Bomgar Integration with ServiceNow

Transcription

1 Bmgar Integratin with ServiceNw 2017 Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC:8/31/2017

2 Table f Cntents Bmgar Integratin with ServiceNw - Enterprise 4 Requirements fr the Bmgar Integratin with ServiceNw 5 Base Integratin Requirements 5 Additinal Integratin Requirements 5 Firewall Test 6 Cnfigure Bmgar fr the ServiceNw Integratin 7 Verify That the API Is Enabled 7 Create a ServiceNw API Accunt 7 Add Outbund Events 8 Set Up the Custm Link 9 Create Custm Fields 9 Cnfigure ServiceNw fr Integratin with Bmgar 10 Install Bmgar Integratin 10 Create Lcal Update Set 11 Update Bmgar Sessin Event Types 11 Set Up Bmgar Appliance 12 Cnfigure Events t Imprt 13 Cnfigure Self-Service Issues (Fr Scped) 14 Cnfigure Self-Service Bmgar Mdule (Fr Glbal) 14 Cnfigure Jurnal Entry Table (Fr Scped) 14 Cnfigure Bmgar Sessin Related Lists 15 Cnfigure Incident CMDB Jump Macrs 16 Cnfigure Incident States 17 Cnfigure Bmgar Username and Authenticatin 17 Cnfigure Ntificatins 18 Assign Users Apprpriate Rles 18 ServiceNw MID Server Optin 18 Test the Setup f the Bmgar and ServiceNw Integratin 19 Test Sessin Key Generatin 19 Test Bmgar Sessin Imprt 19 Test Bmgar Get Supprt Nw (ESS) - (Fr Glbal) 20 CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

3 Test Bmgar Get Supprt Nw (ESS) - (Fr Scped) 20 Test Bmgar Jump Technlgy 21 Transfer the Bmgar-ServiceNw Integratin Update Sets 22 Transfer Update Set 22 Cnfigure Prductin Outbund Event 22 Cnfigure Custm Link 22 CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

4 Bmgar Integratin with ServiceNw - Enterprise Service desks and custmer supprt rganizatins using ServiceNw can integrate with Bmgar t imprve service levels, centralize supprt prcesses, and strengthen cmpliance. Features f the Bmgar and ServiceNw integratin are summarized belw. Outbund Supprt Sessins - Technicians can launch Bmgar sessins frm within ServiceNw Incidents, Prblem Recrds, Change Requests, Service Catalg Requests, and Call recrds using the Generate Sessin Key buttn. Sessin Updates - Bmgar sessin data is written back t ServiceNw tickets. The basic integratin includes chat transcripts. The enterprise integratin includes chat transcripts, file transfers, system infrmatin, sessin ntes, custmer and representative surveys, sessin recrdings, and mre details abut each Bmgar sessin. Embedded Supprt Prtal - Remte end users can initiate Bmgar sessins with technicians thrugh a Bmgar supprt prtal embedded within the ServiceNw Emplyee Self-Service applicatin. Custmer-Initiated Sessins - Thrugh the ServiceNw Emplyee Self Service mdule, custmers can initiate chat sessins with Bmgar representatives frm within ServiceNw Incident recrds. Jump Sessins - Technicians can cnnect directly t remte Cnfiguratin Items using Remte Jump, Lcal Jump, RDP, Shell, and/r vpr technlgy. ServiceNw Applicatin Scpe As f versin Fuji, ServiceNw supprts integratins that are develped in a glbal scpe and integratins that are develped in an applicatin scpe. This dcumentatin cvers bth variatins, as we have develped integratins fr bth scpes. The first f these tw is ur Glbal Enterprise Integratin, which was develped in the glbal scpe and t which this dcument refers t as Glbal. The ther is ur Scped Enterprise Integratin, which was develped in ur Bmgar applicatin scpe and t which this dcument refers t as Scped. Fr the Scped versin f this integratin, administratrs are prmpted when cnfiguring items that live in the glbal scpe. Fr example, when cnfiguring the Frm Layut f an Incident, the user is prmpted with an ptin t Edit this Sectin in Glbal. The recmmendatin fr this integratin is t edit the sectin in the glbal scpe, which allws the user t edit the frm r recrd withut having t switch ut f ur Bmgar applicatin scpe. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

5 Requirements fr the Bmgar Integratin with ServiceNw Outlined belw are requirements fr the enterprise versins f the Bmgar ServiceNw integratin. If any f the integratin requirements are nt yet met, they must be in place prir t starting the integratin setup prcess unless the assciated features f the integratin are nt required. Base Integratin Requirements ServiceNw instance with: Versin Fuji r later A wrking Service Desk applicatin A wrking cnfiguratin Bmgar Appliance (physical r virtual) with: Versin r later At least ne usable representative cnsle which can generate sessin keys A wrking Bmgar public site thrugh which users can cnnect t representatives Netwrk firewall rules t allw: TCP 443 traffic frm the Bmgar Appliance t reach the apprpriate ServiceNw instance TCP 443 traffic frm the apprpriate ServiceNw instance t reach the Bmgar Appliance Optinally, ServiceNw MID Servers can be used fr this integratin. Fr mre infrmatin n MID Servers, see wiki.servicenw.cm/index.php?title=mid_server_cnfiguratin Additinal Integratin Requirements Nte: The enterprise versin f Bmgar's ServiceNw integratin has sme additinal features which require that certain ServiceNw functins be peratinal in rder t wrk crrectly. If these functins are nt set up r actively used, the integratin can still be installed and the basic features will wrk, but the enterprise features will nt be usable until the necessary ServiceNw functinality is implemented. This can be dne after the initial installatin f the integratin update set(s), and the additinal features shuld immediately be usable, assuming the apprpriate setup steps were taken during the integratin setup as described in this guide. A wrking ServiceNw cnfiguratin management database (CMDB) One r mre ServiceNw Cnfiguratin Items n which Bmgar Jump Client services can be r have been installed A wrking ServiceNw Emplyee Self Service (ESS) applicatin and prtal The CMDB is used t launch Bmgar sessins based n the hstname f the machine added t the Cnfiguratin Item field f an incident. If the CMDB is nt ppulated with any available hsts, Bmgar Jump cannt be used t remtely access them thrugh ServiceNw's interface. These hsts can be added after the initial setup withut making any changes t the integratin. Bmgar's supprted perating systems include all f the majr mdern versins f Micrsft, Apple, and Linux. One r mre cmputers running ne f these perating systems must be ppulated in ServiceNw's CMDB in rder fr Bmgar's Jump features t wrk thrugh ServiceNw. As mentined abve, this can be dne after initial installatin f the integratin. ServiceNw's ESS prtal is leveraged by the integratin t allw ServiceNw users f the prtal t request remte supprt frm lgged-in Bmgar representatives. This is nt always desired, s sme administratrs prefer nt t use the ESS prtal. This is CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

6 perfectly acceptable fr the purpses f installatin, and the ESS prtal can be deplyed after the integratin setup t enable the assciated Bmgar features. Firewall Test It is imprtant t test all requirements f the integratin prir t beginning setup. Mst f these can be tested by the Bmgar and ServiceNw administratrs within their respective systems, but t test the netwrk firewall, the Bmgar admin shuld take the fllwing steps t cnfirm that the necessary rules are in place. 1. Lg int a machine either external t the Bmgar Appliance's netwrk r in the same VPN as the ServiceNw instance, depending n hw ServiceNw is cnnecting t the appliance's netwrk. 2. Lg int the Bmgar Appliance's /appliance interface. 3. Brwse t Supprt > Utilities :: TCP Cnnectin Test. 4. Enter the hstname f the ServiceNw instance, enter the prt number f 443, and click Test. The result shuld be a Cnnected status message. Nte: D nt enter the prtcl f the ServiceNw instance (e.g., Instead, use the fully qualified dmain name nly (e.g., servicenw.example.cm). In mst envirnments, the Bmgar Appliance resides in a DMZ netwrk and has a public DNS address which ServiceNw cntacts ver the public internet. In sme envirnments, Bmgar is nt publicly accessible. In these cases, yu shuld cntact ServiceNw abut implementing a VPN cnnectin t yur internal netwrk fr ServiceNw. Please see wiki.servicenw.cm/index.php?title=setting_up_a_virtual_private_netwrk_between_ ServiceNw_and_a_Business_Netwrk. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

7 Cnfigure Bmgar fr the ServiceNw Integratin All f the steps in this sectin take place in the Bmgar /lgin administrative interface. Access yur Bmgar interface by ging t the hstname f yur Bmgar Appliance fllwed by /lgin (e.g., Verify That the API Is Enabled The Bmgar Integratin requires the Bmgar XML API t be enabled. This feature is used frm within the integrating sftware t cmmunicate with the Bmgar APIs. G t /lgin > Management > API Cnfiguratin and verify that Enable XML API is checked. Create a ServiceNw API Accunt The ServiceNw API accunt is used frm within ServiceNw t make Bmgar Cmmand API calls t Bmgar. Bmgar 16.2 and later 1. G t /lgin > Management > API Cnfiguratin. 2. Click Create New API Accunt and name it ServiceNw r smething similar. 3. Set Cmmand API t Full Access. 4. Under Reprting API, check all ptins. 5. The OAuth Client ID and OAuth Client Secret are used during the OAuth cnfiguratin step in ServiceNw. Make nte f these and stre them in a secure lcatin. 6. Click Save Changes. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

8 Bmgar 16.1 and earlier 1. G t /lgin > Users & Security > Users. 2. Click Create New User and name it ServiceNw r smething similar. 3. Leave Must Reset Passwrd at Next Lgin unchecked. 4. Set Passwrd Expires On t Never Expires. 5. Set Supprt Sessin Reprting Permissins t Allwed t View Reprts and View All Sessins. 6. Check Allwed t View Supprt Sessin Recrdings. 7. Check Allwed t Use Reprting API and Allwed t Use Cmmand API. 8. Enable Allwed t prvide remte supprt. 9. Scrll t the bttm and save the accunt. Add Outbund Events Outbund events are used t ntify ServiceNw that a Bmgar Sessin has finished and is ready t be imprted int ServiceNw. 1. G t /lgin > Management > Outbund Events. 2. Click Add New HTTP Recipient and name it ServiceNw Integratin r smething similar, depending n yur ServiceNw instance. 1. Enter the URL: Fr Glbal: where supprt.example.cm is the ServiceNw instance name. Fr Scped: bmgr_supprt_ent_bmgar_pst.d where supprt.example.cm is the ServiceNw instance name. 2. Scrll t Events t Send and check the fllwing events: Supprt Sessin End Custmer Exit Survey is Cmpleted Representative Survey is Cmpleted 3. Scrll t the bttm and click Add Recipient. 4. Nw, the list f utbund events shuld cntain the event just added. The Status clumn displays a value f OK if cmmunicatin is wrking. If cmmunicatin is nt wrking, the Status clumn displays an errr which yu can use t repair cmmunicatin. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

9 Set Up the Custm Link Bmgar custm links can be cnfigured t allw representatives t quickly access the ServiceNw Incident that is assciated with the sessin. Bmgar 15.1 and later 1. Brwse t Rep Cnsle > Custm Links. 2. Under Rep Cnsle :: Custm Links, click Create New Custm Link. 3. Enter a name fr the link, and then set the URL t id=%session.custom.external_key% where supprt.example.cm is the ServiceNw instance name. If needed, yu can use any f the available macrs t custmize the link accrding t yur specificatins. 4. Click Add Custm Link t save the new link. Bmgar 15.0 and earlier 1. Brwse t Cnfiguratin > Optins > Representative Cnsle :: Custm Link. 2. Set the URL t where supprt.example.cm is the ServiceNw instance name. 3. Click Save. Create Custm Fields Bmgar custm fields are used t map ServiceNw Tasks (incidents, change requests, prblem recrds, and service catalg requests), Call Recrds, and Cnfiguratin Items t Bmgar sessins. 1. Brwse t Management > API Cnfiguratin. 2. Under API :: Custm Fields, click Create New Field. 3. Enter the fllwing values: Display Name: ServiceNw Task ID Cde Name: snw_task_id Shw in Rep Cnsle: checked 4. Click Add Custm Field t save the new field. 5. Repeat these steps fr the fllwing custm field values: Display Name: ServiceNw Cnfiguratin Item ID Cde Name: snw_cmdb_ci_id Shw in Rep Cnsle: checked 6. And again fr the fllwing custm field values: Display Name: ServiceNw Call ID Cde Name: snw_call_id Shw in Rep Cnsle: checked CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

10 Cnfigure ServiceNw fr Integratin with Bmgar Unless therwise nted, all f the steps in this sectin take place in the ServiceNw interface. The develpment and/r test instances f ServiceNw shuld be used initially s that the integratin can be thrughly tested befre installatin in the prductin instance. Install Bmgar Integratin Custmers have tw ptins fr installing the Bmgar ServiceNw Integratin. The first ptin invlves imprting the Bmgar ServiceNw Integratin Update Set. The secnd ptin invlves requesting the Bmgar ServiceNw Integratin frm the ServiceNw Stre. Install via Update Set 1. Lg int ServiceNw with an administrative user accunt and brwse t System Update Sets > Retrieved Update Sets. 2. Click Imprt Update Set frm XML at the bttm f the page. In sme instances, it may be necessary t right-click the header clumn f the update sets table and select Imprt Update Set frm XML frm the resulting menu. 3. Click Brwse, lcate the update set XML file, and click Uplad. Bmgar Technical Supprt nrmally sends the necessary update set XML file via after the ServiceNw integratin has been purchased thrugh Bmgar's Sales team. If yu have nt yet received a cpy, please cntact Bmgar Technical Supprt. 4. Find the update set yu just imprted in the list f retrieved update sets and click it. The name shuld be similar t ne f the examples belw, and its Laded date shuld be the mst recent in the list. Fr Glbal: Bmgar RS Glbal Release Fr Scped: Bmgar Remte Supprt Full 5. Click Preview Update Set t check fr errrs. Lk thrugh each update set. 6. If the preview is satisfactry, return t the main page f the update set and click Cmmit Update Set. Install via App Stre Please see ServiceNw's FAQ regarding app installatin via the ServiceNw App Stre. ServiceNw Stre: stre.servicenw.cm ServiceNw Stre FAQ: stre.servicenw.cm/appstreattachments.d?dc_type=stre_faq&inline=true CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

11 Create Lcal Update Set Lcal update sets are used in ServiceNw t capture cnfiguratin changes. They can be used t quickly transfer these cnfiguratin changes t ther envirnments. 1. Brwse t System Update Sets > Lcal Update Sets, and click the New buttn abve the list f update sets t create a new lcal update set. 2. In the Name field, enter Bmgar - ServiceNw Integratin Cnfiguratin (r an equivalent). 3. Click Submit and Make Current. This update set will capture any changes yu make during the cnfiguratin prcess. Just make sure that the Bmgar - ServiceNw Integratin Cnfiguratin update set is selected in ServiceNw's update set drpdwn fr the fllwing steps. 4. Fr Scped, make sure the Applicatin is set t Bmgar Remte Supprt Enterprise Integratin. If it is nt, use the settings cg in the upper right f the screen t switch t the afrementined scpe. 5. After cnfiguratin is cmplete and tested, the lcal update set can be imprted r prmted t new instances f ServiceNw (e.g., the prductin instance) t quickly replicate the integratin. This must be dne after transferring the Bmgar - ServiceNw retrieved update set. See "Transfer the Bmgar-ServiceNw Integratin Update Sets" n page 22 fr details. Update Bmgar Sessin Event Types Event Types are used t cntrl which Bmgar events are prcessed with a Bmgar Sessin imprt. This step updates the database with all the available event types. 1. Navigate t the Update Event Types page. Fr Scped: Brwse t Bmgar Remte Supprt > Update Event Types. Fr Glbal: Brwse t Integratin - Bmgar > Administratin > Update Event Types. 2. This lads all the available Bmgar Sessin Event Types int the database, s that unwanted events can be filtered ut in a subsequent step when setting up yur appliance(s). CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

12 Set Up Bmgar Appliance Bmgar Appliances are set up in ServiceNw t cnnect ServiceNw with a Bmgar Appliance. 1. Navigate t the Appliance page. Fr Scped: Brwse t Bmgar Remte Supprt > Appliances. Fr Glbal: Brwse t Integratin - Bmgar > Administratin > Bmgar Appliance. 2. Click New t add a new Bmgar Appliance and enter the fllwing values: a. Name - must be Default. b. Hstname - hstname f the Bmgar Appliance. c. OAuth Client ID - the OAuth client ID that is used t authenticate t the Bmgar Appliance. This is btained in a previus step, "Create a ServiceNw API Accunt" n page 7. d. OAuth Client Secret - the OAuth client secret that is used t authenticate t the Bmgar Appliance. This is btained in a previus step, "Create a ServiceNw API Accunt" n page 7. e. Integratin Enabled - turns the integratin n and ff. f. Imprt External Sessins - if checked, sessin reprts fr sessins that are started external t ServiceNw are imprted int ServiceNw. g. Outbund Event Tken - the tken that is used as an added security measure t cnfirm utbund events are cming frm the appliance that is sending the same tken. If left blank, this utbund event tken prcess is ignred. If a value is prvided, hwever, the same value must be sent frm all utbund events cming frm Bmgar as a parameter named utbund_event_tken. h. Accepted IP Addresses - a cmma-separated list f IP addresses frm which this integratin accepts utbund events. i. Aut Assciate With User (fr Scped) - if checked, when the sessin reprt is imprted, the integratin attempts t assciate a ServiceNw User with the sessin. The lkup is based n the sessin's primary representative username. j. Filter System Chat Messages (fr Glbal) - if checked, chat messages by the system are nt imprted with the rest f the chat messages. k. Use Rep Cnsle fr Sessin Keys - if checked, sessin keys are prvided by the Bmgar representative cnsle; therwise, sessin keys are prvided within ServiceNw. l. Create Stub Incidents (fr Glbal) - if checked, stub incidents are created fr Bmgar sessins that are nt related t a ServiceNw task. m. Wrk Nte Lgging i. Lg Sessin Ntes - if checked, sessin ntes are lgged t the task's wrk ntes field. ii. iii. iv. Lg Sessin End - if checked, a sessin end ntice is lgged t the task's wrk ntes field. Lg Generate Sessin Key - if checked, a wrk nte is lgged each time a technician generates a sessin key. Lg Custmer Initiated Sessins - if checked, a wrk nte is lgged each time a user starts a sessin with a technician frm the emplyee self-service mdule. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

13 n. Emplyee Self Service i. Issues (fr Scped) - a list f issues, each f which must match a Bmgar issue by Cde Name, that are presented t custmers in the emplyee self-service mdule. Nte: In a subsequent step, yu have the ptin t lad these frm the Bmgar Appliance with the click f a buttn. ii. iii. iv.. Miscellaneus Self Service Enabled - if checked, a Get Supprt Nw buttn is displayed n the Incident frm that custmers in the emplyee see in the self-service mdule. Sessin Start Type - determines hw t start a Bmgar sessin, either by click-t-chat r a full sessin, fr custmers requesting supprt in the emplyee self-service mdule. Sessin Start Methd (fr Glbal) - determines whether t start the sessin by Representative r by Issue. i. Events t Imprt - a list f Bmgar sessin events t prcess when imprting a Bmgar sessin. Nte: Yu will nt be able t cnfigure this setting until after the appliance has been saved. ii. Detailed Sessin Key (fr Glbal) - if checked, sessin key invitatins sent by cntain a detailed "mail_bdy"; therwise, the invitatin simply cntains a URL, "key_url". Cnfigure Events t Imprt Event Types are used t cntrl which Bmgar events are prcessed with a Bmgar sessin imprt. This step defines which events are prcessed fr each Bmgar sessin imprt. 1. Navigate t the Appliance page. a. Fr Scped: Brwse t Bmgar Remte Supprt > Appliances. b. Fr Glbal: Brwse t Integratin - Bmgar > Administratin > Bmgar Appliance. 2. Click the name f yur appliance. 3. Click the Miscellaneus tab 4. Click the Edit Events t Imprt buttn (the lck icn). 5. Click the Add/Remve multiple buttn (the grup f peple icn) lcated n the right side f the field. 6. Select the events yu want frm the Cllectin field n the left and use the arrws t mve the events t the List field n the right. Nte: Yu can use CTRL+A t select all events. 7. Click the Save buttn when yu are finished. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

14 Cnfigure Self-Service Issues (Fr Scped) Issues are used t allw custmers t select what type f issue they are having when requesting a sessin with a Bmgar representative. These issues are mapped t Bmgar issues (set up in /lgin) and can be used t rute Bmgar sessins. 1. Brwse t Bmgar Remte Supprt > Appliances. 2. Click the name f yur appliance 3. Click Lad Issues in the Appliance title bar t aut-lad the issues yu want frm the Bmgar Appliance. Yu will be alerted with a summary f hw many issues were added and/r updated. 4. Optinally, yu can manually add Issues t the list by clicking the Emplyee Self Service tab, then duble-clicking Insert a new rw at the bttm f the list. Duble click each clumn t set the value. Changes are immediately saved when yu hit Enter r click ut f the field. Cnfigure Self-Service Bmgar Mdule (Fr Glbal) The Bmgar supprt prtal can be embedded within ServiceNw. 1. Brwse t System Definitin > Mdules. 2. Search by Title fr Bmgar. 3. Click the result where the Title is Bmgar and the Applicatin Menu is Self-Service. 4. Click the Link Type tab. 5. The Link Type shuld be URL (frm Arguments). 6. In the Arguments field, enter the URL f yur Bmgar Appliance's public prtal (e.g., 7. Click the Update buttn t save yur changes. Cnfigure Jurnal Entry Table (Fr Scped) The Jurnal Entry table (sys_jurnal_field), which is used t lg chat dialgue and sessin ntes, must be set t allw ther scpes t insert recrds. 1. Brwse t System Definitin > Tables. 2. Search by Label fr Jurnal Entry. 3. Click n the link titled Jurnal Entry. 4. If yu are prmpted t edit the recrd in Glbal scpe, d s. 5. Click the Applicatin Access tab. 6. Ensure that the Accessible Frm field is set t All applicatin scpes. 7. Ensure that Can Create is checked. 8. Click the Update buttn. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

15 Cnfigure Bmgar Sessin Related Lists Related lists are used t prvide a list f Bmgar Sessins that are assciated with a Task (incident, prblem recrd, change request, r service catalg request), Call Recrd, r Cnfiguratin Item. Task Cnfiguratin 1. Brwse t Incident. 2. Click Open t see a list f pen incidents. 3. Select an incident by clicking the Incident Number. 4. Right-click the Incident title bar and select Cnfigure > Related Lists. 5. Ensure that Supprt Sessin > Task (fr Scped) r Bmgar Sessin > Incident (fr Glbal) has been mved t the Selected clumn. 6. Click the Save buttn. 7. The Bmgar Sessins list shuld appear twards the bttm the incident frm nce these steps are cmplete. CMDB Cnfiguratin 1. Brwse t Cnfiguratin > Servers. 2. Click All t see a list f servers. 3. Select a server by clicking the Name f a server. 4. Right-click the Incident title bar and select Cnfigure > Related Lists. 5. Ensure that Supprt Sessin > Cnfiguratin Item (fr Scped) r Bmgar Sessin > Cnfiguratin Item (fr Glbal) has been mved t the Selected clumn. 6. Click the Save buttn. 7. The Bmgar Sessins list shuld appear twards the bttm the cnfiguratin item frm nce these steps are cmplete. Call Cnfiguratin Nte: Call recrds are enabled as a plugin. Nt all custmers will have the plugin enabled. 1. Brwse t Service Desk. 2. Click My Open Calls t see a list f calls. 3. Select a call by clicking the Number f a call. 4. Right-click the Incident title bar and select Cnfigure > Related Lists. 5. Ensure that Supprt Sessin > Call (fr Scped) r Bmgar Sessin > Call (fr Glbal) has been mved t the Selected clumn. 6. Click the Save buttn. 7. The Bmgar Sessins list shuld appear twards the bttm the call frm nce these steps are cmplete. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

16 Cnfigure Incident CMDB Jump Macrs Bmgar Jump technlgy can be used fr unattended access t devices thrugh the Bmgar Appliance. 1. Brwse t Incident. 2. Click Open t see a list f pen incidents. 3. Select an incident by clicking the Incident Number. 4. Ppulate the Cnfiguratin Item field by clicking the magnifying glass icn, then selecting an item in the list. 5. Once the Cnfiguratin Item is ppulated, click the Update buttn n the Incident title bar. This takes yu back t the Incident list. 6. Click the name f the incident yu just updated. 7. Right click the Cnfiguratin Item Label and click Cnfigure Dictinary. 8. Lcate the Attributes field and take nte f the part f the value that reads ref_cntributins=task_shw_ci_map;shw_ related_recrds. 9. Add any f the values listed belw as a semicln-separated item in ref_cntributins (e.g., ref_cntributins=bmgar_ jump;task_shw_ci;shw_related_recrds). Jump T Fr Scped: x_bmgr_supprt_ent_bmgar_jump_t Fr Glbal: bmgar_jump Push Start Lcal Fr Scped: x_bmgr_supprt_ent_bmgar_push_start_lcal Fr Glbal: push_start_lcal Push Start Remte RDP Jump Shell Jump vpr Jump Fr Scped: x_bmgr_supprt_ent_bmgar_push_start_remte Fr Glbal: push_start_remte Fr Scped: x_bmgr_supprt_ent_bmgar_rdp_sessin Fr Glbal: rdp_sessin Fr Scped: x_bmgr_supprt_ent_bmgar_shell_jump Fr Glbal: shell_jump Fr Scped: x_bmgr_supprt_ent_bmgar_vpr_sessin Fr Glbal: bmgar_vpr 10. Click the Update buttn t save yur changes. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

17 Cnfigure Incident States Incident states are used in the Bmgar Integratin, specifically UI Actins (like Generate Sessin Key) t cntrl when the buttn shws up n incident frms. 1. Brwse t Incident. 2. Click Open t see a list f pen incidents. 3. Select an incident by clicking the Incident Number. 4. Right-click n the Label State, and click Shw Chice List. 5. Filter the list by Table=incident. Take nte f the different incident chices, specifically the value f incidents with a label f Reslved r Clsed and any custm incident states fr which Bmgar Sessin Key shuld nt appear. 6. G back t the incident and right-click n the Bmgar Sessin Key (fr Glbal) r the Sessin Key (fr Scped) buttn lcated in the Incident title bar. 7. Select Cnfigure > UI Actins. 8. In the UI Actins list, click Bmgar Sessin Key. 9. Fcus the Cnditin field and ensure current.incident_state is cnfigured t include the IDs f the incident states fr which the sessin key buttn shuld nt appear. 10. If the Reslved and Clsed fields yu tk nte f earlier have values f 6 and 7, then the Cnditin field mentined abve shuld include the cde current.incident_state < 6 s as nt t shw a Bmgar Sessin Key buttn n reslved r pen incidents. If there are custm incidents (e.g., Cmplete), then the cnditin field may require lgic such as && current.incident_state!= 8. Fr example, if the buttn shuld nt appear fr incident states 6, 7, and 10, while it shuld appear fr states 1-5, 8, and 9, then the fllwing culd be used: gs.hasrle('itil') && current.incident_state!= 6 && current.incident_state!= 7 && current.incident_state!= 10. Cnfigure Bmgar Username and Authenticatin 1. Lg int yur Bmgar /lgin interface with the same credentials as a ServiceNw user wh is expected t be using Bmgar. 2. Dwnlad and install a Bmgar representative cnsle frm the /lgin > My Accunt tab. If lgin fails: Make sure that Bmgar and ServiceNw are checking credentials against the same LDAP server(s), if apprpriate. Check the LDAP server in the Bmgar interface under /lgin > Users & Security > Security Prviders. T check the LDAP server fr ServiceNw, see the LDAP Integratin Setup article at wiki.servicenw.cm/index.php?title=ldap_integratin_ Setup. If LDAP authenticatin is nt being used, lg int ServiceNw, brwse t User Administratin > Users, select the user t be used fr testing, and fcus the Bmgar Username field. If this field des nt exist while viewing a user, hver ver the icn next t User n the title bar, select Cnfigure > Frm Layut, and mve the Bmgar Username field frm the Available list t the Selected list. Once dne, enter the name f a knwn-wrking Bmgar user accunt in this field and save. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

18 Cnfigure Ntificatins 1. Brwse t System Ntificatin > > Ntificatin. 2. Filter by Name=Bmgar, and then click n Bmgar Ntificatin. 3. Verify that: a. When t send > Send When equals Event is fired. b. When t send > Event Name equals bmgar.link.ntificatin (fr Glbal) r x_bmgr_ supprt_ent.link.ntificatin (fr Scped). c. Wh will receive > Users/grups in fields equals Caller. d. Table equals Incident [incident]. 4. Custmize the Message text under the sectin What it will cntain. This defaults t the event.parm2 variable. By default, event.parm2 cntains nly the Bmgar sessin key URL, thugh this can be changed in the Bmgar Integratin's Appliance settings. 5. Brwse t System Prperties > Prperties. Verify that the settings are crrect fr yur netwrk. Assign Users Apprpriate Rles ITIL users wh prvide technical supprt using this integratin shuld be given the x_bmgr_supprt_ent.itil rle. Nte: Yu must elevate the admin's rle in rder t make the fllwing change. 1. Brwse t User Administratin > Users. 2. Select a user 3. Find the Rles tab and click the Edit buttn. 4. Add the x_bmgr_supprt_ent.itil rle frm the Cllectin list t the Rles list 5. Click Save. ServiceNw MID Server Optin It is pssible t avid direct cnnectin between ServiceNw and Bmgar by using an MID server fr internal Bmgar deplyments. Fr mre infrmatin n MID servers, see wiki.servicenw.cm/index.php?title=mid_server_cnfiguratin. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

19 Test the Setup f the Bmgar and ServiceNw Integratin Test Sessin Key Generatin 1. Lg int the Bmgar representative cnsle, and then lg int ServiceNw with the same accunt. If Bmgar and ServiceNw use different authenticatin systems, manually assign yur Bmgar user t yur ServiceNw user as described in "Cnfigure Bmgar Username and Authenticatin" n page Open a clsed incident in ServiceNw, pen a reslved incident, and make sure the Bmgar Sessin Key (fr Glbal) r Sessin Key (fr Scped) buttn des nt appear fr either f them. 3. Open a test incident in ServiceNw. Cnfirm the State field matches ne f the values fr which the Bmgar Sessin Key (fr Glbal) r Sessin Key (fr Scped) buttn shuld appear, and make sure the buttn appears as expected. Remember that the incident must be saved befre the buttn will appear. 4. G t Integratin - Bmgar > Administratin > Bmgar Appliance > Default (fr Glbal) r Bmgar Remte Supprt > Appliances > Default (fr Scped) and check if Use Rep Cnsle fr Sessin Keys field is checked. If Use Rep Cnsle fr Sessin Keys is checked, click the Bmgar Sessin Key (fr Glbal) r Sessin Key (fr Scped) buttn. This launches the Bmgar representative cnsle, subsequently pening the Sessin Key dialg bx. If Use Rep Cnsle fr Sessin Keys is nt checked, click the Bmgar Sessin Key (fr Glbal) r Sessin Key (fr Scped) buttn. It shuld return a windw with a seven-digit sessin key, alng with a sessin key URL and a buttn t the key. In case f failure, make sure the fllwing are true: The ServiceNw user accunt is mapped t a Bmgar user accunt as described in this guide. The ServiceNw API User Cnnectin test cmpletes successfully. The Bmgar Hstname and OAuth Client fields are set crrectly in ServiceNw under Integratin - Bmgar > Administratin > Bmgar Appliance > Default (fr Glbal) r Bmgar Remte Supprt > Appliances > Default (fr Scped). Test Bmgar Sessin Imprt 1. Lg int ServiceNw as an ITIL user r an admin. 2. Use the Bmgar Sessin Key (fr Glbal) r Sessin Key (fr Scped) buttn as described abve t start a Bmgar sessin. 3. End the sessin frm the representative cnsle and clse any surveys and/r sessin end messages n the representative and/r custmer sides f the sessin. 4. Refresh the ServiceNw incident frm which the sessin key was generated, scrll t the bttm f the page, and check the Bmgar Sessins list. There shuld be an entry fr the recent sessin. If nt, make sure the fllwing are true: CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

20 a. The API User Cnnectin test wrks crrectly as described abve. b. There are n Bmgar errrs reprted fr yur ServiceNw instance in the Bmgar Outbund Events list. Yur Bmgar admin can check this in Bmgar frm the /lgin web interface under Management > Outbund Events. c. The IP address is set up crrectly, fllwing the steps belw: i. Lg int ServiceNw as an admin. ii. iii. Brwse t System Lgs > Transactins, remve all existing filters, and add a URL filter f /bmgar_ pst.d (fr Glbal) r /x_bmgr_supprt_ent_bmgar_pst.d (fr Scped). Click ne f the results and make sure the riginating IP address f the transactin is included in the Bmgar Appliance IP Address field f the integratin appliance settings under Integratin - Bmgar > Administratin > Bmgar Appliance > Default (fr Glbal) r Bmgar Remte Supprt > Appliances > Default (fr Scped). Test Bmgar Get Supprt Nw (ESS) - (Fr Glbal) 1. Lg int ServiceNw as a nn-admin (nn-itil) user, r use the key icn in the upper left f the screen t switch t such a user if an admin is already lgged in. 2. Lcate r create an incident which has an assigned nn-itil caller and an assigned ITIL technician. 3. Use the Impersnatin key icn in the upper left crner f the screen t impersnate the nn-itil user fr the abve incident. 4. Open the incident and click Get Supprt Nw. 5. If yu d nt see a Get Supprt Nw buttn, make sure that Self Service Enabled is checked under Integratin - Bmgar > Administratin > Bmgar Appliance > Default > Self Service. 6. Under Integratin - Bmgar > Administratin > Bmgar Appliance > Default > Self Service, if Sessin Start Methd is set t Representative, then the custmer shuld be presented with a list f Bmgar representatives with which t start a sessin. 7. If the sessin des nt start, make sure the selected representative is lgged in t the Bmgar representative cnsle. 8. If Sessin Start Methd is set t Issue, then the custmer shuld be immediately put int a sessin queue, awaiting respnse by a Bmgar representative. 9. If the sessin des nt start, then in the Bmgar interface, g t /lgin > Public Prtals > Public Sites, edit the public site fr the cnfigured Bmgar Appliance under Bmgar Remte Supprt > Appliances > Default, and make sure Use Issue Submissin Survey is enabled. Test Bmgar Get Supprt Nw (ESS) - (Fr Scped) 1. Lg int ServiceNw as a nn-admin (nn-itil) user, r use the key icn in the upper left f the screen t switch t such a user if an admin is already lgged in. 2. Lcate r create an incident which has an assigned nn-itil caller and an assigned ITIL technician. 3. Use the Impersnatin key icn in the upper left crner f the screen t impersnate the nn-itil user fr the abve incident. 4. Open the incident and click Get Supprt Nw. 5. If yu d nt see a Get Supprt Nw buttn, make sure that Self Service Enabled is checked under Bmgar Remte Supprt > Appliances > Default > Emplyee Self Service. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

21 6. The custmer shuld be presented with the list f the issues cnfigured as Active under Bmgar Remte Supprt > Appliances > Default > Emplyee Self Service. 7. If the sessin des nt start, then in the Bmgar interface, g t /lgin > Public Prtals > Public Sites and edit the public site fr the cnfigured Bmgar Appliance under Bmgar Remte Supprt > Appliances > Default, and make sure Use Issue Submissin Survey is enabled. Test Bmgar Jump Technlgy 1. Lg int the Bmgar representative cnsle and search fr a Jump Client which is currently running n a machine included in the ServiceNw CMDB. This ensures the Jump Client in questin can be accessed using the Cnfiguratin Item in ServiceNw incidents. 2. In ServiceNw, create r pen an incident, assign the abve hst as the Cnfiguratin Item (CI) f the incident, and click the range Jump t CI with Bmgar Remte Supprt buttn. 3. Run the resulting.brcs file and make sure the representative cnsle launches a sessin with the remte hst in questin. 4. If applicable, test the Jump t CI with vpr via Bmgar, Push and Start Lcal, Push and Start Remte, RDP Jump, and Shell Jump buttns fr the ServiceNw CI in the same way as abve. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

22 Transfer the Bmgar-ServiceNw Integratin Update Sets The steps belw are typically used after the integratin has been imprted and cnfigured in a test/develpment instance f ServiceNw and is being transferred t a prductin instance. Hwever, they are als applicable t transferring the integratin between any ServiceNw instances. Transfer Update Set 1. Fllw the steps in the ServiceNw dcumentatin t transfer the Bmgar - ServiceNw Integratin update set(s) int the destinatin instance f ServiceNw. Nte: This is typically dne by retrieving the update sets frm the destinatin instance r by exprting the update sets frm the riginal instance as XML files. Fr details, see wiki.servicenw.cm/index.php?title=transferring_update_sets. 2. Fllw the same steps t transfer the Bmgar - ServiceNw Integratin Cnfiguratin update set. Cnfigure Prductin Outbund Event 1. In the Bmgar interface, g t /lgin > Management > Outbund Events. 2. Cpy the URL f the event fr the riginal ServiceNw instance. 3. Click Add New HTTP Recipient. 4. In the URL field, paste and replace the name f the riginal ServiceNw instance with that f the new ne such that /bmgar_pst.d (fr Glbal) r /x_bmgr_supprt_ent_ bmgar_pst.d (fr Scped) is preserved at the end. The result shuld be similar t as ppsed t 5. Scrll t Events t Send and check the fllwing events: Supprt Sessin End Custmer Exit Survey is Cmpleted Representative Survey is Cmpleted 6. Scrll t the bttm and click Add Recipient. 7. Lcate the utbund event created during testing and click Edit. 8. Check the Disabled checkbx and save. Cnfigure Custm Link 1. Brwse t Rep Cnsle > Custm Links. 2. Under Rep Cnsle :: Custm Links, update the ServiceNw URL t direct t the destinatin instance f ServiceNw. Be careful t preserve /nav_t.d?uri=task.d?sys_ id=%external_key% at the end. 3. Click Save. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017

23 4. Test the integratin setup in its new lcatin fllwing the same steps used t test the riginal instance. See "Test the Setup f the Bmgar and ServiceNw Integratin" n page 19. CONTACT BOMGAR inf@bmgar.cm (US) +44 (0) (UK/EMEA) BOMGAR.COM Bmgar Crpratin. All rights reserved wrldwide. BOMGAR and the BOMGAR lg are trademarks f Bmgar Crpratin; ther trademarks shwn are the prperty f their respective wners. TC: 8/31/2017