Create ServiceNow Incident
  • 20 Sep 2022
  • 6 Minutes to read
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Create ServiceNow Incident

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Create ServiceNow Incident creates an incident in ServiceNow for all the entities retrieved from the saved query supplied as a trigger (or from the entities selected in the asset table).

To configure the Create ServiceNow Incident action, from the Action Library, click Create Incident, and then click Create ServiceNow Incident.

Connection Settings

Click to view Connection Settings
  1. Use stored credentials from the ServiceNow adapter (required, default: False) - Select this option to use the first connected ServiceNow adapter credentials.
    NOTE
    To use this option, you must successfully configure a ServiceNow adapter connection.
  2. ServiceNow domain (optional, default: empty) - URL for the ServiceNow admin panel.
    NOTE
    If Use stored credentials from the ServiceNow adapter is disabled, this field is required.
  3. User name and Password (optional, default: empty) - To connect to ServiceNow, you will need to create a user with action privileges.
    NOTE
    If Use stored credentials from the ServiceNow adapter is disabled, these fields are required.
  4. Client ID and Client Secret (optional) - The OAuth Client ID and Client Secret for OAuth access to ServiceNow. Refer to OAuth 2.0 with Inbound REST for full details on how to obtain the OAuth Token.
  1. Refresh Token - When using the OAuth method of authentication, enter the value of the Refresh Token issued by a ServiceNow instance.
  2. Verify SSL (required, default: True) - Verify the SSL certificate offered by the host supplied in ServiceNow domain. For more details, see SSL Trust & CA Settings.
    • If enabled, the SSL certificate offered by the host will be verified against the CA database inside of Axonius. If it fails validation, the connection will fail with an error.
    • If disabled, the SSL certificate offered by the host will not be verified against the CA database inside of Axonius.
  3. HTTPS proxy (optional, default: empty) - A proxy to use when connecting to ServiceNow domain.
    • If supplied, Axonius will utilize the proxy when connecting to the host defined for this connection.
    • If not supplied, Axonius will connect directly to the host defined for this connection.

Action Settings

Click to view Action Settings
  1. Incident short description (required, default: empty) - Specify the incident title.

  2. Add link to Saved Query to the incident short description (required, default: False)

    • If enabled, a link to the saved query defined as the trigger for the enforcement set will be appended to the short description of the created incident.
    • If disabled, a link to the saved query defined as the trigger for the enforcement set will not be appended to the short description of the created incident.
  3. Incident description (required, default: empty) - Specify an incident description.

  4. Add default incident description (required, default: False) - Select whether to send the incident description to ServiceNow.

    • If enabled, Axonius will include the default incident description (mentioned below) in the ServiceNow incident.
    • If disabled, Axonius will not include the default incident description (mentioned below) in the ServiceNow incident.

    Message example:
    Alert - "test" for the following query has been triggered: Missing Sophos

    Alert Details
    The alert was triggered because: The number of entities is above 0
    The number of devices returned by the query:4
    The previous number of devices was:4

    You can view the query and its results here: https://demo-latest.axonius.com/devices?view=Missing Sophos

  5. Message severity (required, default: info) - Select the message severity: info, warning or error.

  6. Multiple optional incident related settings (optional, default: empty):

    1. Incident Type
    2. Caller ID
    3. Requested for
    4. Symptom
    5. Assignment group
    6. Category
    7. Subcategory
    NOTE
    Since the valid values of the different parameters are customer specific, Axonius does not validate any of those parameters values. You must make sure inserted values are correct, otherwise, the request might fail.
  7. Additional fields (optional, default: empty) - Specify additional fields to be added as part of the incident as key/value pairs in a JSON format. For example: {"field1": "value1", "field2": "value2"}.

    • If supplied, Axonius will add the specified fields and values to the created incident. If one of the specified fields is invalid, the request might fail.
    • If not supplied, Axonius will not add any additional fields to the created incident.
  8. Send CSV as attachment (required, default: False)

    • If enabled, the created incident will include an attached CSV file with the query results.
    • If disabled, the created incident will not include an attached CSV file with the query results.
    NOTE
    This field is relevant only for Create ServiceNow Incident action and is not part of the Create ServiceNow Incident Per Entity action settings.
  9. Include only added entities in attached CSV (required, default: False)

    • If enabled, the attached CSV file with the query results will only contain information about the devices added in the trigger query since the previous execution of the enforcement task.
    • If disabled, the attached CSV file with the query results will contain information about all the relevant entities.
    NOTE
    This checkbox is relevant only when Send CSV as attachment is True.
  10. Send created issue link to webhook URL (optional, default: empty) - Specify the webhook URL the created ServiceNow incident link will be sent.

    • If supplied, Axonius will send the message specified in the Webhook content field to the specified webhook URL.
    • If not supplied, Axonius will only create the ServiceNow incident.
    NOTE
    This field is relevant only for Create ServiceNow Incident action and is not part of the Create ServiceNow Incident Per Entity action settings.
  11. Webhook content (optional, default: {"text": "Created incident link is:<<ISSUE_LINK>>"}) - Specify the webhook content in a JSON format.

    • If supplied, Axonius will send the specified content to the specified webhook URL.
    • If not supplied, Axonius will only create the ServiceNow incident.
    NOTE
    • <<ISSUE_LINK>> - will include the ServiceNow incident URL.
    • This field is relevant only for Create ServiceNow Incident action and is not part of the Create ServiceNow Incident Per Entity action settings.
  12. Table name (optional, default: incident) - Specify the ServiceNow table name in which the incident will be created.

    • If supplied, the incident will be created in the specified table name.
    • If not supplied, the incident will be created in the 'incident' table.

Additional CSV Settings

  1. Split by asset entities (required, default: false) - Select to create a CSV file where each asset on a device is shown as a separate row. This separates each asset as the 'expand' option in the application. It separates each asset by its entity. For example, you will be able to know which values were fetched from each adapter connection.
    a. If supplied, each value on a device or user is shown as a separate row.
    b. If not supplied all values on a device are in the same cell on the CSV file.
  2. Split by field values (optional, default empty) - Choose field value - For complex fields and lists you can create a CSV file where the values of complex fields and lists are represented as separate rows in the file. From the drop-down box select the value that you want to display in the file, 'Tags' for instance. Only fields that have been discovered are available. For example, if you export by Installed Software, you will be able to see each installed Software name and its version.
  3. Don't split complex objects into columns (optional, default: false) - When selected, complex objects appear in a single column in JSON format. By default, each field in a complex object is split into a separate column in the CSV file.
  4. Export CSV delimiter to use for multi-value fields (optional, default: Export CSV delimiter to use for multi-value fields field under the System Settings section in the GUI Settings) - Specify a delimiter to separate between values within the same field of an exported CSV file, otherwise the delimiter defined in Export CSV delimiter to use for multi-value fields is used.
  5. Maximum rows (optional, default: 1048500) - Specify the maximum number of rows to be included in the CSV file. When you set a value here the generated CSV file will include the top x rows, based on the specified values. Otherwise, the generated CSV file will include the default maximum rows, set as 1048500.


To learn more about configuring Enforcement Sets, see Configuring Enforcement Sets.


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