Configure ServiceNow for Integration with Bomgar
Unless otherwise noted, all of the steps in this section take place in the ServiceNow interface. The development and/or test instances of ServiceNow should be used initially so that the integration can be thoroughly tested before installation in the production instance.
- Import, preview, and commit update set(s).
- Log into ServiceNow with an administrative user account, browse to System Update Sets > Retrieved Update Sets, and click Import Update Set from XML at the bottom of the page. In some instances, it may be necessary to right-click the header column of the update sets table and select Import Update Set from XML from the resulting menu.
- Click Browse, locate the update set XML file, and click Upload. Bomgar Technical Support normally sends the necessary update set XML file via email after the ServiceNow integration has been purchased through Bomgar's Sales team. If you have not yet received a copy, please contact Bomgar Technical Support.
- Find the update set you just imported in the list of retrieved update sets and click it. The name should include Bomgar - ServiceNow, and its Loaded date should be the most recent in the list. Then click Preview Update Set to check for errors. Look through each update set.
- If the preview is satisfactory, return to the main page of the update set and click Commit.
- Create the local update set.
- Browse to System Update Sets > Local Update Sets, and click the New button above the list of update sets to create a new local update set.
- In the Name field, enter Bomgar - ServiceNow Integration Configuration (or an equivalent), and check My Current Set. Click Submit. This update set will capture any changes you make during the configuration process. Just make sure that the Bomgar - ServiceNow Integration Configuration update set is selected in ServiceNow's update set dropdown for the following steps.
- After configuration is complete and tested, the local update set can be imported or promoted to new instances of ServiceNow (e.g., the production instance) to quickly replicate the integration. This must be done after transferring the Bomgar - ServiceNow retrieved update set. See Transfer the Bomgar - ServiceNow Integration Update Sets for details.
- Configure Bomgar integration properties.
- Browse to Integration - Bomgar > Administration > Properties and at a minimum, configure the Bomgar Instance Name, Username, Password, and Bomgar Appliance IP Address. These should be taken from the DNS address of the Bomgar Appliance, the API user for ServiceNow on that appliance, and the IP address of the appliance, respectively.
- If Bomgar is using Shared IP Failover, the unique IP address of each appliance and the shared IP should be added to the integration properties using a comma-delimited list. See www.bomgar.com/docs/remote-support/how-to/failover for details.
- Save the settings.
- Edit the Bomgar ESS module.
- This ESS module is available only with the enterprise version of the integration.
- Browse to Self-Service, right-click on the Bomgar icon, and select Edit Module.
- Note that right-clicking the Bomgar icon has an entirely different effect than left-clicking it, as does right-clicking the text beside the icon.
- In the Arguments field, put the Bomgar Appliance's URL (e.g., https://support.example.com).
- Click Update when done.
- Personalize incidents.
- Related Lists – Browse to Incident and click Create New or select an incident by clicking the Incident Number. Right-click the Incident title bar and select Personalize > Related Lists. Ensure that Bomgar Session > Task has been moved to the Selected column, and then click Save. The Bomgar Sessions list should appear towards the bottom the incident page once these steps are complete.
- Dictionary – Skip this step if configuring the basic integration. Otherwise, open the test incident, right-click the label Configuration Item, and select Personalize Dictionary. Find the Attributes field and make sure one of the following is included in the comma-separated list:
Be aware that bomgar_jump requires that Bomgar Jump Clients be connected to each remote machine used and that bomgar_vpro requires vPro to be set up and working separately, outside of ServiceNow and Bomgar.
- Choice List – Open the test incident, right-click on the label State, and select Show Choice List. Take note of the different incident choices (you may want to filter the list by the incident_state Element), specifically the value of incidents with a label of Resolved or Closed and any custom incident states for which Bomgar Session Key should not appear.
- UI Actions – Go back to the incident, right-click on the Bomgar Session Key button located in the Incident title bar, and select Personalize > UI Actions. In the UI Actions list, click Bomgar Session Key, focus the Condition field, and ensure current.incident_state is configured to include the IDs of the incident states for which the session key button should not appear.
- current.incident_state example – If the Resolved and Closed fields you took note of earlier have values of 6 and 7, then the Condition field mentioned above should include the code
current.incident_state < 6so as not to show a Bomgar Session Key button on resolved or open incidents. If there are custom incidents (e.g., Complete), then the condition field may require logic such as
&& current.incident_state !=8.
For example, if the button should not appear for incident states 6, 7, and 10, while it should appear for states 1-5, 8, and 9, then the following could be used:
gs.hasRole('itil') && current.incident_state != 6 && current.incident_state != 7 && current.incident_state != 10.
- Set up Bomgar username authentication.
- Log into your Bomgar /login interface with the same credentials as a ServiceNow user who is expected to be using Bomgar. Download and install a Bomgar representative console from the /login > My Account tab.
- If login fails:
- Make sure that Bomgar and ServiceNow are checking credentials against the same LDAP server(s), if appropriate. Check the LDAP server in the Bomgar interface under /login > Users & Security > Security Providers. To check the LDAP server for ServiceNow, see the LDAP Integration Setup article at wiki.servicenow.com/index.php?title=LDAP_Integration_Setup
- If LDAP authentication is not being used, log into ServiceNow, browse to User Administration > Users, select the user to be used for testing, and focus the Bomgar Username field.
- If this field does not exist while viewing a user, hover over the icon next to User on the title bar, select Personalize > Form Layout, and move the Bomgar Username field from the Available list to the Selected list. Once done, enter the name of a known-working Bomgar user account in this field and save.
- Check email notifications (enterprise only).
- Browse to Integration - Bomgar > Administration > Notification and click Bomgar Notification.
- Verify that Send When equals Event is fired, that Event Name equals bomgar.link.notification, and that Users/groups in fields equals Caller. The first two options are located in the When to send section, and the second is located under the Who will receive section.
- Customize the Message text under the section What it will contain. This defaults to the event.parm2 variable. By default, event.parm2 contains only the Bomgar session key URL, though this can be changed in the Bomgar integration's Properties page.
- Browse to System Properties > Email. Verify that the settings are correct for your network.