ServiceNow Documentation

This guide will show you how to set up your new Helpdesk Buttons with Service Now in as few as 15 minutes.

Integration

ServiceNow integration requires two main parts:

1) set up an unregistered user as a catchall account as a contact in your PSA

2) configure helpdeskbuttons account.

Video Walkthrough

1) Unregistered User

To start you will need to set up a contact that uses the email address of “unregistered@helpdeskbuttons.com” for the purposes of catching any unregistered users.

Navigate to Callers and Click New

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The only really important part is the email address. Feel free to name it anything you feel comfortable with.

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2) Helpdeskbuttons.com Settings

On the Settings page of helpdeskbuttons, put in the endpoint and a username:password combo as the API Key.

Click update and the Integration Test button.

Let us know how to get in touch with your development team for feature requests and additional customizations! We are happy to get you set up with customized software.

Anti-Virus and AntiMalware

It is not always necessary, but we recommend whitelisting the tier2tickets installation folder (C:\Program Files(x86)\tier2tickets). We regularly submit our code through VirusTotal to make sure we are not getting flagged, but almost all AV/M interactions cause some sort of failure. Webroot in particular can cause issues with screenshots.

Dispatcher Rules

This is the list of variables that can be accessed when using the Dispatcher Rules.

Read/Write Read Only
impact selections
urgency hostname
incidentState name
priv_append email
message ip
subject mac
append callerID

Field Definitions

impact & urgency

Set priority via the SLA priority matrix:

Impact:

../../../_images/sn-impact.png

Urgency:

../../../_images/sn-urgency.png


incidentState

Refers to the ticket status (New, In Progress, etc):
../../../_images/sn-incidentState.png


priv_append

Allows you to append information to the internal ticket note:
../../../_images/sn-priv_append.png


callerID

Refers to the client’s name:
../../../_images/sn-callerID.png


issue

The primary ticket issue:
../../../_images/sn-issue.png


subissue

The secondary ticket issue:
../../../_images/sn-subissue.png


other

There are additional variables which are common to all integrations. Those are documented here

Webhook Walkthrough

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