What Went Live?
Today the Rescue Product Team is excited to announce that version 4.0 of the Rescue ServiceNow integration is live and certified on ServiceNow Tokyo, the 2022 fall release for ServiceNow. But wait, Tokyo isn’t publicly available until September 21st so how is this possible?!
Goals for this year were set to certify the integration BEFORE the next version of ServiceNow was released. Previously our customers have had to wait for us, but working closely with our vendor and ServiceNow we were able to achieve a pre-release certification that means we will be certified on day 1 for the first time ever!
Please Note: Version 4.0 of the Integration is now live on the ServiceNow store – however the certified on Tokyo designation will not be shown until next week.
Customers using the integration will be able to immediately update to the latest version of ServiceNow on release day without interruption, and can continue to realize the value the integration provides - such as generating a pin code from a ServiceNow Case, Incident, Agent Workspace, and Interaction (more on that below) while having session data posted back in near real time.
But that’s not all – we have also made 2 exciting new feature enhancements to the integration! Read on for more details:
Highlights and Details
As well as being certified on ServiceNow Tokyo, we have made the following enhancements to the integration:
Compatibility with ServiceNow Interactions
An Interaction is the primary ServiceNow record type when a customer initiates contact via the ServiceNow Service Portal chat. This enhancement expands the reach of the integration and allows users the ability to generate Rescue pin codes directly from the Interaction record.
When opening an Interaction, users will now see the Generate Pin button, and if configured, the generated Pin Code will automatically be inserted into the Chat and sent to the end-user:
The user clicks the link and the applet is downloaded as normal. Once the session is completed, the associated session data and chatlog is written back to the Work Notes field of the Interaction:
What's next?
This is phase 1 of a much tighter integration with ServiceNow. In the second half of the year, the Rescue team will complete a POC to determine how to suppress the Rescue applet and insert our system messages into a 3rd party chat platform such as ServiceNow. In H1 next year we will complete this work to offer a better chat integration with ServiceNow!
Custom field mappings between Rescue and ServiceNow
As we continue to expand the integration and its capabilities within ServiceNow, we are seeing increased demand for additional flexibility when it comes to Rescue session data and where it is stored. With this enhancement admins can select specific Rescue post-session data points (e.g. Session duration or Chat Log) and select which field within the ServiceNow record (Case, Incident, Interaction) the data is posted to.
This is useful for customers who may have a customized ServiceNow implementation and aren’t’ necessarily using “out of the box” fields, or would prefer specific Rescue session data is mapped to a specific field of their choosing within ServiceNow.
Customers can make the necessary changes by editing the Integration Transform Maps. These are the ServiceNow scripts that define the post back logic. There is a new support article with further details on what to edit, and this information is also part of the Integration instructions found within ServiceNow.
Please Note: Only ServiceNow power users and those familiar with ServiceNow scripts should attempt to customize the Transform Maps to ensure the Integration continues to function correctly. If a user does not know what a Transform Map is, then they should not be making these changes and should check with their ServiceNow administrator.
There are 6 transform maps that can be customized to map fields from the inbound Rescue session to specific fields within the ServiceNow environment. These 6 transform maps are used to update fields in the following scenarios:
- Update case fields if the session was initiated via chat outside of Service Now
- Update case fields if the session was initiated from an existing case record
- Update incident fields if the session was initiated via chat outside of Service Now
- Update incident fields if the session was initiated from an existing case record
- Update interaction fields if the session was initiated via chat outside of Service Now.
- Update interaction fields if the session was initiated from an existing interaction record.
Important Links
- ServiceNow store listing
- Documentation – the documentation has been updated and overhauled. It is now split into smaller sub articles to make the information easier to digest for customers.