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Overview
Functionalities of using ServiceNow to manage ZenGRC audits and requests include the following:
- The audit and imported requests are automatically created in ServiceNow and linked together.
- Audit and request updates are transferred in real time between ServiceNow and ZenGRC.
- Assignees to requests only need to exist in ServiceNow.
- ZenGRC seamlessly opens ServiceNow for editing as long as the user has a ServiceNow profile.
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After importing requests and starting an audit, assignees can only be added within the ServiceNow instance. |
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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
Most of the information for this beta feature needs to be updated within ServiceNow, which can be accessed directly from ZenGRC.
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 Managed 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.
Working with Requests
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ServiceNow audit requests cannot be assigned within ZenGRC. Assignees can only be added in the ServiceNow instance 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
By default the ZenGRC request application in ServiceNow provides three default states: Pending, Work in Progress, Closed Complete. However, ServiceNow administrators can extend the ZenGRC Request application to have any number of states. If additional states are added, they will be reflected in ZenGRC, as well as the counts of requests in each state.
While there is no way to modify the workflow states from within ZenGRC, ZenGRC users can submit comments to ServiceNow users in order to request additional documents, provide responses to clarification requests, etc.
Editing a ServiceNow Request
Most requests imported into ServiceNow audits need to be 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 the Comments field can be 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 
- This opens ServiceNow where a valid ServiceNow profile is required to log in.