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.

Install Bomgar Integration

Customers have two options for installing the Bomgar ServiceNow Integration. The first option involves importing the Bomgar ServiceNow Integration Update Set. The second option involves requesting the Bomgar ServiceNow Integration from the ServiceNow Store.

Install via Update Set

Retrieve Update Sets

  1. Log into ServiceNow with an administrative user account and browse to System Update Sets > Retrieved Update Sets.
  2. 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.
  3. 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.
  1. Find the update set you just imported in the list of retrieved update sets and click it. The name should be similar to one of the examples below, and its Loaded date should be the most recent in the list.
    • For Global: Bomgar ERS Global 5.0.14 Release
    • For Scoped: Bomgar Remote Support 1.0.12 Full
  2. Click Preview Update Set to check for errors. Look through each update set.
  3. If the preview is satisfactory, return to the main page of the update set and click Commit Update Set.

Install via App Store

ServiceNow Store

Please see ServiceNow's FAQ regarding app installation via the ServiceNow App Store.

 

Create Local Update Set

Local Update Set

Local update sets are used in ServiceNow to capture configuration changes. They can be used to quickly transfer these configuration changes to other environments.

  1. 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.
  2. In the Name field, enter Bomgar - ServiceNow Integration Configuration (or an equivalent).
  3. Click Submit and Make Current. 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.
  1. For Scoped, make sure the Application is set to Bomgar Remote Support Enterprise Integration. If it is not, use the settings cog in the upper right of the screen to switch to the aforementioned scope.
  2. 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.

Update Bomgar Session Event Types

Update Event Types

Event Types are used to control which Bomgar events are processed with a Bomgar Session import. This step updates the database with all the available event types.

  1. Navigate to the Update Event Types page.
    • For Scoped: Browse to Bomgar Remote Support > Update Event Types.
    • For Global: Browse to Integration - Bomgar > Administration > Update Event Types.
  2. This loads all the available Bomgar Session Event Types into the database, so that unwanted events can be filtered out in a subsequent step when setting up your appliance(s).

Set Up Bomgar Appliance

Bomgar Appliance

Bomgar Appliance

Bomgar Appliances are set up in ServiceNow to connect ServiceNow with a Bomgar Appliance.

  1. Navigate to the Appliance page.
    • For Scoped: Browse to Bomgar Remote Support > Appliances.
    • For Global: Browse to Integration - Bomgar > Administration > Bomgar Appliance.
  1. Click New to add a new Bomgar Appliance and enter the following values:
    1. Name - must be Default.
    2. Hostname - hostname of the Bomgar Appliance.
    3. Username - username of the previously setup Bomgar API service account.
    4. Password - password of the previously setup Bomgar API service account.
    5. Integration Enabled - turns the integration on and off.
    6. Import External Sessions - if checked, session reports for sessions that are started external to ServiceNow are imported into ServiceNow.
    7. Accepted IP Addresses - a comma-separated list of IP addresses from which this integration accepts outbound events.
    1. Auto Associate With User (for Scoped) - if checked, when the session report is imported, the integration attempts to associate a ServiceNow User with the session. The lookup is based on the session's primary representative username.
    2. Filter System Chat Messages (for Global) - if checked, chat messages by the system are not imported with the rest of the chat messages.
    3. Use Rep Console For Session Keys - if checked, session keys are provided by the Bomgar representative console; otherwise, session keys are provided within ServiceNow.
    4. Create Stub Incidents (for Global) - if checked, stub incidents are created for Bomgar sessions that are not related to a ServiceNow task.
    5. Work Note Logging
      1. Log Session Notes - if checked, session notes are logged to the task's work notes field.
      2. Log Session End - if checked, a session end notice is logged to the task's work notes field.
      3. Log Generate Session Key - if checked, a work note is logged each time a technician generates a session key.
      4. Log Customer Initiated Sessions - if checked, a work note is logged each time a user starts a session with a technician from the employee self-service module.
    6. Employee Self Service
      1. Issues (for Scoped) - a list of issues, each of which must match a Bomgar issue by Code Name, that are presented to customers in the employee self-service module.

        Note: In a subsequent step, you have the option to load these from the Bomgar Appliance with the click of a button.

      2. Self Service Enabled - if checked, a Get Support Now button is displayed on the Incident form that customers in the employee see in the self-service module.
      3. Session Start Type - determines how to start a Bomgar session, either by Click-to-Chat or a full session, for customers requesting support in the employee self-service module.
      4. Session Start Method (for Global) - determines whether to start the session by Representative or by Issue.
    7. Miscellaneous
      1. Events to Import - a list of Bomgar session events to process when importing a Bomgar session.

        Note: You will not be able to configure this setting until after the appliance has been saved.

      2. Email Detailed Session Key (for Global) - if checked, session key invitations sent by email contain a detailed "mail_body"; otherwise, the invitation simply contains a URL, "key_url".

Configure Events to Import

Events to Import

Events to Import

Collection

Event Types are used to control which Bomgar events are processed with a Bomgar session import. This step defines which events are processed for each Bomgar session import.

  1. Navigate to the Appliance page.
    1. For Scoped: Browse to Bomgar Remote Support > Appliances.
    2. For Global: Browse to Integration - Bomgar > Administration > Bomgar Appliance.
  2. Click the name of your appliance.
  3. Click the Miscellaneous tab
  1. Click the Edit Events to Import button (the lock icon).
  2. Click the Add/Remove multiple button (the group of people icon) located on the right side of the field.
  3. Select the events you want from the Collection field on the left and use the arrows to move the events to the List field on the right.

    Note: You can use CTRL+A to select all events.

  4. Click the Save button when you are finished.

Configure Self-Service Issues (For Scoped)

Load Issues

Issues are used to allow customers to select what type of issue they are having when requesting a session with a Bomgar representative. These issues are mapped to Bomgar issues (set up in /login) and can be used to route Bomgar sessions.

  1. Browse to Bomgar Remote Support > Appliances.
  2. Click the name of your appliance
  3. Click Load Issues in the Appliance title bar to auto-load the issues you want from the Bomgar Appliance. You will be alerted with a summary of how many issues were added and/or updated.
  4. Optionally, you can manually add Issues to the list by clicking the Employee Self Service tab, then double-clicking Insert a new row… at the bottom of the list. Double click each column to set the value. Changes are immediately saved when you hit Enter or click out of the field.

Configure Self-Service Bomgar Module (For Global)

Employee Self-Service Center Bomgar Module

The Bomgar support portal can be embedded within ServiceNow.

  1. Browse to System Definition > Modules.
  2. Search by Title for Bomgar.
  3. Click the result where the Title is Bomgar and the Application Menu is Self-Service.
  4. Click the Link Type tab.
  5. The Link Type should be URL (from Arguments).
  6. In the Arguments field, enter the URL of your Bomgar Appliance's public portal (e.g., https://support.example.com).
  7. Click the Update button to save your changes.

Configure Journal Entry Table (For Scoped)

System Journal

The Journal Entry table (sys_journal_field), which is used to log chat dialogue and session notes, must be set to allow other scopes to insert records.

  1. Browse to System Definition > Tables.
  2. Search by Label for Journal Entry.
  3. Click on the link titled Journal Entry.
  4. If you are prompted to edit the record in Global scope, do so.
  5. Click the Application Access tab.
  6. Ensure that the Accessible From field is set to All application scopes.
  7. Ensure that Can Create is checked.
  8. Click the Update button.

Configure Bomgar Session Related Lists

Configure Related Lists

Related lists are used to provide a list of Bomgar Sessions that are associated with a Task (incident, change request, or service catalog request), Call Record, or Configuration Item.

Task Configuration

  1. Browse to Incident.
  2. Click Open to see a list of open incidents.
  3. Select an incident by clicking the Incident Number.
  4. Right-click the Incident title bar and select Configure > Related Lists.
  1. Ensure that Support Session > Task (for Scoped) or Bomgar Session > Incident (for Global) has been moved to the Selected column.
  2. Click the Save button.
  3. The Bomgar Sessions list should appear towards the bottom the incident form once these steps are complete.

CMDB Configuration

  1. Browse to Configuration > Servers.
  2. Click All to see a list of servers.
  3. Select a server by clicking the Name of a server.
  4. Right-click the Incident title bar and select Configure > Related Lists.
  1. Ensure that Support Session > Configuration Item (for Scoped) or Bomgar Session > Configuration Item (for Global) has been moved to the Selected column.
  2. Click the Save button.
  3. The Bomgar Sessions list should appear towards the bottom the configuration item form once these steps are complete.

Call Configuration

Note: Call records are enabled as a plugin. Not all customers will have the plugin enabled.

  1. Browse to Service Desk.
  2. Click My Open Calls to see a list of calls.
  3. Select a call by clicking the Number of a call.
  4. Right-click the Incident title bar and select Configure > Related Lists.
  5. Ensure that Support Session > Call (for Scoped) or Bomgar Session > Call (for Global) has been moved to the Selected column.
  6. Click the Save button.
  7. The Bomgar Sessions list should appear towards the bottom the call form once these steps are complete.

Configure Incident CMDB Jump Macros

Configure CMDB Dictionary

Bomgar Jump technology can be used for unattended access to devices through the Bomgar Appliance.

  1. Browse to Incident.
  2. Click Open to see a list of open incidents.
  3. Select an incident by clicking the Incident Number.
  4. Populate the Configuration Item field by clicking the magnifying glass icon, then selecting an item in the list.
  5. Once the Configuration Item is populated, click the Update button on the Incident title bar. This takes you back to the Incident list.
  6. Click the name of the incident you just updated.
  7. Right click the Configuration Item Label and click Configure Dictionary.
  8. Locate the Attributes field and take note of the part of the value that reads ref_contributions=task_show_ci_map;show_related_records.
  1. Add any of the values listed below as a semicolon-separated item in ref_contributions (e.g., ref_contributions=bomgar_jump;task_show_ci;show_related_records).
    • Jump To
      • For Scoped: x_bmgr_support_ent_bomgar_jump_to
      • For Global: bomgar_jump
    • Push Start Local
      • For Scoped: x_bmgr_support_ent_bomgar_push_start_local
      • For Global: push_start_local
    • Push Start Remote
      • For Scoped: x_bmgr_support_ent_bomgar_push_start_remote
      • For Global: push_start_remote
    • RDP Jump
      • For Scoped: x_bmgr_support_ent_bomgar_rdp_session
      • For Global: rdp_session
    • Shell Jump
      • For Scoped: x_bmgr_support_ent_bomgar_shell_jump
      • For Global: shell_jump
    • vPro Jump
      • For Scoped: x_bmgr_support_ent_bomgar_vpro_session
      • For Global: bomgar_vpro
  2. Click the Update button to save your changes.

Configure Incident States

Show Choice List

UI Action Session Key

Incident states are used in the Bomgar Integration, specifically UI Actions (like Generate Session Key) to control when the button shows up on incident forms.

  1. Browse to Incident.
  2. Click Open to see a list of open incidents.
  3. Select an incident by clicking the Incident Number.
  4. Right-click on the Label State, and click Show Choice List.
  5. Filter the list by Table=incident. Take note of the different incident choices, 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.
  1. Go back to the incident and right-click on the Bomgar Session Key (for Global) or the Session Key (for Scoped) button located in the Incident title bar.
  1. Select Configure > UI Actions.
  2. In the UI Actions list, click Bomgar Session Key.
  3. 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.
  4. 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 < 6 so 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.

Configure Bomgar Username and Authentication

Configure User Form

  1. Log into your Bomgar /login interface with the same credentials as a ServiceNow user who is expected to be using Bomgar.
  2. 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 Configure > 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.

Configure Email Notifications

Email Notifications

Email Notification Detail

  1. Browse to System Notification > Email > Notification.
  2. Filter by Name=Bomgar, and then click on Bomgar Notification.
  3. Verify that:
    1. When to send > Send When equals Event is fired.
    2. When to send > Event Name equals bomgar.link.notification (for Global) or x_bmgr_support_ent.link.notification (for Scoped).
    3. Who will receive > Users/groups in fields equals Caller.
    4. Table equals Incident [incident].
  4. 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 Appliance settings.
  5. Browse to System Properties > Email Properties. Verify that the settings are correct for your network.

ServiceNow MID Server Option

MID Server

It is possible to avoid direct connection between ServiceNow and Bomgar by using an MID server for internal Bomgar deployments.

For more information on MID servers, see wiki.servicenow.com/index.php?title=MID_Server_Configuration.