Use Cases for the ServiceNow Enterprise Integration with BeyondTrust Remote Support
You must purchase this integration separately from both your Remote Support software and your ServiceNow solution. For more information, contact BeyondTrust sales.
Service desks and customer support organizations using ServiceNow can integrate with Remote Support to improve service levels, centralize support processes, and strengthen compliance. Uses cases that are addressed by the Remote Support and ServiceNow integration are listed below.
Generate Session Key
Technicians can generate a session key from within an incident and give the customer the key to initiate a support session.
The integration provides support for Incidents, Change Requests, New Call Records, and Catalog Requests.
Once the session ends, a detailed report of the session is imported into ServiceNow and associated with the incident from which the session key was generated.
Import Remote Support Session Data into a ServiceNow Record
Once the Remote Support session ends, ServiceNow is automatically updated with information gathered during the session, including:
- Chat Transcript
- File Transfer Information
- Session Notes
- Customer System Information
- Representative Involved
- Customers Involved
- Teams Involved
- Session Recordings
- Customer and Representative Survey Results
Jump to Configuration Item
Technicians can leverage Remote Support Jump Technology to access a configuration item associated with an incident directly from the incident. Additionally, this same technology can be leveraged directly from within a configuration item as well, even if it is not associated with an incident.
Once the session ends, a detailed report of the session is imported into ServiceNow and associated with the incident and/or configuration item record from which the session key was generated.
Customer-Initiated Chat from ESS
Customers can open incidents for which they are assigned as the caller and request a support session with a technician by clicking Get Support Now.
This functionality provides customers with an expedient path to resolution while also giving the technician the necessary context to effectively assist the customer.
Sessions, which are started quickly using Remote Support click-to-chat functionality, can be elevated to full support sessions if the technician deems it necessary.
Customer Initiated Chat from Service Portal
Customers can request a support session with a representative from a ServiceNow Service Portal where the Remote Support Get Support Now widget has been added. This includes any context within an Incident, like the Incident or Ticket form, or any context outside the scope of an Incident, like the SP homepage.
This functionality allows customers an expedient path to resolution, while also providing the technician with the necessary context to effectively assist the customer.
Sessions, which are started quickly using Remote Support's click-to-chat functionality, can be elevated to full support sessions if the technician deems necessary.
Access ServiceNow Records from the Representative Console
Using Remote Support custom links ability, a representative can access the associated ServiceNow record directly from within the representative console. This saves time searching for the record in ServiceNow and provides the representative with any available issue details, history, or other context to help quickly resolve the issue.
Associate Sessions with ServiceNow Records Manually
Whether a representative has created an incident for the current session or has found an existing session, sessions originating outside the scope of a ServiceNow record can be manually associated with the appropriate item. This allows session details to be added automatically to the incident when the session ends.
To make this association, the representative enters the numeric ID of the Incident, Change Request, New Call Record, or Catalog Request into the External Key field while in session.
Technicians can use the human-readable record number from ServiceNow to easily make this association.
Create Incidents Automatically
For customers who have applicable processes, the integration can be configured to automatically create a ServiceNow incident based on Remote Support sessions, either when the representative joins the session, or manually via a Remote Support rep console's custom link.
This process can simplify workflows and reduce the number of clicks needed for support representatives.