How to integrate with ServiceNow using Remote Access Plus plug-in app?

Introduction

ServiceNow is a cloud-based platform that offers a range of IT service management (ITSM) and business process automation solutions. It provides organizations with a centralized system to manage and automate various aspects of their IT operations and helps them to streamline workflows, improve efficiency, enhance collaboration, and deliver better service experiences to their customers and employees.

By integrating Remote Access Plus with ServiceNow, organizations can automate incident creation, streamline incident management and trigger incident response processes. This integration centralizes and enhances endpoint security data, enabling correlation with ITSM processes and security incident response workflows. It generates comprehensive reports and in-depth analytics on security incidents, endpoint health, vulnerabilities and response times and provides insights to improve security measures.

Steps to Integrate ServiceNow with Remote Access Plus

Steps to follow if you are an existing Remote Access Plus user:

1. Download Remote Access Plus plug-in app from ServiceNow store.
2. Navigate to Application and install the downloaded plug-in app.
3. On the left hand side of the page, search for Remote Access Plus and you will be able to view all the modules of Remote Access Plus application.
4. Select Setup and configure the setup wizard.
5. Enter Remote Access Plus server URL and ServiceNow MID server URL.
   Note: MID Server ensures communication between ServiceNow and Remote Access Plus when Remote Access Plus is hosted on a private network. If Remote Access Plus is accessible via public IP, you need not specify MID server URL.
6. Furnish Remote Access Plus administrator credentials to complete the integration.
7. The final step would be to associate ServiceNow users with Remote Access Plus users.

Steps to follow if you are new to Remote Access Plus:

1. Download and install Remote Access Plus.
2. Install the agents on the computers you wish to manage using Remote Access Plus.
3. Download Remote Access Plus plug-in app from ServiceNow store.
4. Navigate to Application and install the downloaded plug-in app.
5. On the left hand side of the page, search for Remote Access Plus and you will be able to view all the modules of Remote Access Plus application.
6. Select Setup and configure the setup wizard.
7. Enter Remote Access Plus server URL and ServiceNow MID server URL.
   Note: MID Server ensures communication between ServiceNow and Remote Access Plus when Remote Access Plus is hosted on a private network. If Remote Access Plus is accessible via public IP, you need not specify MID server URL.
8. Furnish Remote Access Plus administrator credentials to complete the integration.
9. The final step would be to associate ServiceNow users with Remote Access Plus users.

You have now successfully integrated Remote Access Plus plug-in app with ServiceNow.

Post-deployment steps

• In the ServiceNow console, navigate to All -> Filters -> Scheduled Jobs.

• Apply the filter to be "Application is Remote Access Plus" and click Run.

• Click on 'Sync Remote Access Plus User details' and in the next window, configure the script so that it runs during non-business hours or when there is more network bandwidth availability. Click Update.

User Association

ServiceNow users should be associated with Remote Access Plus users, and only a ServiceNow administrator can perform user association. The main objective of user association is to perform desktop management activities from ServiceNow console within the scope of the associated Remote Access Plus user. Associating a ServiceNow user with Remote Access Plus user, empowers that particular user to perform endpoint management capabilities right from the incident window.