Guided Setup

ScreenMeet ServiceNow Integration Setup Guide

This guide walks system administrators through configuring the ScreenMeet application in ServiceNow after it has been installed in your ServiceNow instance.

The ServiceNow Guided Setup streamlines the process by organizing required and optional tasks in one place. To enable core functionality, administrators must complete role assignment and service account configuration.

Access Guided Setup

1. Navigate to All

2. Search for ScreenMeet

3. Select Guided Setup

4. Click Get Started for each applicable section

Required Steps

The Assign User Roles and Configure ScreenMeet Service Account steps must be completed for the integration to function.

1. Assign User Roles

Assign the appropriate roles to users and administrators. These can be assigned directly to the user or through groups.

• Agents: Assign x_prois_sm.remote_support to allow session creation

• Recommendation: Add itil role to prevent permission issues

• Administrators: Assign x_prois_sm.remote_support_admin

• Session Viewers: Assign x_prois_sm.sessions_user

Important

Administrators must also have the x_prois_sm.remote_support role to create ScreenMeet sessions.

2. Configure ScreenMeet Service Account

Create User for ScreenMeet Service

A dedicated service account is required for API communication.

1. Create a new user (e.g., ScreenMeet Service Account)

2. Set a password for later use in the ScreenMeet console

3. Set Identity Type to Machine

4. Assign roles:        

   • x_prois_sm.remote_support

   • x_prois_sm.service_account

5. Save the user

6. Record the User ID for later user

Best Practice

Configure the service account password to never expire to prevent integration disruptions.

Configure OAuth Client

1. Navigate to Configure Authentication

2. Click Configure

3. Confirm execution of the script

4. Verify success message

5. If the script is unsuccessful you can do this step manually. A successful script is not required for the integration to work

6. Navigating to Application Registries

7. Click ScreenMeet Connect

8. Click the lock to view the Client Secret field and verify that is has the correct value. This can be found in the ServiceNow Guided Setup.

9. Click Update

Configure OAuth UserAccount Scope

OAuth Scope Requirement

The useraccount scope must be added to the ScreenMeet Application Registry to enable proper authentication.

1. Navigate to All

2. Click Application Registries

3. Click ScreenMeet Connect

4. Set Application Scope to ScreenMeet

5. Locate the Auth Scope related list

6. Add useraccount

7. Save changes

Alternative Option

You may set Scope Restriction to Broadly Scoped if scope modification is not feasible. Review security implications before applying.

Sign into ScreenMeet Console as an Administrator

1. Sign in with an account which has either the admin or x_prois_sm.remote_support_admin role assigned

2. Go to https://console.screenmeet.com/servicenow

3. Select ServiceNow login

4. Enter your instance URL

5. Authenticate and accept permissions

Configure ServiceNow Integration

1. Navigate to Organization → Settings & Policies → ServiceNow Integration

2. Enable Use Service Account

3. Enter User ID and Password

4. Click Save

5. Click Configure and Validate

6. After successful validation, the integration is configured and ready to use

3. Configure UI (Classic and Workspace)

ScreenMeet can be added to forms, related lists, and workspace components.

• Add ScreenMeet widget via Form Designer

• Add ScreenMeet Sessions related list

• Configure workspace sidebar component

4. Extend to Other Tables

ScreenMeet adds support for tables which extend from Task or Interaction by default. ScreenMeet supports custom tables through relationship and formatter configuration.

• Create relationship to ScreenMeet Sessions table

• Add UI Formatter for classic UI

• Apply to desired tables

5. AI Summary Setup

Enable AI Summary by assigning the required role.

• Add the x_prois_sm.ai_summarization role to the ScreenMeet Service Account