Managing ServiceNow Audits and Requests

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.

Accessing ServiceNow from an Audit

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:

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

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

1. Click Actions | Open in ServiceNow.
   
   

Working with Requests

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:

1. Click Audits and open the desired ServiceNow audit.
2. Click Requests (in ServiceNow).
3. Find the request and click the link in the Object URL column.
   
   
   
   
4. This opens ServiceNow where a valid ServiceNow profile is required to log in.