Teamviewer in Case record for CSM

[Flavia Margaret]

Hi there, has anyone ever used Teamviewer to perform remote activities in the Case record?

As per the explanation here, it should be available on Task-derived form. However, we are currently not using the Case table that is extended from the Task table. We further extended the Case table to another table. So we want to confirm if Teamviewer could be used in that Case extended table.

Thank you!

[Ramesh Lohar]

Yes, TeamViewer can be used to perform remote activities in the Case record. However, it's important to note that the integration of TeamViewer with ServiceNow requires some configuration and customization. Here are the steps you need to follow:

1. Install the TeamViewer integration from the ServiceNow Store.
2. Configure the TeamViewer integration by providing the necessary API keys and credentials in the TeamViewer configuration page in ServiceNow.
3. Customize the Case form to include the TeamViewer related fields and buttons. This can be done using Form Designer in ServiceNow.
4. If you have extended the Case table to another table, you need to ensure that the TeamViewer related fields and buttons are also included in the extended table's form. This can be done by modifying the form of the extended table.
5. Test the TeamViewer functionality by creating a new case and clicking on the TeamViewer button. This should open a new TeamViewer session.

Please note that the exact steps may vary based on your specific ServiceNow and TeamViewer versions and configurations. Always refer to the official documentation for the most accurate information.

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