HELP FILE

Configure ServiceNow Rescue Settings

    1. Go to the Settings page under the LogMeIN Rescue application in the left navigator.

    2. Make sure Yes is selected for Enable the 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 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 Rescue username and 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.