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Allow ServiceNow IT Service Management to synchronize tickets created in Case Management, as well as any subsequent ticket updates.

Important
Important
  • All ServiceNow instructions and links in this topic were valid as of November 2023.
  • You can view Case Management case details in ServiceNow incidents. Click the Case Management tab in any incident to view or update case details. Trend Vision One Case Management supports two-way sync of case status and priority changes with ServiceNow.
  • Trend Vision One Case Management attachment files are only synchronized to the ServiceNow case table, not the incident table.

Procedure

  1. In the ServiceNow console, install or update to the Trend Vision One Connector app version 2.0 (or newer).
  2. Create a non-interactive user for web services on ServiceNow.
    1. Sign in to the ServiceNow instance with a user_admin or admin account.
    2. Go to All → User Administration → Users.
    3. Select or create a user and then enable the Web Service Access Only check box.
      Suggested user roles:
      • x_tremi_trend_micr.admin
      • x_tremi_trend_micr.cases_user
      • incident_manager
    4. Click Update.
    For more information, see the ServiceNow documentation.
  3. Set up the Case Management profile in Trend Vision One Third-Party Integration.
    1. In the Trend Vision One console, go to Workflow and Automation → Third-Party Integration
    2. In the Integration column, click Trend Vision One for ServiceNow Ticketing System.
    3. Select Trend Vision One Case Management from the profile list.
    4. On the General tab of the Ticket Profile Settings panel, configure general ticket profile settings.
         
      Host
      Type the host URL of the ServiceNow instance.
      Authentication type
      Select the type of authentication required to integrate with ServiceNow.
      • 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 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.
        Tip
        Tip
        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 ServiceNow server SSL certificate by enabling or disabling Verify SSL.
    5. Verify the connection to ServiceNow by clicking Test Connection.
    6. Click Save.
  4. Click Manage API Key and copy the Trend Vision One API endpoint URL.
  5. Go to Manage API Key → Generate Token, specify API key settings, click Add, and copy the authentication token.
  6. 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, specify 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.
  7. 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.