This integration uses OAuth to authenticate calls from LogMeIn Rescue back into ServiceNow. In ServiceNow, you will be registering an OAuth application and then placing a request that will load the OAuth credentials.

1. As a user with a system admin role, change the Application scope to LogMeIn LogMeIn Rescue Integration.
   1. Click the gear icon in the top right corner of your screen.
   2. Select Developer. Then, in the Application select box, select LogMeIn Rescue Integration.
   3. Navigate in the left navigation menu to System OAuth > Application Registry.
   4. Create a new record.
   5. Select Create an OAuth API Endpoint for external clients.
   6. Fill in the following fields:
      • Name
      • Client Secret

        This can be either manually entered or automatically generated.

        Note: Ensure that the client secret field does not contain special characters such as ^&<>?.
      • Refresh Token Lifespan
        Note: The Refresh Token is defaulted to 8,640,000 seconds (100 hours). You can set it to a longer time frame, such as one year.
2. Click Submit.
3. Take note of the OAuth name as you will need it in the next steps.
4. Click Save.

From this article you can learn how configure ServiceNow Rescue settings.

1. Go to the Settings page under the LogMeIN LogMeIn Rescue application in the left navigator.
   
2. Make sure Yes is selected for Enable the LogMeIn LogMeIn Rescue Integration.
3. Enter the Company ID and SSO password obtained in section Define a Global Single Sign-On Password above.
   Important: Users of the integration can be assigned to the following roles:

   • x_lomei_logmein_re.admin - This role allows for running the LogMeIn Rescue integration and tweak its properties, UI pages, web services, etc. To assign this role, edit the member, and search for x_lomei as shown below.
     
   • x_lomei_logmein_re.user - This role grants access to the LogMeIn Rescue application functionality without granting access to the core setup tables.

   Important: import_admin and web_service_admin role were deprecated.
4. Enter the local ServiceNow service account username and password into theService Account for LogMeIn LogMeIn Rescue username and LogMeIn LogMeIn Rescue Service Account Password system properties.
5. Enter the company ID and SSO password obtained in the first step.
6. Enter the OAuth client name you saved from the OAuth registry in the OAuth Registry Application name.
7. Consider setting the following configuration options:

   Show "Generate LogMeIn Pin" button on the incident form

   Select Yes to always show the pin creation button in the Incident form Header.

   Show "Generate LogMeIn Pin" button on the interaction form

   Select Yes to always show the pin creation button in the Interaction form Header.

   Send pin code to chat if one is active

   Select Yes to always insert the generated pin code into the active chat when generating a pin code from the Interaction.

   Select which field in the incident record identifies the caller/requested for

   This setting allows users to map the field that stores the caller information (the person the incident is requested for). The default parameter is caller_id.

   Select which field in the case record identifies the contact

   This setting allows users to map the field that stores the contact information (the person the incident is requested for). The default parameter is contact.

   Select which field in the case record identifies the caller

   This setting allows users to map the field that stores the caller information (the person the incident is requested for). The default parameter is opened for.

   Send an email to the technician

   After a PIN is generated from the incident form, send an email with the PIN code to the technician.

   Send an email to the customer

   After a PIN is generated from the incident form, send an email with the session link to the technician.

   Europe Region

   Select Yes if your Rescue company was registered on logmeinrescue.eu. This will update all endpoints associated with the integration to the EU.

   Enterprise

   Select Yes if you are integrating ServiceNow with a Rescue Enterprise account.

   Turn on debug logging

   This setting enables additional logging for the integration. Do not enable this setting unless instructed to by a support representative.

   Turn on SOAP debug logging

   This setting enables additional logging for the integration. Do not enable this setting unless instructed to by a support representative.

   Create a record if session is triggered from Console

   A new record is created in ServiceNow if a session is triggered from the Technician Console vs from a record within ServiceNow.

   Select whether chat is to be posted to work notes, additional comments, both or none

   When a session is initiated from the Technician Console, select which field the chat log data should be posted to in ServiceNow.

   Select session details that will be added to work notes

   Post All

   All session data fields are posted to ServiceNow.

   Post Selected

   The selected fields are posted to ServiceNow.

   To select which fields are posted, enter the name of the session data variables separated by comma as shown in the Session Data column under section Post-to-URL Variables in the LogMeIn Rescue API Guide.

   Tip: Expand the Post-to-URL Variables section heading to view the complete list.

   Post None

   No Rescue data is posted to ServiceNow.

   Note: Modified the transform scripts that post data back to the ServiceNow instance from the chat interactions so that the Chat Log is no longer posted by default. If a user decides to post selective information, they will need to include Chat Log as one of the options of data to post.

   Select which record to create when session is started from Technician Console

   Note: Applicable only if Create Incident if session is triggered from Console is enabled.

   This setting allows you to define if an Incident/Case should be created upon session data being posted when a PIN code has been created directly from the Rescue Technician Console.

   Note:

   • LogMeIn Rescue Integration must be installed to select Incident
   • Customer Service must be installed to select Case
   • Agent Workspace must be installed to select Interaction

8. Click Save.

This task must be completed every time the OAuth refresh token expires.

1. In ServiceNow, navigate to LogMeIn LogMeIn Rescue > Token Setup.
2. Select the OAuth application registry created in sub-section Initiate OAuth Security above.
3. Click Submit.
   Note:

   Result: This action will automatically send the Refresh Token to the LogMeIn Rescue servers, and point Rescue back to your instance with all necessary security in place. Ensure that the generated ServiceNow request has been completed successfully by reviewing the worknotes in the resulting request item.

4. If the Request has not completed, contact your ServiceNow System Administrator.

1. Ensure the entry created above is in the scope of LogMein Rescue Integration.
2. Configure the Application Registries table. In the Application Access tab, ensure the Accessible form field is set to All application scopes and Can read is checked.

If you are upgrading this application from a previous version and you do not have Customer Service installed, do the following:

1. As a user with the LogMeIn admin role, navigate to Integration - Logmein Rescue > Source Code and Scripts > Fix Scripts.
2. Open Check for CSM FixScript.
3. Click Run Fix Script.