ServiceNow

Configuring notifications for ServiceNow

Veza administrators can configure ServiceNow as a destination for Workflow events, to create tickets when rows are rejected by reviewers. Using the information from Veza, another team can follow up on a decision, and stakeholders can get additional visibility into certification progress.

Prerequisites and Capabilities

• You will need administrator access to your ServiceNow instance to create a service account. This account requires permission to create incidents. The integration will not make any other changes or delete tickets.

• Any table (including custom tables) can be set as the ticket destination

• The Veza-ServiceNow Orchestration Action is maintained for the current ServiceNow version (San Diego). However, it should be compatible with earlier versions if the following API calls are available:

  • GET /api/now/table/{table_name}/short_description=xxx

  • POST /api/now/table/{table_name}

• The Orchestration Action is not aware of Assignment Groups. You may want to establish your own internal logic for assigning newly-created issues in the table.

Create a ServiceNow API user

Before adding the Orchestration Action to Veza, you will need to connect to ServiceNow to create an API User (service account) to create the ticket as

1. Navigate to https://<your_instance>.service-now.com and log in with an account that has the user_admin role.

2. In the left navigation pane, expand User Management and click Users.

3. At the top of the main pane, click New.

4. Ensure that Web service access only is checked to only allow API calls for the account, and prevent UI access.

5. Check Internal Integration User to mark the user as a service account.

6. Make note of the user ID and password values.

7. To allow the service account to create incidents, open the user roles tab, click edit and find the sn_incident_write role collection. Add it to the roles list and click Save.

For more information, see Create A User (Service Now).

Add a ServiceNow Orchestration Action in Veza

1. Browse to Integrations > Orchestration Actions > Add Orchestration Action

2. Click ServciceNow and click Next.

3. Fill out the required fields:

Field	Description
Name	Short name to display in the Veza UI
Host	ServiceNow host URL
Username	Service account to connect as
Password	Service account password
Ticket Table	ServiceNow ticket table to send notifications
Category	Category to create the ticket under (optional)
Sub-category	Optional ticket sub-category
Urgency	Optional urgency to assign tickets

Click Next to test and create the Orchestration Action.

Setting ServiceNow as an alert destination

Any ServiceNow Orchestration Action added to Veza can be used with Access Review Workflows. To add ServiceNow alerts to an existing workflow,

1. Find the workflow on the Workflows panel

2. Choose View Workflow from the actions dropdown

3. Click Configure Orchestration Actions

4. Choose the ServiceNow Orchestration Action in the Action on Sign-off of Rejected Row section and check the box to enable it

To add ServiceNow for a new Workflow,

1. Click New Workflow on the Workflows panel

2. Under Orchestration Actions on the left menu, click Configure Orchestration Actions

3. Choose the ServiceNow Orchestration Action in the Action on Sign-off of Rejected Row section and check the box to enable it

When certifying a workflow with a ServiceNow Orchestration Action enabled, users can show or hide additional columns with Orchestration Action status details for signed-off and rejected rows:

• Notification Details, which you can click to view the ticket ID

• Notification Status, which can be PENDING, SUCCESS, or FAILED