HELP FILE

Installing Certified Integration of ServiceNow and Rescue

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

    Install the Integration Application

    Note: The Rome release integrated the cases application and the incident application into one app.
    This section provides instructions for installing the main integration.
    1. Download the Rescue Integration application.
      1. In the ServiceNow Store, navigate to the ServiceNow listing for LogMeIn Rescue.
      2. Click Get.

        Result: You are prompted to enter your HI credentials.

    2. Install the 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. Click the Not Installed tab.
      4. Locate the app, and click Install.

        Result: Your app is automatically installed onto your instance.

    Configure Rescue

    Define a Global Single Sign-On Password

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

    1. Log in to your 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 Rescue technician who is a ServiceNow agent using the integration.

    1. Log in to your 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 Rescue Back to ServiceNow

    1. Log in to your 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 URL applicable to your Rescue account type 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:

      • For global accounts: https://secure.logmeinrescue.com/integration/api/servicenow/sessiondetails?instance=ven01026
      • For EU accounts: https://secure.logmeinrescue.eu/integration/api/servicenow/sessiondetails?instance=ven01026
      • For Enterprise accounts: https://secure.logmeinrescue-enterprise.com/integration/api/servicenow/sessiondetails?instance=ven01026
      Note: ?instance=ven01026 identifies the instance query. In this example ven01026 denotes the instance in the https://ven0126.service-now.com address. As of March 2021 the instance query is mandatory when the OAuth token expires and a refresh request is sent to the Rescue Server.

      Result: For Post session details, select as JSON.

      Important: HTML Form parameters and XML data are not supported.

    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

    You must log in to ServiceNow to perform the steps described in the below sub-sections.

    Configure a local Service-Now Service Account

    1. As a user with a system admin, or user admin role, navigate to User Administration > Users.
    2. Create a new user named similar to LogMeIn Rescue Service Account.

      Note: This service account will be shown as having performed updates to incidents/cases when the integration runs for each session, and session data is appended to the case/incident.

    3. Select both the Internal integrations user and Web service access only checkboxes.

      Note: If these fields have been removed from your user form, you can return to the user list, personalize the columns in the list to include those fields, then list edit their values.

    4. Take note of the username and password as you will need them in the next step.

    Initiate OAuth Security

    This integration uses OAuth to authenticate calls from 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 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 Rescue Integration.
      3. In the left navigation menu, navigate 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 entered manually 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 a year.

    2. Click Submit.
    3. Take note of the OAuth name as you will need it in the next steps.
    4. Click Save.

    Configure the ServiceNow Settings Page

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

    2. Make sure Yes is selected for Enable the GoTo 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_GoTo_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_GoTo_re.user - This role grants access to the GoTo 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 GoTo Rescue username and GoTo Rescue Service Account Password system properties.
    5. Enter the OAuth client name you saved from the OAuth registry in the OAuth Registry Application name.
    6. 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.
      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).
      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).
      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.
      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.
      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.
      Turn on debug logging
      This setting enables additional logging for the integration. Please 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. Please 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.
      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.

      Note: Modified the transform scripts that post data back to the Service Now 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.

    7. Click Save.

    Send Refresh OAuth Token to the Rescue Server

    This task must be completed every time the OAuth refresh token expires.
    Important: This task must be repeated for every ServiceNow instance to post data to multiple ServiceNow instances from the same Rescue company account.
    1. In ServiceNow, navigate to GoTo Rescue > Token Setup.
    2. Select the OAuth application registry created in sub-section Initiate OAuth Security above.
    3. Click Submit or order now.

      Note: The appearance of the Submit button depends on your ServiceNow configuration. Some users may see an order now button instead.

      Result: This action will automatically send the Refresh Token to the Rescue servers, and point Rescue back to your instance with all necessary security in place.

    4. Ensure that the generated ServiceNow Request has been completed successfully by reviewing the worknotes in the resulting request item.

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