LogMeIn support sites no longer support Microsoft's Internet Explorer (IE) browser. Please use a supported browser to ensure all features perform as they should (Chrome / FireFox / Edge).

The GoTo support site no longer supports Safari 15. Please upgrade your browser to Safari 16 (or newer) or switch to a supported browser such as Google Chrome, Mozilla Firefox, or Microsoft Edge.

Looking to add seats to your Rescue subscription or get a demo of Mobile Support or Camera Sharing? Request a quote.

We are currently experiencing an unplanned outage for this product. View Service Status
  • Support
  • Products

    Explore support by product

    GoTo Connect

    All-in-one phone, meeting and messaging software

    GoTo Meeting

    Video and audio meeting software

    GoTo Webinar

    All-in-one webinar and virtual events software

    GoTo Room

    Conference room hardware

    GoTo Training

    Online training software

    OpenVoice

    Audio conferencing software

    Grasshopper

    Lightweight virtual phone system

    join.me

    Video conferencing software

    LogMeIn Resolve

    IT management & support

    LogMeIn Resolve MDM

    Mobile device management

    LogMeIn Pro

    Remote device access

    LogMeIn Central

    Remote monitoring & management

    LogMeIn Rescue

    Remote IT support

    GoToMyPC

    Remote desktop access

    GoToAssist

    Remote support software

    Hamachi

    Hosted VPN service

    RemotelyAnywhere

    On-prem remote access solution
  • Community
  • Trainings
  • Service Status
  • LogMeIn Returns as GoTo's IT Portfolio Brand

    LogMeIn is back as the name behind our IT products.

    Read the full announcement.
    Want to try a download free option?

    Try the new web console experience!

    Rescue WebTC
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • Contact Support
  • Service Status
  • User Avatar User Avatar
    • Support
    • Contact Support
    • Browse Products
    • Service Status
    • Community
    • Trainings
    • Sign in
    • User Avatar
    • My Account
    • Personal Info
    • Sign In & Security
    • Billing Center
    • https://link.goto.com/myaccount-billing
    • My GoTo Connect
    • My Meetings
    • My Webinars
    • My Trainings
    • My Conferences
    • My Resolutions
    • My Mobile Devices
    • My Sessions
    • My Sessions
    • My Incidents
    • Sign out
  • Customization and Integration
  • Customization
  • Integration
  • Complex integrations
  • ServiceNow integration
  • Integration of LogMeIn Rescue and ServiceNow
product logo
Back button image Back
Back button image
product logo

Using the ServiceNow/LogMeIn Rescue Connector

Articles related to customization are written for a technical audience who have experience in web development. Knowledge of HTML, CSS, and JavaScript are required.

Technicians follow these steps to take advantage of the ServiceNow/LogMeIn Rescue integration.

Before you begin: The instructions below also apply when using the Case record type.
Note: To be able to use the ServiceNow connector, you must have at least “soap_upate” and “itil” roles.
  1. In ServiceNow, create and save a new incident.
    Important: The incident must be saved in ServiceNow before a LogMeIn Rescue PIN can be generated.
  2. Click Generate LogMeIn Rescue PIN.

    Result: The Generate LogMeIn Rescue PIN window is displayed.

  3. Enter your LogMeIn Rescueuser name and password.
  4. Enter your ServiceNow Password.

    Result: If you enter an invalid ServiceNow password, the PIN is generated, but upon session end the activity log will be emailed to the technician rather than synchronized with ServiceNow.

  5. Click OK.

    Result: A LogMeIn Rescue PIN is generated. Depending on email configuration, the technician receives an email with the PIN and sees a pop-up in ServiceNow, while the customer receives a PIN with a link to create a LogMeIn Rescue session.

    Remember: Receiving an email with the PIN code also depends on related settings on the Settings page of LogMeIn Rescue Integration in ServiceNow. See Configure ServiceNow.

  6. Manage the session in LogMeIn Rescue.

    Result: Upon session end, the following information is synchronized from LogMeIn Rescue to ServiceNow:

    • All chat dialog
    • All session history and actions
    • All information entered into the Notes & History tab during the session

What to do next:
Tip: Refresh the ServiceNow incident to see the synchronized information.
Parent article: Integration of LogMeIn Rescue and ServiceNow
Previous article: Configure a local ServiceNow service account
Related Articles:
  • Integration of LogMeIn Rescue and ServiceNow
  • Configure a local ServiceNow service account
Article last updated: 30 June, 2023
You are viewing the latest version of this article.

Need more help?

Contact icon Contact support
Community icon Ask the Community
Training icon Attend trainings
Video icon Watch videos
  • Language selector icon Language selector icon
    • English
    • français
    • italiano
    • Deutsch
    • español
    • português
    • Nederlands
  • About Us
  • Terms of Service
  • Privacy Policy
  • Trademark
  • Do Not Sell or Share My Personal Info
  • Browse Products
  • Copyright © 2025 GoTo Group, Inc. All rights reserved

Collaboration Products

GoTo Connect

GoTo Meeting

GoTo Webinar

GoTo Training

join.me

Grasshopper

OpenVoice

Remote Solutions Products

GoTo Resolve

Rescue

GoToAssist

Access Products

Pro

Central

GoToMyPC