1. ServiceNow#

TrustView has a native integration with ServiceNow and can be accessed by going to Settings Service management integrations. When setup, this integration allows TrustView to automatically create a task, incident or Request (depending on the type you select at setup), when a certificate or monitored object is close to expiry.

Adding a ServiceNow integration in TrustView

1.1. Setup ServiceNow integration#

To connect to your ServiceNow instance, click Add and fill out the required information for each ServiceNow instance, that you wish to use with TrustView:

  • Name - a name for the integration (Required)

  • Type - Select ServiceNow (Required)

  • Instance link - The link to the ServiceNow instance (Required)

  • Client id - Id of the ServiceNow client (Required)

  • Client secret - Secret for the ServiceNow client (Required)

  • Username - The username for your ServiceNow client (Required)

  • Password - The password for your ServiceNow client (Required)

  • Default task type - Choose which type of task, that TrustView should create (Required)

Important

The user that is referred to is the instance user, that is associated with the ServiceNow client, you are trying to connect to. The user details can be found here https://developer.servicenow.com/ My instance Manage instance password.

The connection to the ServiceNow account is based on OAuth 2.0 and Basic Authentication is not supported.

Tip

If you are in doubt of where to find the information, you can checkout the ServiceNow documentation.

After the initial setup of the ServiceNow integration, we recommend that you perform the following tasks:

  • Test the connection - Click Test connection

  • Synchronize the groups - Click Sync assignment groups

  • Select a default assignment group - Choose Assignment group from dropdown

  • Create a test task or incident - Click Add test incident (this also counts for creating a test task)

Note

Synchronization of groups does not trigger automatically and have to be manually triggered.

1.2. Per monitored object selection of ServiceNow assignment group#

It is possible to assign assignment groups to each individual object, such as SSL Endpoints or SSL Certificates etc. To enable this, you must first activate the ServiceNow integration in TrustView. Once that has been done and a default Assignment group has been selected (after successfully being synchronized with your ServiceNow instance), you can on the edit page to the right, just below Notifications, select an Assignment group that you wish to attach Incidents or Tasks to.

1.3. Default task types#

Choose one of the default task types globally, for the ServiceNow integration:

  • INCIDENT

  • TASK

  • REQUEST

Currently, the task types above are available.

1.4. Group types#

Here you can choose between the available group types and import the ones chosen.

Tip

You can select as many or as few group types, as needed.

1.5. Enable incidents#

It is possible to enable ServiceNow incidents for Normal and Escalated incident types, or both. By default they will both be disabled, so you need to enable them for the type of notification you want (normal and/or escalated).

Important

If this is not enabled for a least one type, no incidents or tasks will be created on your ServiceNow instance at all.

1.6. Automatically fill out required ServiceNow fields#

ServiceNow instances has a range of fields that are required to be filled out. Instead of doing it manually, it can be done automatically during or after the initial ServiceNow instance configuration in TrustView.

Go to Settings Service management integrations Click your ServiceNow instance ServiceNow extra fields

The field on the left must match the field name that exists on your ServiceNow instance and the right field is the value that the field should be filled out with. You can one as many extra fields as you want, just make sure they match the field names in ServiceNow.

Example:

Left field | Right field
Property Name | Property Value

1.7. Global instance#

You can use the ServiceNow integration as a global instance, if enabled. To enable it, click Use as global instance. This means that all other ServiceNow instances will inherit the properties from the ServiceNow instance, designated as a global instance.

Tip

This may not be relevant, if you only have a single ServiceNow instance.

1.8. Object matching filters#

By using the TVQL (TrustView Query Language), it is possible to build a search query to match your needs, using the available query parameters. Use the input field Object matching filter to enter you desired TVQL search query.

Important

If a object matching filter is set, then only when an objects is matching the query, a notification will be sent. So if you do not want to limit the notifications to a object matching filter, leave the input field empty.

The common TVQL syntax looks like this:

field = value
field != value
field IS EMPTY
field IS NOT EMPTY

Supported operators:

= , AND , OR , IS EMPTY , NOT()

1.8.1. TVQL examples#

NOT(OrderId IS EMPTY)

certificationauthority=DIGICERT OR certificationauthority=LETSENCRYPT

comment IS EMPTY

status=Active

name="foo bar baz"

status=Active AND status=Ignored

status=Ignored AND status=Disabled OR status=Active

status=Ignored OR status=Disabled AND status=Active

status=Active OR status=Ignored

NOT(status=Active)

(status = Ignored OR status = Disabled) AND status = Active

NOT(OrderId IS EMPTY)

1.9. Description templates#

Here you can customize the content of either the short or normal (longer) description, for the created task in your ServiceNow instance.

Write the description as needed and insert the variables where appropriate.

The following variables are available to insert into any of the descriptions:

  • #name (The name of the SSL certificate expiring)

  • #expry (The date of when the SSl certificate expires)

  • #link (A direct link to the SSL certificate inside TrustView)

  • #customfield1

  • #customfield2

  • #customfield3

  • #customfield4

  • #customfield5

  • #customfield6

  • #customfield7

  • #customfield8

  • #customfield9

  • #customfield10

Note

The custom field properties are only relevant if you have created any custom fields inside TrustView.