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      ServiceNow IT Service Management 2.3.0
      • 06 Apr 2025
      • 2 Minutes to read
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      Contents

      ServiceNow IT Service Management 2.3.0

      • Updated on 06 Apr 2025
      • 2 Minutes to read
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      Article summary

      ServiceNow IT Service Management - 2.3.0

      tags: python | PaaS

      Table of Contents

      Description

      Integration with Service-Now ITSM enables CDC users to create and close incident tickets and updated comments on ServiceNow ITSM, directly from CDC.

      The current out-of-the-box CyberProof integration to ServiceNow is based on the ITSM Incident Management record.

      This is a one-direction integration in which a CyberProof incident can do the following on the ServiceNow end:

      • Create an incident

      • Close an incident

      • Add a comment

      • Get an incident

      • Upload an attachment to an incident

      This operation is based on and supported via ServiceNow's Table API and Attachment API.

      For bi-directional integration, ServiceNow can use CyberProof's public Platform API

      CyberProof has provided CLI commands to cater to different user actions, as listed above. We also use custom adaptive cards, to display ServiceNow ITSM ticket information on CDC.

      Integration Type:Ticketing
      Information read:Incident ticket information from CDC.
      API Supported:API V0.7.16
      Input:Incident ticket information from CDC or comments from CDC users.
      Output:Ticket created, updated on ServiceNow. Addition of comment on ServiceNow comments of ITSM ticket.

      CDC Command Lines

      • create_servicenow_ticket_cli
        Create a ServiceNow ticket and set the external ID back in the CDC. While running the CLI, enter the Incident ID (in CDC version < 2.2).
      OptionTypeDescriptionRequired
      incident_idstringThe incident key in the CDC.False
      • upload_files
        Upload CDC incident attachments to the ServiceNow ticket.
      OptionTypeDescriptionRequired
      ticket_idstringServiceNow incident ID.True
      filenamesstringComma separated names of files to be uploaded.False
      • add_comment_cli
        Add comment in ServiceNow for a given ticket number.
      OptionTypeDescriptionRequired
      ticket_idstringServiceNow ticket ID.True
      commentstringComment to add in the ServiceNow ticket.True
      • get_incident_cli
        Get information on an incident from ServiceNow.
      OptionTypeDescriptionRequired
      ticket_idstringServiceNow ticket ID.True

      Workflows

      • attachment-sub-workflow
        Used for attaching files to a ServiceNow ticket.

      • close_alert_servicenow_ticket
        Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC alert.

      • close_incident_servicenow_ticket
        Workflow for closing a ticket in ServiceNow’s ITSM, when closing a CDC incident.

      • escalate_servicenow_ticket
        Workflow for escalating a ticket in ServiceNow’s ITSM for escalation in the CDC incident.

      • update_servicenow_ticket
        Workflow for updating the ticket in ServiceNow’s ITSM, for the update in the CDC incident.

      • post_add_comment
        Post add-comment in CDC by ID of incident/message/channel.

      • post_get_incident
        Post get-incident in CDC by ID of incident/message/channel.

      Rules

      • close_alert_in_servicenow
        Closing a ticket in ServiceNow’s ITSM, once an alert is closed in the CDC.

      • close_incident_in_servicenow
        Closing a ticket in ServiceNow’s ITSM, once an incident is closed in the CDC.

      • escalate_incident_in_servicenow
        Escalate a ticket in ServiceNow’s ITSM, once an incident is escalated in the CDC.

      • update_incident_in_servicenow
        Update a ticket in ServiceNow’s ITSM, once an incident is updated in the CDC.

      Sensors

      No sensors

      Triggers

      No triggers

      Known Issues

      No known issues

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