Configure Bomgar for the ServiceNow Integration

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

  1. Verify that the API is enabled.

    Enable XML API

    • If running Bomgar 14.2 or later, go to /login > Management > API Configuration and verify that Enable XML API is checked.
    • If running a version of Bomgar prior to 14.2, go to /login > Management > Security and verify that Enable XML API is checked.

User Account Settings

  1. Create a ServiceNow API user account.
    • Go to /login > Users & Security > User Accounts. Click Create New User and name it ServiceNow or something similar.
    • Check Is Administrator.
    • Set Support Session Reporting Permissions to Allowed to View Reports and View All Sessions.
    • Check Allowed to view support session recordings.
    • Check Allowed to use reporting API and Allowed to use command API.
    • Check Allowed to provide remote support.
    • Scroll to the bottom and save the account.
    • Click Edit on the new account.
    • Set Password Expires On to Never Expires. Save again.

     

Outbound Events Settings

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

 

Custom Link

  1. Set the custom link.
    • Browse to Configuration > Options > Representative Console :: Custom Link.
    • 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.
    • Click Save.