ServiceNow (v2.10.2)
Use The ServiceNow IT Service Management (ITSM) solution to modernize the way you manage and deliver services to your users.
- Author
- Cortex XSOAR
- Support
- xsoar
- URL
- https://www.paloaltonetworks.com/cortex
- Default data source
- ServiceNow v2
- Categories
- Case Management
Incident fields (26)
- ServiceNow Assigned To
- ServiceNow Assignment Group
- ServiceNow Attack Vector
- ServiceNow Business Impact
- ServiceNow Caller
- ServiceNow Caller ID
- ServiceNow Category
- ServiceNow Closed By
- ServiceNow Closed Date
- ServiceNow Description
- ServiceNow Due Date
- ServiceNow Escalation
- ServiceNow Impact
- ServiceNow Notify
- ServiceNow Opened Date
- ServiceNow Priority
- ServiceNow Resolution Code
- ServiceNow Resolution Notes
- ServiceNow Resolved Time
- ServiceNow SIR Category
- ServiceNow SIR State
- ServiceNow Severity
- ServiceNow State
- ServiceNow Ticket ID
- ServiceNow Ticket Number
- ServiceNow Urgency
Integrations (5)
- ServiceNow (Deprecated)
- ServiceNow CMDB
- ServiceNow Event Collector
- ServiceNow IAM
- ServiceNow v2
Layouts (3)
- ServiceNow Create Ticket and Mirror
- ServiceNow SIR Incident
- ServiceNow Ticket
Modeling rules (1)
- ServiceNow ServiceNow Modeling Rule
Playbooks (5)
- Create ServiceNow Ticket
- Mirror ServiceNow Ticket
- ServiceNow - Ticket Management
- ServiceNow CMDB Search
- ServiceNow Ticket State Polling
Scripts (7)
- ServiceNowAddComment
- ServiceNowCMDBEnrichAsset
- ServiceNowCreateIncident
- ServiceNowIncidentStatus
- ServiceNowQueryIncident
- ServiceNowTroubleshoot
- ServiceNowUpdateIncident
README
Cortex XSOAR interfaces with ServiceNow to help streamline security-related service management and IT operations.
<~XSOAR>
The data in ServiceNow tickets can be mirrored to Cortex XSOAR so that you can track the status and information in the task.
You can also provide comments or attachments in Cortex XSOAR which will appear in ServiceNow.
</~XSOAR>
What does this pack do?
- View, create, update, or delete a ServiceNow ticket directly from Cortex XSOAR and enrich it with Cortex XSOAR data.
- View, create, update, and delete records from any ServiceNow table.
- Query ServiceNow data with the ServiceNow query syntax.
- Enables users to fetch Events from ServiceNow platform into Cortex XSIAM.
- Log Normalization - XDM mapping for key event types
<~XSOAR>
As part of this pack, you will also get two out-of-the-box layouts so that you can visualize ServiceNow ticket information in Cortex XSOAR.
The Create ServiceNow Ticket playbook provides an example for how to use the Mirror ServiceNow Ticket playbook to mirror data and the ServiceNow Ticket State Polling sub-playbook to track when the ticket closes.
</~XSOAR>
<~XSIAM>
Supported Event Types
- Audit
- Syslog Transactions
- Case
Configure ServiceNow Event Collector on XSIAM Tenant
- Go to Settings > Configurations > Automation & Feed Integrations.
- Search for ServiceNow Event Collector
- Click Add instance.
- Insert the ServiceNow URL.
- Insert your credentials (user name and password).
- Scroll down to the Collect section.
- Mark Fetch Events and select the desire event types to fetch (Audit and Syslog Transactions)
Important
To use ServiceNow on Cortex XSIAM, ensure your user account has the rest_api_explorer and web_service_admin roles.
These roles are required to make API calls. To use the Case API endpoint, users must have one of the following roles:
- csm_ws_integration
- sn_customerservice.customer
- sn_customerservice.consumer
For more information on ServiceNow platform
</~XSIAM>