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.
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 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:
Platform Setup
ServiceNow Setup
Export Issues to ServiceNow
ServiceNow Issue Status
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
Access to the service now Statuses.
Having the following roles enabled for a user will allow successful integration with the platform:
catalog_admin
incident_manager
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.
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
Due to a lack of support for formatted text and images in ServiceNow, text-based fields within issues that are exported to ServiceNow will not retain their formatting (e.g. bold, italics, underlines, alignments etc). This is a limitation with the ServiceNow API.
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 Platform, which displays the current status of the ServiceNow ticket.
The platform updates issues based on the following supported ServiceNow statues:
ServiceNow Incident State | Description | Platform Issue Status |
|---|---|---|
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 the platform will be updated.
When a ticked is closed or reopened in ServiceNow, a comment is added to the platform’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.