ServiceNow

PlexTrac offers an integration with ServiceNow's ITSM and GRC platform modules to allow red and blue teams to collaborate without switching between workflow tools.

ServiceNow GRC (Governance, Risk, and Compliance) is a module of the ServiceNow platform that helps organizations manage their governance, risk, and compliance processes. ServiceNow ITSM (IT Service Management) is a module of the ServiceNow platform that enables organizations to manage their IT services and operations.

Overview

Data flows from PlexTrac to ServiceNow when a finding is used to create a ticket but only from ServiceNow to PlexTrac after setup. The synchronization between PlexTrac and ServiceNow occurs every 30 minutes.

Only one ServiceNow integration can exist per PlexTrac instance.

Creating a Ticket

Step 1: On the row of the finding used to create a ticket, click the three dots under the "Actions" column and click Link ServiceNow ticket.

Step 2: A modal appears. Select the ServiceNow module, the ticket type, and the priority.

Step 3: Click Save.

The finding now shows the ServiceNow ticket ID and a hyperlink to access the ticket on ServiceNow.

Field Mappings

When a PlexTrac finding is used to create a ticket in ServiceNow, it defaults to a status of New with the following information populated:

PlexTracDirectionServiceNow

Description

-->

Description

Recommendations

-->

Description

References

-->

Description

Affected Assets

-->

Description

When the ticket is created, the priority and issue rating values are stored within ServiceNow.

Existing Ticket Updates

After the ticket is created in ServiceNow, that ticket can only be modified from ServiceNow.

The following fields are then sent from ServiceNow to PlexTrac:

ServiceNowDirectionPlexTrac

Work Notes

-->

Status Tracker

Status

-->

Status

When a remediation ticket is created in ServiceNow, the finding status in PlexTrac remains "Open" or "In Progress" until closed.

Status Mappings

Below are the mappings of status from ServiceNow to PlexTrac for the various scenarios:

For a task and ticket:

ServiceNow StatusDirectionPlexTrac Status

Closed Complete

-->

Closed

Closed Incomplete

-->

Closed

Closed Skipped

-->

Closed

For an incident:

ServiceNow StatusDirectionPlexTrac Status

Resolved

-->

Closed

Closed

-->

Closed

Canceled

-->

Closed

For an sn_grc_issue:

ServiceNow StatusDirectionPlexTrac Status

Closed Complete

-->

Closed

Closed Incomplete

-->

Closed

If the status value in ServiceNow does not match one of the mapping rules above, the finding will not be updated in PlexTrac when data is synchronized.

Configuring an Integration

Step 1: From the Admin Dashboard, click Integrations under "Tools & Integrations."

Step 2: Click Connect within the ServiceNow box.

Step 3: Click Configure ServiceNow Integration.

For information on setting up OAuth or generating an API key within ServiceNow, click the links above the button.

Step 4: Select the integration authentication method.

Step 5: Enter the information into the provided boxes and click Test Connection.

A message will appear to confirm if the connection was successful or not.

Step 6: View the available modules to identify which fields have read and write access. Click Confirm.

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