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Ben B  
#1 Posted : Tuesday, June 14, 2016 4:14:30 PM(UTC)
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ServiceNow Integration

I’m happy to announce that the ServiceNow Integration extension is now available in the ScreenConnect Extension Browser. The corresponding ScreenConnect Integration scoped application is available in the ServiceNow App Store.

The integration enables ServiceNow technicians to create and join ScreenConnect remote support sessions directly from ServiceNow incidents. After a technician ends a ServiceNow-integrated support session, ScreenConnect automatically sends session summary information back to ServiceNow, which is subsequently integrated with the corresponding ServiceNow incident. This makes it very easy to review and audit ScreenConnect session information without leaving a ServiceNow incident.






The following information is sent back to ServiceNow each time a technician ends a session:

  • Guest and host connection durations
  • Chat history
  • Session event history
  • Session connection event history
  • Note history
  • Session capture download links (available when extended auditing is enabled on the ScreenConnect server)

Please download the attached document for comprehensive integration guidance.

Integration Configuration

ServiceNow Integration Extension Settings

  • ScreenConnectServerBaseUrl: Base ScreenConnect URL used to generate responses to incoming API calls from ServiceNow
  • ServiceNowServerBaseUrl: Base ServiceNow URL used to generate outbound POST requests containing session details after a Host ends a ServiceNow-integrated ScreenConnect support session
  • ServiceNowServerUsername: ServiceNow user name used to authenticate outbound requests from ScreenConnect to ServiceNow
  • ServiceNowServerPassword: ServiceNow password used to authenticate outbound requests from ScreenConnect to ServiceNow
  • ServiceNowRESTBasicAuthUsername: User name specified in ServiceNow outbound REST basic authentication settings
  • ServiceNowRESTBasicAuthPassword: Password specified in ServiceNow outbound REST basic authentication settings
  • ServiceNowIntegratedSupportSessionNamePrefix: Session name prefix used to identify a ScreenConnect support session as ServiceNow-integrated

ServiceNow Settings

  • ScreenConnect Base URL
  • Outbound REST message basic authentication username
  • Outbound REST message basic authentication password


ServiceNow Integration Showcase

UserPostedImage
Figure 1: Default view of the ScreenConnect incident form section on ServiceNow incident with no prior ScreenConnect support session data.

UserPostedImage
Figure 2: Technician clicks Create Support Session button; the incident will automatically update to show a Technician join button, a guest invitation URL, and a new status message.

UserPostedImage
Figure 3: Technician clicks the Join button, which opens a new browser window that prompts the Technician to enter his or her ScreenConnect credentials before joining the session. Technician communicates invitation URL to guest. The Technician may click Refresh to check whether or not the guest has joined the session.

UserPostedImage
Figure 4: Once the Technician ends the support session, ScreenConnect sends session summary information back to ServiceNow. The technician may click Refresh to view this summary information once it has been received and processed by the ScreenConnect Integration transform map. Note that all session date and time information is UTC.

Edited by moderator Thursday, June 16, 2016 1:33:16 PM(UTC)  | Reason: Not specified

File Attachment(s):
ScreenConnectIntegrationWithServiceNowGuide.pdf (296kb) downloaded 80 time(s).
ScreenConnect Team
alexdoan@payfirstsolutions.com  
#2 Posted : Wednesday, June 15, 2016 7:56:37 PM(UTC)
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Hi,

we are trying to implement the same thing for our crm-ticketing support system
Can I please see the source code for this extension?

We are looking to use ScreenConnect for our 2500 devices, but we need integration with our CRM.
==> if i can see the code, and integrate our CRM, then we will definitely signup with.

is the code published on github?
Scott  
#3 Posted : Thursday, June 16, 2016 2:13:01 PM(UTC)
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@alexdoan the code for any extension that has been installed to your ScreenConnect server/instance can be viewed either from the server itself (C:\Program Files (x86)\ScreenConnect\App_Extensions\[EXTENSION_ID]) or by installing the Extension Developer extension which then gives you the ability to view the files/code from the Extension tab in the Administration page.
ScreenConnect Team
Ragman  
#4 Posted : Wednesday, July 20, 2016 3:44:45 PM(UTC)
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Hi,

I'm trying to intergrate ScreenConnect into our ServiceNow instance and have followed the steps in the intergration guide. I'm able to create the ScreenConnect session from ServiceNow and it shows correctly when the session has been joined by the user. The problem I'm getting is that when I end the session the incident doesn't get updated with the chat/session history.

Troubleshooting steps

-Checked permissions on the ServiceNow login used for ScreenConnect as per the guide, I also used my Admin login instead to see if it was write permissions to the import set tables required for session data with no improvement.

-We are using an on-premise install of ScreenConnect but I also created a new cloud install of ScreenConnect (14day trial) to rule out any network related restrictions causing the update set to ServiceNow to not populate the table and I'm getting the same result on the cloud install.


ServiceNow Version: Fuji
ScreenConnect Cloud version: ScreenConnect_5.6.10572.5925_Debug

Any ideas or suggestions to why the session data is not being imported will be greatly appreciated.



Ben B  
#5 Posted : Wednesday, July 20, 2016 4:23:55 PM(UTC)
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@Ragman - I just sent you a PM with some additional information.

The issue is perhaps related to how the ServiceNow Integration settings have been configured in ScreenConnect.

Please confirm that the user with the username and credentials you entered in the ServiceNowServerUsername and ServiceNowServerPassword extension settings (in ScreenConnect) is assigned the following roles in ServiceNow:

1) rest_service
2) x_lats_screenconne.screenconnect_user
3) import_set_loader

Also, please check that the ServiceNowServerBaseUrl extension setting (in ScreenConnect) has the following form:

https://[enter your SN info].service-now.com/

Lastly, does the ScreenConnect --> Import Sets table in ServiceNow contain any rows? If so, does the session summary information appear as an import set row?

Edited by user Wednesday, July 20, 2016 4:27:39 PM(UTC)  | Reason: Not specified

ScreenConnect Team
thanks 1 user thanked Ben B for this useful post.
Ragman on 7/21/2016(UTC)
Ben B  
#6 Posted : Thursday, July 21, 2016 12:32:17 PM(UTC)
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Please note that cloud-hosted instances of ScreenConnect will need to be on at least version 5.6.10753.5976 in order to successfully integrate with ServiceNow.
ScreenConnect Team
thanks 1 user thanked Ben B for this useful post.
Ragman on 7/21/2016(UTC)
chriscamp  
#7 Posted : Friday, January 20, 2017 4:40:06 PM(UTC)
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I too am trying to get this to work between ServiceNow and my on premise ScreenConnect. I too am able to create the session, join the session, and provide support, but none of the details update back to ServiceNow during/after the session. I have verified the user account is the same on both sides and the roles required are assigned. My baseURL is also correct. Any help or direction you can provide would be greatly appreciated.

Thanks,
Chris Campbell
Ben B  
#8 Posted : Friday, January 20, 2017 5:39:49 PM(UTC)
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Originally Posted by: chriscamp Go to Quoted Post
I too am trying to get this to work between ServiceNow and my on premise ScreenConnect. I too am able to create the session, join the session, and provide support, but none of the details update back to ServiceNow during/after the session. I have verified the user account is the same on both sides and the roles required are assigned. My baseURL is also correct. Any help or direction you can provide would be greatly appreciated.

Thanks,
Chris Campbell


Can you confirm that the user identified in the ServiceNowServerUsername setting in the ServiceNow Integration extension:

UserPostedImage


has been assigned the following three roles in ServiceNow (rest_service, x_lats_screenconne.screenconnect_user, and import_set_loader):

UserPostedImage


Please PM me if this continues to be an issue -- I would be happy to schedule a troubleshooting session with you to get this working asap.
ScreenConnect Team
chriscamp  
#9 Posted : Saturday, April 29, 2017 11:20:41 PM(UTC)
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This was working beautifully until we upgraded our ServiceNow instance to Istanbul. Is there a timeline for certification with Istanbul?

Thanks,
Chris Campbell
chriscamp  
#10 Posted : Wednesday, May 17, 2017 2:23:58 AM(UTC)
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Is there any chance we could get a copy of the ServiceNow application so we can customize ourselves?

Thanks,
Chris Campbell
Ben B  
#11 Posted : Wednesday, May 17, 2017 2:59:29 AM(UTC)
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Originally Posted by: chriscamp Go to Quoted Post
Is there any chance we could get a copy of the ServiceNow application so we can customize ourselves?

Thanks,
Chris Campbell


Good evening,

The updated ConnectWise Control app for ServiceNow was submitted to ServiceNow for review earlier today.

ServiceNow is generally very responsive in regards to their app submission/approval process, and I expect the Istanbul-certified app to be publicly available soon.

Regards,
Ben
ScreenConnect Team
chriscamp  
#12 Posted : Saturday, June 17, 2017 4:06:09 AM(UTC)
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Is there an updated status on this? It's been a month since the submission. We would love to get this working again.

Thanks,
Chris Campbell
Ben B  
#13 Posted : Monday, June 19, 2017 2:49:33 PM(UTC)
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Originally Posted by: chriscamp Go to Quoted Post
Is there an updated status on this? It's been a month since the submission. We would love to get this working again.

Thanks,
Chris Campbell


Good morning,

The ConnectWise Control app for ServiceNow is still working its way through ServiceNow QA. While I'm unable to offer an ETA at this time, I will update this thread with more information as it becomes available.

Cheers,
Ben
ScreenConnect Team
chriscamp  
#14 Posted : Monday, February 26, 2018 4:57:46 AM(UTC)
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SN Team,

Would it be possible to get the code for the ServiceNow application? We would love to get this functionality working again in our instance. We have Jakarta in our environment, but plan to go to Kingston soon. Any help you can provide would be greatly appreciated.

Thanks,
Chris Campbell
chriscamp  
#15 Posted : Friday, June 15, 2018 1:24:33 AM(UTC)
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Would it be possible to get the code for the ServiceNow application? We would love to get this functionality working again in our instance. We now have Kingston in our environment. Any help you can provide would be greatly appreciated.

Thanks,
Chris Campbell
chriscamp  
#16 Posted : Saturday, July 28, 2018 12:59:28 AM(UTC)
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Would it be possible to get the code for the ServiceNow application? We would love to get this functionality working again in our instance. We now have Kingston in our environment. Any help you can provide would be greatly appreciated.

Thanks,
Chris Campbell
Eric  
#17 Posted : Thursday, September 13, 2018 6:26:32 PM(UTC)
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Hi Chris,

I'm currently attempting to submit the app for re-certification on Kingston. I'll post updates about that as they're available.

Eric
tehiota  
#18 Posted : Monday, October 29, 2018 9:39:24 PM(UTC)
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Any update?

It's pretty crazy that your competitors (LogmeIn, Bomgar, Teamviewer, to name a few) can get their plug-ins updated and published but Connectwise Can't. It's not as if ServiceNow is some oddball SaaS app, it's a premium product with people with budgets for tools like CWControl/ScreenConnect, yet they may never evaluate it because of the lack of SNOW Support and integration.
Mike  
#19 Posted : Wednesday, October 31, 2018 1:14:47 PM(UTC)
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Hi Tehiota,

This isn't a development issue. We're unraveling accounts, etc on the business side with ServiceNow. We're working with their team to figure it all out, but the process is arduous. We hope to have it figured out soon. I'll be sure to update the thread if I get any additional info of a release.
ScreenConnect Team
tehiota  
#20 Posted : Monday, November 26, 2018 3:49:00 PM(UTC)
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Originally Posted by: Mike Go to Quoted Post
Hi Tehiota,

This isn't a development issue. We're unraveling accounts, etc on the business side with ServiceNow. We're working with their team to figure it all out, but the process is arduous. We hope to have it figured out soon. I'll be sure to update the thread if I get any additional info of a release.



Hello Again.

Any update? Do you need any assistance from the customer side of Service Now to move this along? (Happy to do so )
alexke  
#21 Posted : Tuesday, November 27, 2018 6:33:51 PM(UTC)
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Apparently ConnectWise hasn't submitted anything. So regardless of the QA war ConnectWise Claimed, or ServiceNow claiming it wasn't submitted, I have no idea who is at fault. As of now, ScreenConnect is NOT supported a fault of their own, and there doesn't seem to be much resolution on the subject.

Incident Updated
P4 - Low Incident: INT3972243
________________________________________
Hi,
Incident INT3972243 has been updated.
________________________________________
Incident number:
INT3972243
Priority:
P4 - Low
Short description:
ConnectWise not showing up in store.service-now.com
Comments:
________________________________________
2018-11-27 09:16:38 PST - Chrystal Santos (NOW) Additional comments
Hello Bill,

I hope you are well. I have received the following response from our App Store team:

"There was an application named "ScreenConnect" which is now withdrawn because its not supported for latest platform release. I dont see any request from the partner to get their application certified for latest releases."

Please let me know if you have any questions or concerns with the above information. I am happy to help.

Kind regards,
Chrystal
________________________________________
2018-11-27 08:47:28 PST - Chrystal Santos (NOW) Additional comments
Hello Bill,

My name is Chrystal, and I am the support engineer assigned to assist you with your issue.

Please allow me the opportunity to reach out to the appropriate team to help facilitate this request. I will be sure to follow up with you but please let me know if you have any questions in the meantime. I am happy to help.

I will provide you with an update once I have received the response from our App Store team.

If you need to speak to someone, please use one of the contact numbers from our Support contact page:
http://www.servicenow.co...ort/contact-support.html

I am working in the EST time zone. Please note my working hours are 8:30AM-5:30PM. If you need assistance outside of this, you can call the Support contact number and another engineer will assist you.

Best regards,
Chrystal
________________________________________
2018-11-27 07:34:44 PST - Bill Orebaugh Additional comments
Subject: ConnectWise not showing up in store.service-now.com

Details: We are looking at a product from ConnectWise that publishes themselves as a partner of ServiceNow.
Their documentation (link below) shows that they should be available via the ServiceNow Store, but I can not find their entry.

I've heard there may be an issue with their "certification".

Can you share any info on the status of availability of this product via your "store"?

Thanks.


https://controlforum.con...ersion-5-6-required.aspx

Steps to reproduce:

Business Critical: No Immediate Impact

Affected Users: All Users

Start Date: 2018-11-01 07:29:58

End Date: undefined


________________________________________
Click here to view incident INT3972243.
Sincerely,
ServiceNow Customer Support

Eric  
#22 Posted : Tuesday, November 27, 2018 6:58:46 PM(UTC)
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I don't appreciate the insinuation of dishonesty. To clarify, we have been prepared to submit the application for recertification since my last post. ServiceNow revoked our ability to publish (and thus submit to their QA process) and is not telling us exactly why, nevermind how to restore that ability. (I mean that quite literally - our inquiries in that regard have been deflected (but mostly ignored).)

From what I've been able to gather, an important email (or emails) got lost somewhere, but apparently that is an unforgivable offense. I'd like to get this published just as much as you all would like to have it, but I can't force ServiceNow to cooperate.
tehiota  
#23 Posted : Tuesday, November 27, 2018 9:13:58 PM(UTC)
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Originally Posted by: Eric Go to Quoted Post
I don't appreciate the insinuation of dishonesty. To clarify, we have been prepared to submit the application for recertification since my last post. ServiceNow revoked our ability to publish (and thus submit to their QA process) and is not telling us exactly why, nevermind how to restore that ability. (I mean that quite literally - our inquiries in that regard have been deflected (but mostly ignored).)

From what I've been able to gather, an important email (or emails) got lost somewhere, but apparently that is an unforgivable offense. I'd like to get this published just as much as you all would like to have it, but I can't force ServiceNow to cooperate.


Thanks for the update Eric. I think there is a bit of tension because the application has been updated in over a year and 2-3 releases of SNOW. That being said, are you still at an impasse with ServiceNOW? I can contact our Account Rep and navigate the SNOW side as a customer to try and move things along if needed. Just tell me/us what you need.
chriscamp  
#24 Posted : Tuesday, November 27, 2018 10:34:33 PM(UTC)
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I am also willing to reach out to ServiceNow if it will help. We have missed this functionality for a long time and would love to have it back.
tehiota  
#25 Posted : Wednesday, November 28, 2018 12:09:17 PM(UTC)
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Originally Posted by: chriscamp Go to Quoted Post
I am also willing to reach out to ServiceNow if it will help. We have missed this functionality for a long time and would love to have it back.


I went ahead and engaged our SNOW Account Team this morning and will update the thread when I hear back.
tehiota  
#26 Posted : Tuesday, December 4, 2018 10:19:21 PM(UTC)
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Update as of about 30 minutes ago:

Quote:
Someone from the ServiceNow ISV partner manager team reached out directly to Michael Bannerman at ConnectWise to explain that while ConnectWise had once been a ServiceNow partner with a certified integration, they were no longer in the program because their certification had lapsed. She asked if they wanted to rejoin and Michael said yes.

The ServiceNow partner manager provided Michael with all of the necessary information and instructions, so once the ConnectWise folks complete what is required on their end, ServiceNow will reach out to ConnectWise to schedule a call to review the program and ensure it meets expectations on both sides. Once their integration is certified and listed, you will have the ability to formally consume this integration via the ServiceNow Store. I am not sure if there was some kind of communication issue or confusion related to the person who made the comments below, but ConnectWise has the information needed to re-certify and ServiceNow is committed to promptly responding once the application from ConnectWise is received.

Thank you for bringing this to our attention


I hope this is good news and now we can have a Kingston/London plugin in the near future.
tehiota  
#27 Posted : Tuesday, December 11, 2018 2:59:09 PM(UTC)
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Sad Update I'm afraid, from ServiceNOW:
Quote:
I just got word from our partner manager that after some additional research and review, ConnectWise will not be accepted into the ServiceNow partner program. The guidance I was given is that if you are interested in obtaining the integration they’ve supposedly built, your best course of action would be to reach out to ConnectWise directly.


I pushed for a reason and was told:
Quote:
I was told it was determined that there is too much overlap and too much of a competitive nature to the relationship.


I've already begun a campaign of disappointment communications with my SNOW Account Team. I'm not sure how far it'll go, or how fast, but perhaps everyone else can do the same so it's not just one voice and maybe they will allow them to integrate.


Mike  
#28 Posted : Wednesday, December 12, 2018 1:59:28 PM(UTC)
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Hi Everyone,

It's been a busy holiday season, my apologies for taking a while to answer your concerns. I just want to quickly chime in to give you all an update about what's going on with the ServiceNow integration.

ConnectWise Control had an integration with ServiceNow that was listed in their marketplace until a couple of months ago. It wasn't compatible with Kingston and after some requests to update it, we began the process. After submission of our app, it was held by their technical team with little information as to why it wasn't certified.

After some digging, we learned that ServiceNow was requiring that we register and pay for a new partner account in order to certify the updated integration we submitted. We're currently in the final stages of the process with ServiceNow (That's probably how they had my name on file, thanks SN team Glare. Thanks for your patience as we get this all ironed out.
ScreenConnect Team
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