ServiceNow Integration (part 1)

By Ashwin Venugopal -

 


To read part 2, please click here

Logging in to ServiceNow

ServiceNow is a fully customizable ITSM platform, running as a cloud-based Service as a Service (SaaS) platform and containing various modules that helps you to select solutions from first-and third-party solutions to fully expand the capabilities as well as integration across your technology landscape.

You can use the ServiceNow portal's menu on the left-hand side of the screen to navigate through the various components where you can easily find the incidents by simply scrolling through the list, or by searching it with the help of the Filter navigator option present at the top of the left-hand side menu.

Creating a Playbook to trigger a ticket in ServiceNow

We can easily create a ServiceNow Security Incident Response (SIR) incident with the help of a playbook as follows.

Cloning an Existing Logic App 

You can create a new playbook by cloning the existing one as follows-

  1. At the Microsoft Sentinel's playbook overview page select the playbook you want to clone.
  2. Now select the Clone button in the header of the playbook's logic app overview page.
  3. A new pane will be opened and you have to give the new logic app a descriptive name. Leave the Logic App Status dropdown as Enabled, and click the Create button.
  4. You will be taken back to your Azure portal home page. Regularly check the new playbook's deployment status and whenever it is completed, you can go back to your Microsoft Sentinel environment's playbook page. 

Hence, after successfully cloning an existing playbook, you can start making the required changes to add the actions needed to create the ServiceNow ticket.

Modifying the Playbook

Now you can easily select the cloned playbook and click the Edit button from the logic app overview. You can also add the ServiceNow incident after the Alert - Get incident (Preview) and before the Add comment to incident (V2) (Preview) steps. The new action can added as follows-

  1. You can move your mouse to the down arrow between the Alert - Get incident (Preview) and the Add comment to incident (V2) (Preview) steps to view the plus icon. After clicking on the icon, you can select Add an action. 
  2. Now you can see the Choose an action window and if you cannot see the ServiceNow connector under the Recent header, you can search it by simply entering ServiceNow in the Search connectors and actions search box.
  3. Select the ServiceNow entry and from the list of Actions, select Create Record. 
  4. Now you have to add the given information and then click Create to create the new connection to ServiceNow or you can simply skip to step 6, if you have an already set up connection to your ServiceNow environment. 
  5. After that you can view your logic app action. 
  6. Scroll to locate and select Security Incident in the Record Type dropdown.

Now, after making the necessary modifications, we can create the ticket.

Additional Incident Information

There is always a requirement for any specific information for the incident to be useful, hence we follow the steps given below to offer ServiceNow with the necessary information:
  1. If the Create Record action isn't open yet, then you have to click on it so that you can edit it.
  2. Change the Display System References dropdown to Yes so that you can see all the parameters in the next step.
  3. Now to minimize the number of access to the Add new parameter dropdown, you can use the table of parameter names to select all the items at once by simply clicking anywhere outside of the dropdown for the entries to be added.
  4. Now after successfully adding all the parameters, you will have all the fields necessary to populate the ServiceNow ticket ready to go.   






To read part 2, please click here


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