# Remediate via ServiceNow

Create ServiceNow incidents directly from Veza dashboards and queries to assign remediation work. Each incident includes the finding title, a direct link back to Veza, and any notes you provide.

## Prerequisites

Before remediating via ServiceNow:

* A [ServiceNow Veza Action](/4yItIzMvkpAvMVFAamTf/administration/administration/notifications/destinations/servicenow.md) is configured in **Integrations** > **Veza Actions**
* Your account has the required [remediation permissions](/4yItIzMvkpAvMVFAamTf/features/insights/remediation-actions.md#required-permissions)

## Remediate from a dashboard

![Remediate button and dropdown on the dashboard toolbar](/files/Iosnp8exCIFf9mOhbCRQ)

1. Navigate to **Access Intelligence** > **Dashboards**.
2. Open the dashboard.
3. Click **Remediate** in the dashboard actions toolbar.
4. Select **Create ServiceNow Ticket** from the dropdown.

   ![ServiceNow remediation modal showing Veza Action selector, Notes, and live preview](/files/bGgo6Tv6QDaOITSrWqJk)
5. In the modal dialog:
   * Select one or more **Veza Actions** to use as the delivery destination. Each selected action creates a separate ServiceNow incident.
   * Add optional **Notes** to provide context for the remediation.
6. Review the live preview showing the ServiceNow incident content.
7. Click **Create** to submit.

## Remediate from query details

![Remediate button on the query details toolbar](/files/5Mc56SyyYUJclOMVIhPP)

1. Open a saved query from **Access Intelligence** > **Saved Queries**.
2. Click **Remediate** in the query details toolbar.
3. Select **Create ServiceNow Ticket** from the dropdown.
4. Complete the form as described above.

The workflow is identical to dashboard remediation, but the generated incident references the specific query instead of the dashboard.

## ServiceNow incident format

ServiceNow incidents use a plain text format. The short description follows the pattern `[Veza Action] <Severity>: <Query Name>`, and the incident body follows this structure:

```txt
The query "AWS IAM Roles with S3 update permissions" returned 12 results.

Severity: Medium
Triggered By: Jane Smith
Triggered Time: Apr 17, 2026, 2:21:00 PM UTC
Query Name: AWS IAM Roles with S3 update permissions
Query Source: AwsIamRole
Query Destination: S3Bucket
Query Link: https://your-tenant.veza.cloud/app/assessments/f300f690-91c9-4bfd-bd71-eeb399fdce82
Notes: Please review and remove unused permissions by end of sprint.

Please note that you must authenticate to the Veza platform to access the link. If you have any trouble accessing the link, please contact your Veza administrator.
```

For dashboard remediation, the severity line is omitted and the message references the dashboard name and URL instead.

For additional ServiceNow notification format details and examples, see [ServiceNow Veza Action: Example notifications](/4yItIzMvkpAvMVFAamTf/administration/administration/notifications/destinations/servicenow.md#example-notifications).

## See also

* [Remediation actions](/4yItIzMvkpAvMVFAamTf/features/insights/remediation-actions.md) (overview, permissions, and troubleshooting)
* [Remediate via Jira](/4yItIzMvkpAvMVFAamTf/features/insights/remediation-actions/remediation-jira.md)
* [Remediate via Slack](/4yItIzMvkpAvMVFAamTf/features/insights/remediation-actions/remediation-slack.md)
* [ServiceNow Veza Action](/4yItIzMvkpAvMVFAamTf/administration/administration/notifications/destinations/servicenow.md) (setup and configuration)


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://docs.veza.com/4yItIzMvkpAvMVFAamTf/features/insights/remediation-actions/remediation-servicenow.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.