ServiceNow Ticket Created

Axonius supports ServiceNow Ticket Created as an event in a Workflow.

Users can create ServiceNow tickets using the following Enforcement Actions:

• ServiceNow - Create Incident - Creates one ticket in ServiceNow for all selected assets or assets returned from the query.

• ServiceNow - Create Incident per Asset - Creates a ticket in ServiceNow for each selected asset or each asset returned from the query.

Whenever a user creates a support ticket in ServiceNow, ServiceNow triggers an event. All Workflows configured with this event are then triggered.

Configuring ServiceNow to Send Events to Axonius

Before including the ServiceNow Ticket Created event in a Workflow the first time, you need to do the following:

• In the ServiceNow adapter - Advanced Configuration, enable the Enable real-time asset updates (Supported events: New users, New Tickets) option.
• Enable events in the ServiceNow adapter from System Settings - Workflows Events or from the Workflow Event configuration. The following screen shows enabling events from the System Settings> External Integrations> Workflows Events screen.

Adding the ServiceNow Ticket Created Event to the Workflow

Add ServiceNow Ticket Created as the triggering event of a Workflow or as an event anywhere else in the Workflow, where relevant. When this event occurs, the Workflow begins or continues running.

To select the ServiceNow Ticket Created event as the Workflow trigger

1. In the Trigger Type pane, under Incident Created or Updated, click the ServiceNow Ticket Created tile. The ServiceNow Ticket Created configuration opens in the Trigger Type pane.
2. If there is no valid adapter connection or events are not enabled in the adapter, configure a valid adapter connection and/or enable events in the adapter.
3. When events are enabled in a valid adapter connection, the following screen appears:
   

The Workflow is triggered each time a ServiceNow ticket is created. The next node runs on the retrieved ticket.

To select ServiceNow Ticket Created as a non-triggering event

1. In the Event pane, under Incident Created or Updated, click the ServiceNow Ticket Created tile. The ServiceNow Ticket Created configuration opens in the Event pane.
2. If there is no valid adapter connection or events are not enabled in the adapter, configure a valid adapter connection and/or enable events in the adapter.
3. When events are enabled in a valid adapter connection, the following screen appears:

In this case, when a ServiceNow ticket is created on the asset retrieved from the previous node, an event occurs and the Workflow continues running.