ServiceNow Incident
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ServiceNow Incident

  • PDF

Introduction


ServiceNow integration with SAFE allows users to create incidents for failed controls on ServiceNow. Only SAFE Admins can configure the 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 privilege.
  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 Administration > SAFE Hooks > Management Tools.
  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 Technology > All Assets > Asset.
  2. Click on the Create Incident button and select ServiceNow.
  3. Select the values for Impact, Urgency, and Assigned To fields.
  4. Click the Create button.
    ServiceNow 4
  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.
    ServiceNow 5
Notes:
  • If there is no failed control in the asset, the Create Incident button will not allow creating an incident.
  • The logged-in user will be selected as the default Caller. If the logged-in user is not on ServiceNow, the default user will be selected as the Caller.

Create incidents for Controls


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

  1. Navigate to Dashboard > Master Control List > Controls Details.
  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.

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Notes:
  1. If the control is not failing in any asset, the Create Incident button will not allow you to create incidents.
  2. The logged-in user will be selected as the default Caller. If the logged-in user is not on ServiceNow, then the default user will be selected as the Caller.

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