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.
Data flows from PlexTrac to ServiceNow when a finding is used to create a ticket but only flows 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.
Step 1: On the row of the finding being 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.
For the GRC module, an additional option exists to define the ticket issue rating.
Step 3: Click Save.
The finding now shows the ServiceNow ticket ID and a hyperlink to access the ticket on ServiceNow.
When a PlexTrac finding is used to create a ticket in ServiceNow, it defaults to a status of
New with the following information populated:PlexTrac | Direction | ServiceNow |
|---|---|---|
Description | --> | Description |
Recommendations | --> | Description |
References | --> | Description |
Affected Assets | --> | Description |
The priority and issue rating values are stored within ServiceNow when the ticket is created.
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:
ServiceNow | Direction | PlexTrac |
|---|---|---|
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.
Below are the mappings of status from ServiceNow to PlexTrac for the various scenarios:
ServiceNow Status | Direction | PlexTrac Status |
|---|---|---|
Closed Complete | --> | Closed |
Closed Incomplete | --> | Closed |
Closed Skipped | --> | Closed |
ServiceNow Status | Direction | PlexTrac Status |
|---|---|---|
Resolved | --> | Closed |
Closed | --> | Closed |
Canceled | --> | Closed |
ServiceNow Status | Direction | PlexTrac 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.
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.
Last modified 14d ago