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CareAR Installation for ServiceNow

  • Updated

Overview 

CareAR provides an augmented reality support platform that extends the value of ServiceNow to provide remote visual assistance, guidance, and compliance for service management teams.  

This document is intended to enable ServiceNow Certification Engineers and Technical Support members to:  

  • Understand the CareAR-ServiceNow integration 
  • Install the CareAR Plugin for ServiceNow
  • Configure the CareAR-ServiceNow integration within CareAR Portal CareAR 

Usage

The CareAR-ServiceNow integration enables agents of your ServiceNow ticketing platform to launch the CareAR Assist application along with the context of which ServiceNow ticket the interaction is coming from. This enables the agent to assist using CareAR Assist and once the interaction within CareAR is complete to update the originating ServiceNow ticket with information regarding the session (screenshots, video recording links, session details).

It also supports synchronization of CareAR Instruct experiences into the ServiceNow instance so that they can be easily published into ServiceNow Knowledge. This makes it easier for users to discover CareAR Instruct experiences and receive self-help instructions provided by CareAR Instruct. 

To view how this interaction works, please visit this page. 

Pre-Requisites:

Before installing the CareAR-ServiceNow integration, you should validate you have the following

  • Your ServiceNow administrator is able to install plugins and establish user accounts
  • Understanding your ServiceNow deployment in which ticket type is being utilized
    • FSM – tickets such as Work Orders and Work Order Tasks
    • CSM – tickets such as Cases
    • ITSM – tickets such as Incidents
  • CareAR tenant has the ServiceNow integration enabled

Part 1: Installation

In this section will cover the process of how to install the plugin in order to run the integration. CareAR is a registered application within the ServiceNow store which will provide easier methods of installation and updating.

  1. ServiceNow admin navigates to the store page that matches your use case
    1. CareAR Spoke (Required for any  of the following CareAR for ServiceNow applications)
    2. CareAR for FSM 
    3. CareAR for CSM
    4. CareAR for ITSM 
  2. Click on ‘Request App’, this will generate a request to the CareAR team to approve
  3. Once approved for your instance, your ServiceNow administrator can now navigate to 'Plugins' and search for the CareAR integration you are aiming to utilize. This can now be installed to the environment by clicking 'Install'.
    SNOW-plugin.png

Part 2: Service Account (ServiceNow Side) for Web Service / API Access

CareAR uses a service account to upload images from a CareAR collaboration session back to the activity feed of the Work Order or Work Order Task from where the CareAR App is launched. 

Please create a service account with “Web service access only” enabled and configure these details in the CareAR Admin Portal (Part 3).

Please work with your ServiceNow Support person to configure the least privilege needed for this account. The service account utilized for the integration will need to be able to read/write the ticket table(s) you are planning to use with the integration. 

Ensure the Service Account has the following roles assigned:

  • x_care3_spoke.instruct_experiences_admin
  • x_care3_spoke.instruct_experiences_user

 

blobid1.png

Part 3: Configure ServiceNow Service Account within CareAR tenant

  • Go to CareAR Admin Portal 
  • Go to “Connectors" then select the ServiceNow connector
  • Enter the API username and password (the ServiceNow Service Account username and password)
  • Enter the ServiceNow FQDN for the ServiceNow instance that will be configured with CareAR
    SNOWConnector.PNG
  • Click 'Generate new token' and copy the new token. (This will be entered into ServiceNow in the next part)
  • Click Save and then Enable

Part 4: Enter the Token into the ServiceNow System Properties

  • In ServiceNow, open the System Properties table
  • Enter the Token that was copied from the step above into the value field for:
    • x_care3_spoke.auth.token

Part 5: Configure ServiceNow agents to access the integration

In order for agents to access the integration, their user accounts will need to have the appropriate permissions assigned. The following permissions are utilized for each integration.

Note: These are out of the box permissions that will enable these features. You should consult with your ServiceNow administrator if there are more accurate permission roles to utilize on your platform.

 

FSM

Admin

  • x_care3_carear_fsm.admin

User

  • wm_agent
  • wm_dispatcher
  • x_care3_carear_fsm.CareAR-User
  • x_care3_carear_fsm.User

CSM

Admin

  • x_care3_carear_csm.admin

User

  • sn_customerservice_agent
  • x_care3_carear_csm.User

ITSM 

Admin

  • x_care3_carear_its.admin

User

  • itil
  • x_care3_carear_its.User

CareAR Spoke

  • x_care3_spoke.instruct_experiences_user

Part 6: Post Installation steps for configuring WOT:

  • Search Work Order Tasks in the left-hand pane, select Work Order Tasks and open a Work Order Task.
  • Right-click the top bar to display the list of configuring options. Select Configure>Form Layout.

 

  • You will be redirected to the following page:

  • Select Edit this section in Global, to enable the page to add fields on to the form layout as shown below.

  • Find the CareAR Instruct Experience on the left side bucket labelled Available and move it to the right side labelled Selected using the right arrow button. Use the up and down buttons to position the field to desired location on the Work Order Task form.

  • The CareAR Instruct Experience field will now be visible within your Work Order Tasks.

 

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