Install the Integration Application

From this article you can learn how to install the integration application.

Rescue ServiceNow Integration primary app

Note: The Rome release integrated the cases application and the incident application into one app.

This section provides instructions for installing the main integration.

Download the LogMeIn Rescue Integration application.
1. In the ServiceNow Store, navigate to the ServiceNow listing for LogMeIn Rescue.
2. Click Get.
  Result: You are prompted to enter your HI credentials.
Install the LogMeIn Rescue Integration application.
1. Log in to the ServiceNow instance on which you want to install the application.
2. Navigate to System Application > Applications.
3. Click the Not Installed tab.
4. Locate the app, and click Install.
  Result: Your app is automatically installed onto your instance.

Configure LogMeIn Rescue

You can learn from this article how to configure LogMeIn Rescue in ServiceNow

Define a Global Single Sign-On Password

Define a global single sign-on (SSO) password and obtain your unique company ID from LogMeIn Rescue.

Log in to your LogMeIn Rescue account and open the Administration Center.
Under Global Settings > Single Sign-On, define a global SSO password, and obtain your unique company ID.
Write down both the SSO password and the unique company ID, and save them for later use.
Click Save changes.

Define a Single Sign-On ID for each technician

Repeat the following steps for each LogMeIn Rescue technician who is a ServiceNow agent using the integration.

Log in to your LogMeIn Rescue account and open the Administration Center.
Select the technician in the LogMeIn Rescue Administrator Center, under Organization.
On the Technician Configuration screen, enter the technician's email address as their Single Sign-On ID.

Note: The technician's email and SSO ID need to match the email address field in their ServiceNow user record.
Click Save changes.

Link LogMeIn Rescue Back to ServiceNow

You can learn from this article how to link Rescue back to ServiceNow.

Log in to your LogMeIn Rescue account and open the Administration Center.
On the Organization Tree, select the Technician Group you want to work with.
Select the Settings tab.
Set Exporting session data as follows:
Under Exporting session data type the URL applicable to your LogMeIn Rescue account type in both the Post session details to URL when session is started by technician and the Post session details to URL when session is ended by technician fields:
- For global accounts: https://secure.logmeinrescue.com/integration/api/servicenow/sessiondetails?instance=INSTANCENAME
- For EU accounts: https://secure.logmeinrescue.eu/integration/api/servicenow/sessiondetails?instance=INSTANCENAME
- For Enterprise accounts: https://secure.logmeinrescue-enterprise.com/integration/api/servicenow/sessiondetails?instance=INSTANCENAME
- For EU Enterprise accounts: https://secure.logmeinrescue-enterprise.eu/integration/api/servicenow/sessiondetails?instance=INSTANCENAME
Note: ?instance=ven01026 identifies the instance query. In this example ven01026 denotes the instance in the https://ven0126.service-now.com address. As of March 2021 the instance query is mandatory when the OAuth token expires and a refresh request is sent to the LogMeIn Rescue Server.
Result: For Post session details, select as JSON.

Important: HTML Form parameters and XML data are not supported.
Save your changes.
- Click Save changes to apply settings to the current Technician Group
- Click Save changes to subgroups to apply the settings to the current Technician Group and all of its subgroups
- Click Save settings to all groups to apply the same settings to all Technician Groups in your organization

Upgrading the application

If you are upgrading this application from a prevous version and you do not have Customer Service installed, do the following:

As a user with the LogMeIn admin role, navigate to Integration > LogMeIn Rescue > Source Code and Scripts > Fix Scripts.
Open Check for CSM FixScript.
Click Run Fix Script.

Parent article: Integration of LogMeIn Rescue and ServiceNow

Next article: Configure a local ServiceNow service account

Article last updated: 14 March, 2024

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