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Overview

Functionalities of using Jira ServiceNow to manage ZenGRC audits, tasks and requests include the following:

• An audit can be connected to any Jira ServiceNow project within the connected Jira ServiceNow instance.
• The audit and imported requests are automatically created in Jira ServiceNow and linked together.
• All audit and request updates are transferred in real time between Jira ServiceNow and ZenGRC.
• ZenGRC tasks can be linked to any Jira ServiceNow issue.
• Assignees to a request do not need to exist in ZenGRC. As long as they are Jira ServiceNow users, they can be assigned to a request.
• For users in the linked Jira ServiceNow project, ZenGRC seamlessly opens the application for direct access.
  
  

Accessing

ServiceNow from an Audit

The majority of information for a Jira ServiceNow audit can be directly accessed and updated within ZenGRC. However, there may be times when you want to open JiraServiceNow.

The quickest way to open an audit in Jira ServiceNow is directly from the Audits page prior to accessing the individual audit. To do this, complete the following steps:

1. Click Audits in the left-hand navigation.
2. Scroll to desired audit.
3. Click Open in JiraServiceNow.
   
   
   
   

If the individual audit summary page is already open from the Audits home page, access Jira ServiceNow by completing the following:

1. Click Actions | Open in JiraServiceNow.
   
   

To open Jira ServiceNow and export information, complete the following:

1. Click Actions | Export from JiraServiceNow.
   
   

Working with Requests

Once requests are imported into a JiraServiceNow-connected audit in ZenGRC, they are also created in JiraServiceNow. Updates in Jira ServiceNow are reflected in ZenGRC requests and vice versa.

Editing a

ServiceNow Request

Requests imported into Jira ServiceNow audits can be edited in both ZenGRC and JiraServiceNow. But in ZenGRC, the only way to access them is through Audits.

To open and edit a request, complete the following steps:

1. Click Audits and open the desired Jira ServiceNow audit.
2. Click Requests (in JIRAServiceNow).
3. Find the request and click View.
   
   
   
   
4. On the resulting page, only two fields can be edited. 
   1. Click the dropdown arrow beside Status to make another selection.
   2. Start typing in the Comments text field to prompt an Add button.
      
      
      
      
5. Click Edit to open a page where the majority of fields can be edited while remaining in the ZenGRC application.
   
   
   
   

6. Click Open in JiraServiceNow to open Jira ServiceNow in a new browser tab or window.
   
   

   Tip
   title TIP
   Jira ServiceNow only opens for users who have a Jira ServiceNow profile.

   
   

Linking a ZenGRC Task to

ServiceNow

A task must already exist in ZenGRC prior to linking to JiraServiceNow. However, a new Jira ServiceNow issue can be created directly from a ZenGRC task and saved in the selected Jira ServiceNow project.

Connecting to an Existing

ServiceNow Item

To connect a task to an existing Jira ServiceNow item, complete the following steps:

1. Create or open a task.
2. Click the ellipses in the top right (if your browser is maximized, an Actions button replaces the ellipses) and select Link to JiraServiceNow.
   
   
   
   

3. In the dialog box, enter a search term and click Search.
   
   

   Tip
   title TIP
   The Search box does not auto populate, so you will need to know a word in the Jira ServiceNow Key or Summary fields in order to search for your issue.

   
   
   
   

4. Select an option from the results.
   
   
   
   

5. Click Save. The page refreshes to display information from the Jira ServiceNow issue.
   
   
   
   

   Tip
   title TIP
   These Jira ServiceNow fields can only be edited in JiraServiceNow.

   
   

Linking a ZenGRC Task to a New

ServiceNow Item

To create a new Jira ServiceNow item and connect it to a task, complete the following steps:

1. Create or open a task.
2. Click the ellipses in the top right (an Actions button replaces the ellipses if your browser is maximized) and select Create new Jira ServiceNow issue.
   
   
   
   

3. In the Project dropdown, select an option.
   
   

   Tip
   title TIP
   The Project dropdown displays projects in the connected Jira ServiceNow instance. This then populates the Issue dropdown with selections from the chosen Jira ServiceNow project.

   
   
   
   

4. Select an option in the Issue dropdown and click Create new. Alternatively, click Back to cancel and return to the prior page.
   
   
   
   

5. A new dialog box displays with fields to complete that are dependent on the selected Jira ServiceNow project setup.
   
   
   
   

   Note
   title IMPORTANT
   Since user information cannot be transferred from Jira ServiceNow to ZenGRC, clicking within the Assignee and Reporter dropdown boxes won't prompt a name dropdown. These fields either expect email addresses associated with the Jira ServiceNow accounts or Jira ServiceNow user names following the @.  For example, the below screenshot is from Jira ServiceNow and displays a list of users.   Only the person's email address (not shown) or the information outlined in red (without the @) is accepted in the ZenGRC fields. ("Eddy" or "Eddy Editor" will prompt errors, but "michael+editor" or "michael+editor@reciprocitylabs.com" won't.) The user must be in JiraServiceNow, but does not have to be in ZenGRC. Only one user can be assigned per field. These are not a mandatory fields, so a workaround is to create the issue without assigning names. Then, log into Jira ServiceNow and assign users.

   
   

Editing a

ServiceNow Issue Linked in a ZenGRC Task

To access a Jira ServiceNow issue from a ZenGRC task, complete the following steps:

1. Open the task.
2. Click the link under Jira ServiceNow issue key.
   
   

Unlinking or Replacing a Linked Item

Only one Jira ServiceNow item can be linked within a task.

To remove the link between a task and a Jira ServiceNow item, complete the following steps:

1. Open the task.
2. Click the ellipses in the top right (an Actions button replaces the ellipses if your browser is maximized) and select Unlink Jira ServiceNow issue.
   
   
   
   
3. In the dialog box, click Unlink. Alternatively, click Cancel to close without changes.
   
   
   
   

To replace the link between a task and a Jira ServiceNow item with a different Jira ServiceNow item, complete the following steps:

1. Open the task.
2. Click the ellipses in the top right (an Actions button replaces the ellipses if your browser is maximized) and select Replace Jira ServiceNow issue.
3. The dialog box displays allowing you to search or create a new Jira ServiceNow issue.