Deployment Guide

Steps
1. Go to Services > Device Management > Manage Assets.
The Manage Assets page is displayed.
2. Click Integrate with ServiceNow.
The ServiceNow Case Management Integration page is displayed.
3. From the Select SupportAssist Site list, select a site.
NOTE: The site displayed in the Select SupportAssist Site list is the company name that you entered for the
SupportAssist configuration file.
NOTE: Selecting a site enables TechDirect to forward alerts that are generated from all systems in the site to
ServiceNow.
4. Clear Inactivate (continue managing SupportAssist Alerts in TechDirect).
5. For SupportAssist to automatically create an incident in ServiceNow, perform the following steps:
a. Select Use ServiceNow Instance.
b. Enter the ServiceNow instance ID, username, password, and failure notification email address.
NOTE: If SupportAssist is unable to automatically create an incident in ServiceNow, an email is sent to the email
address provided in the Failure Notification box.
c. Click Create a test incident in ServiceNow to send a test alert to your ServiceNow instance.
6. For SupportAssist to send alerts to ServiceNow by email, perform the following steps:
a. Select Use Email.
b. In the Alerts Notification box, enter the email address to which you want to send the SupportAssist alert details.
c. Click Create a test incident in ServiceNow to send a test email to the email address entered in the Alerts
Notification box.
7. Click SAVE.
Disable ServiceNow integration
Prerequisites
Sign in to TechDirect with Device Management Administrator rights.
About this task
You can disable the integration of SupportAssist alerts with your ServiceNow solution.
NOTE:
After ServiceNow integration is disabled, you can manage SupportAssist alerts using the SupportAssist Alerts
page in TechDirect.
Steps
1. Go to Services > Device Management > Manage Assets.
The Manage Assets page is displayed.
2. Click Integrate with ServiceNow.
The ServiceNow Case Management Integration page is displayed.
3. From the Select SupportAssist Site list, select the required site.
NOTE:
The site displayed in the Select SupportAssist Site list is the company name that you entered during
SupportAssist configuration.
4. Select Inactivate (continue managing SupportAssist Alerts in TechDirect).
5. Click SAVE.
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Managing SupportAssist alerts in TechDirect