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


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


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.


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.


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

@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.

@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

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

This was working beautifully until we upgraded our ServiceNow instance to Istanbul. Is there a timeline for certification with Istanbul?

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

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

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

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

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.

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

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.

I went ahead and engaged our SNOW Account Team this morning and will update the thread when I hear back.

Sad Update I'm afraid, from ServiceNOW:


I pushed for a reason and was told:


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.

Hi Mike,

Any update?