ServiceNow Plugin for Ticket Orchestrator - Netskope Technical Documentation

Release Notes

2.3.0 (Required minimum CE version for this is 6.0.0)

Added

Added support for assign ticket to Manager.
Added resolution for error logs.

Changed

Updated validation checks and refactored code to improve maintainability.

2.2.0

Added

Added support for mapping custom status and severity fields (Custom Table mode).

2.1.0

Added

Added support for the Custom Table destination.

Changed

Made the Configuration Parameters stepper dynamic based on the selected destination table.

2.0.0

Added

Added support for the GRC Issue table.
Added support for Endpoint and Incident Events.
Added support for storing both the old and new values of Severity and Assignee.

Changed

Changed the storage behavior to store both the old and new values.

1.1.0

Added

Added the “No Queue” option in queue configuration.
Added a retry mechanism for ticket creation/update requests.
Added pagination support.

1.0.2

Added

Added support for appending metadata to the original ticket.

Changed

Changed the default field mappings.

1.0.0

Added

Initial release.

This document explains how to configure the ServiceNow v2.3.0 plugin with the Ticket Orchestrator module of the Netskope Cloud Exchange platform. This plugin is used to create incidents on the Incident > All page, security incidents on the Security Incident > Incidents > Show All Incidents page, GRC issues on the Policy and Compliance > Issues > All Issues page, and records on the Custom Table Record page of the ServiceNow platform. It also supports updating incidents/issues and syncing their status. This plugin is NOT the same as ServiceNow’s DLP Incident Response product, nor does this plugin work with that solution.

Prerequisites

To complete this configuration, you need:

A Netskope tenant (or multiple, for example, production and development/test instances).
A Cloud Exchange tenant with the Tenant plugin and Ticket Orchestrator plugin already configured.
A ServiceNow instance with an account.
For GRC Issue creation, GRC: Policy and Compliance Management (App id: sn_compliance) plugin should be installed on ServiceNow Instance.
Permissions needed for the plugin are itil or sn_incident_write, sn_incident_read personalize_dictionary, sn_si.admin, sn_grc.business_user, and admin.
Connectivity to the following host: https://<instance-name>.service-now.com.

ServiceNow Plugin Support

This plugin is used to create incidents on the Incident > All page, security incidents on the Security Incident > Incidents > Show All Incidents page, GRC issues on the Policy and Compliance > Issues > All Issues page, and records on the Custom Table Record page of the ServiceNow platform. It also supports updating incidents/issues and syncing their status. This plugin is NOT the same as ServiceNow’s DLP Incident Response product, nor does this plugin work with that solution.

Description	Supported Types
Supported Alert types for Tickets	All
Supported Event types for Tickets	All

Mappings

Queue Mappings

Target Fields	Values
Short Description	Netskope $appCategory alert name: $alertName Event Name: $alert_name
Description	Alert/Event ID: $id Alert/Event App: $appAlert/Event User: $userAlert Name: $alertName Alert Type: $alertType Alert App Category: $appCategory Event Name: $alert_name Event Type: $eventType

Default Status Mappings

This mapping is used to map the Netskope CE Status to ServiceNow Status. You can find the available ServiceNow Status by going to System Definitions > Tables> [Table Name] > [Status Column Name] > Choices.

Cloud Exchange Status	Value	ServiceNow Status
New	1	New
In Progress	2	In Progress
On Hold	3	On Hold
Closed	7	Closed
Deleted	–	(Default will be blank) You can create custom fields on ServiceNow to map.
Other	–	(Default will be blank)

Default Severity Mappings

This mapping is used to map the Netskope CE Severity to ServiceNow Severity. You can find the available ServiceNow Severity values by going to System Definitions > Tables > [Table Name] > [Severity Column Name] > Choices.

Cloud Exchange Severity	Value	ServiceNow Severity
Critical	–	(Default will be blank) You can create custom fields on ServiceNow to map.
High	1	High
Medium	2	Medium
Low	3	Low
Informational	–	(Default will be blank) You can create custom fields on ServiceNow to map.
Other	–	(Default will be blank)

Default status and severity mapping in the ServiceNow plugin may vary, as these fields can be customized within the platform. Any status or severity that is not mapped with corresponding Netskope CE fields will be marked as other.

Supported Fields in a Queue Configuration for Default Tables

Here is the list of supported Fields in Queue Configuration for Default tables that you can map while creating the incident on ServiceNow.

Security Incident

Field Name	Field Type
Malware hash	String
MITRE ATT&CK Procedure (Malware)	String
Last Updated From Source	Choice
Number	String
Platforms(MITRE)	String
Parent security incident	Reference
Affected user	Reference
Alert Rule	String
New respondents	Glide_list
Machine learning Prediction	String
Destination IP	String
Problem	Reference
Service	Reference
Effective number	String
Service offering	Reference
Rejection goto	Reference
Malware URL	String
Assigned to	Reference
Escalation	Integer
Time worked	Timer
Additional assignee list	Glide_list
Correlation ID	String
MITRE ATT&CK Tactic	String
Phish Email	Reference
Variables	Variables
Alert Sensor	Reference
Additional comments	Journal_input
Urgency	Integer
Opened	Glide_date_time
Watch list	Glide_list
SLA due	Due_date
Contract	Reference
Active	Boolean
State	Integer
Work notes	Journal_input
Closed by	Reference
Follow up	Glide_date_time
Configuration item	Reference
Approval history	Journal
Business duration	Glide_duration
Location	Reference
User input	User_input
Source IP	String
Change request	Reference
Risk	Integer
Workflow activity	Reference
Risk change	String
MITRE ATT&CK Data Source	String
Work notes list	Glide_list
Skills	Glide_list
Attack Vector	Glide_list
MITRE ATT&CK Technique	String
Allowed groups	Glide_list
Automation activity	Journal
Business impact	Integer
Close code	String
Read access	Glide_list
Privileged access	Glide_list
Risk score	Integer
Security tags	Glide_list
Severity	Integer
Security incident self	Reference
Incident	Reference
Comments and Work notes	Journal_list
MITRE ATT&CK Adversary Group	String
Description	String
Impact	Integer
Closed	Glide_date_time
Group list	Glide_list
Activity due	Due_date
MITRE ATT&CK Procedure (Tool)	String
Request assessments	Glide_list
Allowed members	Glide_list
Parent	Reference
Priority	Integer
Close notes	String
Reassignment count	Integer
Due date	Glide_date_time
Order	Integer
Short description	String
Company	Reference
Approval set	Glide_date_time
Opened by	Reference
Contact type	String
Made SLA	Boolean
Post incident report	Html
Assignment group	Reference
Approval	String
Duration	Glide_duration
Knowledge	Boolean
Correlation display	String
Other IoC	String
Referrer URL	String
Confidence score	Decimal
Department	Glide_list
Vulnerability	Reference
Delivery task	Reference
Actual end	Glide_date_time
Universal Request	Reference
Expected start	Glide_date_time
Actual start	Glide_date_time
Upon approval	String
Transfer reason	Integer
Enforce restriction	Boolean
External URL	Url
Delivery plan	Reference
Upon reject	String
Override risk score	Boolean

Incident

Field Name	Field Type
Business impact	String
Probable cause	String
Reopen count	Integer
Number	String
Parent Incident	Reference
Service	Reference
Change Request	Reference
Effective number	String
Service offering	Reference
Incident state	Integer
Resolve time	Integer
Rejection goto	Reference
Origin table	Table_name
Resolved by	Reference
Chronicle Incident	Reference
Assigned to	Reference
Escalation	Integer
Time worked	Timer
Additional assignee list	Glide_list
Correlation ID	String
Variables	Variables
Child Incidents	Integer
Additional comments	Journal_input
Urgency	Integer
Opened	Glide_date_time
Watch list	Glide_list
SLA due	Due_date
Contract	Reference
Active	Boolean
State	Integer
Work notes	Journal_input
Closed by	Reference
Follow up	Glide_date_time
Configuration item	Reference
Approval history	Journal
Business duration	Glide_duration
Location	Reference
User input	User_input
Category	String
Business resolve time	Integer
Origin	Document_id
Workflow activity	Reference
Caused by Change	Reference
Work notes list	Glide_list
Close code	String
Skills	Glide_list
Resolved	Glide_date_time
Splunk URL	Url
Last reopened at	Glide_date_time
Problem	Reference
Caller	Reference
Subcategory	String
Comments and Work notes	Journal_list
Description	String
Impact	Integer
Closed	Glide_date_time
Group list	Glide_list
Activity due	Due_date
Parent	Reference
Priority	Integer
Close notes	String
Reassignment count	Integer
Due date	Glide_date_time
Order	Integer
Short description	String
Company	Reference
Approval set	Glide_date_time
Opened by	Reference
Contact type	String
Made SLA	Boolean
On hold reason	Integer
Assignment group	Reference
Approval	String
Duration	Glide_duration
Knowledge	Boolean
Correlation display	String
Delivery task	Reference
Actual end	Glide_date_time
Universal Request	Reference
Expected start	Glide_date_time
Notify	Integer
Actual start	Glide_date_time
Upon approval	String
Severity	Integer
Transfer reason	Integer
Delivery plan	Reference
Upon reject	String
Last reopened by	Reference

GRC Issues

Field Name	Field Type
Is reparenting group	Boolean
Authority document	Reference
Item	Reference
Issue manager	Reference
Issue rating	Reference
Management method	String
Document	Reference
Explanation	String
Recommendation	String
Action plan	Html
Substate	String
Parent issue	Reference
Control objective/Risk statement	Reference
Entity	Reference
Functional domain	Glide_list
User hierarchy status	String
Is group	Boolean
Issue group rule	Reference
Issue manager group	Reference
Classification	String
Allowed groups	Glide_list
Issue source	Glide_list
User hierarchy 2	Reference
User hierarchy 1	Reference
Policy	Reference
Confidential	Boolean
Response	Integer
Confirmed date	Glide_date_time
Issue type	String
Allowed users	Glide_list
Created manually	Boolean
Group level	String
Actual end	Glide_date_time
Company	Reference
Number	String
Impact	Integer
Short description	String
Approval set	Glide_date_time
Description	String
Closed	Glide_date_time
Opened by	Reference
Made SLA	Boolean
Group list	Glide_list
Contact type	String
Activity due	Due_date
Workflow activity	Reference
Rejection goto	Reference
Upon reject	String
Contract	Reference
Escalation	Integer
Effective number	String
Active	Boolean
Work notes	Journal_input
Assigned to	Reference
Time worked	Timer
Business service	Reference
State	Integer
Additional assignee list	Glide_list
Follow up	Glide_date_time
Correlation ID	String
Work notes list	Glide_list
Universal Request	Reference
Closed by	Reference
Delivery plan	Reference
Upon approval	String
Parent	Reference
Close notes	String
Assignment group	Reference
Duration	Glide_duration
Priority	Integer
Approval	String
Due date	Glide_date_time
Correlation display	String
Reassignment count	Integer
Order	Integer
Knowledge	Boolean
Service offering	Reference
Delivery task	Reference
Configuration item	Reference
Comments and Work notes	Journal_list
Urgency	Integer
Approval history	Journal
Additional comments	Journal_input
Opened	Glide_date_time
Business duration	Glide_duration
User input	User_input
Variables	Variables
Watch list	Glide_list
Location	Reference
SLA due	Due_date
Actual start	Glide_date_time
Expected start	Glide_date_time
Transfer reason	Integer
Skills	Glide_list

Permissions

Permission to send data to the Workflow URL.
- Roles required when Incidents is configured in the Destination Table parameter:
  - itil or sn_incident_write, sn_incident_read
  - personalize_dictionary
- Role required when Security Incidents is configured in the Destination Table parameter: sn_si.admin
- Roles required when GRC Issues is configured in the Destination Table parameter:
  - sn_grc.business_user (Users can only view issues that they have created themselves or have been assigned to them)
  - admin (This permission is necessary to view all GRC Issues, regardless of creator or assignee)
- Role required when Custom Table is configured in the Destination Table parameter:
  - admin

API Details

List of APIs used

API Endpoint	Method	Use case
/api/now/table/sys_dictionary	GET	Get Incident or Security Incident or GRC Issue or Custom Table Fields
/api/now/table/sys_user_group	GET	Get ServiceNow groups as Queue
/api/now/table/<table>	POST	Create Incident or Security Incident or GRC Issue or Custom Table Record
/api/now/table/<table>	GET	Get Incident or Security Incidents or GRC Issues or Custom Table Record
/api/now/table/<table>/<incident_id>	PATCH	Update Incident or Security Incident or GRC Issue or Custom Table Record
/api/now/table/sys_user	GET	Fetch Assignee Users

Get Incident or Security Incident or GRC Issue or Custom Table Fields

API Endpoint: <Instance URL>/api/now/table/sys_dictionary

Method: GET

Parameters

Key	Value
sysparm_query	name=<table_name>^ORname=task^internal_type!=collection For Custom Table: name=<custom_table_name>
sysparm_fields	column_label,element
sysparm_limit	1000
sysparm_offset	0

Headers

Key	Value
User-Agent	netskope-ce-6.1.0-cto-servicenow-v2.3.0
Authorization	Basic <username:password>

Sample API Response (Security Incident) (Status Code: 200)


{
    "result": [
        {
            "column_label": "Malware hash",
            "element": "malware_hash"
        },
        {
            "column_label": "MITRE ATT&CK Procedure (Malware)",
            "element": "mitre_malware"
        },
        {
            "column_label": "Last Updated From Source",
            "element": "last_updated_from_src"
        },
        {
            "column_label": "Number",
            "element": "number"
        },
        {
            "column_label": "Platforms(MITRE)",
            "element": "mitre_platform"
        },
        {
            "column_label": "Parent security incident",
            "element": "parent_security_incident"
        },
        {
            "column_label": "Affected user",
            "element": "affected_user"
        },
        {
            "column_label": "Alert Rule",
            "element": "alert_rule"
        },
        {
            "column_label": "New respondents",
            "element": "new_pir_respondents"
        },
        {
            "column_label": "Machine learning Prediction",
            "element": "prediction"
        },
        {
            "column_label": "Destination IP",
            "element": "dest_ip"
        },
        {
            "column_label": "Problem",
            "element": "problem"
        },
        {
            "column_label": "Service",
            "element": "business_service"
        },
        {
            "column_label": "Sys ID",
            "element": "sys_id"
        },
        {
            "column_label": "Effective number",
            "element": "task_effective_number"
        },
        {
            "column_label": "Service offering",
            "element": "service_offering"
        },
        {
            "column_label": "Rejection goto",
            "element": "rejection_goto"
        },
        {
            "column_label": "Malware URL",
            "element": "malware_url"
        },
        {
            "column_label": "Assigned to",
            "element": "assigned_to"
        },
        {
            "column_label": "Escalation",
            "element": "escalation"
        },
        {
            "column_label": "Time worked",
            "element": "time_worked"
        },
        {
            "column_label": "Additional assignee list",
            "element": "additional_assignee_list"
        },
        {
            "column_label": "Correlation ID",
            "element": "correlation_id"
        },
        {
            "column_label": "Updated by",
            "element": "sys_updated_by"
        },
        {
            "column_label": "MITRE ATT&CK Tactic",
            "element": "mitre_tactic"
        },
        {
            "column_label": "Phish Email",
            "element": "phish_email"
        },
        {
            "column_label": "Variables",
            "element": "variables"
        },
        {
            "column_label": "Alert Sensor",
            "element": "alert_sensor"
        },
        {
            "column_label": "Additional comments",
            "element": "comments"
        },
        {
            "column_label": "Urgency",
            "element": "urgency"
        },
        {
            "column_label": "Opened",
            "element": "opened_at"
        },
        {
            "column_label": "Watch list",
            "element": "watch_list"
        },
        {
            "column_label": "SLA due",
            "element": "sla_due"
        },
        {
            "column_label": "Contract",
            "element": "contract"
        },
        {
            "column_label": "Active",
            "element": "active"
        },
        {
            "column_label": "State",
            "element": "state"
        },
        {
            "column_label": "Work notes",
            "element": "work_notes"
        },
        {
            "column_label": "Closed by",
            "element": "closed_by"
        },
        {
            "column_label": "Follow up",
            "element": "follow_up"
        },
        {
            "column_label": "Domain",
            "element": "sys_domain"
        },
        {
            "column_label": "Updates",
            "element": "sys_mod_count"
        },
        {
            "column_label": "Configuration item",
            "element": "cmdb_ci"
        },
        {
            "column_label": "Approval history",
            "element": "approval_history"
        },
        {
            "column_label": "Business duration",
            "element": "business_duration"
        },
        {
            "column_label": "Location",
            "element": "location"
        },
        {
            "column_label": "User input",
            "element": "user_input"
        },
        {
            "column_label": "Created by",
            "element": "sys_created_by"
        },
        {
            "column_label": "Source IP",
            "element": "source_ip"
        },
        {
            "column_label": "Change request",
            "element": "change_request"
        },
        {
            "column_label": "Risk",
            "element": "risk"
        },
        {
            "column_label": "Workflow activity",
            "element": "wf_activity"
        },
        {
            "column_label": "Risk change",
            "element": "risk_change"
        },
        {
            "column_label": "MITRE ATT&CK Data Source",
            "element": "mitre_data_source"
        },
        {
            "column_label": "Work notes list",
            "element": "work_notes_list"
        },
        {
            "column_label": "Skills",
            "element": "skills"
        },
        {
            "column_label": "Attack Vector",
            "element": "attack_vector"
        },
        {
            "column_label": "MITRE ATT&CK Technique",
            "element": "mitre_technique"
        },
        {
            "column_label": "Allowed groups",
            "element": "allowed_groups"
        },
        {
            "column_label": "Automation activity",
            "element": "automation_activity"
        },
        {
            "column_label": "Business impact",
            "element": "business_criticality"
        },
        {
            "column_label": "Close code",
            "element": "close_code"
        },
        {
            "column_label": "Read access",
            "element": "special_access_read"
        },
        {
            "column_label": "Privileged access",
            "element": "special_access_write"
        },
        {
            "column_label": "Risk score",
            "element": "risk_score"
        },
        {
            "column_label": "Security tags",
            "element": "security_tags"
        },
        {
            "column_label": "Severity",
            "element": "severity"
        },
        {
            "column_label": "Security incident self",
            "element": "security_incident_self"
        },
        {
            "column_label": "Incident",
            "element": "incident"
        },
        {
            "column_label": "Comments and Work notes",
            "element": "comments_and_work_notes"
        },
        {
            "column_label": "MITRE ATT&CK Adversary Group",
            "element": "mitre_group"
        },
        {
            "column_label": "Description",
            "element": "description"
        },
        {
            "column_label": "Impact",
            "element": "impact"
        },
        {
            "column_label": "Closed",
            "element": "closed_at"
        },
        {
            "column_label": "Group list",
            "element": "group_list"
        },
        {
            "column_label": "Activity due",
            "element": "activity_due"
        },
        {
            "column_label": "Sys ID",
            "element": "sys_id"
        },
        {
            "column_label": "MITRE ATT&CK Procedure (Tool)",
            "element": "mitre_tool"
        },
        {
            "column_label": "Request assessments",
            "element": "pir_respondents"
        },
        {
            "column_label": "Allowed members",
            "element": "allowed_members"
        },
        {
            "column_label": "Task type",
            "element": "sys_class_name"
        },
        {
            "column_label": "Parent",
            "element": "parent"
        },
        {
            "column_label": "Priority",
            "element": "priority"
        },
        {
            "column_label": "Close notes",
            "element": "close_notes"
        },
        {
            "column_label": "Reassignment count",
            "element": "reassignment_count"
        },
        {
            "column_label": "Due date",
            "element": "due_date"
        },
        {
            "column_label": "Order",
            "element": "order"
        },
        {
            "column_label": "Short description",
            "element": "short_description"
        },
        {
            "column_label": "Company",
            "element": "company"
        },
        {
            "column_label": "Approval set",
            "element": "approval_set"
        },
        {
            "column_label": "Opened by",
            "element": "opened_by"
        },
        {
            "column_label": "Contact type",
            "element": "contact_type"
        },
        {
            "column_label": "Made SLA",
            "element": "made_sla"
        },
        {
            "column_label": "Created",
            "element": "sys_created_on"
        },
        {
            "column_label": "Post incident report",
            "element": "pir"
        },
        {
            "column_label": "Assignment group",
            "element": "assignment_group"
        },
        {
            "column_label": "Approval",
            "element": "approval"
        },
        {
            "column_label": "Duration",
            "element": "calendar_duration"
        },
        {
            "column_label": "Knowledge",
            "element": "knowledge"
        },
        {
            "column_label": "Correlation display",
            "element": "correlation_display"
        },
        {
            "column_label": "Updated",
            "element": "sys_updated_on"
        },
        {
            "column_label": "Other IoC",
            "element": "other_ioc"
        },
        {
            "column_label": "Referrer URL",
            "element": "referrer_url"
        },
        {
            "column_label": "Confidence score",
            "element": "confidence_score"
        },
        {
            "column_label": "Department",
            "element": "department"
        },
        {
            "column_label": "Vulnerability",
            "element": "vulnerability"
        },
        {
            "column_label": "Delivery task",
            "element": "delivery_task"
        },
        {
            "column_label": "Actual end",
            "element": "work_end"
        },
        {
            "column_label": "Domain Path",
            "element": "sys_domain_path"
        },
        {
            "column_label": "Universal Request",
            "element": "universal_request"
        },
        {
            "column_label": "Expected start",
            "element": "expected_start"
        },
        {
            "column_label": "Actual start",
            "element": "work_start"
        },
        {
            "column_label": "Upon approval",
            "element": "upon_approval"
        },
        {
            "column_label": "Transfer reason",
            "element": "route_reason"
        },
        {
            "column_label": "Enforce restriction",
            "element": "enforce_restriction"
        },
        {
            "column_label": "External URL",
            "element": "external_url"
        },
        {
            "column_label": "Delivery plan",
            "element": "delivery_plan"
        },
        {
            "column_label": "Upon reject",
            "element": "upon_reject"
        },
        {
            "column_label": "Override risk score",
            "element": "risk_score_override"
        }
    ]
}

Sample API Response (Incident) (Status Code: 200)


{
    "result": [
        {
            "column_label": "Business impact",
            "element": "business_impact"
        },
        {
            "column_label": "Probable cause",
            "element": "cause"
        },
        {
            "column_label": "Reopen count",
            "element": "reopen_count"
        },
        {
            "column_label": "Number",
            "element": "number"
        },
        {
            "column_label": "Parent Incident",
            "element": "parent_incident"
        },
        {
            "column_label": "Service",
            "element": "business_service"
        },
        {
            "column_label": "Change Request",
            "element": "rfc"
        },
        {
            "column_label": "Effective number",
            "element": "task_effective_number"
        },
        {
            "column_label": "Service offering",
            "element": "service_offering"
        },
        {
            "column_label": "Incident state",
            "element": "incident_state"
        },
        {
            "column_label": "Resolve time",
            "element": "calendar_stc"
        },
        {
            "column_label": "Rejection goto",
            "element": "rejection_goto"
        },
        {
            "column_label": "Origin table",
            "element": "origin_table"
        },
        {
            "column_label": "Resolved by",
            "element": "resolved_by"
        },
        {
            "column_label": "Assigned to",
            "element": "assigned_to"
        },
        {
            "column_label": "Escalation",
            "element": "escalation"
        },
        {
            "column_label": "Time worked",
            "element": "time_worked"
        },
        {
            "column_label": "Additional assignee list",
            "element": "additional_assignee_list"
        },
        {
            "column_label": "Correlation ID",
            "element": "correlation_id"
        },
        {
            "column_label": "Updated by",
            "element": "sys_updated_by"
        },
        {
            "column_label": "Variables",
            "element": "variables"
        },
        {
            "column_label": "Child Incidents",
            "element": "child_incidents"
        },
        {
            "column_label": "Additional comments",
            "element": "comments"
        },
        {
            "column_label": "Urgency",
            "element": "urgency"
        },
        {
            "column_label": "Opened",
            "element": "opened_at"
        },
        {
            "column_label": "Watch list",
            "element": "watch_list"
        },
        {
            "column_label": "SLA due",
            "element": "sla_due"
        },
        {
            "column_label": "Contract",
            "element": "contract"
        },
        {
            "column_label": "Active",
            "element": "active"
        },
        {
            "column_label": "State",
            "element": "state"
        },
        {
            "column_label": "Work notes",
            "element": "work_notes"
        },
        {
            "column_label": "Closed by",
            "element": "closed_by"
        },
        {
            "column_label": "Follow up",
            "element": "follow_up"
        },
        {
            "column_label": "Domain",
            "element": "sys_domain"
        },
        {
            "column_label": "Updates",
            "element": "sys_mod_count"
        },
        {
            "column_label": "Configuration item",
            "element": "cmdb_ci"
        },
        {
            "column_label": "Approval history",
            "element": "approval_history"
        },
        {
            "column_label": "Business duration",
            "element": "business_duration"
        },
        {
            "column_label": "Location",
            "element": "location"
        },
        {
            "column_label": "User input",
            "element": "user_input"
        },
        {
            "column_label": "Created by",
            "element": "sys_created_by"
        },
        {
            "column_label": "Category",
            "element": "category"
        },
        {
            "column_label": "Chronicle Incident",
            "element": "x_cdsp_chroni_itsm_chronicle_incident_ref"
        },
        {
            "column_label": "Business resolve time",
            "element": "business_stc"
        },
        {
            "column_label": "Sys ID",
            "element": "sys_id"
        },
        {
            "column_label": "Origin",
            "element": "origin_id"
        },
        {
            "column_label": "Workflow activity",
            "element": "wf_activity"
        },
        {
            "column_label": "Caused by Change",
            "element": "caused_by"
        },
        {
            "column_label": "Work notes list",
            "element": "work_notes_list"
        },
        {
            "column_label": "Close code",
            "element": "close_code"
        },
        {
            "column_label": "Skills",
            "element": "skills"
        },
        {
            "column_label": "Resolved",
            "element": "resolved_at"
        },
        {
            "column_label": "Splunk URL",
            "element": "x_splu2_splunk_ser_splunk_url"
        },
        {
            "column_label": "Last reopened at",
            "element": "reopened_time"
        },
        {
            "column_label": "Problem",
            "element": "problem_id"
        },
        {
            "column_label": "Caller",
            "element": "caller_id"
        },
        {
            "column_label": "Subcategory",
            "element": "subcategory"
        },
        {
            "column_label": "Comments and Work notes",
            "element": "comments_and_work_notes"
        },
        {
            "column_label": "Description",
            "element": "description"
        },
        {
            "column_label": "Impact",
            "element": "impact"
        },
        {
            "column_label": "Closed",
            "element": "closed_at"
        },
        {
            "column_label": "Group list",
            "element": "group_list"
        },
        {
            "column_label": "Activity due",
            "element": "activity_due"
        },
        {
            "column_label": "Sys ID",
            "element": "sys_id"
        },
        {
            "column_label": "Task type",
            "element": "sys_class_name"
        },
        {
            "column_label": "Parent",
            "element": "parent"
        },
        {
            "column_label": "Priority",
            "element": "priority"
        },
        {
            "column_label": "Close notes",
            "element": "close_notes"
        },
        {
            "column_label": "Reassignment count",
            "element": "reassignment_count"
        },
        {
            "column_label": "Due date",
            "element": "due_date"
        },
        {
            "column_label": "Order",
            "element": "order"
        },
        {
            "column_label": "Short description",
            "element": "short_description"
        },
        {
            "column_label": "Company",
            "element": "company"
        },
        {
            "column_label": "Approval set",
            "element": "approval_set"
        },
        {
            "column_label": "Opened by",
            "element": "opened_by"
        },
        {
            "column_label": "Contact type",
            "element": "contact_type"
        },
        {
            "column_label": "Made SLA",
            "element": "made_sla"
        },
        {
            "column_label": "Created",
            "element": "sys_created_on"
        },
        {
            "column_label": "On hold reason",
            "element": "hold_reason"
        },
        {
            "column_label": "Assignment group",
            "element": "assignment_group"
        },
        {
            "column_label": "Approval",
            "element": "approval"
        },
        {
            "column_label": "Duration",
            "element": "calendar_duration"
        },
        {
            "column_label": "Knowledge",
            "element": "knowledge"
        },
        {
            "column_label": "Correlation display",
            "element": "correlation_display"
        },
        {
            "column_label": "Updated",
            "element": "sys_updated_on"
        },
        {
            "column_label": "Delivery task",
            "element": "delivery_task"
        },
        {
            "column_label": "Actual end",
            "element": "work_end"
        },
        {
            "column_label": "Domain Path",
            "element": "sys_domain_path"
        },
        {
            "column_label": "Universal Request",
            "element": "universal_request"
        },
        {
            "column_label": "Expected start",
            "element": "expected_start"
        },
        {
            "column_label": "Notify",
            "element": "notify"
        },
        {
            "column_label": "Actual start",
            "element": "work_start"
        },
        {
            "column_label": "Upon approval",
            "element": "upon_approval"
        },
        {
            "column_label": "Severity",
            "element": "severity"
        },
        {
            "column_label": "Transfer reason",
            "element": "route_reason"
        },
        {
            "column_label": "Delivery plan",
            "element": "delivery_plan"
        },
        {
            "column_label": "Upon reject",
            "element": "upon_reject"
        },
        {
            "column_label": "Last reopened by",
            "element": "reopened_by"
        }
    ]
}

Sample API Response (GRC Issues) (Status Code: 200)


{
    "result": [
        {
            "column_label": "Is reparenting group",
            "element": "is_reparenting_group"
        },
        {
            "column_label": "Authority document",
            "element": "authority_document"
        },
        {
            "column_label": "Item",
            "element": "item"
        },
        {
            "column_label": "Issue manager",
            "element": "issue_manager"
        },
        {
            "column_label": "Issue rating",
            "element": "issue_rating"
        },
        {
            "column_label": "Management method",
            "element": "management_method"
        },
        {
            "column_label": "Document",
            "element": "document"
        },
        {
            "column_label": "Explanation",
            "element": "explanation"
        },
        {
            "column_label": "Recommendation",
            "element": "recommendation"
        },
        {
            "column_label": "Action plan",
            "element": "action_plan"
        },
        {
            "column_label": "Substate",
            "element": "substate"
        },
        {
            "column_label": "Parent issue",
            "element": "parent_issue"
        },
        {
            "column_label": "Control objective/Risk statement",
            "element": "content"
        },
        {
            "column_label": "Entity",
            "element": "profile"
        },
        {
            "column_label": "Functional domain",
            "element": "functional_domain"
        },
        {
            "column_label": "User hierarchy status",
            "element": "user_hierarchy_status"
        },
        {
            "column_label": "Is group",
            "element": "is_group"
        },
        {
            "column_label": "Issue group rule",
            "element": "issue_group_rule"
        },
        {
            "column_label": "Issue manager group",
            "element": "issue_manager_group"
        },
        {
            "column_label": "Sys ID",
            "element": "sys_id"
        },
        {
            "column_label": "Classification",
            "element": "classification"
        },
        {
            "column_label": "Allowed groups",
            "element": "confidential_user_groups"
        },
        {
            "column_label": "Issue source",
            "element": "issue_source"
        },
        {
            "column_label": "User hierarchy 2",
            "element": "user_hierarchy_2"
        },
        {
            "column_label": "User hierarchy 1",
            "element": "user_hierarchy_1"
        },
        {
            "column_label": "Policy",
            "element": "policy"
        },
        {
            "column_label": "Confidential",
            "element": "is_confidential"
        },
        {
            "column_label": "Response",
            "element": "response"
        },
        {
            "column_label": "Confirmed date",
            "element": "confirmed_date"
        },
        {
            "column_label": "Issue type",
            "element": "issue_type"
        },
        {
            "column_label": "Allowed users",
            "element": "confidential_users"
        },
        {
            "column_label": "Created manually",
            "element": "created_manually"
        },
        {
            "column_label": "Group level",
            "element": "group_level"
        },
        {
            "column_label": "Actual end",
            "element": "work_end"
        },
        {
            "column_label": "Company",
            "element": "company"
        },
        {
            "column_label": "Task type",
            "element": "sys_class_name"
        },
        {
            "column_label": "Number",
            "element": "number"
        },
        {
            "column_label": "Impact",
            "element": "impact"
        },
        {
            "column_label": "Short description",
            "element": "short_description"
        },
        {
            "column_label": "Approval set",
            "element": "approval_set"
        },
        {
            "column_label": "Description",
            "element": "description"
        },
        {
            "column_label": "Closed",
            "element": "closed_at"
        },
        {
            "column_label": "Opened by",
            "element": "opened_by"
        },
        {
            "column_label": "Made SLA",
            "element": "made_sla"
        },
        {
            "column_label": "Group list",
            "element": "group_list"
        },
        {
            "column_label": "Contact type",
            "element": "contact_type"
        },
        {
            "column_label": "Activity due",
            "element": "activity_due"
        },
        {
            "column_label": "Created by",
            "element": "sys_created_by"
        },
        {
            "column_label": "Workflow activity",
            "element": "wf_activity"
        },
        {
            "column_label": "Rejection goto",
            "element": "rejection_goto"
        },
        {
            "column_label": "Upon reject",
            "element": "upon_reject"
        },
        {
            "column_label": "Contract",
            "element": "contract"
        },
        {
            "column_label": "Escalation",
            "element": "escalation"
        },
        {
            "column_label": "Effective number",
            "element": "task_effective_number"
        },
        {
            "column_label": "Active",
            "element": "active"
        },
        {
            "column_label": "Work notes",
            "element": "work_notes"
        },
        {
            "column_label": "Assigned to",
            "element": "assigned_to"
        },
        {
            "column_label": "Time worked",
            "element": "time_worked"
        },
        {
            "column_label": "Business service",
            "element": "business_service"
        },
        {
            "column_label": "Domain Path",
            "element": "sys_domain_path"
        },
        {
            "column_label": "State",
            "element": "state"
        },
        {
            "column_label": "Additional assignee list",
            "element": "additional_assignee_list"
        },
        {
            "column_label": "Follow up",
            "element": "follow_up"
        },
        {
            "column_label": "Sys ID",
            "element": "sys_id"
        },
        {
            "column_label": "Correlation ID",
            "element": "correlation_id"
        },
        {
            "column_label": "Created",
            "element": "sys_created_on"
        },
        {
            "column_label": "Work notes list",
            "element": "work_notes_list"
        },
        {
            "column_label": "Universal Request",
            "element": "universal_request"
        },
        {
            "column_label": "Closed by",
            "element": "closed_by"
        },
        {
            "column_label": "Domain",
            "element": "sys_domain"
        },
        {
            "column_label": "Delivery plan",
            "element": "delivery_plan"
        },
        {
            "column_label": "Upon approval",
            "element": "upon_approval"
        },
        {
            "column_label": "Parent",
            "element": "parent"
        },
        {
            "column_label": "Close notes",
            "element": "close_notes"
        },
        {
            "column_label": "Assignment group",
            "element": "assignment_group"
        },
        {
            "column_label": "Duration",
            "element": "calendar_duration"
        },
        {
            "column_label": "Priority",
            "element": "priority"
        },
        {
            "column_label": "Approval",
            "element": "approval"
        },
        {
            "column_label": "Due date",
            "element": "due_date"
        },
        {
            "column_label": "Updated by",
            "element": "sys_updated_by"
        },
        {
            "column_label": "Correlation display",
            "element": "correlation_display"
        },
        {
            "column_label": "Updates",
            "element": "sys_mod_count"
        },
        {
            "column_label": "Reassignment count",
            "element": "reassignment_count"
        },
        {
            "column_label": "Order",
            "element": "order"
        },
        {
            "column_label": "Knowledge",
            "element": "knowledge"
        },
        {
            "column_label": "Service offering",
            "element": "service_offering"
        },
        {
            "column_label": "Delivery task",
            "element": "delivery_task"
        },
        {
            "column_label": "Configuration item",
            "element": "cmdb_ci"
        },
        {
            "column_label": "Comments and Work notes",
            "element": "comments_and_work_notes"
        },
        {
            "column_label": "Urgency",
            "element": "urgency"
        },
        {
            "column_label": "Approval history",
            "element": "approval_history"
        },
        {
            "column_label": "Additional comments",
            "element": "comments"
        },
        {
            "column_label": "Opened",
            "element": "opened_at"
        },
        {
            "column_label": "Business duration",
            "element": "business_duration"
        },
        {
            "column_label": "User input",
            "element": "user_input"
        },
        {
            "column_label": "Variables",
            "element": "variables"
        },
        {
            "column_label": "Watch list",
            "element": "watch_list"
        },
        {
            "column_label": "Location",
            "element": "location"
        },
        {
            "column_label": "SLA due",
            "element": "sla_due"
        },
        {
            "column_label": "Updated",
            "element": "sys_updated_on"
        },
        {
            "column_label": "Actual start",
            "element": "work_start"
        },
        {
            "column_label": "Expected start",
            "element": "expected_start"
        },
        {
            "column_label": "Transfer reason",
            "element": "route_reason"
        },
        {
            "column_label": "Skills",
            "element": "skills"
        }
    ]
}

Get ServiceNow groups as Queue

API Endpoint: <Instance URL>/api/now/table/sys_user_group

Method: GET

Parameters

Key	Value
sysparm_fields	name,sys_id
sysparm_limit	1000
sysparm_offset	0

Headers

Key	Value
User-Agent	netskope-ce-6.1.0-cto-servicenow-v2.3.0
Authorization	Basic <username:password>

Sample API Response (Status Code: 200)

{
    "result": [
        {
            "sys_id": "01336b6347332100158b949b6c9a71b5",
            "name": "Finance Vendors"
        },
        ….
    ]
}

Create Incident or Security Incident or GRC Issue or Custom Table record

API Endpoint: <Instance URL>/api/now/table/<table>

Method: POST

Path Parameters

Key	Value
table	incident sn_si_incident sn_grc_issue custom_table_name

Headers

Key	Value
User-Agent	netskope-ce-6.1.0-cto-servicenow-v2.3.0
Authorization	Basic <username:password>

Body


{
    "short_description": "Netskope $appCategory alert name: $alertName, Event Name: $alert_name",
    "description": "Alert/Event ID: $id\nAlert/Event App: $app\nAlert/Event User: $user\n\nAlert Name: $alertName\nAlert Type: $alertType\nAlert App Category: $appCategory\n\nEvent Name: $alert_name\nEvent Type: $eventType",
    "assignment_group": "<group_sys_id>"
}

Sample API Response (Security Incident) (Status Code: 201)


{
    "result": {
        "parent": "",
        "sla_suspended_reason": "",
        "watch_list": "",
        "upon_reject": "cancel",
        "sys_updated_on": "2024-10-25 10:46:39",
        "qualification_group": "",
        "expected_end": "",
        "enforce_restriction": "false",
        "approval_history": "",
        "source_ip": "",
        "skills": "",
        "number": "SIR1083059",
        "problem": "",
        "previous_agent": "",
        "state": "10",
        "sys_created_by": "user1.abc",
        "template_workflow_invoked": "false",
        "knowledge": "false",
        "order": "",
        "phish_email": "",
        "cmdb_ci": "",
        "delivery_plan": "",
        "contract": "",
        "impact": "3",
        "active": "true",
        "work_notes_list": "",
        "vulnerability": "",
        "priority": "4",
        "sys_domain_path": "/",
        "sla_suspended": "false",
        "business_duration": "",
        "group_list": "",
        "special_access_write": "",
        "dest_ip": "",
        "mitre_platform": "",
        "approval_set": "",
        "risk_change": "up",
        "malware_url": "",
        "universal_request": "",
        "last_updated_from_src": "",
        "template": "",
        "short_description": "Netskope $appCategory alert name: $alertName, Event Name: $alert_name",
        "correlation_display": "",
        "delivery_task": "",
        "work_start": "",
        "request_type": "",
        "affected_user": "",
        "other_ioc": "",
        "additional_assignee_list": "",
        "alert_sensor": "",
        "assigned_vendor": "",
        "service_offering": "",
        "sys_class_name": "sn_si_incident",
        "closed_by": "",
        "follow_up": "",
        "mitre_group": "",
        "sla_suspended_on": "",
        "estimated_end": "",
        "vendor_reference": "",
        "reassignment_count": "0",
        "assigned_to": "",
        "request_category": "",
        "requested_due_by": "",
        "mitre_malware": "",
        "sla_suspended_for": "",
        "business_criticality": "3",
        "sla_due": "",
        "opened_for": {
            "link": "https://service-now.com/api/now/table/sys_user/c813b7cb1b8342148f4aedb8b04bcb91",
            "value": "c813b7cb1b8342148f4aedb8b04bcb91"
        },
        "comments_and_work_notes": "",
        "mitre_technique": "",
        "special_access_read": "",
        "substate": "",
        "escalation": "0",
        "upon_approval": "proceed",
        "allowed_groups": "",
        "correlation_id": "",
        "asset": "",
        "mitre_tool": "",
        "spam": "false",
        "referrer_url": "",
        "made_sla": "true",
        "mitre_tactic": "",
        "is_catalog": "false",
        "malware_hash": "",
        "alert_rule": "",
        "task_effective_number": "SIR1083059",
        "external_url": "",
        "sys_updated_by": "user1.abc",
        "opened_by": {
            "link": "https://service-now.com/api/now/table/sys_user/c813b7cb1b8342148f4aedb8b04bcb91",
            "value": "c813b7cb1b8342148f4aedb8b04bcb91"
        },
        "user_input": "",
        "sys_created_on": "2024-10-25 10:46:39",
        "sys_domain": {
            "link": "https://service-now.com/api/now/table/sys_user_group/global",
            "value": "global"
        },
        "pir": "",
        "route_reason": "",
        "closed_at": "",
        "allowed_members": "",
        "business_service": "",
        "attack_vector": "",
        "time_worked": "",
        "expected_start": "",
        "opened_at": "2024-10-25 10:46:39",
        "task_created": "false",
        "x_cdsp_chroni_sir_chronicle_si": "",
        "work_end": "",
        "confidence_score": "",
        "prediction": "",
        "automation_activity": "",
        "subcategory": "",
        "work_notes": "",
        "security_tags": "",
        "risk_score_override": "false",
        "initiated_from": "",
        "close_code": "",
        "assignment_group": {
            "link": "https://service-now.com/api/now/table/sys_user_group/<group_sys_id>",
            "value": "<group_sys_id>"
        },
        "description": "Alert/Event ID: $id\nAlert/Event App: $app\nAlert/Event User: $user\n\nAlert Name: $alertName\nAlert Type: $alertType\nAlert App Category: $appCategory\n\nEvent Name: $alert_name\nEvent Type: $eventType",
        "calendar_duration": "",
        "close_notes": "",
        "pir_respondents": "",
        "sys_id": "f25adc501b255a549f2eeb98b04bcb56",
        "contact_type": "",
        "urgency": "3",
        "secure_notes": "",
        "company": "",
        "new_pir_respondents": "",
        "department": "",
        "activity_due": "",
        "severity": "2",
        "comments": "",
        "risk_score": "40",
        "approval": "not requested",
        "due_date": "",
        "sys_mod_count": "0",
        "parent_security_incident": "",
        "sys_tags": "",
        "billable": "false",
        "mitre_data_source": "",
        "caller": "",
        "location": "",
        "risk": "3",
        "category": "",
        "incident": "",
        "change_request": "",
        "security_incident_self": {
            "link": "https://service-now.com/api/now/table/sn_si_incident/f25adc501b255a549f2eeb98b04bcb56",
            "value": "f25adc501b255a549f2eeb98b04bcb56"
        }
    }
}

Sample API Response (Incident) (Status Code: 201)


{
    "result": {
        "parent": "",
        "made_sla": "true",
        "caused_by": "",
        "watch_list": "",
        "upon_reject": "cancel",
        "sys_updated_on": "2024-10-25 10:44:54",
        "child_incidents": "0",
        "hold_reason": "",
        "origin_table": "",
        "task_effective_number": "INC0923990",
        "approval_history": "",
        "skills": "",
        "number": "INC0923990",
        "resolved_by": "",
        "sys_updated_by": "user1.abc",
        "opened_by": {
            "link": "https://service-now.com/api/now/table/sys_user/c813b7cb1b8342148f4aedb8b04bcb91",
            "value": "c813b7cb1b8342148f4aedb8b04bcb91"
        },
        "user_input": "",
        "sys_created_on": "2024-10-25 10:44:54",
        "sys_domain": {
            "link": "https://service-now.com/api/now/table/sys_user_group/global",
            "value": "global"
        },
        "state": "1",
        "route_reason": "",
        "sys_created_by": "user1.abc",
        "knowledge": "false",
        "order": "",
        "calendar_stc": "",
        "x_cdsp_chroni_itsm_chronicle_incident_ref": "",
        "closed_at": "",
        "cmdb_ci": "",
        "delivery_plan": "",
        "contract": "",
        "impact": "3",
        "active": "true",
        "work_notes_list": "",
        "business_service": "",
        "business_impact": "",
        "priority": "5",
        "sys_domain_path": "/",
        "rfc": "",
        "time_worked": "",
        "expected_start": "",
        "opened_at": "2024-10-25 10:44:54",
        "business_duration": "",
        "group_list": "",
        "work_end": "",
        "caller_id": "",
        "reopened_time": "",
        "resolved_at": "",
        "approval_set": "",
        "subcategory": "",
        "work_notes": "",
        "universal_request": "",
        "short_description": "Netskope $appCategory alert name: $alertName, Event Name: $alert_name",
        "close_code": "",
        "correlation_display": "",
        "delivery_task": "",
        "work_start": "",
        "assignment_group": {
            "link": "https://service-now.com/api/now/table/sys_user_group/<group_sys_id>",
            "value": "<group_sys_id>"
        },
        "additional_assignee_list": "",
        "business_stc": "",
        "cause": "",
        "description": "Alert/Event ID: $id\nAlert/Event App: $app\nAlert/Event User: $user\n\nAlert Name: $alertName\nAlert Type: $alertType\nAlert App Category: $appCategory\n\nEvent Name: $alert_name\nEvent Type: $eventType",
        "origin_id": "",
        "calendar_duration": "",
        "close_notes": "",
        "notify": "1",
        "service_offering": "",
        "sys_class_name": "incident",
        "closed_by": "",
        "follow_up": "",
        "parent_incident": "",
        "sys_id": "d1f994dc1be15a549f2eeb98b04bcb71",
        "contact_type": "",
        "reopened_by": "",
        "incident_state": "1",
        "urgency": "3",
        "problem_id": "",
        "company": "",
        "reassignment_count": "0",
        "activity_due": "",
        "assigned_to": "",
        "severity": "3",
        "comments": "",
        "approval": "not requested",
        "sla_due": "",
        "comments_and_work_notes": "",
        "due_date": "",
        "sys_mod_count": "0",
        "reopen_count": "0",
        "sys_tags": "",
        "escalation": "0",
        "upon_approval": "proceed",
        "correlation_id": "",
        "location": "",
        "category": "inquiry"
    }
}

Sample API Response (GRC Issue) (Status Code: 201)


{
    "result": {
        "parent": "",
        "shadow": "false",
        "watch_list": "",
        "authority_document": "",
        "recommendation": "",
        "wbs": "",
        "upon_reject": "cancel",
        "sys_updated_on": "2024-10-25 10:46:11",
        "explanation": "",
        "approval_history": "",
        "rollup": "false",
        "skills": "",
        "number": "IPT0020059",
        "schedule_start_date": "2024-10-25 10:46:11",
        "capex_cost": "0",
        "state": "1",
        "sys_created_by": "user1.abc",
        "knowledge": "false",
        "order": "",
        "work_duration": "",
        "item": "",
        "budget_cost": "0",
        "cmdb_ci": "",
        "dependency": "",
        "contract": "",
        "impact": "3",
        "key_milestone": "false",
        "profile": "",
        "remaining_effort": "",
        "active": "true",
        "work_notes_list": "",
        "functional_domain": "",
        "classification": "",
        "priority": "4",
        "sys_domain_path": "/",
        "version": "",
        "business_duration": "",
        "group_list": "",
        "override_status": "false",
        "approval_set": "",
        "critical_path": "false",
        "status": "green",
        "universal_request": "",
        "end_date": "2024-10-26 10:46:11",
        "short_description": "Netskope $appCategory alert name: $alertName, Event Name: $alert_name",
        "correlation_display": "",
        "work_start": "",
        "top_task": {
            "link": "https://service-now.com/api/now/table/planned_task/444a541847e5161034d5e0d3706d4326",
            "value": "444a541847e5161034d5e0d3706d4326"
        },
        "parent_issue": "",
        "time_constraint": "asap",
        "document": "",
        "additional_assignee_list": "",
        "service_offering": "",
        "sys_class_name": "sn_grc_issue",
        "closed_by": "",
        "follow_up": "",
        "calculation_type": "automatic",
        "confidential_user_groups": "",
        "reassignment_count": "0",
        "schedule_end_date": "2024-10-26 10:46:11",
        "assigned_to": "",
        "policy": "",
        "start_date": "2024-10-25 10:46:11",
        "mpp_task_id": "",
        "sub_tree_root": "",
        "sla_due": "",
        "comments_and_work_notes": "",
        "remaining_duration": "",
        "has_conflict": "false",
        "substate": "",
        "allow_dates_outside_schedule": "false",
        "escalation": "0",
        "upon_approval": "proceed",
        "issue_manager": "",
        "correlation_id": "",
        "group_level": "",
        "made_sla": "true",
        "user_hierarchy_2": "",
        "user_hierarchy_1": "",
        "wbs_order": "",
        "task_effective_number": "IPT0020059",
        "work_effort": "",
        "sys_updated_by": "user1.abc",
        "opened_by": {
            "link": "https://service-now.com/api/now/table/sys_user/dadb5bc43be9d210c71edd6aa5e45a1b",
            "value": "dadb5bc43be9d210c71edd6aa5e45a1b"
        },
        "user_input": "",
        "sys_created_on": "2024-10-25 10:46:11",
        "sys_domain": {
            "link": "https://service-now.com/api/now/table/sys_user_group/global",
            "value": "global"
        },
        "route_reason": "",
        "start_date_derived_from": "",
        "orig_sys_id": "",
        "closed_at": "",
        "is_reparenting_group": "false",
        "level": "",
        "business_service": "",
        "confidential_users": "",
        "is_confidential": "false",
        "relation_applied": "",
        "time_worked": "",
        "expected_start": "",
        "issue_group_rule": "",
        "opened_at": "2024-10-25 10:46:11",
        "task": "Netskope $appCategory alert name: $alertName, Event Name: $alert_nameIPT0020059",
        "work_end": "",
        "run_calc_brs": "true",
        "work_notes": "",
        "work_cost": "0",
        "assignment_group": "",
        "orig_top_task_id": "",
        "user_hierarchy_status": "2",
        "software_model": "",
        "created_manually": "true",
        "description": "Alert/Event ID: $id\nAlert/Event App: $app\nAlert/Event User: $user\n\nAlert Name: $alertName\nAlert Type: $alertType\nAlert App Category: $appCategory\n\nEvent Name: $alert_name\nEvent Type: $eventType",
        "effort": "",
        "calendar_duration": "",
        "end_date_derived_from": "",
        "close_notes": "",
        "content": "",
        "duration": "1970-01-02 00:00:00",
        "issue_manager_group": "",
        "sys_id": "444a541847e5161034d5e0d3706d4326",
        "contact_type": "",
        "urgency": "3",
        "constraint_date": "",
        "company": "",
        "end": "2024-10-25",
        "activity_due": "",
        "comments": "",
        "cost": "0",
        "approval": "not requested",
        "due_date": "",
        "issue_type": "",
        "start": "2024-10-25",
        "sys_mod_count": "0",
        "management_method": "",
        "confirmed_date": "",
        "model_id": "",
        "opex_cost": "0",
        "sys_tags": "",
        "time_zone": "",
        "html_description": "",
        "percent_complete": "0",
        "is_group": "false",
        "milestone": "false",
        "issue_source": "44ab97f6c75200107e299e0703c2602a",
        "action_plan": "",
        "response": "",
        "issue_rating": "",
        "location": ""
    }
}

Get Incident or Security Incidents or GRC Issues or Custom Table Record

API Endpoint: <Instance URL>/api/now/table/<table>

Method: GET

Path Parameters

Key	Value
table	incident sn_si_incident sn_grc_issue custom_table_name

Parameters

Key	Value
sysparm_fields	sys_id,state,severity,assigned_to
sysparm_query	sys_idIN<incident_sys_id>

Headers

Key	Value
User-Agent	netskope-ce-6.1.0-cto-servicenow-v2.3.0
Authorization	Basic <username:password>

Sample API Response (Status Code: 200)


{
    "result": [
        {
            "severity": "2",
            "sys_id": "f25adc501b255a549f2eeb98b04bcb56",
            "state": "10",
            "assigned_to": {
                "link": "https://<Instance URL>/api/now/table/sys_user/324sndm",
                "value": "324sndm"
            }
        }
    ]
}

Sample API Response (GRC Issue) (Status Code: 200)


{
    "result": [
        {
            "sys_id": "444a541847e5161034d5e0d3706d4326",
            "impact": "3",
            "state": "1",
            "assigned_to": ""
        }
    ]
}

Update Incident or Security Incident or GRC Issue or Custom Table record

API Endpoint: <Instance URL>/api/now/table/<table>

Method: PATCH

Path Parameters

Key	Value
table	incident sn_si_incident sn_grc_issue custom_table_name

Headers

Key	Value
User-Agent	netskope-ce-6.0.0-cto-servicenow-v2.2.0
Authorization	Basic <username:password>

Body


{
    "work_notes": "Received new alert with Alert ID: $id and Alert Name: $alertName in Cloud Exchange."
}

Sample API Response (Status Code: 200)


{
    "result": {
        "parent": "",
        "sla_suspended_reason": "",
        "watch_list": "",
        "upon_reject": "cancel",
        "sys_updated_on": "2024-10-25 11:56:25",
        "qualification_group": "",
        "expected_end": "",
        "enforce_restriction": "false",
        "approval_history": "",
        "source_ip": "",
        "skills": "",
        "number": "SIR1083059",
        "problem": "",
        "previous_agent": "",
        "state": "10",
        "sys_created_by": "user1.abc",
        "template_workflow_invoked": "false",
        "knowledge": "false",
        "order": "",
        "phish_email": "",
        "cmdb_ci": "",
        "delivery_plan": "",
        "contract": "",
        "impact": "3",
        "active": "true",
        "work_notes_list": "",
        "vulnerability": "",
        "priority": "4",
        "sys_domain_path": "/",
        "sla_suspended": "false",
        "business_duration": "",
        "group_list": "",
        "special_access_write": "",
        "dest_ip": "",
        "mitre_platform": "",
        "approval_set": "",
        "risk_change": "up",
        "malware_url": "",
        "universal_request": "",
        "last_updated_from_src": "automation",
        "template": "",
        "short_description": "Netskope $appCategory alert name: $alertName, Event Name: $alert_name",
        "correlation_display": "",
        "delivery_task": "",
        "work_start": "",
        "request_type": "",
        "affected_user": "",
        "other_ioc": "",
        "additional_assignee_list": "",
        "alert_sensor": "",
        "assigned_vendor": "",
        "service_offering": "",
        "sys_class_name": "sn_si_incident",
        "closed_by": "",
        "follow_up": "",
        "mitre_group": "",
        "sla_suspended_on": "",
        "estimated_end": "",
        "vendor_reference": "",
        "reassignment_count": "0",
        "assigned_to": "",
        "request_category": "",
        "requested_due_by": "",
        "mitre_malware": "",
        "sla_suspended_for": "",
        "business_criticality": "3",
        "sla_due": "",
        "opened_for": {
            "link": "https://service-now.com/api/now/table/sys_user/c813b7cb1b8342148f4aedb8b04bcb91",
            "value": "c813b7cb1b8342148f4aedb8b04bcb91"
        },
        "comments_and_work_notes": "",
        "mitre_technique": "",
        "special_access_read": "",
        "substate": "",
        "escalation": "0",
        "upon_approval": "proceed",
        "allowed_groups": "",
        "correlation_id": "",
        "asset": "",
        "mitre_tool": "",
        "spam": "false",
        "referrer_url": "",
        "made_sla": "true",
        "mitre_tactic": "",
        "is_catalog": "false",
        "malware_hash": "",
        "alert_rule": "",
        "task_effective_number": "SIR1083059",
        "external_url": "",
        "sys_updated_by": "user1.abc",
        "opened_by": {
            "link": "https://service-now.com/api/now/table/sys_user/c813b7cb1b8342148f4aedb8b04bcb91",
            "value": "c813b7cb1b8342148f4aedb8b04bcb91"
        },
        "user_input": "",
        "sys_created_on": "2024-10-25 10:46:39",
        "sys_domain": {
            "link": "https://service-now.com/api/now/table/sys_user_group/global",
            "value": "global"
        },
        "pir": "",
        "route_reason": "",
        "closed_at": "",
        "allowed_members": "",
        "business_service": "",
        "attack_vector": "",
        "time_worked": "",
        "expected_start": "",
        "opened_at": "2024-10-25 10:46:39",
        "task_created": "false",
        "x_cdsp_chroni_sir_chronicle_si": "",
        "work_end": "",
        "confidence_score": "",
        "prediction": "",
        "automation_activity": "",
        "subcategory": "",
        "work_notes": "",
        "security_tags": "",
        "risk_score_override": "false",
        "initiated_from": "",
        "close_code": "",
        "assignment_group": {
            "link": "https://service-now.com/api/now/table/sys_user_group/<group_sys_id>",
            "value": "<group_sys_id>"
        },
        "description": "Alert/Event ID: $id\nAlert/Event App: $app\nAlert/Event User: $user\n\nAlert Name: $alertName\nAlert Type: $alertType\nAlert App Category: $appCategory\n\nEvent Name: $alert_name\nEvent Type: $eventType",
        "calendar_duration": "",
        "close_notes": "",
        "pir_respondents": "",
        "sys_id": "f25adc501b255a549f2eeb98b04bcb56",
        "contact_type": "",
        "urgency": "3",
        "secure_notes": "",
        "company": "",
        "new_pir_respondents": "",
        "department": "",
        "activity_due": "",
        "severity": "2",
        "comments": "",
        "risk_score": "40",
        "approval": "not requested",
        "due_date": "",
        "sys_mod_count": "2",
        "parent_security_incident": "",
        "sys_tags": "",
        "billable": "false",
        "mitre_data_source": "",
        "caller": "",
        "location": "",
        "risk": "3",
        "category": "",
        "incident": "",
        "change_request": "",
        "security_incident_self": {
            "link": "https://service-now.com/api/now/table/sn_si_incident/f25adc501b255a549f2eeb98b04bcb56",
            "value": "f25adc501b255a549f2eeb98b04bcb56"
        }
    }
}

Fetch Assignee Users

API Endpoint: <Instance URL>/api/now/table/sys_user

Method: GET

Parameters

Key	Value
sysparm_query	sys_id,user_name
sysparm_fields	sys_idIN<user_sys_id>

Headers

Key	Value
User-Agent	netskope-ce-6.1.0-cto-servicenow-v2.3.0
Authorization	Basic <username:password>

Sample API Response (Status Code: 200)


{
    "result": [
        {
            "sys_id": "800b174138d089c868d09de320f9833b",
            "user_name": "user.abc"
        }
    ]
}

Performance Matrix

These readings are collected on a Large CE Stack with these specifications.

Performance for Custom table on a ServiceNow instance:

Description	Specification
Stack details	Size: Large RAM: 32 GB CPU: 16 Cores
Tickets Created Per Minute	~ 160 Incidents/min

User Agent

netskope-ce-6.1.0-cto-servicenow-v2.3.0

Workflow

Create a User and assign roles to the User in ServiceNow.
Configure ServiceNow Plugin.
Configure a Business Rule.
Configure a Queue.
Validate the plugin.

Watch a video

Click play to watch a video.

Create a New User

Log in to your ServiceNow instance.
Go to System Security > Users and Groups > Users.
Click New.
Fill in the required information and make note of the User ID. Click Submit.
On the Users page, search for your user ID and click on your user as shown below.
Click Set Password.
Click Generate. Copy the password.

Note

If the user has Multifactor Authentication Enabled, the Identity Type must be selected as “Machine”. Note that setting Identity Type as “Machine” will not allow you to log in with that user on ServiceNow instance UI. For more information, refer to troubleshooting.

Assign a Role to the User

Scroll down to Roles and click Edit.
Add roles per your requirements:

Roles required when Incidents is configured in the Destination Table parameter:
- itil or sn_incident_write, sn_incident_read
- personalize_dictionary
Role required when Security Incidents is configured in the Destination Table parameter:
- sn_si.admin
Roles required when GRC Issues is configured in the Destination Table parameter:
- sn_grc.business_user (Users can only view issues that they have created themselves or have been assigned to them)
- admin (This permission is necessary to view all GRC Issues, regardless of creator or assignee)
Role required when Custom Table is configured in the Destination Table parameter:
- admin
Click Save.

Admin permission is only required for accessing all GRC issues irrespective of its creator and assignee.
Click Update.

Configure the ServiceNow Plugin

In Cloud Exchange, go to Settings > Plugin Store. Search for and select the ServiceNow v2.3.0 (CTO) plugin.
Provide a Configuration Name and change the Sync Interval per your requirement.
Click Next and enter the Authentication Parameters:
- Instance URL: ServiceNow Instance URL.
- Username: Instance username.
- Password: Instance password.
- Destination Table: Name of the table where incidents will be created.
Enter the Configuration Parameters. For Custom Table, map these fields as per your requirement.
- Custom Table Name: Provide name of your custom table.
- Custom Status: Status field Column name of your custom table.
- Custom Severity: Severity field Column name of your custom table.
- Custom Assignee: Assignee field Column name of your custom table if it reference to the sys_user_ table of the ServiceNow.
- Custom Group: Group field Column name of your custom table if it reference to the sys_user_group table of the ServiceNow.
- Custom Update: Update field Column name of your custom table. This field will be used to add a message when the dedup rule is executed.
No fields will be mapped by default for the custom table in the Queue Configuration. However, if you specify the Custom Update field, a default mapping for Deduplication Map Fields will be provided during queue creation.

Use Default Mappings: Select Yes for the No Queue option (No Queue uses default mappings for the queue, and does not require elevated access) on the Queue configuration page; otherwise, select No.

Yes: These default mappings will be used for the No Queue option.

Target Field	Value
Short Description	Netskope $appCategory alert name: $alertNameEvent Name: $alert_name
Description	Alert/Event ID: $idAlert/Event App: $appAlert/Event User: $userAlert Name: $alertName Alert Type: $alertType Alert App Category: $appCategory Event Name: $alert_name Event Type: $eventType

No: You can create custom mappings.

Select the default mapping for status and severity mappings for the following fields:

To create a custom status, click Add at the bottom of the page.

Click Add New to create a Cloud Exchange field.

Provide the field name and click Add Field. Map it to the the status of your choice.
Click Save.

Configure a Ticket Orchestrator Business Rule for ServiceNow

Configure a business rule based on the filters you need to create incidents for in the ServiceNow plugin.

In Ticket Orchestrator, go to Business Rules and click Create New Rule.
Enter the appropriate Rule Name in the text box and build the appropriate filter query condition on the field(s) for the business rule. You can also type the query manually by pressing Filter Query.
Click Save.

Configure a Ticket Orchestrator Queue for ServiceNow

In Ticket Orchestrator, go to Queues and click Add Queue Configuration. Select the Business Rule, Plugin Configuration, and Queue from the dropdowns.

Target fields for Map Fields section will be fetched from the ServiceNow instance based on the destination table selected during the plugin configuration.
Click Save and sync the queue if you already have the alerts/events pulled.

An Assigned to Manager field is available in the Map Field section. When mapped, the ticket is assigned to the alert user’s manager on ServiceNow, with a fallback to the mapped assignee’s own account when the manager cannot be resolved.

Validate the ServiceNow Plugin

Validate in Cloud Exchange

In order to validate the workflow, you must already have Netskope Alerts/Events.

To view the list of tickets created on ServiceNow, go to Tickets in Ticket Orchestrator.

Any status that is not mapped with corresponding Cloud Exchange fields will not sync the status of the ticket.

Verify Ticket creation/sync by going to Logging.

Validate in ServiceNow

To validate the incident creation, go to Tickets in Ticket Orchestrator, and open on External Link of Ticket
Make sure you are logged in to ServiceNow.

Security Incident Ticket:

Incident Ticket:

GRC Issues Ticket:

Custom Table Ticket:

Troubleshooting the ServiceNow Plugin

Unable to update Destination table to Custom table during the plugin upgrade

When upgrading the plugin from old version to v2.1.0, you might encounter this error if you select the Custom Table in the Destination Table field:


CTO ServiceNow [CTO ServiceNow]: Validation error occurred. Custom Table Name is required Configuration Parameter.

What to do: You need to use the Skip button, then edit the plugin configuration from the plugins page to use the Custom table.

Unable to configure the CTO ServiceNow plugin

If you are unable to configure the ServiceNow plugin, it could be due to one of these reasons:

Incorrect credentials provided.
User does not have required permissions.
Incorrect instance URL provided.
If you are getting below error while configuring the plugin even if credentials are valid, it might be due to the user has Multifactor Authentication Enabled with Identity Type as “Human”.

What to do:

Make sure to provide the correct credentials. Follow these steps, to create a user.
Make sure that the user has the required permissions. Follow these steps, to provide a role to the user.
Make sure that the correct instance URL is provided.
Update the Identity Type to “Machine”, and try to configure the plugin again. Note that setting Identity Type as “Machine” will not allow you to log in with that user on ServiceNow instance UI.

Unable to create an Incident using the plugin

If you are unable to create an Incident in the plugin, it could be due to one of these reasons:

No alerts or events are available in Cloud Exchange, or no new alerts or events are pulled.
Business Rule has no alerts/events filtered.
The user does not have a required role for creating incidents.

What to do: Find the root cause and select the best fit resolution.

Check if the alerts/events are available in the Alerts/Events page, if no alerts/events are available the ticket won’t be created. Configure Tenant or other required configuration to create alerts/events in Ticket Orchestrator.
Check the business rule and test it to confirm if it has any alerts filtered. If no alerts are available in the filtering, update the business rule.
Ensure users have required roles. Follow the steps, to provide a role to the user.

Getting the error Custom Table Name is a required Configuration Parameter and values are getting clear, or Use Default Mappings field not retaining its value if changed

If you are using Custom table, and when click on Next in Configuration Parameters, and the values are getting blank with error Custom Table Name is a required Configuration Parameter.

If you are using any of the default tables, then click on Next in Configuration Parameters with Use Default Mapping as Yes, and it does not retain the value for Use Default Mapping.

Perform these steps to resolve the issue:

For Custom table:

Select Custom Table in Destination Table, then click Next.
Provide all the values in Configuration Parameters.
Click Save (without clicking on Next).
To edit the mappings, you can directly update the mappings by editing the plugin.

For other tables:

Select Any Table in the Destination Table, then click Next.
Select Yes in Use Default Mapping to use the default mapping while configuring a Queue.
Click Save (without clicking on Next).
To edit the mappings, you can directly update the mappings by editing the plugin.

Known Behaviors

It’s been observed that in the Incidents table, when an incident is created and the Assignee field is mapped in the Queue mapping, the incident is automatically assigned the In Progress state, even when the incident event retrieved from the Netskope Tenant has a status of New.
It’s been observed that if the ServiceNow instance have some Business Rule configured that blocks assigning to any user, then the plugin will give error while creating the incident.