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ServiceNow

ServiceNow is a cloud-based platform that provides a range of IT service management (ITSM) and business process automation solutions for enterprises. You can set up Wallarm to create trouble tickets in ServiceNow.

Requirements

ServiceNow is a platform to help companies manage digital workflows for enterprise operations. Your company needs an owned ServiceNow instance and workflow apps built within it to integrate these apps with Wallarm.

Setting up integration

In ServiceNow UI:

  1. Get name of your ServiceNow instance.

  2. Get username and password to access the instance.

  3. Enable OAuth authentication and get client ID and secret as described here.

In Wallarm UI:

  1. Open Wallarm Console → Integrations → ServiceNow.

  2. Enter an integration name.

  3. Enter the ServiceNow instance name.

  4. Enter username and password to access the specified instance.

  5. Enter OAuth authentication data: client ID and secret.

  6. Choose event types to trigger notifications.

    ServiceNow integration

    Details on available events:

    • System related:
      • User changes (newly created, deleted, role change)
      • Integration changes (disabled, deleted)
      • Application changes (newly created, deleted, name change)
    • Vulnerabilities detected, all by default or only for the selected risk level(s):
      • High risk
      • Medium risk
      • Low risk
    • Rules and triggers changed (creating, updating, or deleting the rule or trigger)
    • Scope (exposed assets) changed: updates in hosts, services, and domains

  7. Click Test integration to check configuration correctness, availability of the Wallarm Cloud, and the notification format.

    This will send the test notifications with the prefix [Test message].

  8. Click Add integration.

Disabling and deleting an integration

You can delete or temporarily disable the integration. While deleting stops sending notificatioins and completely deletes all configuration, disabling just stops sending notifications which you can at any moment re-enable with the same settings.

If for the integration the System related events are selected to trigger notifications, Wallarm will notify about both of these actions.

System unavailability and incorrect integration parameters

Notifications to the system are sent via requests. If the system is unavailable or integration parameters are configured incorrectly, the error code is returned in the response to the request.

If the system responds to Wallarm request with any code other than 2xx, Wallarm resends the request with the interval until the 2xx code is received:

  • The first cycle intervals: 1, 3, 5, 10, 10 seconds

  • The second cycle intervals: 0, 1, 3, 5, 30 seconds

  • The third cycle intervals: 1, 1, 3, 5, 10, 30 minutes

If the percentage of unsuccessful requests reaches 60% in 12 hours, the integration is automatically disabled. If you receive system notifications, you will get a message about automatically disabled integration.