--- title: "Release Notes - August 2025" slug: "release-notes-august-2025" updated: 2026-10-22T15:02:16Z published: 2026-10-22T15:02:16Z canonical: "docs.safe.security/release-notes-august-2025" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.safe.security/llms.txt > Use this file to discover all available pages before exploring further. # Release Notes - August 2025 ## **ServiceNow ITSM Ticketing Integration via Balbix D3 Connector** ### **Overview** The Balbix ServiceNow **ITSM Incident** integration via the D3 Connector enables organizations to streamline the creation of ServiceNow **Incident** tickets from Balbix vulnerability insights. By working directly at the Incident level, the integration aligns with ServiceNow’s core IT operations processes, offering precise control over how remediation tasks are assigned, tracked, and resolved. This integration emphasizes structured workflows, field-level flexibility, and governance — capabilities especially valuable when managing large-scale vulnerability remediation across dynamic IT environments. --- ### **Understanding ISTM in ServiceNow** In ServiceNow: - Incident tickets are used to manage unplanned service disruptions or degradations through structured IT workflows. - Balbix integrates directly with the Incident module in ServiceNow to streamline vulnerability remediation. - The integration enables: - **Centralized tracking** of cybersecurity incidents within ServiceNow. - **Collaboration between security and remediation teams**, ensuring efficient ticket resolution. - **Ticket creation for a single asset or a group of assets** impacted by a vulnerability. - **Remediation instructions automatically included in the ticket details.** - **Clear ownership assignment and alignment** with existing IT processes. - **Consolidated communication** across all stakeholders (e.g., Risk Owners) through a unified ticketing thread. --- ### **Why Use Ticketing Templates** Ticketing templates define the structure, content, and logic for how tickets are created. Balbix uses a template-first model to promote consistency, streamline user workflows, and enable automation without sacrificing flexibility. **Key Benefits** - **Consistent Ticket Quality** Templates standardize which fields are filled, how they’re formatted, and what values are applied — reducing ambiguity and ensuring cleaner handoffs to IT fulfillment teams. - **Operational Efficiency** Teams avoid repetitive data entry and can spin up tickets more quickly with confidence that required data is already in place. - **Ready for Automation** Templates form the foundation for automated ticket generation, allowing organizations to define conditions for when and how tickets are created (e.g., severity, asset group, exposure type). - **ServiceNow-Centric Alignment** Templates are directly mapped to ServiceNow’s catalog hierarchy (Catalogs, Categories, Items), allowing security workflows to integrate smoothly into existing ITSM structures — without requiring custom mappings or overrides. - **Granular Field-Level Control** For each ticket field, users can: 1. **Toggle visibility** – Choose whether the field should be displayed for manual entry during ticket creation. 2. **Set default values** – Pre-populate fields by assigning default values in the ticketing rule configuration. This enables leaner ticket forms for users while still enforcing the inclusion of key remediation data. - **Reusable and Governed Framework** Templates can be used across multiple tickets, teams, and automation rules, helping maintain consistency across organizational units and over time. This model helps bridge the gap between vulnerability management and IT operations — offering a path to scale ticketing processes in a structured, governed manner, without requiring manual configuration for every new issue. --- ### **Integration Features** 1. **Smarter Field Handling** - Flexible and intuitive configuration. - No manual mapping or configuration required during connector setup. - Field dropdowns dynamically populated from the ServiceNow catalog for real-time accuracy. 2. **Ticket Templates for Reusability** - Define field selections, default values, and visibility settings. - Reuse templates across workflows to reduce duplication and errors. 3. **Streamlined Ticketing Rule Configuration** - Configure rules with pre-populated field values. - Auto-fill mandatory fields and hide irrelevant ones. - Clean UI and consistent input across teams. 4. **Enhanced Toggle Controls** - Enable/disable toggles at the field level allow users to control which fields are displayed for manual input during ticket creation. - Required fields must be populated before disabling. 5. **Ticketing Details Page** - Tickets display all fields in a key-value format. - Optimized for auditing, reviews, and compliance tracking. 6. **Automatic Handling of Dependent Fields** - Supports cascading logic such as: - Category → Sub-Category - Assignment Group → Assigned To - Ensures valid and consistent configurations. 7. **Errored Ticket Details** - Dashboard support to view detailed ticket creation errors. - Pinpoint failures down to specific fields or logic. 8. **Ticket Creation from Projects** - Users can raise tickets directly from Remediation Projects using predefined templates. 1. **Field-Level Behavior Controls** Field requirement (Required or Optional) is determined by the ServiceNow ITSM form configuration and cannot be modified within Balbix. However, within the Balbix ticketing rule setup, users can configure each field to: - Show or hide it at the time of ticket creation (via toggle) - Set a default value to pre-populate the field when a ticket is generated 1. **End-to-End Visibility** - Full ticket lifecycle traceability from creation to update via the unified D3 interface. - Simplified status tracking and audit logging. - Clickable error details for failed tickets—accessible by clicking the ticket row on the Ticketing Dashboard—for quick diagnostics and troubleshooting. - Ticket tracking at the exposure instance level - Progress reporting at the fix, exposure, and instance levels for precise remediation monitoring 1. **Automation-Based Ticket Creation** - Users can create tickets automatically by defining and triggering automation workflows. - Helps scale ticketing operations with minimal manual intervention. ### **Summary** The Balbix ServiceNow ITSM connector provides a structured and governed approach to transforming vulnerability data into actionable remediation tickets. It supports: - Reusable ticketing templates with dynamic field control - Tight integration with ServiceNow’s catalog structure - Automation-ready design for scheduled or condition-based ticketing - Flexibility to balance consistency with one-off adjustments The integration is well-suited to organizations looking to scale remediation workflows across diverse teams, while maintaining high data quality and alignment with IT service processes. > ### See Also: > > [ServiceNow Ticketing Connector Guide](/balbixhelp/docs/servicenow-ticketing) > > [Create a Ticketing Template](/balbixhelp/docs/create-a-ticketing-template) > > [Creating a Ticket Using a Template](/balbixhelp/docs/creating-a-ticket-using-a-template) > > [Creating a Ticketing Automation](/balbixhelp/docs/creating-a-ticketing-automation)