Configuring the BlueApp for ServiceNow

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To enable the BlueApp for ServiceNow actions within USM Anywhere, you must configure the BlueApp by setting up the integration with your ServiceNow instance. After validation of the configuration, you can include an action as part of an orchestration rule triggered by an event, or launch the action from the details page for a specific alarm, event, or vulnerability. See BlueApp for ServiceNow Actions for more information about using this functionality.

BlueApp for ServiceNow Requirements

You or your ServiceNow administrator must create a user account in your ServiceNow instance to be used by USM Anywhere through the ServiceNow Representational State Transfer (REST) APIs. This user account must have rights to perform create, read, update, and delete (CRUD) operations using the ServiceNow Table API and ServiceNow Aggregate API. If you are using the ServiceNow Security Incident Response (SIR) application and want the BlueApp for ServiceNow to create new security incidents, this user must also have the sn_si.integration_user or sn_si.admin role.

If you choose to use OAuth, you must create an endpoint for BlueApp for ServiceNow to access your ServiceNow instance. See ServiceNow Product documentation for more details.

Note: It is a best practice to have a user account configured in your ServiceNow instance that can be used exclusively for USM Anywhere. With this exclusive user account, you can easily filter incidents in the ServiceNow user interface (UI) to display incident tickets created by USM Anywhere. Also, the incidents created by the BlueApp for ServiceNow and its history are displayed in USM Anywhere according to this username. By using an exclusive user account, this information will be confined to the USM Anywhere alarm, vulnerability, and event responses.

If you are a service provider or enterprise that manages more than one USM Anywhere instance, you can configure the BlueApp for ServiceNow on each instance to connect to the same ServiceNow environment. In this case, you should create a unique user account to be used by each USM Anywhere instance so that you can not only differentiate them in the ServiceNow UI, but also separate the history and incident information displayed in USM Anywhere by the instance.

Before you configure the BlueApp for ServiceNow, make sure you have these requirements in place:

  • Fully-qualified domain name (FQDN) for your ServiceNow instance
  • Username and password to use for USM Anywhere access
  • (OAuth only) ServiceNow client identification (ID)
  • (OAuth only) ServiceNow client secret

Configure the ServiceNow Connection in USM Anywhere

To support the ServiceNow response actions in USM Anywhere, you must configure a connection with the ServiceNow instance. This connection enables the BlueApp to perform CRUD operations using the ServiceNow Table and Aggregate REST APIs.

To configure the connection

  1. In USM Anywhere, go to Data Sources > BlueApps.
  2. Click the Available Apps tab.
  3. Search for the BlueApp, and then click the tile.
  4. Click Configure API.

  5. If you have more than one deployed USM Anywhere Sensor, select the sensor that you want to use for the enabled BlueApp.

    BlueApps operate through a deployed sensor and use APIs to integrate with the connected third-party technology. Select the sensor that can access the integration endpoint. The HTTPS connections to the API will originate from this sensor, so it is important to make sure the sensor has network access to the BlueApp API endpoints.

  6. Specify the basic connection information for ServiceNow:

    • Instance name: Enter the FQDN for your ServiceNow instance.

      For example, if you access your ServiceNow instance at https://mycorp.service-now.com, you must enter mycorp.service-now.com in this field.

    • Username: Enter the username for the account that USM Anywhere will use to access ServiceNow.
    • Password: Enter the password for the account.

  7. (OAuth only.) Specify the OAuth authentication parameters:

    • Is OAuth enabled?: Select this checkbox to use OAuth for the ServiceNow connection.
    • Client ID: Enter the client ID that is configured in the ServiceNow OAuth Application Registry.
    • Client secret: Click Change Client secret to enter the client secret for the client ID.

  8. In the Set Available USM Anywhere Attributes section, select the checkboxes for the options you want to make available for populating the Incident descriptions in ServiceNow when you create a response action rule.

    Configure API for ServiceNow

  9. Click Save.

  10. Verify the connection.

    After USM Anywhere completes a successful connection to the ServiceNow instance and the APIs, a icon displays in the Health column.

    If the icon displays, there is a problem with the connection. The Message column provides information about the issue. Repeat the steps to fix the configuration or troubleshoot your ServiceNow connection.

ServiceNow Event Collection

Once the BlueApp for ServiceNow has been configured, you can choose to have BlueApp for ServiceNow collect events from the app.

To configure ServiceNow event collection

  1. Go to Settings > Scheduler.
  2. In the Job Scheduler, search for the ServiceNow app on the sensor to which it was deployed.

  3. In the enabled column, click the icon for the inactive ServiceNow events job.

    The icon turns green and hourly event collection from ServiceNow is enabled.

Configure the BlueApp for ServiceNow to Map ServiceNow Data Fields to USM Anywhere Data Fields

Once the BlueApp for ServiceNow has been configured, you can choose to create templates to map your ServiceNow fields to their equivalent data fields in USM Anywhere.

Important: Without this configuration, all incident data is created in the description field of your ServiceNow incidents.

When users create incidents from USM Anywhere events or alarms, they will be able to select the appropriate template to ensure that the USMA fields and ServiceNow fields will accurately reflect the incident's information. See Creating ServiceNow Response Action Rules for more information on including these templates in your incidents.

To map incident data in the BlueApp for ServiceNow

  1. Open your BlueApp for ServiceNow and navigate to the Mapping Templates tab.
  2. Click the Add Template button.
  3. Enter a name for your new template.
  4. Use the drop-down rows to configure which USM Anywhere fields map to which ServiceNow fields.
    Add multiple rows to the same template with the Add Row button.
  5. Click Save when you are done configuring your mapping template.