ServiceNow Workflow Management User Guide

Trustero’s ServiceNow workflow integration allows you to connect evidence-gathering workflows in ServiceNow directly with Trustero, reducing manual effort and enabling smoother collaboration between systems.

The integration enables you to:

• Create Request for Evidence issues in ServiceNow projects for specific control(s) 

• Collect the attachments as evidence within Trustero when issues are set to Done

• Link existing issues within ServiceNow by updating the issue’s label and the title
• Accommodate custom application structure through Advanced Mappings configuration

Enabling the ServiceNow Workflow Management Integration

To enable the ServiceNow Workflow Management Integration, navigate to the Workflow Management Systems Page through the Navigation Bar under INTEGRATIONS

Toggle the ON/OFF button of the ServiceNow Workflow and configure the following fields:

• Instance URL - base URL of your ServiceNow instance (e.g. example.service-now.net)
• OAuth Application Client Id - client ID assigned by ServiceNow to an App Registration
• OAuth Application Client Secret - client Secret assigned by ServiceNow to an App Registration
• Service Account Username - user name of the service account that has permissions to the target ServiceNow application 
• Service Account Password - password of the service account that has permissions to the target ServiceNow application 
• Label - ServiceNow label to be used to identify tickets to be created/linked

Note/s:

• Oauth Application Credentials provides access to the ServiceNow Instance 
• Service Account Credentials provides access to the specification application

You will be redirected to the config dialog to finish the setup

Select the projects within ServiceNow that the integration has access by providing the following information

• Name: nickname for the setting (e.g. Engineering, HR, etc) 
• Application: ServiceNow application where ticket will be created
• Task Type: ServiceNow form or table to be used for the ticket 

Click Set Configuration

Creating Workflow Tasks for Controls

To create a workflow task for a specific control, navigate to the control’s show page.

Click the Create Workflow Task button under the Evidence tab

Select the destination project within the modal and then click Continue in ServiceNow 

You will be redirected to ServiceNow in order to finish the form. Usually it will require you to fill out additional fields. 

• Short Description - This is automatically pre-populated with the control tag. 
  • You can assign multiple controls for the ticket by adding control tags as follows:
    • e.g. [AM01][AM02] Request for asset evidences
• Note: It is critical for the issue to have the control reference in this format [Control ID] for it to be assigned to a control
• Additional Comments - This automatically pre-populated with the label assigned during configuration
• Note: Do not delete or change the label

Finally, click the Submit button.

The issue will be created within ServiceNow with the selected project and assigned to an individual for completion.

Adding Attachments as Evidence

As long as the tickets are configured correctly (e.g., proper title, label) adding evidence is straightforward. 

Attach the evidence file(s) to the ticket and set it to CLOSED COMPLETE.

To see evidence within Trustero, the integration must collect it. It automatically runs on its own or you can run it on demand any time. 

You can also visit the control show page to view the evidence listing

Notes:

• You can still add attachments after the ticket is set to CLOSED_COMPLETE. The integration will find and add the evidence the next time it syncs with ServiceNow. 
• If you want to delete the pulled evidence, you will need to delete it from the source ticket and the previous evidence/s within Trustero. 

Advanced Configuration

ServiceNow provides the ability to customize its forms, fields and values. If you have a customized form, the Advance Configuration enables you to remap required fields for the integration.

By default, Trustero uses the following default fields and values.

To configure the field mappings, open the configuration modal for the ServiceNow integration and switch to the Advanced Mappings 

• Select the Form/Table you would like to have customized mappings
• Select the field to be used as Subject. For the subject field, Trustero lists string fields that are most likely to be used as a title for the ticket
• Select the enum field to be used as Status Field. For status enum field Trustero lists choice(string) / choice(integer) fields that are most likely to be used as a field to denote the progress of the ticket  
• Select the enum choice value related to the Selected Enum Field. The value selected indicates the status of the ticket is `Done` and Trustero can pull the related attachments

Click Set Configuration