ServiceNow Integration

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You can connect ServiceNow with the Platform. The integration enables you to raise tickets for ServiceNow straight from the platform.

This is a bidirectional integration, which ensures that data in both ServiceNow and the platform remains synchronised. Once an issue is moved a ‘Done’ or ‘Resolved’ status in ServiceNow, the platform will automatically mark the issue as remediated in 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:

1. Platform Setup

2. ServiceNow Setup

3. Export Issues to ServiceNow

4. ServiceNow Issue Status

5. Regress Issues

Platform Setup

Step 1: Navigate to Connected Accounts on the Menu.

Step 2: Click on ‘Configuration’ under ServiceNow.

Step 3: The Platform will ask you for the host URL to your ServiceNow subscription, e.g. https://company.servicenow.com/

Step 4: Enter your username. This is the username associated with your ServiceNow account.

Step 5: Enter your password. This is the same password used for your ServiceNow account.

Step 6: Click ‘Validate and Save’.

ServiceNow Setup

The platform integrates with the standard Incident Management app within ServiceNow’s IT Service Management platform

The ServiceNow user account you specify in the Platform must have permissions to:

• Create and Edit Incidents

• Access/enumerate Incident Categories and Incident Sub-Categories with ServiceNow incidents

Export an Issue to ServiceNow

You can export issues from the platform to your ServiceNow instance from the following interfaces of the platform:

• Phase view

• Individual issue view

You can export issues individually or in bulk.

Export a Single Issue

Step 1: Navigate to Results on the Menu, and then Issues.

Step 2: Click on the three-dots menu to the right-hand side of the issue you would like to export.

Step 3: Select ‘Export to ServiceNow’.

Step 4: Confirm which category and sub-category type should be used for the issue selected.

The issue is then sent to the ServiceNow incident list.

You will see the following information within ServiceNow for the exported issue:

• Short Description

• Finding Title

• Summary

• Recommendation

• Link to the platform issue

Export Issues in Bulk

You can export issues in bulk in two ways.

1. Checkbox individual issues

Step 1: Navigate to Results on the Menu, and then Issues.

Step 2: Select multiple issues using the checkboxes on the left-hand side.

Step 3: Click ‘Actions’ in the top right-hand corner.

Step 4: Select ‘Export to ServiceNow’.

This will export the selected issues to your requested ServiceNow incidents listing.

2. Export full phase list of issues

Step 1: Navigate to Results on the Menu, and then Phases.

Step 2: Select the Phase containing the issues you would like to export.

Step 3: Click ‘Actions’ in the top right-hand corner.

Step 4: Select ‘Export’.

Step 5: Click ‘Export’, and then ‘ServiceNow’.

You can then see which issues have been exported to ServiceNow:

ServiceNow Issue Status

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.

The platform updates issues based on the following supported ServiceNow statues:

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 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.