HELP FILE

Installing Certified Integration of ServiceNow and LogMeIn Rescue

This section provides detailed steps for configuring ServiceNow in order to invoke Connector service. Connector service can generate LogMeIn Rescue PIN and store Rescue data to ServiceNow.

Install the Integration Application

This section provides instructions for installing the main integration. However, if you want to use the integration from the Cases record type, you will also need to install the cases add-on from the ServiceNow store. This add-on requires that the main integration (discussed below) is installed first in your ServiceNow instance.
  1. Download the LogMeIn Rescue Integration application.
    1. In the ServiceNow Store, navigate to the ServiceNow listing for LogMeIn Rescue.
    2. Click Get.
      You are prompted to enter your HI credentials.
  2. Install the LogMeIn Rescue Integration application.
    1. Log in to the ServiceNow instance on which you want to install the application.
    2. Navigate to System Application > Applications.
    3. Depending on your ServiceNow version, do the following:

      Kingston release and before
      Click the Downloads tab.
      London release and above
      Click the Not Installed tab.

    4. Locate the app, and click Install.
      Your app is automatically installed onto your instance.

Configure LogMeIn Rescue

Define a Global Single Sign-On Password

Define a global single sign-on (SSO) password and obtain your unique company ID from LogMeIn Rescue.

  1. Log in to your LogMein Rescue account and open the Administration Center.
  2. Under Global Settings > Single Sign-On, define a global SSO password, and obtain your unique company ID.

  3. Save the SSO password and the company ID for later use.
  4. Click Save changes.

Define a Single Sign-On ID for each technician

Repeat the following steps for each LogMeIn Rescue technician who is a ServiceNow agent using the integration.

  1. Log in to your LogMein Rescue account and open the Administration Center.
  2. On the Organization Tree, select the technician you want to work with.
  3. On the Technician Configuration screen, for Single Sign-On ID, enter the technician's email address.

    Note: The technician's email and SSO ID need to match the email address field in their ServiceNow user record.

  4. Click Save changes.

Link LogMeIn Rescue Back to ServiceNow

  1. Log in to your LogMein Rescue account and open the Administration Center.
  2. On the Organization Tree, select the Technician Group you want to work with.
  3. Select the Settings tab.
  4. Set Exporting session data as follows:

    Under Exporting session data type the following URL for your ServiceNow edition in both the Post session details to URL when session is started by technician and the Post session details to URL when session is ended by technician fields:

    https://[your-instance].service-now.com/x_lomei_logmein_re_logmein_inbound_session.do


    For Post session details, select as HTML Form parameters.
  5. Save your changes.
    • Click Save changes to apply settings to the current Technician Group
    • Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups
    • Click Save settings to all groups to apply the same settings to all Technician Groups in your organization

Configure ServiceNow

  1. Log in to ServiceNow.
  2. Go to the Settings page under the LogMeIn Rescue application in the left navigator.


    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.
    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 a session link to the customer
    Note: The email is sent to the email address of the Caller associated with the ServiceNow Incident.
    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.
    Create Incident if session is triggered from Console
    A new incident is created in ServiceNow if a session is triggered from the Technician Console.
    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.
    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.

  3. Make sure Yes is selected for Enable the LogMeIn Rescue Integration.
  4. Enter the Company ID and SSO password obtained in section Define a Global Single Sign-On Password above.

    Important: Users of the integration must be assigned to the x_lomei_logmein_re.logmein_rescue_admin role. To assign this role, edit the member, and search for x_lomei as shown below.

  5. Click Save.