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You can connect ServiceNow with Prism the Platform. The integration enables you to raise tickets for ServiceNow straight from the platform.
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Prism The platform supports the ServiceNow Cloud – IT Service Management – Incidents and utilises the ServiceNow Cloud API. |
This is a bidirectional integration, which ensures that data in both ServiceNow and Prism the platform remains synchronised. Once an issue is moved a ‘Done’ or ‘Resolved’ status in ServiceNow, Prism the platform will automatically mark the issue as remediated in Prism the Platform. So there is no need to update the status of issues in two places.
In this article you can find the following information:
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Platform Setup
ServiceNow Setup
Export Issues to ServiceNow
ServiceNow Issue Status
Regress Issues
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Platform Setup
Step 1: Navigate to Connected Accounts on the Menu.
Step 2: Click on ‘Configuration’ under ServiceNow.
Step 3: Prism The Platform will ask you for the host URL to your ServiceNow subscription, e.g. https://company.servicenow.com/
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Step 6: Click ‘Validate and Save’.
ServiceNow Setup
Prism The platform integrates with the standard Incident Management app within ServiceNow’s IT Service Management platform
The ServiceNow user account you specify in Prism the Platform must have permissions to:
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You can export issues from Prism the platform to your ServiceNow instance from the following interfaces of the platform:
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Short Description
Finding Title
Summary
Recommendation
Link to Prism the platform issue
Export Issues in Bulk
You can export issues in bulk in two ways.
Checkbox individual issues
Step 1: Navigate to Results on the Menu, and then Issues.
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You can then see which issues have been exported to ServiceNow:
ServiceNow Issue Status
Prism The platform provides you with real-time updates of the progress of each issue that has been exported to ServiceNow. You can find a ServiceNow Ticket dialog to the top right-hand corner of the corresponding Issue interface in Prism, which displays the current status of the ServiceNow ticket.
Prism The platform updates issues based on the following supported ServiceNow statues:
ServiceNow Incident State | Description |
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Platform Issue Status | ||
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New | Starting state for a new issue | Published/Vulnerable |
In Progress | The issue is being worked | Published/Vulnerable |
On Hold | The issue is now on hold but still open | Published/Vulnerable |
Resolved | The issue has been remediated | Remediated - Unverified |
Closed | The issue has been remediated and now closed | Remediated - Unverified |
Cancelled | The issue has been cancelled and therefore closed | Remediated - Unverified |
Regress Issues
You can regress items via ServiceNow if the vulnerability status is ‘unverified remediation’.
This means, if issues have been marked as ‘done/resolved’ within ServiceNow by accident, they can be moved back to ‘in progress’, and Prism the platform will be updated.
When a ticked is closed or reopened in ServiceNow, a comment is added to Prism’s respective vulnerability, so you are able to track for auditing and remediation purposes. For example, the comment will refer to the issue being set as remediated via ServiceNow.