Configure Assist for ITSM (SysTrack Cloud)

The following sections explain how to configure ServiceNow to integrate with the cloud version of SysTrack.

Cloud SysTrack Integration Prerequisites

To integrate ServiceNow and a cloud version of SysTrack, you need the following items.

Item

Description

ServiceNow HI account access

Allows the downloading of SysTrack apps

Supported release of ServiceNow

Required release for SysTrack apps

ServiceNow ITSM module installed

Required for Assist for ITSM plugin

ServiceNow account with Admin role

Required to configure the integration

Tenant Admin account

Required for configuring the service account, password, and IIS configuration

SysTrack Administrator account

Account with Tools Access Security (TAS) rights to access SysTrack Configure

Azure B2C client identifier

Call Lakeside Support for this information

Multi-Domain ServiceNow Instances

If you are in a multi-domain ServiceNow instance, you must add records to the Assist for ITSM Domain Info table in ServiceNow, rather than configure the info in Properties. To access this table, click the Assist for ITSM Domain Infos link in the application menu. For each table record, you must include the full domain name and all the information about the SysTrack install for that domain. The value in the Domain Name field is the one used by the application script to match to the Incident domain and retrieve credentials from the relevant record. The Domain field denotes the domain under which the record exists. In most cases, the Domain Name should match the name in the Domain field, but you can configure the record differently if needed.

SysTrack ID

The SysTrack ID is used by the SysTrack Detected Issues and SysTrack Tools tabs to determine which user should be targeted when running tools that require a user context. Therefore, you might want to make sure all SysTrack-associated users have their SysTrack ID set correctly in the ServiceNow instance. This is not required, unless you want to run an automation as a specific user on the system. To enable editing, you might have to add the SysTrack ID field to the User form.

Assist for ITSM provides options to find and match users. First, Assist for ITSM tries to match the username. If there is no match, it tries the SysTrack ID. If this option fails, it tries the UPN and email address. These options enable Assist for ITSM to pull as much data as possible into ServiceNow.

NOTE: The best practice is to put a value in the SysTrack ID property:

  • The SysTrack ID is a property of the Caller object. If you need the Caller object to be populated, you must do that. SysTrack does not populate the Caller object.

  • If you leave the SysTrack ID empty, keep in mind that any user-ran Automations in ServiceNow will select a random user context from the available user sessions currently live on the endpoint, and the Automation will run under that user context. This could create unexpected situations for you if you have a user-ran Automation that, for example, deletes content from a specific folder when space is low, because that Automation will run on a random user's system.

  • If you follow the best practice and put any value in the SysTrack ID property, user-ran Automations will try to match that value with an account that currently has a session on the endpoint, and the Automation will run under the matching user's context. If the Automation does not find an explicit match, it will not run. This eliminates the possibility of unexpected situations like the one described in the preceding paragraph.

Configure ServiceNow for the Integration with SysTrack (Cloud)

Follow these steps to configure your cloud SysTrack to be ready for integration with ServiceNow:

  1. Log in to the ServiceNow Store with a HI permission account and download the Assist for ITSM SysTrack plugin.

  2. Install the Assist for ITSM plugin on the Plugins page in ServiceNow.

  3. Create the following ServiceNow groups and assign the listed roles to these groups. The roles were created automatically while you installed the SysTrack plugin. The names of the ServiceNow groups can be whatever you want to name them. The names in this example are Administrator and User.

    Group

    Roles to assign

    Administrator

    Assign the following roles. All are optional except the one marked as required:

    • x_laso_systrack_bl.user (required)

    • admin

    The x_laso_systrack_bl.user role is required for downloading and configuring the plugins. Having this Administrator group is not essential, because you can give the roles to the user responsible for configuration.

    User

    Assign the following roles. All are optional except the one marked as required:

    • x_laso_systrack_bl.user (required)

    • x_laso_systrack_bl.Autofixes

    • x_laso_systrack_bl.AutomationHistory

    • x_laso_systrack_bl.Compliance

    • x_laso_systrack_bl.Tools

    The user roles correspond to the Assist for ITSM tabs. For example, if you want the user to see the Automation History tab, the user needs to have the x_laso_systrack_bl.AutomationHistory role.

  4. Add the appropriate users to the ServiceNow groups that you created in the previous step. The users will get the assigned roles after you add them to the groups.

  5. Log into the ServiceNow instance with a user that has the roles required for configuration (see previous step). Search for SysTrack. The SysTrack plugins you installed will appear in the list.

  6. Open the Properties page for the Assist for ITSM plugin. (The Properties link appears below each plugin name in the menu, as shown in the preceding image.) Use the following guidelines to configure the settings:

    This example describes a cloud setup, so leave the On-Prem and Basic Auth settings blank.

    • In the SysTrack Installation Type field, enter cloud.

    • In the HTTP Protocol field, select https.

    • In the SysTrack Master Name field, enter the FQDN of the SysTrack Master.

    • In the Username field, enter the ServiceNow Accounts user.

      TIP: To create a ServiceNow Accounts user, go to select Manage Service Accounts in your SysTrack Cloud.

    • In the Password field, enter the password for the ServiceNow Accounts user.

    • In the Client Identifier field, enter the Azure client identifier. Contact Lakeside Support if you need assistance.

Select Sensors and Automations for Assist for ITSM

The sensors that you see in Assist for ITSM (on the Compliance tab) are the same as those you configured for use in Assist in SysTrack.

For Assist in SysTrack the enabled sensors are selected by a SysTrack System Administrator. All available System Checklist sensors are enabled by default, but a SysTrack user with Configure administrator rights (a SysTrack System Administrator) can edit settings and the underlying variables that determine whether the sensor is compliant from Configure. For more information, see the documentation for System Checklists.

NOTE: The Compliance Checklist in SysTrack has been renamed to System Checklist. In Assist for ITSM, the Compliance tab will retain the name Compliance, and it will display the list of sensors you have configured in your SysTrack System Checklist.

Edit the Assist for ITSM Fields and Tabs

For Service Operations Workspace only (not for Incident Management), you have the option to edit the views that control the SysTrack fields and tabs that appear on your Incidents. The fields and tabs are preconfigured to show everything you generally need. However, if you do have a need to change the views, see the steps here.