SupportAssist for Business PCs Administrator Guide

Connect to an external solution

1. From the TechDirect dashboard, go to Connect and manage > Manage PC fleet > Connect and manage PCs > Manage > Settings > External solutions.
   The External solutions page is displayed.
2. Click Connect to a solution.
3. Enter a solution name.
   Ensure that you enter a unique name between 3-50 characters that contain letters, numbers, space, and one of these special characters . # -
4. For SupportAssist to automatically create an incident in ServiceNow, perform the following steps:
   1. Select Use ServiceNow Instance.
   2. Enter the ServiceNow instance ID, username, password, and failure notification email address.
      NOTE:If SupportAssist is unable to automatically create an incident in ServiceNow, an email is sent to the email address provided in the Failure notification box.

      NOTE:For a technical support alert, if an incident is already open in ServiceNow for a PC, the forwarded alert is appended to an existing incident in ServiceNow.
   3. Click Create a test incident in ServiceNow to send a test alert to your ServiceNow instance.
5. For SupportAssist to send alerts to ServiceNow by email, perform the following steps:
   1. Select Use Email.
   2. In the Alerts Notification box, enter the email address to which you want to send the SupportAssist alert details.
      NOTE:A forwarded alert creates a new incident in ServiceNow.
   3. Click Create a test incident in ServiceNow to send a test email to the email address entered in the Alerts Notification box.
6. Click Connect.