ServiceNow Connector Upgrade
This release introduces a major enhancement to the ServiceNow integration, enabling organizations to generate Requested Item (RITM)-level tickets directly from vulnerability data using a redesigned D3 Connector. This update provides a structured and automation-ready ticketing framework through reusable templates, granular field control, and seamless alignment with ServiceNow’s catalog hierarchy. Users benefit from improved ticket quality, streamlined workflows, dynamic field population, and greater governance—allowing security and IT teams to collaborate efficiently on large-scale remediation initiatives while maintaining flexibility for edge cases.
Feature | Description |
|---|---|
RITM-Level Ticketing | Enables ticket creation at the Requested Item (RITM) level for improved alignment with ServiceNow’s fulfillment workflows. |
Ticketing Templates | Reusable templates define ticket structure, field logic, and default values to standardize ticket creation. |
Dynamic Field Control | Configure visibility, required status, and default values for each ticket field with toggle-based precision. |
Live ServiceNow Schema Integration | Pulls catalog and field values dynamically from ServiceNow to ensure valid, real-time configurations. |
Streamlined Ticketing Rules | Simplifies rule configuration with pre-filled mandatory fields and reduced UI clutter. |
Enhanced User Experience | Auto-fills common fields like integration_user and hides irrelevant fields for clarity. |
Dropdown Field Enhancements | Application fields are now dropdowns populated from ServiceNow, improving accuracy and speed. |
CSV Attachment at RITM Level | Vulnerability data exported as CSV is now attached directly to the RITM ticket, not the umbrella REQ. |
Audit-Ready Ticket View | All ticket fields are shown in a key-value format to support review and audit requirements. |
Automation-Ready Design | Templates and rules support scheduled or condition-based automated ticket creation. |