ServiceNow ITSM (IT Service Manager), a cloud based platform that helps manage and improve your IT services is integrated with Seqrite Data Privacy.
In your Data Privacy application, ServiceNow can be seen located under Integrations> ITSM.
When you navigate to ITSM, the ServiceNow account details screen is displayed.
Note: A ServiceNow account should be added already in the application. The account can be added with one of the three authentication methods
- Default
- OAuth
- JWT
On the ServiceNow Account Details screen, you can see Account Name, Base URL, Authentication Method, Username, and Password (Masked)
The added account is shown as 'Connected' on the screen
The account details can be edited by toggling the Edit button on the top right corner of the screen. Once the account is added, you can see the Event-Incident Mapping.
Navigate to the Event Incident Mapping tab on the screen. You can add a rule for the events by clicking the 'Add Rule' button.
Clicking 'Add Rule' will open the Rule Information screen. Here, you can add Event, Priority, and select the Incident fields for short description by checking the boxes available. The added incidents are seen per priority on the Event-Incidents Mapping screen. You can edit or delete the events by clicking the pencil and delete icons in the right hand side of the selected events.
When any of the incidence action occurs in the application, the Incident status gets reflected in the Incident Status tab on the screen. You can see the New, Completed, and Failed incidents details by clicking the desired incident.
Note: The incident status details get changed whenever there are amendments made on the ServiceNow platform by the Administrator.