Trend Vision One for ServiceNow Ticketing System Integration

Set up the integration to send tickets to ServiceNow ITSM to be managed in the ServiceNow portal.

  1. Go to Workflow and Automation > Third-Party Integration.
  2. In the Integration column, click Trend Micro Vision One for ServiceNow Ticketing System.
  3. Click Create Profile.
  4. On the General tab of the Ticket Profile Settings panel, configure general ticket profile settings.

    Field

    Setting

    ServiceNow template

    Select a ServiceNow template from the drop-down list.

    • Incidents

    • Security Incidents

    • Custom

    Selecting Custom requires that you fill in a table name and create a new table with the specific name on the ServiceNow portal.

    The table name can contain a maximum of 40 characters, including letters (a-z), numbers (0-9), and underscores (_).

    Name

    Specify a ticket profile name.

    The name appears on both the Trend Vision One console and ServiceNow portal.

    Profile description

    (Optional) Specify a ticket profile description.

    Host

    Type the host URL of the ServiceNow instance: ven04880.service-now.com.

    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:

      To modify 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 the Verify SSL toggle.

    (Optional) Verify the connection to ServiceNow by clicking Test Connection.

  5. (Optional) On the Advanced tab, configure advanced ticket profile settings.
    For the description of each field in the advanced settings, see the ServiceNow documentation.
    Important:

    Settings specified in Custom fields override corresponding settings that are configured below the text box.

  6. Click Save.

    If the connection is authenticated, Trend Vision One apps can send tickets to ServiceNow ITSM for management.

Parent topic: Third-Party Integration