Any Track in ISMS.online can be connected to ServiceNow using the available workflows, each workflow can be enabled once per Track.
The ServiceNow integration is capable of:
Creating Incidents in ServiceNow when a track item changes to a specific status and
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:
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.
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.
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.
Who can use the integration?
To configure any native integration in Tracks, you must have:
Permission to Administer the Track you want to integrate
A ServiceNow user account & permissions to access the ServiceNow Service Operations Workspace
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 present any options that we currently support. It also shows which integrations are enabled in this Track.
Step 3
To begin integrating with ServiceNow, click Enable. This will display some key fields that need to be filled in so that IO can authenticate your ServiceNow account.
Details required:
ServiceNow subdomain
Your ServiceNow user credentials (to authenticate permission to create ServiceNow Incidents)
Final Step
Once authentication has been completed, you should see a workflow appear. If you enable the toggle you should be greeted with the configuration options.
The first option is your condition in this Track that will trigger ServiceNow to create an Incident. For this example, we're choosing `Respond - A.5.26`, as this relates to a core part of Incident Management response processes.
The second and third options go hand in hand, these two will determine the next step for the Track Item once a status is met in ServiceNow. Following on with our example, we want the Track Item to be updated to `Resolved` once it's linked Incident in ServiceNow is updated to `Resolved`
With this example complete, we can send now escalate Incidents to our team in ServiceNow, and be assured that we can stay in the loop without having to monitor multiple systems.
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. |
How do I check the statuses I chose to trigger my integration workflows? | Click Configure and it will show the statuses |
How do I disconnect my integration completely? | Click Configure, scroll down and click the red Disconnect button. This will erase settings for all configured workflows. |