ServiceNow Integration
- Anu Aradhya
- Vrushali Parkar
Integrating with ServiceNow enhances efficiency and help streamline processes like creating tickets for streamlining remediations.
Select Integration
Navigate to Global Settings() > Integrations and choose ServiceNow from the integrations listed here.
It will lead you to add credentials for your ServiceNow Instance. Provide details as requested.
The next step is to map local companies in CyberCNS to ServiceNow companies corresponding to the selected domain.
Please use below steps in case you need to know the process to create an account with ServiceNow else please move to Enter Credentials section.
Create an account on https://www.servicenow.com/ page
Open the ServiceNow https://developer.servicenow.com/dev.do#!/home page.
Click on Profile> If an instance is not ready then Request an Instance.
Once the instance is ready It will show as online.
Navigate to Manage instance password to get the Instance name, Instance URL, Username and Password.
Enter Credentials
Enter Credential Name: Choose a name of your choice for the credentials to be added.
Enter Domain: Enter the ServiceNow Domain name for the credentials to be added.
Enter Domain: Enter the ServiceNow Instance name for the credentials to be added.
Enter User Name: Enter the ServiceNow User Name for the credentials to be added.
Enter Password: Enter the ServiceNow Password for the credentials to be added.
Once all the below details are provided, SAVE the data. Likewise, can add multiple credentials in this section using the '+' sign.
Default Template
When the credentials are added, an option to add the Default Template is seen.
Instead of selecting each time for ticket creation in Integration action, we can add a default template here for an integration.
In the Default template, choose Select Category, Select Subcategory, Select State for ticket creation, Select State for ticket close, Select Impact, Select Urgency and Resolution Code.
Click on Save once all the fields are selected.
When the template is added successfully, under the credentials section next to the credential name will get a green tick mark().
Company Mapping
In Company Mapping events for alerting are to be set by using Event Set, Integration Profile, and Manage Company Mapping.
Under the Event Set, click on +Add to add the Alert Rule.
Here a set of Events can be set to get notified for. Those events are categorized as Agent, Company, Asset, Ports, Remediation, and AD Audit. Every category will have certain events which can be set.
Enter the Event Name and select the category and an Event/s as required.
Every Category has a set of events/alerts under them which can be selected as per the requirement.
e.g. Asset category has below-listed alerts and selection of all or any is allowed.
For the Ports, category has the below-listed alerts, and the selection of all or anyone is allowed.
For the Remediation notifications via email, MS Teams, Slack OR PSA, any of the below can be selected.
Enable Remediations for Critical and High Severity
Any of the below is used for grouping action items listed under the remediation plan.
To list all the remediations for a company into one ticket OR one email or one message.
Remediation by Company OR
To list all the remediations for an asset into one ticket OR one email or one message.
Remediation by Assets OR
To list all the remediations for a product into one ticket OR one email or one message.
Remediation by Product OR
To list all the remediations for a product but grouped by a fix into one ticket OR one email or one message.
Remediation By Product(grouped by a fix) OR
To create a ticket OR an email or a message for every remediation
Remediation By Asset, Company, And Product.
To Enable Tickets for Remediations with EPSS, one of the Remediation plan need to be selected from the Remediation Group.
For the Vulnerability & Azure error category, the below-listed alert, and selection is allowed.
For the AD Audit category, the below-listed alerts are available and selection of all or any is allowed. (Make sure to select the needed as it will create tickets based on the events)
Choose the listed events to set up CyberCNS Alerting as required.
Choose the Vulnerability alerting events that should be notified on selected channels.
For the Unquoted Service path, below is the option provided to select.
Once the above details are selected, click on Save.
There is an option to Edit, Delete and set as default for the Alert Rules using the Action column. The listed Alert Rule can be edited and deleted if needed.
For setting the created Event as default, select the option Set as Default.
To confirm the Set as a default action, select Yes or No in the confirmation dialogue box.
Once the event is set to default, under Is Default column, the status Yes can be seen.
Integration Profile
Users will be able to set Alerting rules from integrations right away for conditions listed under it.
Under the Integration Profile, click on +Add to add the Integration Rule.
Enter the Name, Select the credential, and fill out all of the required fields in the Integration Parameters.
Once the below details are provided, click on Save.
There is an option to Edit, Delete and Set as default under the Integration Rules using the Action column. The listed Integration Rule can be edited and deleted if needed.
For setting the newly created Event as the default, select the option Set as Default.
To confirm the Set as default, select Yes or No in the confirmation dialogue box.
Once the event is set to default, under Is Default column, the status Yes can be seen.
Manage Company Mapping
Click on Manage Company Mapping.
Choose ServiceNow Credentials from the dropdown and click on + Add to add Integration Mapping for specific companies.
In New Company Mapping, choose the ServiceNow Credential which is listed. (These are to be added under the Integration> Credentials section for ServiceNow).
One of below two options could be selected:
Import Companies from ServiceNow:- To import multiple companies listed under ServiceNow to CyberCNS at a time.
Map Existing Company to a ServiceNow company:- To map an existing company in CyberCNS to the existing company under ServiceNow company.
To import companies from ServiceNow, choose Import Companies from ServiceNow, and click on Next.
In the below image, the company can be searched using the search option given.
The Page Size shows the rows per page that can be displayed for search results and the Page shows the number of pages that can be displayed for a search result.
Click on Get Companies to show the list of the companies as requested in the search column.
Once searched as per the choice or the requirement it displays the search result in the Select Companies dropdown.
In case want to manually search the company, you can simply click on the drop-down of ServiceNow Companies and it will list all companies available under ServiceNow.
Once the company is selected, it shows as an additional entry below to proceed further.
To enable the configuration of an asset to be pushed to ServiceNow, select Enable Configuration from the section here before saving the company mapping.
If Enable Configuration is selected, the assets configuration information captured in CyberCNS is automatically pushed by creating a new configuration under ServiceNow mapped company.
Please choose/select Create Ticket option only if you need the tickets to be generated using this integration.
To get the alerts select the Event Set and Integration Profile and click on Add. Multiple alerts can be added.
Please choose/select Enable Configuration option only if asset configurations are required using ServiceNow integration and click Add.
Click on Next.
Now click on Finish to import all the selected ServiceNow companies. This completes importing companies from ServiceNow.
Click on +Add to Map Existing Company to ServiceNow company.
In case the local company is already created in CyberCNS and is to be mapped with ServiceNow company, then select Map Existing Company to ServiceNow company and click on Next.
As shown in the below image, select the Local company( CyberCNS) and ServiceNow company by using a dropdown or with the search bar as per the requirement so it will map the companies accordingly.
Please select the Create Ticket box to initiate the ticket creation process
Select the Event Set, the Integration Profile and click on '+' to add the record.
Delete the Integration profile in case not required using the bin icon as shown below.
Once the company is selected click on ‘Add' to select the company.
Once all the fields are provided, Click on Finish to map all the selected ServiceNow companies.
Delete the company record in case not required using the bin icon as shown below.
Selected companies are shown in the image below, along with details such as Existing Company Name, Company Name, Event Set, Integration Profile, Pause Ticket Creation, Mapped Date, and Enable Configuration status.
Here click on Copy Settings to Copy the company mapping settings to other company mappings.
To copy the settings, select the desired company mappings and click on Update. This will copy the event set, integration profile, and ticket creation fields from the source company mapping to the selected target company mappings.
Using the Action column, you can edit or delete the integration mapping. Any mapping can be edited or deleted, whenever necessary.
Please browse through the Instance URL to view the ServiceNow tickets.
Click on Incidents >> Service desk >> All To view the tickets.
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