Bomgar-ServiceNow integration issues

[shwetasg23]

Hi
We are re-establishing Bomgar/BeyondTrust and SNOW connection.
There are 4 buttons in the incident-
1. Jump to user with Bomgar remote support
2. Jump to CI with Bomgar remote support
3. Push and start local with Bomgar remote support
4. Push and start remote with Bomgar remote support

Out of these, first 2 buttons are working and "Push and start local/remote" are not working/ are broken.
What could be possible reason and how to fix this from SNOW side?
Also, when we perform remote session using Bomgar, the logs are not getting sent to SNOW from Bomgar or they are not getting stored in SNOW. Please suggest solution for this as well. What needs to be done in SNOW to start getting/storing session records/logs?

[Tanushree Maiti]

Hi @shwetasg23 

1.Ensure Step by step you have configured everything, nothing missed. https://docs.beyondtrust.com/pra/docs/servicenow#:~:text=Sign%20in%20to%20your%20ServiceNow,Click%20...

2. Ensure you have configured the certificate as required for this integration ( At Beyond Trust end, Upload the CA certificate from the ServiceNow instance.)

.

Refer: https://www.servicenow.com/community/developer-forum/bomgar-not-working/m-p/2150894

3. Try in Incognito /private browser once.

Also refer:https://www.servicenow.com/community/s/cgfwn76974/attachments/cgfwn76974/impact-forum/3778/1/dokumen...

https://docs.beyondtrust.com/pra/docs/servicenow#:~:text=Sign%20in%20to%20your%20ServiceNow,Click%20....