ServiceNow Ticket Updated

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

Users can update ServiceNow tickets using the following Enforcement Action:

• Update ServiceNow Tickets - Updates tickets (all related tickets, last created ticket, or specific tickets) of all selected assets or assets returned from the query.

ServiceNow ticket updates include changes to the following:

• Ticket Status - Change the status of the ticket. Available options: new, open, pending, hold, solved, closed.
• Ticket Assignee - Assign a ticket to another agent.
• Ticket Comments - For example, submission channel, IP address, and IP location of the ticket update.

Whenever a user updates 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 Updated event in a Workflow the first time, you need to do the following:

• Enable events in the ServiceNow adapter from System Settings or from the Event in the Workflow. The following screen shows enabling events from the System Settings> External Integrations> Workflows Events screen.
  

• In the ServiceNow adapter - Advanced Configuration, make sure that the Fetch EC Action ticket updates option is enabled.

Adding the ServiceNow Ticket Updated Event to the Workflow

Add ServiceNow Ticket Updated 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 Updated event as the Workflow trigger

1. In the Trigger Type pane, under Incident Created or Updated, click the ServiceNow Ticket Updated tile. The ServiceNow Ticket Updated configuration opens in the Trigger Type pane.
2. If events are not enabled in the adapter, click View Webhook Configuration, select the Enable events in adapter checkbox, and click Apply. The screen in the next step appears.
3. If events are enabled in the adapter, the following screen appears:
   

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

To select ServiceNow Ticket Updated as a non-triggering event

1. In the Event pane, under Incident Created or Updated, click the ServiceNow Ticket Updated tile. The ServiceNow Ticket Updated configuration opens in the Event pane.
2. If events are not enabled in the adapter, click View Webhook Configuration, select the Enable events in adapter checkbox, and click Apply. The screen in the next step appears.
3. If events are enabled in the adapter, the following screen appears:
   

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