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      ServiceNow Integration

      Integrating ServiceNow with ContraForce: Managing Tickets within Incidents

      Introduction

      We are excited to announce the integration of ServiceNow, a leading IT Service Management (ITSM) platform, into ContraForce. This new feature allows Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) to manage and associate ServiceNow tickets directly within ContraForce incidents. By streamlining workflows, this integration reduces the need to navigate between multiple platforms, enhancing efficiency and accelerating response times.

      Benefits of the Integration

      • Unified Workflow: Manage security incidents and associated tickets all within ContraForce.
      • Increased Efficiency: Eliminate duplication of efforts by reducing the need to switch between ContraForce and ServiceNow.
      • Improved Incident Management: Quickly create or link ServiceNow tickets to incidents for better tracking and resolution.

      Setting Up the ServiceNow Integration

       

      Step 1: Access the Workspace Page

      1. Log in to your ContraForce account.
      2. Navigate to the Workspace Page from the Command dashboard.

      Step 2: Connect to ServiceNow

      1. In the Workspace Portal, locate the ServiceNow Integration section.
      2. Click on the Connect (+) button.

      3. Enter your ServiceNow instance URL, along with your ServiceNow credentials (username and password or API key, depending on your setup).

      4. Click Add Module to establish the connection.

      Note: Ensure that the credentials used have the necessary permissions to create and manage tickets in ServiceNow.

       

      Step 3: Verify the Integration

      1. After authorization, a confirmation message will appear.
      2. To verify, you can check the Workspace Settings page under Integrations to see the active ServiceNow connection.

      Managing Tickets within Incidents

      Once the integration is set up, you can manage ServiceNow tickets directly from the incident detail pages in ContraForce.

      Creating a New ServiceNow Ticket from an Incident

      1. Navigate to the Incidents section in ContraForce.
      2. Click on an incident to view its details.
      3. On the incident detail page, locate the ServiceNow Ticket section.
      4. Click on the Create New Ticket button.

      5. A confirmation dialog will appear. Confirm the creation to generate a new ticket in ServiceNow linked to this incident.
      6. A visual indicator will display the ticket number and status.

       

      Linking an Existing ServiceNow Ticket to an Incident

      1. On the incident detail page, go to the ServiceNow Ticket section.
      2. Click on the Link Existing Ticket option.

      3. A search dialog will appear. Enter the ticket number or keywords to find the existing ticket.
      4. Select the appropriate ticket from the search results.
      5. Click Link to associate it with the incident.

      6. The linked ticket information will now be visible on the incident detail page.

      Viewing Ticket Association Status

      • Incidents with linked ServiceNow tickets will display a ticket icon next to their listing in the Incidents overview.
      • Inside the incident detail page, the ServiceNow Ticket section will show the ticket's status, priority, and other essential details.

      Closing Tickets

      • Changing the status of the ticket to “Closed” will display two actions.
      • The ticket can be updated only, or you can update both the ticket and the associated incident.

       

       

      Managing Integration Settings

      You can manage your ServiceNow integration settings at any time:

      1. Go to Workspace Settings from your ContraForce dashboard.
      2. Click on the Integrations tab.
      3. Under ServiceNow Integration, you can:
        • Refresh Credentials: Update your ServiceNow login information.
        • Disconnect: Remove the integration if necessary.

      Best Practices

      • User Permissions: Ensure all analysts have the necessary permissions in both ContraForce and ServiceNow to manage tickets.
      • Consistency: When creating or linking tickets, provide detailed notes to maintain clear communication across platforms.
      • Monitoring: Regularly monitor the Incidents and ServiceNow sections to stay updated on ticket statuses and responses.

      Support

      If you encounter any issues or have questions about the integration:

      Conclusion

      The integration of ServiceNow into ContraForce is designed to streamline your security incidentmanagement process, saving you time and reducing operational friction. By unifying your workflows, you can focus on what matters most keeping your clients secure.