ServiceNow Integration

September 29, 2021

ServiceNow Integration

You can connect ServiceNow with Prism Platform. The integration enables you to raise tickets for ServiceNow straight from the platform.

Prism supports the ServiceNow Cloud – IT Service Management – Incidents and utilises the ServiceNow Cloud API.

This is a bidirectional integration, which ensures that data in both ServiceNow and Prism remains synchronised. Once an issue is moved a ‘Done’ or ‘Resolved’ status in ServiceNow, Prism will automatically mark the issue as remediated in Prism Platform. So there is no need to update the status of issues in two places.

In this article you can find the following information:

Set Up
Export Issues to ServiceNow
ServiceNow Issue Status
Regress Issues

Set Up

Step 1: Navigate to Connected Accounts on the Menu.

Step 2: Click on ‘Configuration’ under ServiceNow.

Step 3: Prism will ask you for the host URL to your ServiceNow subscription, e.g. https://company.servicenow.com/

Step 4: Enter your username. This is the username associated with your ServiceNow account.

Step 5: Enter your password. This is the same password used for your ServiceNow account.

Step 6: Click ‘Validate and Save’.

Export an Issue to ServiceNow

You can export issues from Prism to your ServiceNow instance from the following interfaces of the platform:

You can export issues individually or in bulk.

Export a Single Issue

Step 1: Navigate to Results on the Menu, and then Issues.

Step 2: Click on the three-dots menu to the right-hand side of the issue you would like to export.

Step 3: Select ‘Export to ServiceNow’.

Step 4: Confirm which category and sub-category type should be used for the issue selected.

The issue is then sent to the ServiceNow incident list.

You will see the following information within ServiceNow for the exported issue:

Short Description
Finding Title
Summary
Recommendation
Link to Prism issue

Export Issues in Bulk

You can export issues in bulk in two ways.

1. Checkbox individual issues

Step 1: Navigate to Results on the Menu, and then Issues.

Step 2: Select multiple issues using the checkboxes on the left-hand side.

Step 3: Click ‘Actions’ in the top right-hand corner.

Step 4: Select ‘Export to ServiceNow’.

This will export the selected issues to your requested ServiceNow incidents listing.

2. Export full phase list of issues

Step 1: Navigate to Results on the Menu, and then Phases.

Step 2: Select the Phase containing the issues you would like to export.

Step 3: Click ‘Actions’ in the top right-hand corner.

Step 4: Select ‘Export’.

Step 5: Click ‘Export’, and then ‘ServiceNow’.

You can then see which issues have been exported to ServiceNow:

ServiceNow Issue Status

Prism provides you with real-time updates of the progress of each issue that has been exported to ServiceNow. You can find a ServiceNow Ticket dialog to the top right-hand corner of the corresponding Issue interface in Prism, which displays the current status of the ServiceNow ticket.

Regress Issues

You can regress items via ServiceNow if the vulnerability status is ‘unverified remediation’.

This means, if issues have been marked as ‘done/resolved’ within ServiceNow by accident, they can be moved back to ‘in progress’, and Prism will be updated.

When a ticked is closed or reopened in ServiceNow, a comment is added to Prism’s respective vulnerability, so you are able to track for auditing and remediation purposes. For example, the comment will refer to the issue being set as remediated via ServiceNow.