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Allow Trend Vision One to send tickets to ServiceNow ITSM to be managed in the ServiceNow portal.

Before you begin

Ensure you configured ServiceNow ITSM to enable Trend Vision One for ServiceNow Ticketing System and Trend Vision One Connector v2.2.0 or later in ServiceNow.
Ticket profiles allow you to automatically sync Case Management case data between Trend Vision One apps and third-party ticketing services like ServiceNow ITSM. After you create a ticket profile, you may select the profile when creating a new case. Third-party ticketing supports two-way sync of case status and priority changes.
Click the Case Management tab in the specified ServiceNow table to view or update case details.
Note
Note

Procedure

  1. In Trend Vision One, go to Workflow and Automation → Third-Party Integrations.
  2. In the Integration column, click Trend Vision One for ServiceNow Ticketing System.
  3. Click Create Profile.
  4. Select the Associated App.
  5. On the General tab of Ticket Profile Settings, configure general ticket profile settings as shown in the following table.
    Setting
    Action
    Case type
    This option appears if you select Case Management for the Associated App.
    Select one of the following:
    • Compliance case
    • General case
    • MDR cases
    • Risk event case
    • Workbench case
    ServiceNow table
    Select a ServiceNow table from the list. Tables available for each app include:
    • Compliance: Problem only
    • General: Case, incident, problem, or others
    • MDR cases: Incident only
    • Risk event cases: Incident or problem
    • Workbench cases: Case or ncident
    Attachments only synchronize to ServiceNow Case tables, not Incident tables.
    Name
    Specify a ticket profile name.
    The name appears on both the Trend Vision One console and ServiceNow portal.
    Profile description
    Specify a ticket profile description.
    Host
    Type the host URL of the ServiceNow instance.
    Authentication type
    Select the type of authentication required to integrate with ServiceNow.
    Mapping becomes available after setting up authentication.
    • Basic
      To create a basic application, fill in the following fields:
      • User name: Type the user name of the ServiceNow instance URL.
      • Password: Type the password of the ServiceNow instance URL.
    • OAuth
      To create an OAuth application, fill in the following fields:
      • Client ID: Copy and paste the client ID automatically generated by the ServiceNow OAuth server.
        You can obtain the client ID from the ServiceNow portal.
      • Client secret: Copy and paste the client secret for the OAuth application.
        You can obtain the client secret from the ServiceNow portal.
      • Refresh token: Copy and paste the OAuth refresh token.
        You can obtain the refresh token by creating an HTTP POST that requests an OAuth token.
      To change OAuth authentication settings, click Clear Authentication Settings, and then copy and paste new settings in the corresponding text boxes.
    Verify SSL
    Specify whether to verify the ServiceNow server SSL certificate by enabling or disabling Verify SSL.
  6. Verify the connection to ServiceNow by clicking Test Connection.
  7. To configure case mapping:
    1. Enable Configure case information mapping.
    2. Define the two-way mapping between case Status and ServiceNow incident state. Setting a case to a mapped status automatically updates the corresponding incident state. Likewise, changes to a mapped incident state in ServiceNow updates the corresponding case status.
    3. Define the bi-directional mapping between case Priority and ServiceNow Incident Impact & Urgency. By default, ServiceNow has priority lookup rules.
    4. Map Comment to Service Now.
    5. Set Case closed information mapping.
  8. On the Advanced tab, you can configure advanced ticket profile settings.
    • Assignment Group represents the group responsible for addressing the ServiceNow ticket.
    • Assigned To indicates the individual ServiceNow user within the assignment group who is directly responsible for the ServiceNow ticket.
    • Reference User displays person-level associations like requester or approver.
    • Channel indicates how the ServiceNow ticket was created and indicates the origin of the ticket like phone or email.
    For detailed descriptions of ServiceNow fields, see the ServiceNow documentation.
  9. Click Save.
    After authenticating the connection, Trend Vision One apps can send case data to ServiceNow ITSM for management.