Test the Setup of the BeyondTrust and ServiceNow Integration
You must purchase this integration separately from both your BeyondTrust software and your ServiceNow solution. For more information, contact BeyondTrust sales.
Test Session Key Generation
- Log into the BeyondTrust representative console, and then log into ServiceNow with the same account. If BeyondTrust and ServiceNow use different authentication systems, manually assign your BeyondTrust user to your ServiceNow user as described in Configure BeyondTrust Username and Authentication.
- Open a closed incident in ServiceNow, open a resolved incident, and make sure the Session Key button does not appear for either of them.
- Open a test incident in ServiceNow. Confirm the State field matches one of the values for which the Session Key button should appear, and make sure the button appears as expected. Remember that the incident must be saved before the button will appear.
- Go to BeyondTrust Remote Support > Appliances > Default and check if Use Rep Console for Session Keys field is checked.
- If Use Rep Console for Session Keys is checked, click the Session Key button. This launches the BeyondTrust representative console, subsequently opening the Session Key dialog box.
- If Use Rep Console for Session Keys is not checked, click the Session Key button. It should return a window with a seven-digit session key, along with a session key URL and a button to email the key. In case of failure, make sure the following are true:
- The ServiceNow user account is mapped to a BeyondTrust user account as described in this guide.
- The ServiceNow API User Connection test completes successfully.
- The BeyondTrust Hostname and OAuth Client fields are set correctly in ServiceNow under BeyondTrust Remote Support > Appliances > Default.
Test BeyondTrust Session Import
- Log into ServiceNow as an ITIL user or an admin.
- Use the Session Key button as described above to start a BeyondTrust session.
- End the session from the representative console and close any surveys and/or session end messages on the representative and/or customer sides of the session.
- Refresh the ServiceNow incident from which the session key was generated, scroll to the bottom of the page, and check the BeyondTrust Sessions list. There should be an entry for the recent session. If not, make sure the following are true:
- The API User Connection test works correctly as described above.
- There are no BeyondTrust errors reported for your ServiceNow instance in the BeyondTrust Outbound Events list. Your BeyondTrust admin can check this in BeyondTrust from the /login web interface under Management > Outbound Events.
- The IP address is set up correctly, following the steps below:
- Log into ServiceNow as an admin.
- Browse to System Logs > Transactions, remove all existing filters, and add a URL filter of
- Click one of the results and make sure the originating IP address of the transaction is included in the Secure Remote Access Appliance IP Address field of the integration appliance settings under BeyondTrust Remote Support > Appliances > Default.
Test BeyondTrust Get Support Now (ESS)
- Log into ServiceNow as a non-admin (non-ITIL) user, or use the key icon in the upper left of the screen to switch to such a user if an admin is already logged in.
- Locate or create an incident which has an assigned non-ITIL caller and an assigned ITIL technician.
- Use the Impersonation key icon in the upper left corner of the screen to impersonate the non-ITIL user for the above incident.
- Open the incident and click Get Support Now.
- If you do not see a Get Support Now button, make sure that Self Service Enabled is checked under BeyondTrust Remote Support > Appliances > Default > Employee Self Service.
- The customer should be presented with the list of the issues configured as Active under BeyondTrust Remote Support > Appliances > Default > Employee Self Service.
- If the session does not start, then in the BeyondTrust interface, go to /login > Public Portals > Public Sites and edit the public site for the configured Secure Remote Access Appliance under BeyondTrust Remote Support > Appliances > Default, and make sure Use Issue Submission Survey is enabled.
Test BeyondTrust Jump Technology
- Log into the BeyondTrust representative console and search for a Jump Client which is currently running on a machine included in the ServiceNow CMDB. This ensures the Jump Client in question can be accessed using the Configuration Item in ServiceNow incidents.
- In ServiceNow, create or open an incident, assign the above host as the Configuration Item (CI) of the incident, and click the orange Jump to CI with BeyondTrust Remote Support button.
- Run the resulting .BRCS file and make sure the representative console launches a session with the remote host in question.
- If applicable, test the Jump to CI with vPro via BeyondTrust, Push and Start Local, Push and Start Remote, RDP Jump, and Shell Jump buttons for the ServiceNow CI in the same way as above.