Step 1: Go to Asset Vulnerabilities
From the Asset Vulnerabilities view, select vulnerabilities to be addressed and click Create Tickets.
Step 2: Choose Ticket Creation Method
Select:
From Ticketing Rule: applies an existing ticketing rule
From Scratch: allows manual field entry
Using a template reduces effort and promotes uniformity across tickets.
Step 3: Review and Modify Auto-Filled Fields
Fields are auto-filled from the template, but you can override them as needed for this specific ticket.
Changes made here do not modify the original template.
This supports flexibility for edge cases while maintaining overall structure.
Step 4: Confirm and Submit the Ticket
Preview all ticket fields and associated vulnerability data. Confirm when ready.
Step 5: Ticket Appears in the List
After submission, the ticket appears in the Tickets list. Users can:
Track detailed instance-level progress
Edit certain metadata
View associated attachments
View Ticket in List
Once created, the ticket will appear in the list of tickets under the applicable section.
Ticket creation time may vary depending on the number of vulnerabilities included.
Statuses Shown:
Open – Ticket successfully created and active in ServiceNow.
Failed – Ticket creation failed; typically due to configuration or API issues.
Configure Visible Ticket Attributes in the Ticketing Dashboard
You can now choose which columns to see on the Ticketing Dashboard. Your settings are saved automatically for a smoother, more focused experience.
Wait for Ticket to Fully Populate
Ticket creation may take up to 2 hours based on the number of linked vulnerability instances. Progress can be tracked in D3 with real-time status, instance count, and enrichment stage updates.
See Also: