Any Track in ISMS.online can be connected to ServiceNow using the available workflows, each workflow can be enabled once per Track. See a demo of the integration here.

The ServiceNow integration is capable of:

  1. Creating Incidents in ServiceNow when a track item changes to a specific status and

  2. Changing the status of the ISMS.online Track item when the ServiceNow Incident changes to a specific status.

Combined, this allows organisations to take something like a Security incident, send it to ServiceNow to be resolved, and then receive a status update back when the Incident is complete.

Currently, the integration uses information from the Track item Name and Description fields to fill out the created ServiceNow Incident.

Examples of use cases for the integration are below:

  1. Incident Management: Send an incident to ServiceNow when a track item reaches a specific status, and when the linked ServiceNow Incident reaches a specific status, update the status of the incident item in ISMS.online.

  2. Technical Vulnerabilities: Send a new vulnerability to ServiceNow to be resolved when the track item reaches a specified status. When the linked ServiceNow Incident is resolved, update the status of the corresponding vulnerability item in ISMS.online.

  3. Corrective Actions: Send a corrective action to ServiceNow when a track item reaches a specified status, when the linked ServiceNow Incident is resolved, update the status of the corrective action in ISMS.online.



Key terms

Integration: An integration is the ability to connect to a service (e.g. ServiceNow), within any one integration you can have multiple workflows enabled.

Workflow(s): These are the series of steps which sends or receives data between the integrated apps, an integration can have multiple workflows available to use e.g.

  • Workflow 1: Create a new ServiceNow Incident when X happens

  • Workflow 2: Update a ServiceNow Incident when Y happens

  • If users enable workflow 1, they can automate ServiceNow Incident creation when something happens in ISMS.online. If they ALSO enable workflow 2, they will receive an update back to ISMS.online if the ServiceNow Incident gets updated. 


Who can use the integration?

To configure any native integration in Tracks, you must have:

  1. Permission to Administer the Track you want to integrate

  2. A ServiceNow user account & permissions to access the ServiceNow Service Operations Workspace 

  3. API access enabled for the user configuring the integration. This is because the integration needs to create an API key. (Organisation admins can grant this permission via user settings)



Setting up the ServiceNow integration


Step 1

Integrations are configured in the Track Settings page.


Step 2

The Integrations panel will show which integrations are available. It also displays which integrations are enabled in this Track.


Step 3

Clicking to Connect with ServiceNow will open the first step, which is authenticating your ServiceNow account.

Details required:

  • ServiceNow subdomain

  • Your ServiceNow user credentials (to authenticate permission to create ServiceNow Incidents)


Step 4

Now we can enable workflows to get the integration to start working. 

To create Track items in ServiceNow, enable the first workflow.

Then, choose which Track Item Status will become the trigger for sending items to ServiceNow (In the example, Respond - A.5.26 is chosen, which relates to a core part of Incident Management response processes.).


Final Step

Then, enable the second workflow to receive an update when the ServiceNow Incident reaches a specific status. 

In the example, we are configuring it so that ServiceNow will move the ISMS.online Track item to the ‘Resolved’ status, when the related ServiceNow Incident is updated to the ‘Resolved’ state.

 

With this example, you can send Incidents to your team in ServiceNow, and be aware when the item is resolved, enabling effective incident escalation. 


Click Finish, and the integration will be ready to work.

Through following these steps we have set up an integration that will…

  • create a ServiceNow Incident associated to a Track item that has the ‘Respond’ status right arrow 

  • and when the ServiceNow Incident is completed, the ISMS.online Track Item will be updated to the ‘Resolved’ status. right arrow curving left 

Now, you can send your assessed incidents to ServiceNow for response, when the Incident in ServiceNow is Resolved, the original Track item for the incident will be updated to the Resolved status.


Troubleshooting/FAQs


Questions
Answers
I purchased integrations but cannot see them in my Track settings page?
Users can only use integrations if they have the ‘Generate API key permission’ granted by an Organisational admin. See here for details on this step.
I chose the ServiceNowIncident type ‘Subtask’ for my integration, but it’s not working?

Select a different Incident type for the integration to work.


ServiceNowSubtasks may appear in the Incident type dropdown field, this Incident type is not supported by the integration due to restrictions within Jira.


How do I check the statuses I chose to trigger my integration workflows?
Edit the integration again to see the settings to check which statuses have been selected to trigger the integration.
How do I disable part of the integration from working?
Click the toggle button on a workflow to enable or disable it. Blue workflow toggles are enabled, and Grey ones are disabled.
How do I disconnect my integration completely?
Edit the integration in Track Settings, scroll down and click the red Disconnect button. This will erase settings for all configured workflows.