottom of the list. Double click each column to set the value. Changes are immediately saved when you hit Enter or click out of the field.

Configure Journal Entry Table

System Journal

The Journal Entry table (sys_journal_field), which is used to log chat dialogue and session notes, must be set to allow other scopes to insert records.

  1. Browse to System Definition > Tables.
  2. Search by Label for Journal Entry.
  3. Click on the link titled Journal Entry.

     

    If prompted to edit the record in Global scope, do so.

  4. Click the Application Access tab.
  5. Ensure that the Accessible From field is set to All application scopes.
  6. Ensure that Can Create is checked.
  7. Click the Update button.

Configure Remote Support Session Related Lists

Configure Related Lists

Related lists are used to provide a list of Remote Support Sessions that are associated with a Task (incident, problem record, change request, or service catalog request), Call Record, or Configuration Item.

Task Configuration

  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 Support Session > Task has been moved to the Selected column.
  2. Click the Save button.
  3. The Remote Support Sessions list should appear towards the bottom the incident form once these steps are complete.

CMDB Configuration

  1. Browse to Configuration > Servers.
  2. Click All to see a list of servers.
  3. Select a server by clicking the Name of a server.
  4. Right-click the Incident title bar and select Configure > Related Lists.
  1. Ensure that Support Session > Configuration Item has been moved to the Selected column.
  2. Click the Save button.
  3. The Remote Support Sessions list should appear towards the bottom the configuration item form once these steps are complete.

Call Configuration

  1. Browse to Service Desk.
  2. Click My Open Calls to see a list of calls.
  3. Select a call by clicking the Number of a call.
  4. Right-click the Incident title bar and select Configure > Related Lists.
  5. Ensure that Support Session > Call has been moved to the Selected column.
  6. Click the Save button.
  7. The Remote Support Sessions list should appear towards the bottom the call form once these steps are complete.

Configure Incident Caller Jump Macros

Configure Caller Dictionary

Remote Support Jump technology can be used for unattended access to devices through the Secure Remote Access Appliance.

  1. Browse to Incident and click Open to see a list of open incidents.
  2. Select an incident by clicking the Incident Number. Populate the Caller field by clicking the Magnifying Glass icon, then selecting an item from the list.
  3. Once the Caller is populated, click the Update button on the incident title bar. This takes you back to the incident list. Again, click on the name of the incident you just updated.
  4. Right click on the Caller Label and click Configure Dictionary.
  5. Locate the Attributes field and take note of the part of the value that reads ref_contributions=task_show_ci_map.
  6. Add any of the values listed below as a semicolon separated item in ref_contributions. For example, ref_contributions=bomgar_jump;task_show_ci;show_related_records.
  7. Jump To (by caller username, searching the console user field on the pinned device)
    1. x_bmgr_support_ent_bomgar_user_jump
  8. Click Update to save your changes.

Configure Task CMDB Jump Macros

Dictionary Entry: Configuration Item

Remote Support Jump technology can be used for unattended access to devices through the Secure Remote Access Appliance.

  1. Browse to Task and click Open to see a list of open incidents.
  2. Select a task by clicking the Task Number. Populate the Configuration Item field by clicking the Magnifying Glass icon, then selecting an item in the list.
  3. Once the Configuration Item is populated, click Update on the task title bar. This takes you back to the task list. Again, click on the name of the task you just updated.
  4. Right click on the Configuration Item Label and select Configure Dictionary.
  5. Locate the Attributes field and take note of the part of the value that reads ref_contributions=task_show_ci_map;show_related_records.
  6. Add any of the values listed below as a semicolon separated item in ref_contributions. For example, ref_contributions=bomgar_jump;task_show_ci;show_related_records.
  7. Jump To
    1. x_bmgr_support_ent_bomgar_jump_to
  8. Click Update to save your changes.

If the macro icon does not display next to the Configuration Item field when the field is populated with a value, you need to check if there is a Dictionary Override. To do that, follow the steps below.

  1. Right click on the Configuration Item Label and click Configure Dictionary.
  2. Locate the Dictionary Overrides related list. Determine if there is an entry in this list for the type of task you are working with (e.g. change_request), and click the item if it exists.
  3. If the Override attributes field is checked, then the attributes are being overridden and you'll need to add the macro to the Attributes field.
  4. Locate the Attributes field and take note of the part of the value that reads ref_contributions=task_show_ci_map;show_related_records.
  5. Add any of the values listed above as a semicolon separated item in ref_contributions.

Setup Scheduled Job for Session Import

ServiceNow Scheduled Script Execution Setup

  1. Browse to System Definition > Scheduled Jobs and click New at the top of the list.
  2. Click the link titled Automatically run a script of your choosing.
  3. Provide the following values:
    1. Name: Import Remote Support Sessions
    2. Run: Periodically
    3. Repeat Interval: 05 (representing 5 minutes)
    4. Run this script: (new x_bmgr_support_ent.BomgarRemoteSupport()).pullPendingBomgarReports();
  4. Click Submit to save the job.

Activate the Pull Sessions Module Option

As a way to test the retrieval of Remote Support sessions and as a means to manually pull Remote Support sessions, we have a module which is inactive by default, but can easily be activated and used.

  1. To activate the module, browse to System Definition > Modules (not Mobile).
  2. Search "for text" with the value "Pull Support Sessions".
  3. Click the record titled Pull Support Sessions.
  4. Find the checkbox labeled Active, check the box, and click Update.

You should now see the Pull Support Sessions link under the BeyondTrust Remote Support Integration menu. Clicking this link will only pull sessions which have occurred after the latest session imported into ServiceNow. If no sessions have been imported into ServiceNow, sessions which occurred over the past 24 hours are retrieved.

Configure Incident States

Show Choice List

UI Action Session Key

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 select 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 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 BeyondTrustrepresentative console from the /login > My Account tab.

If login fails:

  • Make sure that Remote Support and ServiceNow are checking credentials against the same LDAP server(s), if appropriate. Check the LDAP server in the Remote Support 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.
  • If LDAP authentication is not being used, log into ServiceNow, browse to User Administration > Users, select the user to be used for testing, and focus the Remote Support Username field.
  • If this field does not exist while viewing a user, hover over the icon next to User on the title bar, select Configure > Form Layout, and move the Remote Support Username field from the Available list to the Selected list. Once done, enter the name of a known-working Remote Support user account in this field and save.

Configure Email Notifications

Email Notifications

Email Notification Detail

  1. Browse to System Notification > Email > Notification.
  2. Filter by Name=Bomgar and then click on Bomgar Notification.
  3. Verify that:
    1. When to send > Send When equals Event is fired.
    2. When to send > Event Name equals x_bmgr_support_ent.link.notification.
    3. Who will receive > Users/groups in fields equals Caller.
    4. Table equals Incident [incident].
  4. Customize the Message text under the section What it will contain. This defaults to the event.parm2 variable. By default, event.parm2 contains only the BeyondTrust session key URL, though this can be changed in the BeyondTrust Integration's Appliance settings.
  5. Browse to System Properties > Email Properties. Verify that the settings are correct for your network.

Assign Users Appropriate Roles

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

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

Elevate Roles

  1. Browse to User Administration > Users.
  2. Select a user.
  3. Find the Roles tab and click the Edit button.

 

Edit User

  1. Add the x_bmgr_support_ent.itil role from the Collection list to the Roles list
  2. Click Save.

 

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, please see http://wiki.servicenow.com/index.php?title=MID_Server_Configuration#gsc.tab=0.

 

Rep Survey Task Association Option

Rep Survey Task Association

It is possible to associate Remote Support sessions with ServiceNow incidents by means of a field in the Rep Exit Survey. Several things need to be configured to make this functionality work.

Configure Rep Exit Survey in Remote Support

  1. In Remote Support/login, browse to Public Portals> Exit Surveys.
  2. Under Representative Survey, click the Add button and select Text Box.
  3. For Question Text, type Enter the task number. Make sure Question Name has the value of task_number and the Answer Required checkbox is checked.

Configure Rep Exit Survey Business Rule in ServiceNow

  1. In ServiceNow, browse to System Definition > Business Rules and search by Name for Associate Session via Rep Survey and click the business rule with the same name.
  2. In the Business Rule record, the Active checkbox is unchecked by default. Check this box and click Update to save the record.

Once these changes have been made, sessions started outside of ServiceNow will now be associated with a Task record within ServiceNow. The representative will simply paste the number or sys_id of a Task in ServiceNow to which they would like to associate the Remote Support session, at the end of the session.