ServiceNow Integration

Cloudneeti supports integration with ticketing systems to automatically log incidents when a misconfiguration is discovered in the monitored production environment. Incident Management (Ticketing) allows integrations with ticketing systems such as ServiceNow.

Prerequisites

1. ServiceNow instance is online

   

2. ServiceNow instance admin username and Password

3. ServiceNow instance user email id to assign tickets

S. No.	Step	Portal to use	Role
1	Configure ticketing system integration for ServiceNow	Cloudneeti	License Admin
2	Configure Incident Management	Cloudneeti	Subscription Owner
3	Verify tickets created	ServiceNow	Admin

STEP 1: Configure ticketing system integration for ServiceNow or Zendesk

The following steps are required to configure Service Now ticketing system integration in the Cloudneeti application.

License Admins will have the rights to managed configure integrations.

1. Select Service Now in the dropdown

2. Click Configure

   

3. Configure ServiceNow integration.

4. Enter Instance Name

5. Enter Instance Username

6. Select ServiceNow Access Type

7. Select Instance password

8. Enter Assign Ticket To

9. Click Save

   

STEP 2: Configure Incident Management

License Admins will have the rights to managed configure integrations.

1. Select Ticketing System from dropdown (ServiceNow, ZenDesk).

2. Select Frequency of Ticket Creation

3. Select All Accounts or Selected accounts

4. Select Included Accounts

5. Select Azure, Office365 or AWS

6. Select items in Available Categories section and click (6) to allocate High Priority or move them back to Available Categories. Reference for Cloudneeti priority to ServiceNow ticket Impact, Urgency and Priority

7. Select items in Available Categories section and click (7) to allocate Medium Priority or move them back to Available Categories

8. Select items in Available Categories section and click (8) to allocate Low Priority or move them back to Available Categories

9. Click Save

   

STEP 3: Verify tickets created

Tickets are created for non-compliant resources after every successful scan.

Sample ServiceNow Incident

1. Login to ServiceNow instance and click on Incidents to see the list

1. Verify details for selected incident

Sample ServiceNow Problem

1. Copy Problem id (2) related to Incident is available in Releated Records (1)

1. Search Problem id in Problem, within Problem all related Problem Tasks are listed

Sample ServiceNow Problem Task

1. Problem Task has Analysis section

1. Analysis section has Cloudneeti License, Account and failed policy details within Workaround

Annexture

Priority mapping

Cloudneeti Category Priority to ServiceNow Ticket Impact, Urgency and Priority. ServiceNow priority lookup link

Cloudneeti Category Priority	ServiceNow Ticket Impact	ServiceNow Ticket Urgency	ServiceNow Ticket Priority
High	2	1	2
Medium	1	3	3
Low	3	3	4