ServiceNow - Incident Management

Configuring a webhook integration with ServiceNow IT Service Management (ITSM) allows you to create incidents automatically in ServiceNow ITSM.

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Third-party documentation is subject to change. Updates might not be reflected in BeyondTrust documentation. For the most up-to-date information, visit ServiceNow product documentation.

Requirements

• Access to a BeyondTrust site with an EPM app
• An EPM account with webhook read/write privileges
• A service account in ServiceNow, with permissions to create a new user in ServiceNow with the itil role

Create a service account

The webhook integration between ServiceNow and EPM requires a service account in ServiceNow. You must create a new user in ServiceNow with the itil role and copy the user's sys_id. You require the user's sys_id when configuring the webhook in EPM.

For more information on creating users and assign roles in ServiceNow, see Create a user and Assign a role to a user.

Create a webhook integration for ServiceNow - Incident Management

1. Go to EPM > Settings.
   The EPM page displays the available system settings.
2. Click Webhook Settings.
   The Webhook Settings page displays.
3. Click Create Webhook.
   The Create Webhook page displays.
4. To create the webhook, use the following:
   • Webhook Name: Enter a name
   • Webhook URL: Enter URL. (ie https://{ServiceNow Instance}.service-now.com/api/now/table/incident)
   • Event: JIT Application Access Ticket Created
   • Content Type: application/json
   • Authentication Type: BASIC
   • Authentication Username: Provide the username for the previously created service account.
   • Authentication Password: Provide the password for the previously created service account.
   • Template: Use the following test webhook JSON template to test the connection and send a webhook to ServiceNow. After a successful test with the static test data, the template can be configured. Create or change the fields and add variables as per your requirements.
     • The caller_id is the sys_id and must be replaced by the actual sys_id for your instance that you copied from the ServiceNow service account.
     • assignment_group is configured for the built-in Help Desk group sys_id, which is common across instances. This can be replaced later with another assignment group sys_id.

{
  "short_description":"JIT Application Access Ticket Created",
  "description":"A request to execute %%FilePathObjectId%% by %%User%% has been received. You can view the application at https://example.pm.beyondtrustcloud.com/jit-access-management/jit-access/details/%%RequestId%%",
  "active":"true", 
  "assignment_group":"d625dccec0a8016700a222a0f79",
  "caller_id":"3636077997100210e815b82de053afea",
  "impact":"1",
  "urgency":"2"
}

For more information on template formatting, see ServiceNow product documentation.