<h4>Prerequisites</h4><ul><li>Refer to the current list of requirements in our AI section: <a target="_blank" rel="noopener noreferrer nofollow" href="https://docs.screenmeet.com/docs/ai-requirements">https://docs.screenmeet.com/docs/ai-requirements</a></li></ul>The AI Summarization feature of ScreenMeet’s AI Plus will summarize the key events of a ScreenMeet Remote Support session and post this AI-generated summary as work notes for the specified incident. To enable this functionality:<ol><li>Work with your ScreenMeet representative to enable the ScreenMeet AI Plus features for your organization.</li><li>Add additional permissions for the ScreenMeet service account within your ServiceNow implementation.</li></ol><h2>Configuring Permissions for the ScreenMeet Service Account (ScreenMeet 2.9.8+)</h2><blockquote>Improved Permissions with ScreenMeet version 2.9.8With ScreenMeet version 2.9.8+, the required permissions are streamlined as they are implemented as a role <code>x_prois_sm.ai_summarization</code>. If your organization is using versions prior to 2.9.8, individual ACLs are required. Please skip to the following section.</blockquote><ol><li>Use the “All” finder and type in <code>sys_user.list</code> to go to the list of users. </li><li>Find the Service Account by User ID. Note: The ScreenMeet service account may be configured with a different User ID in your ServiceNow instance. </li><li>Click the <code>Edit</code> button on the <code>Roles</code> tab to configure the roles: </li><li>Ensure the <code>x_prois_sm.ai_summarization</code> role is added to the ScreenMeet service account user: </li><li>Ensure the <code>itil</code> role is added to the ScreenMeet service account user. </li></ol><h2>Configuring Permissions for the ScreenMeet Service Account (Prior to 2.9.8)</h2><h3>Elevate your ServiceNow User Privileges</h3>To perform the following steps to add the permissions for the ScreenMeet service account, your ServiceNow user needs to have elevated privileges for the current session. Ensure your ServiceNow user account session is elevated to <code>security_admin</code>: <h3>Add ACLs for the ScreenMeet service account</h3>The following procedure describes how to add a single ACL with the ServiceNow ACL configuration tool:<ol><li>Find the <code>Access Control (ACL)</code> configuration within the ServiceNow interface: </li><li>Click on the New button to create a new ACL record: </li><li>Select the <code>Operation</code>. In this example we are adding a <code>read</code> permission. </li><li>Select the resource <code>Name</code> that this permission applies to. In this example, we are adding a <code>read</code> permission for the <code>Incident</code> resource: </li><li>Add the appropriate role <code>x_prois_sm.service_account</code> for this permission: </li><li>Click <code>Submit</code> to create the ACL record: </li></ol>Perform the procedure above for the following set of permissions:<table style="width: 851px;"><tbody><tr><th colspan="1" rowspan="1">Operation</th><th colspan="1" rowspan="1">Name (Resource)</th><th colspan="1" rowspan="1">Role</th></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>incident</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>write</code></td><td colspan="1" rowspan="1"><code>incident</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>interaction</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>write</code></td><td colspan="1" rowspan="1"><code>interaction</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>interaction.short_description</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>interaction.work_notes</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>write</code></td><td colspan="1" rowspan="1"><code>interaction.work_notes</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>sys_cs_message</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>sys_cs_message.*</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>task.close_notes</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>write</code></td><td colspan="1" rowspan="1"><code>task.close_notes</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>task.description</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>task.short_description</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>read</code></td><td colspan="1" rowspan="1"><code>task.work_notes</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr><tr><td colspan="1" rowspan="1"><code>write</code></td><td colspan="1" rowspan="1"><code>task.work_notes</code></td><td colspan="1" rowspan="1"><code>x_prois_sm.service_account</code></td></tr></tbody></table><blockquote>Note<ul><li>If you only need to work with incidents, then you only need to add the <code>task</code> and <code>incident</code> ACLs (as specified above).</li><li>If you need to work with chat interactions, then you need to additionally add the <code>sys_cs_message</code> and <code>sys_cs_message.*</code> ACLs (as specified above).</li></ul></blockquote><h3>Customer Service Management Plugin (CSM Plugin)</h3>If your organization uses the CSM Plugin, the ScreenMeet service account role should also contain the <code>csm_ws_integration</code> role:<ol><li>Search for <code>sys_user_role_contains.list</code> in the All search box: </li><li>Click <code>New</code> to create a new record adding the <code>csm_ws_integration_role</code> to the ScreenMeet service account: </li></ol>

AI Summarization

Getting Application from ServiceNow Store

Using your Azure Blob for ScreenMeet File Storage

Minimal Cobrowse Script

Frequently Asked Questions

Timeout Settings

July

Remote Control

IP Access Control Feature

Live Release Notes Q2 2024

Video Chat Integration

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CoBrowse Release Notes Q2 23

Connecting to Mac devices

Connecting to a Device Using Beam

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CoBrowse Release Notes Q1 22

Remote Support Release Notes Q4 24

Clipboard

Release Summer 21 (1.14)

Virtual Agent Integration w/ ScreenMeet

Android SDK Quickstart

Security

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Replay Settings

Custom Copy

CoBrowse Deployments

AI Summary History

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Microsoft D365 Release Notes Q4 2022

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October

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ScreenMeet Console Customers

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AI Assist Overview

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February

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Settings and Policies

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How To Install ScreenMeet in Your Genesys Instance

Localization

Configuring Environment Variables

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August

Remote Support Release Notes Q1 23

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Release Summer 2020 (1.9)

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ScreenMeet Platform Release Notes Q3 23

Remote Support Release Notes - Q1 22

Screen Annotation

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AI Summary Studio

Instructions to Person at End Point Device

Beam Client: Installation, Deployment, and Configuration Guide

Beam Groups: Setup, Settings, and Access Management

Component settings

Customer initiated sessions with a chatbot

ScreenMeet 2024 Release Notes

Package Installation Error - Case-Case Layout: feedLayout is not supported for this layout

Developer Notes (3.0.11)

Starting a Session from Dynamics

ScreenMeet Platform Release Notes Q1 23

Remote Support Release Notes Q2 22