Test the Setup of the Bomgar and ServiceNow Integration
Test the ServiceNow API User
- Log into ServiceNow as an admin user. Locate Integration - Bomgar in the left navigation bar and click REST Message.
- Browse to Bomgar_session_key, locate REST Message Functions, and click get in the Function column.
- Locate REST Message Function Parameters and use the New button to enter the following string parameters:
- Add a parameter named applianceURL and set the value to the URL of the Bomgar Appliance (e.g., support.bomgar.com). The value should not contain any protocol information (e.g., do not use https://support.example.com).
- Add a parameter named username and set it to the name of the ServiceNow API account created in Bomgar. See "Create a ServiceNow API user account" in Configure Bomgar for the ServiceNow Integration.
- Add a parameter named password and set the value to the password specified for the ServiceNow API account created in Bomgar.
- Add a parameter named action with the value of get_api_info.
- Add a parameter named type with the value of support.
- Click Test. If the test was successful, the Response should appear similar to this:
<?xml version="1.0" encoding="UTF-8"?>
- If the test fails, make sure the following are true:
- TCP port 443 is allowed from the ServiceNow network (typically the WAN) to the Bomgar Appliance (typically the DMZ).
- Any and all special characters in the password are properly encoded. See this page for details and codes: https://en.wikipedia.org/wiki/Percent-encoding.
- The Bomgar Appliance's API is enabled. See "Verify that the API is enabled" in Configure Bomgar for the ServiceNow Integration.
Test the Bomgar Session Key Button
- Log into the Bomgar representative console, and then log into ServiceNow with the same account. If Bomgar and ServiceNow use different authentication systems, manually assign your Bomgar user to your ServiceNow user per "Set up Bomgar username authentication" in Configure ServiceNow for Integration with Bomgar.
- Open a closed incident in ServiceNow, open a resolved incident, and make sure the Bomgar 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 Bomgar 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.
- Click the Bomgar Session Key button. It should return a window with a seven-digit session key. The enterprise version of the integration should also return 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 Bomgar user account as described in this guide.
- The ServiceNow API User Connection test completes successfully.
- The Bomgar Instance Name, Username, and Password fields are set correctly in ServiceNow under Integrations - Bomgar > Administration > Properties. These should match the API User Connection test.
Test Session Updates
- Log into ServiceNow as an ITIL user or an admin. Use the Generate Session Key button as described above to start a Bomgar session.
- End the session from the representative console and close any surveys and/or session end messages on the rep and/or remote 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 Bomgar Sessions table. 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.
- Make sure there are no Bomgar errors reported for your ServiceNow instance in Bomgar's Outbound Events list. Your Bomgar admin can check this in Bomgar from the /login web interface under Management > Outbound Events.
- Log into ServiceNow as an admin. Browse to System Logs > Transactions, remove all existing filters, and add a URL filter of /bomgar_post.do. Click one of the results and make sure the originating IP address of the transaction is included in the Bomgar Appliance IP Address field of the integration properties (Integration - Bomgar > Administration > Properties).
Test the Employee Self-Service Application (Enterprise Only)
- 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. A Bomgar session client or chat session should spawn. If not:
- In the Bomgar interface, go to /login > Public Portals > Public Sites and edit the public site for the DNS address entered in ServiceNow's Bomgar ESS module, and make sure Use Issue Submission Survey is enabled.
Test Jump Sessions (Enterprise Only)
- Log into the Bomgar representative console and search for a Jump Client which is currently running on a machine included in the ServiceNow CMDB. This will ensure 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 Bomgar 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 Bomgar and Push and Start with Bomgar buttons for the ServiceNow CI in the same way as above.