---
title: "Configure Assist for ITSM (SysTrack Cloud)"
slug: "configure-assist-for-itsm-systrack-cloud"
updated: 2026-03-10T10:58:12Z
published: 2026-03-10T10:58:12Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://documentation.lakesidesoftware.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Configure Assist for ITSM (SysTrack Cloud)

The following sections explain how to configure ServiceNow to integrate with the cloud version of SysTrack.

## Cloud SysTrack Integration Prerequisites

To integrate ServiceNow and a cloud version of SysTrack, you need the following items.

| Item | Description |
| --- | --- |
| ServiceNow HI account access | Allows the downloading of SysTrack apps |
| Supported release of ServiceNow | Required release for SysTrack apps |
| ServiceNow ITSM module installed | Required for Assist for ITSM plugin |
| ServiceNow account with Admin role | Required to configure the integration |
| Tenant Admin account | Required for configuring the service account, password, and IIS configuration |
| SysTrack Administrator account | Account with rights to access SysTrack Configure |
| Azure B2C client identifier | Call Lakeside Support for this information |

### Multi-Domain ServiceNow Instances

If you are in a multi-domain ServiceNow instance, you must add records to the**Assist for ITSM Domain Info**table in ServiceNow, rather than configure the info in **Properties**. To access this table, select the **Assist for ITSM Domain Infos** in the application menu. For each table record, you must include the full domain name and all the information about the SysTrack install for that domain. The value in the **Domain Name** field is the one used by the application script to match to the Incident domain and retrieve credentials from the relevant record. The **Domain** field denotes the domain under which the record exists. In most cases, the **Domain Name** should match the name in the **Domain** field, but you can configure the record differently if needed.

![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/servicenow202.png)

### SysTrack ID User Attribute

The SysTrack ID is a user‑level attribute on the ServiceNow **User**record. It is used by the SysTrack **Detected Issues** and **SysTrack Tools** tabs to determine which user should be targeted when running tools that require a user context. Therefore, you might want to make sure all SysTrack‑associated users have their SysTrack ID set correctly in the ServiceNow instance. This is not required unless you want to run an automation as a specific user on the system. To enable editing, you might have to add the SysTrack ID field to the **User**form.

Assist for ITSM provides options to find and match users. First, Assist for ITSM tries to match the username. If there is no match, it tries the SysTrack ID. If this option fails, it tries the UPN and email address. These options enable Assist for ITSM to pull as much data as possible into ServiceNow.

> [!NOTE]
> **NOTE**: The best practice is to put a value in the SysTrack ID property:
> 
> - The SysTrack ID is a property of the Caller object. If you need the Caller object to be populated, you must do that. SysTrack does not populate the Caller object.
> - If you leave the SysTrack ID empty, keep in mind that any user-ran Automations in ServiceNow will select a random user context from the available user sessions currently live on the endpoint, and the Automation will run under that user context. This could create unexpected situations for you if you have a user-ran Automation that, for example, deletes content from a specific folder when space is low, because that Automation will run on a random user's system.
> - If you follow the best practice and put any value in the SysTrack ID property, user-ran Automations will try to match that value with an account that currently has a session on the endpoint, and the Automation will run under the matching user's context. If the Automation does not find an explicit match, it will not run. This eliminates the possibility of unexpected situations like the one described in the preceding paragraph.

## Configure ServiceNow for the Integration with SysTrack (Cloud)

Follow these steps to configure your SysTrack Cloud to be ready for integration with ServiceNow:

1. **Download the Assist for ITSM plugin**

Log in to the ServiceNow Store with an account that has HI permission and download the **Assist for ITSM SysTrack** **plugin**.

![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/servicenow021b.png)
2. **Install the plugin**

Install the Assist for ITSM plugin on the **Plugins**page in ServiceNow.

![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/SNowGettingStarted005b.jpg)
3. **Create ServiceNow groups and assign Assist for ITSM roles**

Create the following ServiceNow groups and assign the listed roles to these groups. The roles were created automatically when you installed the SysTrack plugin. The names of the ServiceNow groups can be whatever you want to name them. The names in this example are **Administrator**and **User**.

To have Assist for ITSM data and snapshots created automatically when an incident is opened, the user creating the incident must have either `the x_laso_systrack_bl.user` role or the read‑only `x_laso_systrack_bl.ro_user` role (new in Assist for ITSM 4.2).

| Group | Roles to assign |
| --- | --- |
| Administrator | Assign the following roles. All are optional except the one marked as required: - `x_laso_systrack_bl.user` (required) - `admin` The `x_laso_systrack_bl.user` role is required for downloading and configuring the plugins. Having this Administrator group is not essential, because you can give the roles to the user responsible for configuration. |
| User | Assign the following roles: - `x_laso_systrack_bl.user` or - `x_laso_systrack_bl.ro_user` - `x_laso_systrack_bl.Autofixes` - `x_laso_systrack_bl.AutomationHistory` - `x_laso_systrack_bl.Compliance` - `x_laso_systrack_bl.Tools` The User group is intended for users who will work directly in Assist for ITSM and need access to one or more Assist for ITSM tabs. For example, if you want the user to see the **Automation History** tab, the user needs to have the `x_laso_systrack_bl.AutomationHistory` role. The `x_laso_systrack_bl.ro_user` role is intended for users who can create incidents but should not have full access to Assist for ITSM. Users with this role can create incidents that trigger Assist for ITSM to retrieve SysTrack data and create the snapshot at incident creation, but they have read‑only access to the underlying Assist for ITSM settings and cannot manage or edit Assist for ITSM data. Prior to this role, only users with the `x_laso_systrack_bl.user` role could create the Assist for ITSM snapshot data during incident creation. We recommend adding `x_laso_systrack_bl.ro_user` to any self‑service or limited‑access roles where users are allowed to create their own incidents but are not responsible for incident or Assist for ITSM management. |

![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/SNowGettingStarted007.jpg)
4. **Add users to the groups**

Add the appropriate users to the ServiceNow groups that you created in the previous step. The users will get the assigned roles after you add them to the groups.
5. **Open the Assist for ITSM Properties**

Log into the ServiceNow instance with a user that has the roles required for configuration (see the previous step). Search for **SysTrack**. The SysTrack plugins you installed will appear in the list.

![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/SNowGettingStarted009b.jpg)
6. **Configure the Assist for ITSM Properties for SysTrack Cloud**

Open the **Properties**page for the Assist for ITSM plugin. (The **Properties**link appears below each plugin name in the menu, as shown in the preceding image.) Use the following guidelines to configure the settings:

![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/SNowGettingStarted014.png)
  - This example describes a cloud setup, so leave the **On‑Prem** and **Basic Auth** settings blank.
  - In the **SysTrack Installation Type** field, enter `cloud`.
  - In the **HTTP Protocol** field, select `https`.
  - In the **SysTrack Master Name** field, enter the FQDN of the SysTrack Master.
  - In the **Username** field, enter the ServiceNow Accounts user.

> [!TIP]
> **TIP**: To create a ServiceNow Accounts user, select **Manage Service Accounts** in your SysTrack Cloud. ![](https://cdn.document360.io/87d11426-6b1f-4b19-b593-b71e55a81af3/Images/Documentation/servicenow200.png)
  - In the **Password** field, enter the password for the ServiceNow Accounts user.
  - In the **Client Identifier** field, enter the Azure client identifier. Contact Lakeside Support if you need assistance.

## Select Sensors and Automations for Assist for ITSM

The sensors that you see in Assist for ITSM (on the **System Checklist** tab) are the same as those you configured for use in Assist in SysTrack.

For Assist in SysTrack the enabled sensors are selected by a SysTrack System Administrator. All available System Checklist sensors are enabled by default, but a SysTrack user with Configure administrator rights (a SysTrack System Administrator) can edit settings and the underlying variables that determine whether the sensor is compliant from **Configure**. For more information see documentation for******System Checklist**.

## Edit the Assist for ITSM Fields and Tabs

For **Service Operations Workspace** only (not for**Incident Management**), you have the option to edit the views that control the SysTrack fields and tabs that appear on your incidents. The fields and tabs are preconfigured to show everything you generally need. However, if you do have a need to change the views, see the steps here.

## Snapshot Retention and Snapshot Settings

Assist for ITSM takes a SysTrack snapshot when a ServiceNow Incident is created. Support technicians can toggle between **Snapshot Live** and the snapshot taken at incident creation in the Assist for ITSM tabs.

For both SysTrack Cloud and SysTrack On‑Premises:

- The SysTrack snapshot associated with an incident is automatically deleted **30 days** after the ServiceNow Incident is closed or cancelled.
- Administrators can configure Assist for ITSM so that **no snapshot is created when new incidents are opened**. This setting only affects incidents created after snapshot creation is disabled. Existing incidents and any snapshots that were already created are not changed and continue to follow their configured expiration behavior.

For details about the properties used to control snapshot behavior and how to edit them, see [Use Customized Attributes in Assist for ITSM](/documentation/docs/use-customized-attributes-in-assist-for-itsm-1).