As a ServiceNow Administrator, you must first install the app to your ServiceNow account.

1. In ServiceNow, go to All > System Applications > All Available Applications > All.
2. Search for GoTo Resolve and select Install.

   In the Install dialog box that is displayed, any dependencies that are installed along with your application are listed.

3. If you are prompted, follow the links to the ServiceNow Store to get any additional entitlements for dependencies.
4. Select Install
   This will add GoTo Resolve to your ServiceNow account.
5. Let your agents know that they can now use GoTo Resolve to start remote support sessions from ServiceNow.

Learn how to configure the GoTo Resolve app in ServiceNow by adding the necessary roles, creating an OAuth client, and updating the OAuth application registry.

1. In ServiceNow, go to System Security > Users or Groups.
2. Make sure the following roles are added to the users of the App:
   • itil or incident_manger
   • x_lomei_goto_res.user
   
3. On the GoTo developer center add a new OAuth client.
   1. Navigate to https://developer.logmeininc.com/clients.
   2. Sign in with your GoTo Resolve credentials.
   3. Click + Create a new client and add the following details:
      • Client name: use your Company Name
      • Redirect URIs: add https://[INSTANCE].service-now.com/oauth_redirect.do for each of your ServiceNow instances. Use your instance name instead of [INSTANCE].

      
      
   4. Click Next.
   5. On the Scopes tab, select GoToAssist Remote Support or Service Desk.
   6. Click Save.
   7. On the Credentials tab, copy the Client ID and Secrets to a safe place. You will need these later.
   8. Select the I have stored the client secret option.
   9. Click Done.
4. In ServiceNow, go to System OAuth > Application Registries.
   1. Search for GoToResolveOAuthClient.
   2. In the Client Secret field, paste the 'secret' from the previous step.
   3. Edit the Client ID field: use the one from the previous step
   4. Edit the Redirect URL field: Use your instance in the URL
   5. Click Update in the top-right corner.
5. Add a Global Access Control list rule to restrict access to the token to the current user.
   1. Login as System Administrator and elevate role to security_admin.
   2. Verify the applications scope is Global.
   3. Go to System Security > Access Controls > New.
   4. Set the following:
   • Type = record
   • Operation = read
   • Name = oauth_credentials.token_received
   • Condition = ”User is (dynamic) Me”
   • Role = x_lomei_goto_res.user
   
6. Verify that the app works as expected:
   1. Open a ServiceNow incident.
   2. Make sure you see two buttons at the top, labelled Share GoTo Resolve Link and Join my GoTo Resolve Session, and the GoTo Resolve Remote Session tab in the middle of the page. Make sure you can open the tab.
      
   3. Click Share invite in ticket.
      A GoTo Resolve session is created and the link is displayed.
      

      A comment to the end user is also created in the Notes tab.

   4. Click Join my session and a new browser window will be opened for the agent to control the GoTo Resolve remote session.
   5. Clicking End session closes the GoTo Resolve remote session.

   For more information, see Starting Instant Support Sessions.

1. Open a ServiceNow incident.
2. At the top of the page, select GoTo Login to sign into your GoTo Resolve account.
3. Create a remote support session link by doing one of the following:
   • At the top of the page, select Share GoTo Resolve Link.
   • On the GoTo Resolve Remote Session tab, select Share invite in ticket.
   The support session link is added to the Notes tab of the incident. You can also send the link to your end user in an email or through another messaging tool.
4. Start the remote support session by doing one of the following:
   • At the top of the page, select Join my GoTo Resolve Session.
   • On the GoTo Resolve Remote Session tab, select Start a session.
   The GoTo Resolve Console opens in a new tab. You are prompted to sign in to your GoTo Resolve account if you haven't already.
5. Ask the end user to open the message, and click the link to join the support session.
   A new browser tab is opened on the end user's device displaying the session chat panel.
6. Wait for the end user to join.
   Now you are in a chat session with the end user.
7. Ask the end user to click Download application in the chat window, so that they can download and run the support application required to establish a support session.
   A remote control support session is established.
8. In the Console click anywhere into the screen of the end user to initiate actual remote control.