HELP FILE
Installing Certified Integration of ServiceNow and LogMeIn Rescue
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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.
- Download the LogMeIn Rescue Integration application.
- In the ServiceNow Store, navigate to the ServiceNow listing for LogMeIn Rescue.
- Click Get.
Result: You are prompted to enter your HI credentials.
- Install the LogMeIn Rescue Integration application.
- Log in to the ServiceNow instance on which you want to install the application.
- Navigate to .
- Click the Not Installed tab.
- Locate the app, and click Install.
Result: 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.
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.
Link LogMeIn Rescue Back to ServiceNow
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
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.
- As a user with a system admin role, change the Application scope to LogMeIn Rescue Integration.
- Click the gear icon in the top right corner of your screen.
- Select Developer. Then, in the Application select box, select LogMeIn Rescue Integration.
- In the left navigation menu, navigate to .
- Create a new record.
- Select Create an OAuth API Endpoint for external clients.
- 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.
- Click Submit.
- Take note of the oAuth name as you will need it in the next steps.
- Click Save.
Configure the ServiceNow Settings Page
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.