ServiceNow Integration

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ServiceNow customers can quickly and seamlessly launch Splashtop On-Demand Support sessions as they assist customers from the ServiceNow interface directly.  Connection details can be passed to the ticketing system, as well as file transfer information during the session.

Setup

  1. Purchase or Trial the SOS unlimited service, www.splashtop.com/sos
  2. Download and install these versions of Splashtop Business app [3.3.0.0 or later] (purple icon)
    1. Windows or Mac app
  3. Log in to the Splashtop Business app with your Splashtop account credentials
  4. Go to the ServiceNow store and get the Splashtop SOS Integration app.

How do I connect within ServiceNow/Splashtop?

You can easily initiate a remote desktop connection to your user’s computers to provide support directly from ServiceNow incidents, with a few simple clicks! After the support session, technicians can also retrieve session logs to display in the incident for further reference. Your end-users do not need to have any software pre-installed to connect!

  1. login to your ServiceNow account and navigate to your Incident
  2. Scroll down to the Notes section and click on the Splashtop On-Demand Support tab Screenshot_2019-04-04_15.39.53.png
  3. Click on the Create an SOS download link button
    1. The SOS download button will activate on the end-user ServiceNow Incident page Screenshot_2019-04-04_15.45.19.pngScreenshot_2019-04-04_15.45.30.png
  4. End-user clicks on SOS download button on their ServiceNow Incident page to download and run the programScreenshot_2019-04-04_15.46.53.png
  5. IT Admin on ServiceNow site, clicks on the Connect button to establish a remote connection.  Note: Must have the Splashtop Business app installed and logged in.

How do I check session logs?

  • You can click Update session logs button to retrieve logs related to this incident. session_logs.png

You're welcome to sign up for a 7-day free trial of Splashtop On-Demand Support. Please contact our team if you have any questions.

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