TeamViewer Remote Support Integration
Supercharge Your Service Desk With TeamViewer's All-In-One Remote Support Solution
ServiceNow Store
About
The TeamViewer integration for ServiceNow enables remote support for managed devices directly from the ServiceNow dashboard, easily initiating remote sessions. The integration provides ultra-easy collaboration while streamlining work processes as customers join the session by a simple click and you received notification when a customer is online. Pre-built integrations are easy and make your experience seamless. Easily accessible in 30+ languages installed on over 1.8 billion devices worldwide, TeamViewer is the global leader in remote connectivity, support and online screen sharing in real time. Easily deployable on both Android and iOS devices, you can create a remote support session directly from your ServiceNow incident record and troubleshoot effortlessly – on the road or in the office.
Key featureKey Features of
Initiate a support service case directly from a ServiceNow Incident, Problem, Service Request, Change Request or any other Task-derived form.Share the service case link directly from the integration with pre-configured email templates.Gain control remotely of the caller’s deviceSingle-click functionality connects the callerSee connection report with supporter’s notes directly in the Incident.“Active sessions” view to empower agents to monitor multiple connections requests in one view and get in-browser notifications once end users come onlineCompany wide connection reports for admins with support for scheduled job to refresh reports automatically.Super secure remote support – All sessions are completely encrypted
Release Notes
1.1.0Change app properties to lockedRemoved connection with incident in all custom tablesMake UI formatters enabled on Task table (also on inherited tables) available components listAuto load TeamViewer section on all forms whose entity is inherited from Task, in which admin has added TV UI formattersChange server code to work with sys_id and any table, not only with incident2.0.1Addition of TeamViewer control and reporting widgets to Problem, Change Requests and Service Requests modulesAddition of automatic Customer link sharing via email for service cases created from SN console. Support for pre-configured email templates.Implemented module specific connection reportingOnline service case screen that shows all active sessions and end user status (online/offline) for more efficient handling of multiple requests in parallelCompany-wide connection reports for admins with support for scheduled jobs for automatic updates.2.0.2Compatibility with ServiceNow Madrid release2.0.3Compatability for ServiceNow Quebec Release