In April 2022, we announced the plans to offer a series of advanced endpoint management solutions and launched the first solution an add-on to Microsoft Intune, Remote Help. This capability provides a secure, cloud based remote assistance solution for Windows commercial users. Today, we are pleased to announce that we will add value to that add-on for customers who also use ServiceNow as their IT service management solution. We are really excited about this added value as it will also be part of the future suite of advanced management solutions announced today at Microsoft Ignite 2022.
Support organizations have had to make big changes over the past few years and need all the tools at their disposal to quickly and efficiently resolve workers' technology issues. To help address that need, we are also announcing a new integration between Intune and ServiceNow to improve the ability for IT to use Intune to troubleshoot endpoint related issues. The new ServiceNow integration will help helpdesk agents who use ServiceNow to view incidents and who are licensed to use Remote Help to see the "big picture" facing an employee's technology issue. When released, this new capability will allow agents to view ServiceNow incidents directly from the Troubleshooting blade with the Microsoft Endpoint Manager admin center.
The ServiceNow connector
To get started, you'll need to have an active Remote Help trial or add-on license and then configure the ServiceNow connector to establish a connection between Intune and your ServiceNow instance. For more information, see Use remote help with Intune.
Here's an example of a ServiceNow connector:
Intune Troubleshooting incident view
With the ServiceNow connector verified and enabled, you will be able to view a real time list of ServiceNow incidents for a worker. To do this, use the Troubleshooting view. Navigate to the Troubleshooting blade and choose a user. For the example here: Chris Green. You'll notice the troubleshooting preview in the view below. Recently, we updated the Troubleshooting functionality which will soon roll out in public preview such as an overview page showing summary status for each workload with navigational tabs for each workload that drill to the workload's corresponding details.
Chris has one open incident as we can see in the summary at the bottom, and there's a new tab "ServiceNow Incidents".
Selecting the tab brings up a list of associated incidents for the selected user – in this case incidents submitted by Chris Green. This helps you understand whether other issues have been previously submitted by employees that may be related or have recurred.
ServiceNow incident view
The incident list also includes a link to the source incident in ServiceNow. By selecting the link and given the appropriate permissions in ServiceNow, agents launch the incident view in ServiceNow and can view full incident details.
We invite you to see the demonstration of this new capability in the Microsoft Ignite session, Microsoft makes endpoint management and protection easy – when it’s consolidated across platforms in.... This new capability will be available in public preview and included with the Remote Help add-on early next calendar year.
We look forward to hearing how this capability will be helpful for your helpdesk and support agents. We'd love to hear from you so if you have any questions or comments for the Intune team, reply to this post or reach out to @IntuneSuppTeam on Twitter.