Configure Remote Support for the ServiceNow Integration

 

You must purchase this integration separately from both your Remote Support 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 Remote Support interface by going to the hostname of your Secure Remote Access Appliance followed by /login (e.g., https://support.example.com/login).

Verify the API Is Enabled

Enable API

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

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

Create a ServiceNow OAuth API Account

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

Add API Account

  1. Go to /login > Management > API Configuration.
  2. Click Add to create a 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.

 

Option 1: Add Outbound Events for Session Import

Outbound Events

Outbound events are used to notify ServiceNow that a Remote Support session has finished and is ready to be imported into ServiceNow.

  1. Go to /login > Management > Outbound Events.
  2. Click Add and name the new HTTP recipient 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. At the top of the page click Save.

Option 2: Setup Schedule Job for Session Import

Instead of using outbound events to notify ServiceNow that a Remote Support session is ready to be imported, you can use a mechanism in ServiceNow known as a Scheduled Job. Using a scheduled job, you can poll the Remote Support Reporting API for the latest sessions on whichever schedule you like.

To setup a scheduled job, see the section titled Setup Scheduled Job for Session Import in the Configure ServiceNow section of this document.

Set Up the Custom Link

Custom Link Setup

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

  1. Browse to Rep Console > Custom Links.
  2. Click Add to create a 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.SNOW_TASK_ID%, where support.example.comis the ServiceNow instance name. If needed, you can use any of the available macros to customize the link according to your specifications.

If the customer is using External Key to store the task sys_id, then use the macro %SESSION.CUSTOM.EXTERNAL_KEY% instead.

  1. Click Save to save the new link.

 

Create Custom Fields

Custom Fields

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

  1. Browse to Configuration > Custom Fields.
  2. Click Add to create a new custom field.
  3. Enter the following values:
    • Display Name: ServiceNow Task ID
    • Code Name: snow_task_id
    • Show in Rep Console: checked
  4. Click Save 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