Guided Setup

  • Updated on Feb 23, 2026
  • Published on Dec 23, 2020
  • 6 minute(s) read
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This Guided Setup in ServiceNow provides step-by-step instructions to help you configure the ScreenMeet application and set up your users to start using ScreenMeet.

After installing the application, search for Screenmeet in the All search, then click on Guided Setup

Click Get Started for each section that is applicable to you and complete each task. The steps Assign User Roles and Configure ScreenMeet Service Account are required while the other steps are optional.

Assign User Roles:

Configure roles for users who will have access to ScreenMeet.

  • Assign ScreenMeet Agents

    • Assign the x_prois_sm.remote_support role to groups or individual users who will be authorized to use ScreenMeet. This role is required to create sessions on the platform. It is also recommended to add the itil role to any users who use ScreenMeet to avoid some permission issues.

  • Assign ScreenMeet Administrators

    • Assign the x_prois_sm.remote_support_admin role to users who will have administrative rights to ScreenMeet. These users will be able to sign into https://console.screenmeet.com and change organization settings and policies, manage users, run data exports and more.

      • Note: You still need to add the x_prois_sm.remote_support role to a ScreenMeet administrator in order to create ScreenMeet sessions.

Configure ScreenMeet Service Account:

ScreenMeet requires a service account to be configured as of version 2.5. The service account is used to streamline API communication between the two platforms.

  • Create User for ScreenMeet Service

    • Create a new user named ScreenMeet Service Account or other desired name

    • Choose the user’s password (you will need to enter this later in the ScreenMeet console)

    • Check off "Web service access only" to restrict regular logins as this user

      • Web service access only is now read-only in ServiceNow. Please use the Identity type field and select Machine to restrict regular logins as this user. If you do not see Identity Type this may not be on your user records form. Please contact your ServiceNow Admin to show this field on the user record.

    • Add the following roles to the user:

      • x_prois_sm.remote_support

      • x_prois_sm.service_account

    • Save the user

    • Optional: Configure the user so that their password never expires to avoid service interruption

    • Take note of the User ID (not the user name) for this user. You will need this later to copy into the ScreenMeet console.

  • Configure Oauth Client

    • Click the Configure button on the guided setup step to ensure the Oauth Client is configured correctly. Alternatively, search for Configure Authentication under ScreenMeet in the All navigation.

    • This runs a script in a new tab → click Confirm

    • A successful completion will show the following at the end of the script: x_prois_sm: Authentication was configured successfully.

    • This action can be performed at any time by searching for Configure Authentication under ScreenMeet in the All navigation.

  • Sign into ScreenMeet console as an Administrator

    • Make sure you are signed in with an account which has the x_prois_sm.remote_support_admin role.

    • Navigate to https://console.screenmeet.com/servicenow

    • Click on Service-Now as the login method

    • Enter your instance URL into the text box

    • Click Universal as the instance type

    • Click Sign in to My Service-Now Instance

    • Accept the ScreenMeet Connect permissions dialog

  • Configure ScreenMeet with Service Account Credentials

    • Click Organization → Settings & Policies → Service-Now Integration

    • Enable Use Service Account (v2.5+)

    • Enter the Service Account User Id in the Service Account Username field

    • Enter the Password for Service Account

    • Click Save

    • Click Configure and Validate Service-Now Instance

    • If you see a green checkmark the operation was successful and we were able to configure and validate your Service-Now Instance

Configure View for Classic UI (UI 16):

Perform these steps if you intend to use ScreenMeet from the Service-Now classic UI.

  • Add ScreenMeet to Form(s): Follow these steps if you wish to add ScreenMeet to a desired Form. By default, ScreenMeet is available for any table which extends from Task or Interaction. For other tables, please refer to the advanced configuration steps for extending support to other object types.

    • Click Configure to open the Incident Form Designer

    • Pick the Table and View you wish to add ScreenMeet to from the top menu

    • Add a new Section to your form by clicking on the + icon from another section.

    • Type ScreenMeet in for the section header

    • Scroll the left menu down to the Formatters section from the field picker, then drag the ScreenMeet Widget into the newly created section

    • Click Save in the top right

  • Add ScreenMeet Related List: To view session history associated with an object, you will need to add the ScreenMeet Sessions related list to the desired view. By default, this related list will be available for tables which extend from either Task or Interaction. To add to other objects, please see the section on extending support to other tables.

    • Open the object of choice from the classic UI

    • Click the hamburger menu in the top left, then click Configure → Related Lists

    • Find ScreenMeet Sessions in the slush bucket menu and add it to the Selected set in the desired order position.

    • Click Save

Configure Agent Workspace(s):

The ScreenMeet app includes an Agent Workspace component which allows ScreenMeet to be used from the Contextual Sidebar. By default, the ScreenMeet component will automatically be available from any object which extends from Task or Interaction.

  • Add Related List to Workspace View

    • Click Configure to open the default Agent Workspace. Alternatively, if you have configured different workspace applications, open your workspace of choice

    • Click on your user avatar in the top right to expand the options menu

    • Click Configure Page → Related Lists

    • Find ScreenMeet Sessions in the Available list and add it to the Selected list

    • Click Save

  • Add the ScreenMeet Component to other Objects: If the ScreenMeet component is not automatically available from the Contextual Sidebar on the desired object (look for the headset icon), you can add it to the workspace in a few simple steps.

    • Click Configure to open the Contextual Sidebar Assignments configurations

    • Click New at the top of the page

    • Enter the following data:

      • Action Label: ScreenMeet

      • Action name: ScreenMeet

      • Implemented as: UI Component

      • UI Component: prois-universal-component

      • Icon: headset-fill

      • Workspace: <Choose your desired workspace>

      • Table: <Choose your desired table/object>

      • Active: checked

      • Order: 700 or other value depending on preference

      • Tooltip: ScreenMeet Remote Support and Video

      • Description: Start a Video Chat, Screenshare, Remote Take-Over, or Co-browse session.

    • Click Submit

Extending ScreenMeet to Other Tables:

Out of the box, ScreenMeet adds support for tables which extend from Task or Interaction. However, ScreenMeet can easily be added to any Table / view in the platform, whether it's a Service-Now native object, an extension, 3rd party vendor app, or your own custom tables and workflows. Follow these steps to add ScreenMeet anywhere you need in your Service-Now instance.

  • Add Relationship between ScreenMeet and other Table

    • Click Configure to open the New Relationship creation form.

    • Enter the following data into the form:

      • Name: Enter the desired name for the list, eg "ScreenMeet Sessions"

      • Applies to table: <your table>

      • Queries from table: ScreenMeet Sessions [x_prois_sm_sessions]

      • Query with: (function refineQuery(current, parent) {current.addQuery('parent_object_sys_id', parent.sys_id);})(current, parent);

      • Click Submit

  • Create UI Formatter (for classic UI only)

    • Click on Configure to open the New UI Formatter form

    • Fill in the following information:

      • Name: ScreenMeet Formatter

      • Formatter: x_prois_sm_ScreenMeet_Widget.xml

      • Table: <your table>

      • Click Submit

    • Once this process is complete, you will be able to add the new UI Formatter to forms from your table. Please refer to the "Configuring Views for Classic UI" section for instructions on how to add the Formatter to your forms.

AI Summary Setup:

If you wish to use ScreenMeet's AI Summary feature within ServiceNow, you will need to add one additional role your ScreenMeet Service Account user. Follow these steps to allow AI Summary to integrate with your instance.

  • Give AI Summary permission to the Service Account Role

    • Locate your ScreenMeet Service Account user record

    • Click the Roles tab and click Edit

    • Find x_prois_sm.ai_summarization from the Collection list and add it to the user

    • Click Save