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    Update ServiceNow Tickets
    • 26 Jan 2025
    • 3 Minutes to read
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    Update ServiceNow Tickets

    • Updated on 26 Jan 2025
    • 3 Minutes to read
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    Article summary

    Update ServiceNow Tickets updates the relevant tickets for:

    • Assets matching the Enforcement Set query or assets selected on the relevant asset page. For example, if the action is triggered on asset type=Users, the action updates tickets linked to each user.
      • When the action is triggered on any asset type except Tickets (for example, Users), the enforcement action updates all tickets or the latest ticket linked to each asset resulting from the selected query, according to your selection in the Select Which Related Tickets To Update dropdown (see below).
      • When the action is triggered on asset type=Tickets, the action runs on all tickets resulting from the selected query. (The Select Which Related Tickets To Update dropdown is not relevant.)

    See Creating Enforcement Sets to learn more about adding Enforcement Actions to Enforcement Sets.

    Note:

    Required Fields

    These fields must be configured to run the Enforcement Set.

    • Action name - The name of this Enforcement Action. The system sets a default name. You can change the name.
    • Configure Dynamic Values - Toggle on to enter a Dynamic Value statement. See Creating Enforcement Action Dynamic Value Statements to learn more about Dynamic Value statement syntax.

    • 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 dropdown is available, and you can choose the adapter connection to use for this Enforcement Action.
    Note:
    To use this option, you must successfully configure a ServiceNow adapter connection.

    Ticket Main Settings

    These fields are optional.

    • Ticket Status - The status of the ticket at ServiceNow.
    • Ticket Assignee - The person assigned by ServiceNow to process the ticket.
    • Ticket Comments - Free text related to the ticket (by ServiceNow).

    • Select Which Related Tickets To Update - Relevant when this enforcement action runs on an asset category other than Tickets. Select one of the options:

      • All Related Tickets - Update all tickets linked to the main asset.
      • Last Created Ticket - Update the last reported ticket linked to the main asset.
      • Choose Specific Tickets - Update specific tickets based on their ticket IDs.
        • Ticket IDs to Update - From the dropdown that opens, select the IDs of the tickets to update.

    Ticket Additional Settings

    These fields are optional.

    • Map Axonius fields to adapter fields - Use the Field Mapping Wizard to map Axonius fields to fields in external systems. In this way you can transfer data found in Axonius into the external system as part of the configuration of relevant enforcement actions. The wizard shows you which fields exist on the Axonius system, allowing you to map them easily.

      Note:

      For details, see Axonius to External Field Mapping.

      • When Fetch dynamic dropdown values is enabled for the adapter connection, Placeholder text fields will be a list populated with the available values from ServiceNow.

    Additional Fields

    These fields are optional.

    Connection and Credentials

    When Use stored credentials from the adapter is toggled off, some of the connection fields below are required to create the connection, while other fields are optional.

    • ServiceNow Domain - The full URL of the ServiceNow server.
    • User Name and Password - The credentials for a user account that has the Required Permissions to perform this action.
    • 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.
    • Refresh Token - When using the OAuth method of authentication, enter the value of the Refresh Token issued by a ServiceNow instance.
    • Apigee URL - The URL of the domain that the get request is sent to for acquiring APIgee token.
    • Resource Apigee - The resources you want the APIgee to access.
    • Verify SSL (optional) - 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.
    • HTTPS Proxy (optional) - Connect the adapter to a proxy instead of directly connecting it to the domain.
    • Additional fields (json format) - 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 one of the specified fields is invalid, the request might fail.

    For more details about other Enforcement Actions available, see Action Library.


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