ServiceNow - Create Incident

The ServiceNow - Create Incident action 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).

General Settings

Use stored credentials from ServiceNow adapter - Select this option to use the ServiceNow connected adapter credentials.

When you select this option, the Select Adapter Connection drop-down is available, and you can choose which adapter connection to use for this Enforcement Action.

Required Fields

These fields must be configured to run the Enforcement Set.

1. Incident short description - Specify the incident title.

2. Incident description - Specify an incident description.

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

4. Instance Name - The Axonius node to use when connecting to the specified host. For more details, see Connecting Additional Axonius Nodes.

Additional Fields

These fields are optional.

1. ServiceNow domain - URL for the ServiceNow admin panel.
   NOTE

   If Use stored credentials from the ServiceNow adapter is disabled, this field is required.
2. User name and Password - 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.
3. Client ID and Client Secret - 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.

4. Refresh Token - When using the OAuth method of authentication, enter the value of the Refresh Token issued by a ServiceNow instance.

5. Verify SSL - Select whether to verify the SSL certificate of the server against the CA database inside of Axonius. For more details, see SSL Trust & CA Settings.

6. HTTPS proxy (optional) - 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.

7. Add link to Saved Query to the incident short description (optional)

   • 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.

8. Add default incident description (optional) - 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

9. 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.

10. 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.
11. Send CSV as attachment (optional)
* 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.
@(Info)(NOTE)(This field is relevant only for Create ServiceNow Incident action and is not part of the Create ServiceNow Incident Per Entity action settings.)
12. 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 assets 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 assets.

13. Send created issue link to webhook URL (optional) - 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.
14. 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.
15. 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.