Today we are going to be looking at ServiceNow support built into Cireson Remote Support. While ServiceNow is built to help companies capture and utilize their processes and data more efficiently, Remote Support is built to utilize that information to help you troubleshoot and resolve issues more efficiently.
We’ve designed our ServiceNow integration to work seamlessly within this process to merge the two products together, helping your Analysts to be more effective. There are a few key components that allow this integration to happen, which we are going to look at today through the lens of an overarching example.
The Incident record is at the core of the support process. This is where it all starts and should be where it ends as well. Once you have been notified of an issue, it’s important to be able to track and resolve the issue as quickly as possible. With the integration between ServiceNow and Remote Support, this is precisely what is possible.
With Remote Support and ServiceNow, you can directly access the functionality of Remote Support right from the Incident. You can either pull up the remote support page, navigating directly to the User or Device, or you can perform specific high traffic operations right from within ServiceNow.
Highlighting a few of the key features, you can run a PowerShell script directly from ServiceNow against a Device related to the Incident or you can reset a User’s password – all without leaving the ServiceNow Incident. Should you decide you want to access some of the deeper level functionality of Remote Support, you can also click to access the full Remote Support Console, and hop directly to the User or Device in question.
The essential piece of all of this is that these actions are actually tracked, but not only within Remote Support where they are occurring. Each action against a User or Device is also passed back to the ServiceNow action log when you complete your Remote Support session.
When you access the Remote Support Console from a ServiceNow action, we will create a new session for you and capture specific information about the ticket you are currently working with.
Then, as you work through the troubleshooting process, the changes you make will be tracked, and at the end of the session, they will be sent back to ServiceNow. Currently, what’s tracked and submitted back are actions taken directly against the User or Device, where there might be a change of state. In the future, however, we will also trackback comments, and more.
When you are finished with a Remote Support session you simply click the END button to end the session and close the window or tab. This will mark the session complete and submit the changes back to ServiceNow for tracking purposes.
Once the session has ended, and the information has been sent back to ServiceNow, you will see it the action logs, under the Remote Support Actions tab.
All of this should give you a clear picture of what has been done to support this particular ticket, including the various troubleshooting steps that may be required and the order in which they were performed. This is a major benefit when a ticket is escalated, as it allows the escalation engineer to focus on what is important and hasn’t been done yet, rather than retracing what may or may not have been checked at a lower level.