PSA: ServiceNow

Owned by Ryan Seymour, created
Last updated: Jul 10, 2024
3 min read

Overview

The ServiceNow integration has 2 main integration points.

  1. Company Syncing - keep your companies synced between ConnectSecure and ServiceNow. You can import directly from ServiceNow or map an existing ConnectSecure company to a ServiceNow company. This ensures any alerts/tickets raised are going to the correct company. This does not require that you or Create Ticket options.

  2. Create Ticket - enable ticketing integration using your defined Event Set and Integration Profile settings. This is optional and is not required to use Company Syncing options.

Getting Started

Navigate to Global > Settings/Integration > tap on the SerivceNow tile.

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Setup

Credentials

Complete the required fields and tap Update to continue:

Name: Give the integration creds a name of your choice.

Domain: Enter the ServiceNow domain.

Provide credentials for authentication, either API key or username and password

Username: Enter the ServiceNow username for credentials to be added.

Password: Enter the ServiceNow credentials for the username of the credentials to be added.

API Key:

Associated Company: Leave blank to use for all companies.

You can access your ServiceNow information by logging in at https://developer.servicenow.com/dev.do#!/home

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Event Set

Refer to the Event Set KB for full information: https://cybercns.atlassian.net/wiki/x/UYCugg

Integration Rules

Here, you define how the ticket is created in ServiceNow and which parameters are applied to the ticket upon creation. Complete all required fields and tap Save to continue.

Red highlight cell indicates a Required field

Required Fields Indicated

Field

Description / General Use

Field

Description / General Use

Name

Set the name of the Integration Profile. We recommended separating them based on the ‘Priority’ of the ticket so you have a profile for your P1 vs P2 vs P3 tickets and so on.

Category

Select the Category from ServiceNow configured options.

Subcategory

Select the Subcategory from ServiceNow configured options.

State for Ticket Creation

Select the state for newly created tickets from ServiceNow configured options.

State for Ticket Close

Select the state for closed created tickets from ServiceNow configured options.

Impact

Select the Impact from ServiceNow configured options.

Urgency

Select the Urgency from ServiceNow configured options.

Resolution Code

Select the Resolution Code from ServiceNow configured options.

Event Set

Select the associated Event Set from ConnectSecure. This is the association the Event Set uses when creating tickets.

Company Mapping

This is where you manage your company mappings between ConnectWise Manage and ConnectSecure; you can import them directly from ConnectWise Manage or map existing ConnectSecure companies to ConnectWise Manage companies using the Add button. These mappings also include what Event Set and Integration Profile settings apply to the company when using the Create Ticket option.

Upon saving, the Selected Companies section appears with your mapping selection(s). You can use the three-dot action menu to Edit or Delete the company mapping and settings.

Create Ticket = This will enable automatic ticket creation for the selected company based on the mapped Event Set and Integration Profile settings. Enable Configuration is not required or linked to this.

Get Support

If you have an integration-related inquiry, please email support@connectsecure.com with the details, and our Support Team will assist you.