Create ServiceNow Incident
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Create ServiceNow Incident

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The Create ServiceNow Incident action takes the saved query supplied as a trigger (or devices that have been selected in the asset table) and creates an incident in ServiceNow for all relevant entities.

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

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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.
  1. 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.
  1. 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, this fields are required.
  1. 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.
  2. 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.
  3. Instance name (required) - If you are using multiple nodes, choose the Axonius node that is integrated with selected source for this action.

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. 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.

  10. 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.
  11. 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.
NOTE

* This field is relevant only for Create ServiceNow Incident action and is not part of the Create ServiceNow Incident Per Entity action settings.
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For more details on other Enforcements available actions, see Action Library.
For more details on Enforcement Set configuration, see Enforcement Set configuration.

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