1
1.0.0
Yokohama, Xanadu, Washington DC
The ISL Online Remote Support Integration allows ServiceNow users to securely launch and manage remote desktop sessions directly from within ServiceNow tickets.
Sessions can be started from any task-based ticket type, such as incidents, problems, change requests, and service requests. Ticket details like the ID and client email are automatically passed into the ISL Light session for a seamless setup.
Agents can invite clients using ServiceNow’s communication tools, view session status (waiting, active, paused, ended), and end sessions from the ticket interface. Once a session ends, session information and chat transcripts are logged as work notes in the ticket.
ISL Light provides full in-session support for chat, file transfer, screen sharing, session recording, audio and video calls, multiple monitors, whiteboard tools, restart and reconnect, and more.
- Launch remote desktop sessions directly from ServiceNow tickets.
- Invite clients using ServiceNow's built-in communication tools.
- View and control session status (waiting, active, paused, ended) directly in the ticket.
- Automatically log session info and chat transcripts into work notes.
- Authenticate securely using OAuth2 and pass ticket data (ID, email) into ISL Light.
- Compatible with Classic UI and Service Operations Workspace.
- Full in-session support for chat, file transfer, screen sharing, session recording, audio/video calls, multiple monitors, whiteboard tools, restart & reconnect, and more.
Initial release (4.4.20250325):
- Launch ISL Light sessions directly from ServiceNow tickets.
- Automatically populate session with Ticket ID and client email.
- Invite clients to the session using ServiceNow's communication system.
- Display live session status (waiting, active, paused, ended) within the ticket.
- End session from the ticket via API command (drop).
- Post session info and chat content into ServiceNow ticket as work notes.
- Secure OAuth2-based application authorization.
- Support for MPC/SL (self-hosted) users.
- Full support for classic view and Service Operations Workspace.
ISL Light system requirements are available here: https://www.islonline.com/r301/?type=help&program=isllight&topic=isllight-system-requirements