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.
  NOTE

  To use this option, you must successfully configure a ServiceNow adapter connection.

  Required Fields

These fields must be configured to run the Enforcement Set.

• Incident short description - Specify the incident title.
• Incident description - Specify an incident description.
• Message severity - Select the message severity:
  • info (default)
  • warning
  • error

• Compute Node - 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.

• Add link to Saved Query to the incident short description - When selected, 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.

• Add default incident description - When selected, Axonius will include the default incident description (mentioned below) in the ServiceNow incident.
  
  
  Example message:

  _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_
  

• Multiple optional incident related settings - Enter information for the fields you want to add to the incident:

  • Incident Type
  • Caller ID
  • Requested for
  • Symptom
  • Assignment group
  • Category
  • 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.

• 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.

• 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.
  NOTE

  This field is relevant only for Create ServiceNow Incident action and is not part of the Create ServiceNow Incident Per Entity action settings.

• 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.
  NOTE

  This checkbox is relevant only when Send CSV as attachment is True.

• Send created issue link to webhook URL - Specify the webhook URL the created ServiceNow incident link will be sent.

  • When supplied, Axonius will send the message specified in the Webhook content field to the specified webhook URL.
  • When left empty, 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.

• Webhook content - Specify the webhook content in a JSON format.

  • The default webhook content in JSON format is:
    {"text": "Created incident link is:<<ISSUE_LINK>>"}
  • When supplied, Axonius sends the specified content to the specified webhook URL. Otherwise, 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.

• Table name (default: incident) - Specify the ServiceNow table name in which the incident will be created.

• Link created task to another new table record - Link the newly created incident to another new incident in the table.

  • Name of table to populate into (default: sc_req_item) - Fill in the name of the table.
  • Field to base a relation on (default: request) - Fill in the field to use as a base for the relation.
  • JSON entry to send - Fill the XML value field in ServiceNow.