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ServiceNow

PlexTrac offers an integration with ServiceNow to allow red and blue teams to collaborate with other stakeholders in the organization without the need to switch between workflow tools.
Only one ServiceNow integration can exist per PlexTrac instance.
When a finding is initially used to create a ticket in ServiceNow, the following information is sent from PlexTrac (assuming fields exist in ServiceNow):
  • description
  • recommendations
  • references
  • affected assets
All tickets default to "New" status.
Once a ticket exists and a link to a finding created, the following fields are sent to ServiceNow:
  • work notes
  • comments
The synchronization between PlexTrac and ServiceNow occurs every 30 minutes. When a remediation ticket is created in ServiceNow, the finding status in PlexTrac remains "Open" or "In Progress" until closed.

Status Mappings

For a task and ticket:
ServiceNow Status
PlexTrac Status
Closed Complete
Closed
Closed Incomplete
Closed
Closed Skipped
Closed
For an incident:
ServiceNow Status
PlexTrac Status
Resolved
Closed
Closed
Closed
Canceled
Closed
For an sn_grc_issue:
ServiceNow Status
PlexTrac Status
Closed Complete
Closed
Closed Incomplete
Closed
If the status does not match one of the mappings above, the finding will not be updated in PlexTrac.

Configuring an Integration

Step 1: From the Admin Dashboard, click Integrations under "Tools & Integrations".
Step 2: Click the ServiceNow box.
Step 3: Click Configure ServiceNow Integration.
For information on setting up oAuth or generating an API key within ServiceNow, click the provided links above the button.
Step 4: Select the preferred 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 that list which fields have read and write access. Click Confirm.
Last modified 2mo ago
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