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Configure ticket profiles to use when synchronizing tickets between ServiceNow ITSM and Trend Vision One apps.

To enable third-party ticketing synchronization between Trend Vision One apps and ServiceNow, you must configure required settings in the ServiceNow console.
Note
Note
  • All ServiceNow instructions and links in this topic were valid as of December 2024.

Procedure

  1. In the ServiceNow console, install or update to the Trend Vision One connector version 2.2.0 or later.
  2. Create a non-interactive user restricted from directly signing in to the ServiceNow console.
    1. Sign in to the ServiceNow instance with a user_admin or admin account.
    2. Go to All → User Administration → Users.
    3. Select an existing user or create a new user and then enable the Web Service Access Only check box.
      Suggested non-interactive user roles:
      • incident_manager
      • problem_manager
      • x_tremi_trend_micr.admin
      • x_tremi_trend_micr.cases_user
      • x_tremi_trend_micr.assets_user
      • x_tremi_trend_micr.events_users
    4. Click Update.
    For more information, see the ServiceNow documentation on creating non-interactive users.
  3. In the Trend Vision One console, go to Workflow and Automation → Third-Party Integration and select Trend Vision One for ServiceNow Ticketing System
  4. Click Manage API Key and copy the Trend Vision One API endpoint URL.
  5. Click Generate Token.
  6. Specify the API key settings including the role of the user you created in ServiceNow.
  7. Click Add and copy the generated authentication token.
  8. Configure the integration with Case Management in the ServiceNow console.
    1. In the ServiceNow console, open the Trend Vision One Connector app.
    2. Go to Properties.
    3. Under Trend Vision One API Configuration, paste the Trend Vision One API endpoint URL.
    4. Under Case Management Integration, paste the authentication token.
    5. Select Integrate with Case Management.
      Important
      Important
      Trend Micro recommends enabling only one integration at a time (either Case Management or Workbench) to avoid generating duplicate incident tickets in ServiceNow.
    6. Click Save.
  9. Enable the ServiceNow integration settings in the Trend Vision One console.
    1. Go to Workflow and Automation → Case Management.
    2. Click Integration Settings.
      The Integration Settings panel appears.
    3. Enable Case Management to send tickets to ServiceNow.
      Once the connection is authenticated, Case Management can send cases to ServiceNow for management. All changes you make to a case in ServiceNow are synchronized with Trend Vision One.