ServiceNow - Update Tickets
  • 10 Dec 2023
  • 3 Minutes to read
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ServiceNow - Update Tickets

  • Dark
  • PDF

Article Summary

The Update ServiceNow Tickets action works on all assets supported by the ServiceNow-Create Incident tickets. It updates the relevant tickets for:

  • Assets that match the results of the selected saved query, and match the Enforcement Action Conditions, if defined or assets selected on the relevant asset page. For example, if the action is triggered on asset=Users, the enforcement action updates tickets linked to each user.

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

General Settings

  • Enforcement Set name (required) - The name of the Enforcement Set. A default value is added by Axonius. You can change the name according to your needs.
  • Add description - Click to add a description of the Enforcement Set. It is recommended to describe what the Enforcement Set does.
  • Run action on assets matching following query (required) - Select an asset category and a query. The Enforcement Action will be run on the assets that match the query parameters.
  • Action name (required) - The name of the Main action. A default value is added by Axonius. You can change the name according to your needs.
  • 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.
To use this option, you must successfully configure a ServiceNow adapter connection.

Required Fields

These fields must be configured to run the Enforcement Set.

Additional Fields

These fields are optional.

Connection Parameters

When Use stored credentials from ServiceNow adapter is toggled Off, these fields are required:

  • 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 fetch assets.
  • 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.
  • 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.

  • HTTPS proxy - Connect the adapter to a proxy instead of directly connecting it to the domain.

  • Additional fields (json format) (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 adds 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 does not add any additional fields to the created incident.
  • Status of the Ticket - 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
    • All Related Tickets - All tickets linked to the main asset.
    • Last Created Ticket - The latest ticket linked to the main asset.
    • By TIcket ID - Ticket having the specified ID.

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

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