This article applies to customers with a Premium or Corporate subscription license.

General

TeamViewer is offering an integration into ServiceNow. 

About ServiceNow

ServiceNow is a company that provides service management software as a service. 

Enabling the Integration

  • Enter into the Servicenow App Store ( https://store.servicenow.com )
  • Search "TeamViewer integration for ServiceNow" and choose Get to install (ServiceNow credentials required)servicenow1.png

     

Create TeamViewer Session from Incident:

  • Log into Servicenow or Servicenow Expressservicenow2.png
  • Choose Service Desk --> Incidents from the sidebar and open an existing or new incident.4servicenow3.png

     

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  • Inside the incident under the TeamViewer Remote Control tab choose Create Service Case.
  • First time users will be prompted to authenticate using their TV credentials.

    Hint: Make sure pop ups are allowed.

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  • After authentication you will notice that TeamViewer has created an app token for your account.servicenow8.png9servicenow8.png

     

  • Once authenticated a service case will be created placing the session link in the customer view when they open the incident.
  • You will notice that a group named "ServiceNow" has been created where your service cases will be stored.

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  • To make sure your customized QuickSupport modules are being associated with the service case make sure to select this in the group's settings.
  • To review ServiceNow connection reports go into the TeamViewer Management Console --> Service Queue --> Connection Reports (report will import customer name from incident along with Incident # in description)servicenow13.png

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Version history
Revision #:
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Last update:
‎06 09 2018, 4:27 PM
Updated by:
 
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