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.,

Verify That the API Is Enabled

Enable XML API

The Bomgar ServiceNow Integration requires the Bomgar XML API to be enabled. This feature is used from within ServiceNow to communicate with the Bomgar APIs.

Go to /login > Management > API Configuration and verify that Enable XML API is checked.

Create a ServiceNow API User Account

User Account Settings

The ServiceNow API user account is used from within ServiceNow to make Bomgar Command API calls to Bomgar.

  1. Go to /login > Users & Security > Users.
  2. Click Create New User and name it ServiceNow or something similar.
  3. Leave Must Reset Password at Next Login unchecked.
  4. Set Password Expires On to Never Expires.
  1. Set Support Session Reporting Permissions to Allowed to View Reports and View All Sessions.
  2. Check Allowed to View Support Session Recordings.
  3. Check Allowed to Use Reporting API and Allowed to Use Command API.
  4. Enable Allowed to provide remote support.
  5. Scroll to the bottom and save the account.


Add Outbound Events

Outbound Events Settings

Outbound events are used to notify ServiceNow that a Bomgar Session has finished and is ready to be imported into ServiceNow.

  1. Go to /login > Management > Outbound Events.
  2. Click Add New HTTP Recipient and name it ServiceNow Integration or something similar, depending on your ServiceNow instance.
  1. Enter the URL:
    • For Global: where is the ServiceNow instance name.
    • For Scoped: where is the ServiceNow instance name.
  2. Scroll to Events to Send and check the following events:
    • Support Session End
    • Customer Exit Survey is Completed
    • Representative Exit Survey is Completed
  3. Scroll to the bottom and click Add Recipient.

Outbound Events :: HTTP Recipients

  1. Now, the list of outbound events should contain the event just added. The Status column displays a value of OK if communication is working. If communication is not working, the Status column displays an error which you can use to repair communication.


Set Up the Custom Link

Custom Link Setup

Bomgar custom links can be configured to allow representatives to quickly access the ServiceNow Incident that is associated with the session.

Bomgar 15.1 and later

  1. Browse to Rep Console > Custom Links.
  2. Under Rep Console :: Custom Links, click Create New Custom Link.
  3. Enter a name for the link, and then set the URL to where is the ServiceNow instance name. If needed, you can use any of the available macros to customize the link according to your specifications.
  4. Click Add Custom Link to save the new link.

Bomgar 15.0 and earlier

  1. Browse to Configuration > Options > Representative Console :: Custom Link.
  2. Set the URL to where is the ServiceNow instance name.
  3. Click Save.


Create Custom Fields

API :: Custom Fields :: Add

Bomgar custom fields are used to map ServiceNow Tasks (incidents, change requests, and service catalog requests), Call Records, and Configuration Items to Bomgar sessions.

  1. Browse to Management > API Configuration.
  2. Under API :: Custom Fields, click Create New Field.
  3. Enter the following values:
    • Display Name: ServiceNow Task ID
    • Code Name: snow_task_id
    • Show in Rep Console: checked
  4. Click Add Custom Field to save the new field.
  5. Repeat these steps for the following custom field values:
    • Display Name: ServiceNow Configuration Item ID
    • Code Name: snow_cmdb_ci_id
    • Show in Rep Console: checked
  6. And again for the following custom field values:
    • Display Name: ServiceNow Call ID
    • Code Name: snow_call_id
    • Show in Rep Console: checked