Test the Setup of the Bomgar and ServiceNow Integration

Test the ServiceNow API User

  1. Log into a machine outside of the Bomgar Appliance's network and enter the following URL into a web browser: https://support.example.com/api/command.ns?username=USERNAME&password=PASSWORD&action=generate_session_key&type=support&queue_id=general&external_key=123.
    • Replace support.example.com with the DNS hostname of the Bomgar Appliance on which the API user for ServiceNow was created.
    • Replace USERNAME with the username of the API user account, and replace PASSWORD with the password of the account. The password must use percent-encoding for any special characters (e.g., `%23` instead of `#`).
    • The external_key parameter may be removed for testing. The other parameters must be left in place.
  2. If the browser returns an XML document tree in <session_key> tags, the test was successful. In most browsers, the following message is expected: "This XML file does not appear to have any style information associated with it." In case of failure:
    • Check the username and password of the Bomgar local user account. This is located in the Bomgar interface under /login > Users & Security > Users.
    • Check access in the Bomgar interface under /login > Management > Security :: /login Network Restrictions to confirm that the IP address range for ServiceNow is allowed.
    • Check that TCP port 443 is allowed through the firewall to Bomgar. This can be done using telnet as follows: telnet support.example.com 443. If the terminal window returns a blank, black screen and blinking cursor, the port is open.

Test the Bomgar Session Key Button

  1. Log into ServiceNow and open a closed incident and a resolved incident to make sure the Bomgar Session Key button does not appear.
  2. In ServiceNow, open a test incident. 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 Generate Session Key button will appear. Once done, click the button. It should return a window with a seven-digit session key, a session URL, and a button to email the key. In case of failure:
    • Ensure that the ServiceNow user account is mapped to a Bomgar user account as described in Configure Bomgar for the ServiceNow Integration.
    • Make sure TCP port 443 is allowed from the ServiceNow network (typically the WAN) to the Bomgar Appliance (typically the DMZ).
    • In ServiceNow, open Integrations - Bomgar > Administration > Properties and make sure the Bomgar Instance Name, Username, and Password fields are set correctly per the ServiceNow API user test above.

Test Session Updates

  1. In ServiceNow, use the Generate Session Key button to start a Bomgar session, and then stop the session.
  2. In the Bomgar interface, check Bomgar's outbound event status at /login > Management > Outbound Events. Make sure that it reads OK. Otherwise, check the configuration of the event.
  3. Return to the ServiceNow incident from which the session key was generated, scroll to the bottom of the page, and check the Bomgar Sessions tab. There should be an entry for the recent session. If not:
    • Check that TCP port 443 is allowed from the Bomgar Appliance to ServiceNow using the Bomgar /appliance TCP connection test outlined in Requirements for the Bomgar Integration with ServiceNow.
    • Switch to ServiceNow, open Integration - Bomgar > Administration > Properties, and make note of the Bomgar Appliance IP Address. 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 matches that set in the integration properties.

Test the Employee Self-Service Application (Enterprise Only)

  1. 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.
  2. Locate or create an incident which has an assigned non-ITIL caller and an assigned ITIL technician.
  3. Use the Impersonation key icon in the upper left corner of the screen to impersonate the non-ITIL user for the above incident.
  4. 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)

  1. 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.
  2. 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.
  3. Run the resulting .brcs file and make sure the representative console launches a session with the remote host in question.
  4. 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.