ServiceNow
ServiceNow is a leading digital workflow platform that helps organizations manage IT services, operations, and business processes with automation and efficiency. It’s widely used for incident management, change control, and service requests across enterprise environments.
Integrating OX Security with ServiceNow brings security insights directly into your IT operations workflows. Vulnerabilities and security issues detected by OX can be automatically converted into ServiceNow incidents or tasks, allowing IT and security teams to respond faster and more effectively.
Benefits of the integration include:
Centralized Incident Management: Track and resolve security issues within the same platform used for IT operations.
Faster Response Times: Automate ticket creation based on real-time vulnerability findings from OX.
Improved Collaboration: Bridge the gap between security and IT teams with shared visibility and accountability.
Consistent Workflow: Align security issue handling with your organization’s existing escalation and resolution processes.
Prerequisites
ServiceNow admin account.
Creating a Dedicated ServiceNow API User
For ServiceNow-OX integrated incident management, you need to define a new dedicated API user and then assign this user the required roles and permissions.
Create a new API user
Go to https://developer.servicenow.com/ and log in to your ServiceNow admin account.
Select Start Building > Request Instance. The process of instace creation takes 5-10 mins).
Select Manage instance password.
Top start using services, click Instance URL and use the Username and the Password.
From the top menu, select All > Users and then in the right top corner, select New.
Set the following parameters and select Submit.
User ID
api_incident_user
First Name
Your first name.
Last Name
Your last name.
Password needs reset
Select this checkbox.
Active
Select this checkbox.
Type your email address for getting notifications.
Time zone
Verify that the time zone is correct.
The new user appears in the list of users.
Select the desired User ID.
Select Set Password, then select Generate, copy the new password and store it in a safe location.
To link the new password to the user, select Update.
Assign required roles
In the user definitions page, scroll down and select Roles > Edit.
Define the roles as follows and then select Save.
itil
for incident creation and management
rest_service
essential for API access.
rest_api_explorer
for testing API access
catalog_admin
for category access
sn_incident_read
for incident reading scope
sn_incident_write
for incident writing scope
The new services appear in the user defidition page.
Connecting to ServiceNow
In the OX app, go to Connectors and search for ServiceNow.
Select ServiceNow. The Configure your ServiceNow credentials dialog appears.
ServiceNow Host URL
The URL of the ServiceNow developer site.
User Name
The name of the user that was defined in ServiceNow for the integration with OX.
Password
The password for the OX user in ServiceNow.
Token Name
The token name is automatically generated by OX.
Select CONNECT. The ServiceNow connector is configured.
Adding ServiceNow Tickets
After establishing the connection with ServiceNow, you can add ServiceNow tickets to tasks and issues in OX using one of the following methods:
Adding a new ticket to an issue, or bulk of issues.
Adding a new ticket as a scheduled task using workflows.
To add a new ServiceNow ticket in OX:
In the Issues page, identify and select the issue for which you want to add a new ticket in ServiceNow.
Select the ServiceNow icon.
Set the ticket details in the Create ServiceNow Ticket dialog and select CREATE TICKET.
Title
The title of the ticket that describes the problem/issue.
Category
The name of the workspace, as it's defined in Monday.
Assigned To
Set the team member who will work on the ticket.
Priority
Set the priority for the ticket
The new ticket appears in ServiceNow.
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