Test the Setup of the Bomgar and ServiceNow Integration

Test Session Key Generation

Session Key Generated

  1. 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 as described in Configure Bomgar Username and Authentication.
  2. Open a closed incident in ServiceNow, open a resolved incident, and make sure the Bomgar Session Key (for Global) or Session Key (for Scoped) button does not appear for either of them.
  3. Open a test incident in ServiceNow. Confirm the State field matches one of the values for which the Bomgar Session Key (for Global) or Session Key (for Scoped) button should appear, and make sure the button appears as expected. Remember that the incident must be saved before the button will appear.
  4. Go to Integration - Bomgar > Administration > Bomgar Appliance > Default (for Global) or Bomgar Remote Support > Appliances > Default (for Scoped) and check if Use Rep Console for Session Keys field is checked.
    • If Use Rep Console for Session Keys is checked, click the Bomgar Session Key (for Global) or Session Key (for Scoped) button. This launches the Bomgar representative console, subsequently opening the Session Key dialog box.

      Generate Session Key

    • If Use Rep Console for Session Keys is not checked click the Bomgar Session Key (for Global) or Session Key (for Scoped) button. It should return a window with a seven-digit session key, along with 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 Hostname, Username, and Password fields are set correctly in ServiceNow under Integration - Bomgar > Administration > Bomgar Appliance > Default (for Global) or Bomgar Remote Support > Appliances > Default (for Scoped).

Test Bomgar Session Import

Bomgar Session Import

  1. Log into ServiceNow as an ITIL user or an admin.
  2. Use the Bomgar Session Key (for Global) or Session Key (for Scoped) button as described above to start a Bomgar session.
  3. End the session from the representative console and close any surveys and/or session end messages on the representative and/or customer sides of the session.
  4. Refresh the ServiceNow incident from which the session key was generated, scroll to the bottom of the page, and check the Bomgar Sessions list. There should be an entry for the recent session. If not, make sure the following are true:
    1. The API User Connection test works correctly as described above.
    2. There are no Bomgar errors reported for your ServiceNow instance in the Bomgar Outbound Events list. Your Bomgar admin can check this in Bomgar from the /login web interface under Management > Outbound Events.
    3. The IP address is set up correctly, following the steps below:
      1. Log into ServiceNow as an admin.
      2. Browse to System Logs > Transactions, remove all existing filters, and add a URL filter of /bomgar_post.do (for Global) or /x_bmgr_support_ent_bomgar_post.do (for Scoped).
      3. 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 appliance settings under Integration - Bomgar > Administration > Bomgar Appliance > Default (for Global) or Bomgar Remote Support > Appliances > Default (for Scoped).

 

Test Bomgar Get Support Now (ESS) - (For Global)

Get Support Now

  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.
  5. If you do not see a Get Support Now button, make sure that Self Service Enabled is checked under Integration - Bomgar > Administration > Bomgar Appliance > Default > Self Service.
  6. Under Integration - Bomgar > Administration > Bomgar Appliance > Default > Self Service, if Session Start Method is set to Representative, then the customer should be presented with a list of Bomgar representatives with which to start a session.
  7. If the session does not start, make sure the selected representative is logged in to the Bomgar representative console.
  8. If Session Start Method is set to Issue, then the customer should be immediately put into a session queue, awaiting response by a Bomgar representative.
  9. If the session does not start, then in the Bomgar interface, go to /login > Public Portals > Public Sites, edit the public site for the configured Bomgar Appliance under Bomgar Remote Support > Appliances > Default, and make sure Use Issue Submission Survey is enabled.

Test Bomgar Get Support Now (ESS) - (For Scoped)

Get Support Now - Scoped Issues

  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.
  5. If you do not see a Get Support Now button, make sure that Self Service Enabled is checked under Bomgar Remote Support > Appliances > Default > Employee Self Service.
  6. The customer should be presented with the list of the issues configured as Active under Bomgar Remote Support > Appliances > Default > Employee Self Service.
  7. If the session does not start, then in the Bomgar interface, go to /login > Public Portals > Public Sites and edit the public site for the configured Bomgar Appliance under Bomgar Remote Support > Appliances > Default, and make sure Use Issue Submission Survey is enabled.

Test Bomgar Jump Technology

Jump to CI - Scoped

Jump to CI Global

  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 ensures 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 Remote Support 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, Push and Start Local, Push and Start Remote, RDP Jump, and Shell Jump buttons for the ServiceNow CI in the same way as above.