Integration with Horizon Enterprise 8

The ITSM ConnectService Desk can now extend to Horizon Helpdesk actions. Horizon Enterprise 8 issues within any ServiceNow ticket can be investigated and remediated.

Prerequisites

• Minimum Horizon version: Horizon 8.12 (2312)
• Enable CPA
• Global Entitlements added to users in Horizon. For more information, see How do I Create and Configure a Global Entitlement in Horizon Console?

Download the MID Server

1. Download the MID Server on a server that has the Horizon Connection Server (HCS) installed.

2. Open the ServiceNow instance inside your server.

3. Search for the MID Server.

4. Download the MID Server and run the downloaded MSI as an administrator.

5. Follow and complete the ServiceNow MID Server Setup Wizard.

Configure and Install the MID Server

1. Copy your ServiceNow Instance URL from the address bar.

2. On the Configure MID Server Connection Settings screen, enter your ServiceNow Instance URL.

3. On the ServiceNow screen, go to System Security > Users and Groups > Users.

4. Create a new user and assign the MID Server role.

5. Create and save a password for the user. The password will be used later.

6. On the User screen, deselect Password needs reset.

7. On the Configure MID Server Connection Settings screen, enter User ID and Password and click Test Connection.

8. Click Next to continue.

9. On the Configure MID Server Service Settings screen, enter a name for the server. The name will display in ServiceNow.

10. In the Service Account Name field, click the + to create a new account.

Note: You can create an account or use an existing account. Using an existing account, particularly one which has higher privileges, may give error.

11. After creating the account, click to Validate MID Service Settings. Click Next.

12. If an error messages displays on the Destination Folder screen, click Close to ignore it. Click Next.

Start the MID Server

1. On the Review MID Server Configuration screen, select Start MID Server after installation. Click Next.

2. On the Ready to install ServiceNow MID Server screen, click Install.

3. On the Complete the ServiceNow MID Server Setup Wizard screen, click Finish.

4. Verify that the service installed and is running.

5. In ServiceNow, verify that the MID Server is reporting to the service.

Validate the MID Server

1. In ServiceNow > MID Server, select the MID Server.

2. On the MID Server details screen, under Related Links, click Validate.

3. Set your inital selection criteria for the server being validated and click Save.

   Note: If the MID Server goes away after saving, it will come back.

Configure the ITSM Connector for Horizon Connectivity

1. In ServiceNow go to WorkspaceONE ITSM Connector > Welcome to Workspace ONE ITSM Connector Guided Setup and click Configure Horizon connection details.

2. Configure the following Horizon connection details:

• Host URL - The URL that is accessible from the MID Server. Depending on where the MID Server has been installed, the Host URL may change. In the example below, the MID Server is installed on the same server as Horizon Connection Server, host URL = https://localhost.

• Username- This is the user that will be used to call the APIs to perform Horizon actions.

• Privileges - The following must be set in Horizon:

• Manage Global Sessions - Manages global sessions.

• Manage Reboot Operation - Resets or restarts machines.

• Manage Sessions- Disconnects and logs of of sessions.

• Password - Password for the created user.

• Domain name - The domain name of the created user.

• MidServer name - The name of the previously configured MID Server.

3. Click Mark as Complete so that you can validate the connection.

4. In Validate Horizon connection details, click Configure.

5. Click Test Connection. This completes configuring ServiceNow with Horizon Enterprise 8.

Horizon Enterprise 8 with ServiceDesk Associate Roles

To use the Horizon Enterprise 8 features, a ServiceDesk associate must have the following ServiceNow roles assigned to them. Depending on the roles assigned, corresponding actions will become available in ServiceNow.

Role	Contains Role	Objective
x_omnis_ws1uem.ws1horizonuser	x_omnis_ws1uem.ws1uemuser	Basic role for Horizon integration
x_omnis_ws1uem.ws1horizonsessionreader	x_omnis_ws1uem.ws1horizonuser	Required to fetch list of sessions
x_omnis_ws1uem.ws1horizonsessionactioner	x_omnis_ws1uem.ws1horizonsessionreader	Required to perform any action on session like logoff, disconnect, reset, restart
x_omnis_ws1uem.ws1horizonadmin	x_omnis_ws1uem.ws1horizonsessionactioner	Required to update Horizon configuration

Using Horizon Enterprise 8 with ServiceNow

1. Open a ServiceNow ticket and click Workspace ONE ITSM.

2. Click the Horizon tab. By default, the userID of the caller is used to retrieve the caller’s sessions. The Service Desk administrator can also search for a userID or an email ID to get a list of users.

   Tip: Add a blank space in the search field and click Search Horizon Users for a list of all Users

3. Click View Sessions.

4. Select a single or multiple sessions to take actions.