Upgrading your ServiceNow + ScreenMeet application

Upgrading your ServiceNow application (2.5+ -> latest)

Upgrading your ServiceNow application is simple. Depending on the age of your package, you may be required to update some settings, as discussed below.

First, determine what version of the ScreenMeet Application you have by going to All > My Company Applications > look for ScreenMeet under installed > it will show you what version number is installed.

• Pull the latest version of the ServiceNow ScreenMeet application from the ServiceNow store

  • https://store.servicenow.com/sn_appstore_store.do#!/store/application/10bec847db946010d10fd1d3ca961916/2.7.4?referer=%2Fstore%2Fsearch%3Flistingtype%3Dallintegrations%25253Bancillary_app%25253Bcertified_apps%25253Bcontent%25253Bindustry_solution%25253Boem%25253Butility%25253Btemplate%25253Bgenerative_ai%25253Bsnow_solution%26q%3Dscreenmeet&sl=sh

• Install it in either a lower environment or production based on your requirements.

• Navigate to console.screenmeet.com as a ScreenMeet administrator.

• Navigate to Organization -> Settings and Policies

• Navigate to ServiceNow integration

• Click on "Configure" at the bottom of the page.

• If the configuration step above fails, see the resolution steps below.

Resolution for configuration/validation failing

• Navigate to the ServiceNow instance as an administrator.

• Search OAuth in the Filter Navigator at the top left of ServiceNow

• Inside of the System OAuth category of ServiceNow → click Application Registry

  • Click on ScreenMeet Connect

  • Click the lock icon next to the Client Secret field -

  • If this displays a long random string, the integration will not work successfully.

    • Replace the Secret with Gfjkhfs48fhs

    • Click on "update"

    • Refresh the ServiceNow incident/object that the widget is being used on

  • If the ScreenMeet component still perpetually spins, log into the ScreenMeet console referenced in Resolution #1 and click on configure and validate instance again.

• If this does not correct the issue, ensure the Service account username/password are valid/accurate.

  • If further assistance is needed/the above does not resolve the issue, please open a support desk ticket below for further assistance.

  • https://screenmeet.atlassian.net/servicedesk/customer/portal/2/group/2/create/9

Upgrading your ServiceNow application (legacy installations - 2.x -> 2.5+)

As of version 2.5, ScreenMeet requires a service account to be set up as part of your instance configuration.

To reduce downtime during the upgrade process, please follow these steps in the sequence provided:

1. Set up your service account

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

• Choose the 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

• Add the following roles to the user:

  • x_prois_sm.remote_support

  • x_prois_sm.service_account

• Save the user

• Ensure that the user is configured such that their password never expires to avoid service interruption

2. Enter service account info into ScreenMeet console

Make sure you are signed in with an account which has either the admin or x_prois_sm.remote_support_admin roles.

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

• Click on "Service-Now" as the login method
  

• Enter your instance URL into the text box

• Click on "Universal" as the instance type

• Click on "Sign in to My Service-Now Instance"

• Accept the ScreenMeet Connect permissions dialog
  

• While logged in as an Administrator, navigate to the ScreenMeet Settings page: https://console.screenmeet.com/organization/config

• Click on Service-Now Integration

• Leave the User Service Account toggle in the OFF state for now

• Enter the Service Account Username

• Enter the Password for Service Account

• Click Save Configuration

3. Install the new app (version 2.5 or later) in your instance

Install the ScreenMeet app via the standard app store process on your instance.

At this point the app integration state will be broken

You must follow the next two steps in order to restore the app functionality

4. Toggle the "Use Service Account" in ScreenMeet Console

• Return to the ScreenMeet console -> ServiceNow integration

• Toggle the User Service Account toggle to the ON state

• Click on Save Configuration

• Click on Configure and Validate Service-Now Instance

• Once you see a green checkmark, everything should be working normally