This article applies to customers with a Premium, Corporate, or Tensor subscription plan.
The TeamViewer integration for ServiceNow enables remote support for managed devices directly from the ServiceNow dashboard, easily initiating remote sessions. The integration provides ultra-easy collaboration while streamlining work processes as customers join the session by a simple click and you received notification when a customer is online. Pre-built integrations are easy and make your experience seamless.
ServiceNow is a company that provides service management software as a service.
When configuring the TeamViewer application, please take into account the points below:
To be able to access the TeamViewer API for certain features like scheduled company-wide connection reports, an admin TeamViewer Script token needs to be configured.
Note: In this description, it is assumed that the administrator has created a Company Profile on their TeamViewer license. For more information on how to setup a Company Profile and add users visit https://community.teamviewer.com/t5/Knowledge-Base/How-to-add-Users-to-a-Company-Profile/ta-p/3573
Role required: admin
Role required: admin
ServiceNow Store Application: TeamViewer Integration for ServiceNow 2.0 or later must be installed
The Following instructions can only be applied to records on tables that are an extension from the task table. The application comes preconfigured with the TeamViewer Control and TeamViewer Connection History on the Incident form (default view).
To add the TeamViewer Control to the form, follow the steps below. General documentation on how to add fields to a form can be found here: https://docs.servicenow.com/bundle/london-platform-administration/page/administer/form-administratio....
The next step is to add the TeamViewer Connection Report to the form, this related list shows the connection history for the open task record. More information on adding a related list to a form can be found here: https://docs.servicenow.com/bundle/london-platform-administration/page/administer/form-administratio....
The application permissions model is based on two roles, the standard itil role in ServiceNow and the x_tvgh_teamviewer.session_history_user for the connection history.
|itil||Can see the connection history for a task record|
|x_tvgh_teamviewer.session_history_user||Can view the TeamViewer Connection Report for the company wide connection history|
The TeamViewer integration for ServiceNow application keeps a history of connections created from Sessions via ServiceNow for your account. This is stored in the Connection History table. The information in this table is periodically refreshed and augmented with the relevant information from the session, like the task reference.
The connection history is retrieved from TeamViewer via the API on three occasions:
Role Required: Admin
The scheduled job that periodically retrieves the connection history is by default set to run every 6 hours. This interval can be updated by the ServiceNow System administrator by updating the repeat interval on the scheduled job.
Within the TeamViewer Integration for ServiceNow application, a supporter can see all the online service cases from one view, using the Online Service Cases Widget, which can be accessed via TeamViewer Integration > Online Service Cases.
Role required: admin
The columns shown in the Online Service Cases can be changed by the ServiceNow system administrators and impacts all users of the application. To change the columns, follow these steps to go into the widget instance options:
Role Required: admin
The Online Service Cases Widget automatically refreshes the data as long as the page is kept open, by default the data is refreshed every 30s seconds. This can be changed by the ServiceNow system administrator.
The Share Session Code functionality on the TeamViewer Remote Control uses the standard Quick Message functionality from ServiceNow to send the session code per email to the customer. Administrators can define the templates for these quick messages.
Since we use the standard Quick Message functionality of ServiceNow, the Email window shows all the available Email templates in the ServiceNow instance, including email templates created for other applications. To distinguish the email templates for TeamViewer Integration, it is advised to use a clear naming convention for your Quick Messages, e.g.:
ServiceNow system administrators can create new quick message templates and edit existing templates. The email templates for the TeamViewer Integration for ServiceNow application can be accessed via the TeamViewer Integration application.
More information on creating an email template can be found in the ServiceNow documentation: https://docs.servicenow.com/bundle/kingston-servicenow-platform/page/administer/notification/task/t_...
Once the TeamViewer integration app has been properly installed and configured, it can be used to create service cases and remotely access and control end users’ devices.
The first time each user attempts to create a service case, they will be prompted to login with their TeamViewer credentials.
This will only need to happen once per user and his access-token will be stored in the ServiceNow platform until revoked by the user or the administrator from the TeamViewer Management Console.
After the user has logged in successfully, the service case will be created.
Once the service case has been created, the supporter can easily share the session link with the end user by clicking “Share Session code”. That will open the email window where the supporter can select a pre-defined email template.
The end users email address and name as well as the customer link and the subject/body text of the email can be automatically populated through the pre-configured templates.
The supporter can then select ‘Start Session’ immediately and will wait in a virtual lobby until the end user clicks the link after which point the remote control session will be established. Otherwise the supporter can wait until the end user selects the link first (in which case he/she will appear as online in the Active sessions screen) and then start the session.
In every module (Incident, Problem, Change Request, Control Request) the admin has the ability to add a Related list object with the list of remote control sessions used to solve the specific incident.
The list is refreshed either when a service case is closed or when the ‘Refresh’ button is pressed.