ServiceNow with BeyondTrust Remote Support Basic Integration

[Poorvi Kulkarni]

Hello everyone,

I'm currently working on integrating BeyondTrust with the ServiceNow platform. I've set up the OAuth credentials and hostname details using the properties. When I navigate to a test Incident and click on the BeyondTrust session key UI action, it downloads a .brcs file.

Could anyone guide me on the next steps or provide insights on troubleshooting this integration?

Thank you!

[mohdarbaz]

Hi @Poorvi Kulkarni ,

Next Steps:

1. Install BeyondTrust Representative Console:

   • Ensure that you have the BeyondTrust Representative Console installed on your machine. This console is required to open the .brcs file and start a remote support session.

2. Open the .brcs File:

   • When you click on the BeyondTrust session key UI action and the .brcs file is downloaded, open this file using the BeyondTrust Representative Console. This should initiate the remote support session.

3. Verify Integration Settings:

   • Double-check the OAuth credentials and hostname details in the ServiceNow properties to ensure they are correctly configured.
   • Ensure that the BeyondTrust API is accessible from your ServiceNow instance.

-To start with troubleshooting, Check OAuth Configuration:

        Verify that the OAuth client ID and secret are correctly configured in ServiceNow.

        Ensure that the OAuth token URL and BeyondTrust API URL are correctly set.

-Review Logs:

         Check the ServiceNow logs for any errors related to the BeyondTrust integration. Navigate to System Logs > All and look for any error messages that might indicate what is going wrong.

-Test API Connectivity: 

          Use a tool like Postman to test the BeyondTrust API connectivity from your ServiceNow instance. Ensure that you can successfully obtain an OAuth token and make API calls.

-Verify User Permissions:

           Ensure that the user initiating the BeyondTrust session has the necessary permissions in both ServiceNow and BeyondTrust.

-Check Network Connectivity:

           Ensure that there are no network issues preventing ServiceNow from communicating with the BeyondTrust API.

If my response helped, please mark it correct/helpful and close the thread so that it benefits future readers.

Regards,

Mohd Arbaz.

[Poorvi Kulkarni]

@mohdarbaz , thanks for the help!!

Also, while testing, I noticed that an outlook window on beyondtrust screen pops up after the .brcs file is opened via beyondtrust console. OOB the "To" of the email is not prefilled with the caller information, could you please help me identify if we could set the "To" field before the outlook window appears with the incident caller for better user experience. Also, is the outlook launched by servicenow or the bomgar platform.

[mohdarbaz]

@Poorvi Kulkarni ,

Pre-filling the 'To' Field in Outlook

To pre-fill the "To" field in the Outlook email with the incident caller information before the window appears, you can use scripting or automation within ServiceNow. Here’s a general approach:

1. Script to Retrieve Caller Information:

   • Use a script to fetch the caller's email address from the incident record.

2. Generate the Email with Pre-filled Fields:

   • Use a client-side script or a business rule to generate the email with the "To" field pre-filled. This can be done using the mailto: protocol or by leveraging the ServiceNow email client.

function onLoad() {

    var incidentCallerEmail = g_form.getValue('caller_id.email'); // Retrieve caller email from the incident form

    var subject = "Incident Update"; // Set the email subject

    var body = "Dear User,\n\nPlease find the details of your incident below:\n\n"; // Set the email body

    // Construct the mailto link

    var mailtoLink = "mailto:" + incidentCallerEmail + "?subject=" + encodeURIComponent(subject) + "&body=" + encodeURIComponent(body);

    // Open the email client with the pre-filled fields

    window.location.href = mailtoLink;

}

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To determine the exact platform responsible for launching Outlook, you can review the integration settings in ServiceNow and BeyondTrust to see if there are any configurations related to email generation.

If my response helped, please hit the 👍Thumb Icon and accept the solution so that it benefits future readers.

Regards,

Mohd Arbaz.