ServiceNow Incident

Introduction

ServiceNow integration with SAFE allows users to create incidents for failed controls on ServiceNow. Only SAFE Admins can configure ServiceNow.

Users can now create incidents on the following two levels:

• Control level incidents
• Asset level incidents

Prerequisites

To configure ServiceNow Incident Management, you need the following details:

1. Instance Name: Instance name of the user’s ServiceNow Instance (e.g., lucideus.service-now.com).
2. Credentials: The user credentials of ServiceNow must have user_admin and incident_manager privileges.
3. Client ID and Secret Key: Follow the below steps in ServiceNow to get the ID and Secret Key:
   1. Navigate to the System Oauth > Application Registry.
   2. Create a new OAuth client type or click any existing one.
   3. Get the Client ID and Client Secret Key from the respective field.

Configure ServiceNow

Follow the below step-by-step procedure to configure ServiceNow:

1. Navigate to SAFE Hooks.
2. Click the Configure button available on the ServiceNow card.
3. Enter the Instance Name, User Name, Password, Client ID, and Client Secret Key
4. Click Test Connection to validate the field values.
5. Once the connection is verified, click Next.
6. Select the default ServiceNow user from the drop-down, which will be used as the Incident Creator. The drop-down includes those users, which are available in SAFE as well as ServiceNow.
   
7. Click Save.

Create Incidents

Once the connection has been established, SAFE Admins or Auditors can create an incident from the asset details page for a list of selected failing controls.

Create incidents for Assets

Follow the below step-by-step procedure to create incidents for Assets with Failing Controls:

1. Navigate to the Asset details page.
2. Click on the Create Incident button and select ServiceNow.
   
3. Select the values for the Impact, Urgency, and Assigned To fields.
4. Click the Create button.
   
5. Once the incident has been created, users can navigate to the incident.
6. Click Show More on the Asset detail page.
7. Click on the link available against the incident. Users will be redirected to the ServiceNow screen, where they can view/manage the incidents.
   

Create incidents for Controls

Follow the below step-by-step procedure to create incidents for Failed Controls:

1. Navigate to the Controls Details page.
2. Click on the Create Incident button available at the top-right corner of the screen.
3. Select the values for Impact, Urgency, and Assigned To
4. Click Create.
5. Once the incident has been created, users can navigate to the incident.
6. Click Show More on the Control details page from MCL.
7. Click on the link available against the incident. Users will be redirected to the ServiceNow screen, where they can view/manage the incidents.