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Overview
Functionalities of using ServiceNow to manage ZenGRC audits , tasks and requests include the following:
- An audit can be connected to any ServiceNow project within the connected ServiceNow instance.
- The audit and imported requests are automatically created in ServiceNow and linked together.
- All audit Audit and request updates are transferred in real time between ServiceNow and ZenGRC.ZenGRC tasks can be linked to any ServiceNow issue.
- Assignees to a request do not requests only need to exist in ZenGRC. As long as they are ServiceNow users, they can be assigned to a request.
- For users in the linked ServiceNow project, ZenGRC seamlessly opens the application for direct accessServiceNow for editing as long as the user has a ServiceNow profile.
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There are several areas where users can access ServiceNow from ZenGRC. However, that access requires you to also have a ServiceNow user account. ServiceNow will display an error message stating that you do not have access.After importing requests and starting an audit, assignees can only be added within the ServiceNow instance. |
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This page only details the additional functionality of ServiceNow audits, tasks and requests. For full instructions, please see Audits in ZenGRC. |
At this time, these instructions outline the only activities that can be done on ServiceNow audits within ZenGRC. Uploading evidence requests and fulfilling tasks must be completed in ServiceNow. |
Accessing ServiceNow from an Audit
The majority Most of the information for a ServiceNow audit this beta feature needs to be updated within ServiceNow, which can be accessed directly accessed and updated within from ZenGRC. However, there may be times when you want to open ServiceNow.
The quickest way to open an audit in ServiceNow is directly from the Audits page prior to accessing the individual audit. To do this, complete the following steps:
- Click Audits in the left-hand navigation.
- Scroll to desired audit.
- Click Open in ServiceNow.
If the individual audit summary page is already open from the Audits home page, access ServiceNow by completing the following:
- Click Actions | Open in ServiceNow.
Click Actions | Export from ServiceNow.
Working with Requests
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Requests in a ServiceNow audit requests cannot be assigned within ZenGRC. Assignees can only be assigned to users added in the connected ServiceNow instance . The assignees need to add evidence and complete the request within ServiceNow. |
after the audit has been started. |
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ServiceNow audit requests do not display in the System of Record | Requests or in the To-Do List. The requests can only be viewed in bulk within the individual audit and in ServiceNow audit. |
Editing a ServiceNow Request
Requests Most requests imported into ServiceNow audits can need to be edited in both ZenGRC and ServiceNow. But in ZenGRC, the only way to access them is through Audits.updated/edited within ServiceNow. To open and edit a request in ServiceNow from ZenGRC, complete the following steps:
- Click Audits and open the desired ServiceNow audit.
- Click Requests (in ServiceNow).
- Find the request and click View.
- On the resulting page, only two fields the Comments field can be edited.
- Click the dropdown arrow beside Status to make another selection. updated in ZenGRC. Start typing in the Comments text field to prompt an Add button.
Click Open in ServiceNow to open ServiceNow in a new browser tab or window.
Tip title TIP ServiceNow only opens for users who have a ServiceNow profile .
Click Edit to open a page where the majority of fields can be edited while remaining in the ZenGRC application.
Linking a ZenGRC Task to ServiceNow
A task must already exist in ZenGRC prior to linking to ServiceNow. However, a new ServiceNow issue can be created directly from a ZenGRC task and saved in the selected ServiceNow project.| Info | ||
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At this time, there is no way to review all ServiceNow issues that are linked to ZenGRC tasks. The ServiceNow issues can only be accessed from individual ZenGRC tasks. |
Connecting to an Existing ServiceNow Item
To connect a task to an existing ServiceNow item, complete the following steps:
In the dialog box, enter a search term and click Search.
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The Search box does not auto populate, so you will need to know a word in the ServiceNow Key or Summary fields in order to search for your issue. |
Select an option from the results.
Click Save. The page refreshes to display information from the ServiceNow issue.
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These ServiceNow fields can only be edited in ServiceNow. |
Linking a ZenGRC Task to a New ServiceNow Item
To create a new ServiceNow item and connect it to a task, complete the following steps:
In the Project dropdown, select an option.
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The Project dropdown displays projects in the connected ServiceNow instance. This then populates the Issue dropdown with selections from the chosen ServiceNow project. |
Select an option in the Issue dropdown and click Create new. Alternatively, click Back to cancel and return to the prior page.
A new dialog box displays with fields to complete that are dependent on the selected ServiceNow project setup.
| title | IMPORTANT |
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Since user information cannot be transferred from 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 ServiceNow accounts or ServiceNow user names following the @.
For example, the below screenshot is from 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 ServiceNow, 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 ServiceNow and assign users.
Editing a ServiceNow Issue Linked in a ZenGRC Task
To access a ServiceNow issue from a ZenGRC task, complete the following steps:
Unlinking or Replacing a Linked Item
Only one ServiceNow item can be linked within a task.
To remove the link between a task and a ServiceNow item, complete the following steps:
In the dialog box, click Unlink. Alternatively, click Cancel to close without changes.
To replace the link between a task and a ServiceNow item with a different ServiceNow item, complete the following steps:
- Open the task.
- Click the ellipses in the top right (an Actions button replaces the ellipses if your browser is maximized) and select Replace ServiceNow issue.
- The dialog box displays allowing you to search or create a new ServiceNow issue
and may require them to log in.