Conectado directamente
ServiceNow: Las medidas se convierten en tickets
Las medidas y, si lo desea, los incidentes se convierten en tickets en su instancia de ServiceNow.
Cómo funciona
- Connect your instance
You create an integration user and an OAuth client in your instance and enter its address in Complass.
- Create a ticket
With one click, in bulk or by rule a task becomes an incident or a change request.
- Status comes back
About every five minutes Complass syncs state, assignee, work notes and comments.
- Confirm completion
When the ticket is resolved, the responsible person confirms in Complass. The sync never closes incidents.
Which data is exchanged
| Direction | Data | Aviso |
|---|---|---|
| Complass → ServiceNow | Short description, impact, urgency, deadline and assignment group | The description only if you choose so. ServiceNow calculates the priority itself. |
| ServiceNow → Complass | State, assignee, work notes and comments | Appear at the task or incident. |
| CMDB → Complass (coming soon) | Serial number, asset tag, name and network addresses | Complass suggests matches with your assets, a person confirms. Complass never creates assets from the CMDB. |
| Not exchanged | Whistleblower reports, data breaches and comments without the tick | Never go to ServiceNow. |
Setup
- An integration user and an OAuth client in your instance. Client credentials are recommended; older instances can use the authorization code flow.
- Complass provides the role for the integration user as an update set: read, create and change tickets, never delete. No admin role.
- An administrator approves the instance address in Complass with a renewed sign-in.
- Optionally a business rule reports changes to Complass at once. Without it Complass polls regularly.
- Administrators with the right for API, webhooks and integrations can set it up.
Seguridad y protección de datos
- Client secret and access tokens are stored encrypted in Complass.
- Comments are only sent when their author ticks the box, and then as a work note.
- Complass never maps people automatically.
- Events from the business rule are signed. Complass then reads the content from ServiceNow itself.
Preguntas frecuentes
Does the integration user need the itil or admin role?
No. The role from the Complass update set is enough.
Can ServiceNow close a task in Complass?
By default Complass asks the responsible person. Per connection you can set that "resolved" closes a task directly. The sync never closes incidents.
Which CMDB classes does Complass read?
Coming soon: servers, computers, network gear, applications and services, read only and weekly, if you switch the match on.
More connections
Which packages include the connection to ServiceNow, see the package overview. See the packages
- Microsoft Teams
- Slack
- Jira
- Microsoft Entra ID
- GitHub
- Microsoft 365
- Todas las conexiones e importaciones
Los nombres de productos y las marcas mencionados pertenecen a sus respectivos titulares. No existe ninguna asociación, certificación ni recomendación por parte de los titulares. ServiceNow es una marca registrada de ServiceNow, Inc.
Pruebe Complass con sus propios datos
Cree usted mismo su acceso de prueba, con un proyecto de ejemplo por marco normativo si lo desea. Si prefiere que primero le mostremos Complass, solicite una demo.