Managing ServiceNow Audits and Requests

Overview

This documentation provides instructions to easily manage ServiceNow audits and requests.

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.
   
   

Viewing and Updating Requests 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.

ServiceNow Workflow as Accessed From ZenGRC

After opening ServiceNow from ZenGRC as described above, you can observe the following functionality:

• The browser opens a new tab to display the Visual Task Board representing the audit. If it doesn’t, select Visual Task Board from the left-hand navigation in ServiceNow and click the board that has the same name as the audit.
• The requests all appear in the initial state they were in within ZenGRC. To change a task state, drag it into a new lane. The underlying state changes and will be reflected in ZenGRC when tasks are synced.

• Changes can be made to any of the attributes and they'll be updated in ZenGRC on the next sync.

• Attachments and comments are easily added, and are then shown in ZenGRC.

Viewing Synchronized Changes in ZenGRC

You can view any changes made in ServiceNow in ZenGRC follows:

• Click Audits and select the pertinent audit.
• Open the Requests (in ServiceNow) tab, all tasks can be 
• The requests in this view will be synced once per hour but you can refresh at anytime by clicking Click here to Sync.
• The Object URL link opens the request in ServiceNow but requires that you have access to  ServiceNow. 
• To view request details such as comments and attachments from within ZenGRC, click the linked Title column.

Working with Attachments in ZenGRC

• To view attachments, click the Attachments tab. While attachments reside only in ServiceNow, the integration allows the ZenGRC user to download the attachment from here.

Download All Attachments from ServiceNow-Managed Requests

You can easily download all attachments for all (or for multiple selected) requests within an audit. To download attachments from multiple Jira-managed requests, complete the following:

1. From the left-hand navigation, click Audits, then select your ServiceNow-managed audit from the drop-down.
2. Click the Requests (managed in ServiceNow) tab
3. The Download attachments button provides two options. "Download all" will download all attachments for all of the requests included in the Audit. Alternatively, you can select specific requests using the checkboxes, and then the "Download selected" option will download attachments only the selected requests:
   
4. The resulting download is a .zip file that has includes separate folders for each of the included requests, where each folder's name corresponds to the Title of each request. Within each folder, you'll find all of the attachments associated with that request.
   

Working with Comments in ZenGRC

• To view comments, click the Comments tab. The ServiceNow connector for ZenGRC supports bi-directional comment sync, allowing ZenGRC users to respond to clarification requests, request additional evidence attachments, etc.