ServiceNow

Overview

The Arellia Management Server can integrate with ServiceNow by creating tickets for application elevation requests received by Arellia Application Control policies. The tickets can then be approved or denied directly from the ServiceNow.

Setup

1. Open the Arellia Security Manager Console and click on the Configuration tab
2. Navigate to Settings > Foreign Software Systems > User Credentials 
3. Verify that the Default User Credential has access to the ServiceNow Server, or create a new credential that has access
4. Navigate to Settings > Foreign Software Systems > Foreign Software System Types > ServiceNow 
5. Select New > New ServiceNow Instance 
6. Set the Name and Base Uri of the Service Desk Instance
   
7. Click OK and then Select the User Credential configured in Step 4 
8. Click on the Tasks tab and select Workflow at the bottom
9. Expand Automation > Approvals and right-click on Approval Processes 
10. Select New > Approval Process > ServiceNow Approval Process
11. Name the new approval process and select the ServiceNow Instance
12. Configure the newly created approval process
    
13. Click Save
14. Right-click on Approval Types and select New > Execute Application Approval Request 
15. Change the name and set the process handler to the ServiceNow Approval Process created in step 10
    
16. Check the boxes for both Policy and File specific and then click Save
17. Click on the Policies tab and navigate to Policies > Arellia Solutions > Application Control > Actions > Messages > Advanced 
18. Right-click on Approval Request Form Action and select clone and change the name to ServiceNow Approval Request Form Action
19. Click on the link next to Approval type and select the ServiceNow approval type created in step 14
    
20. Save the message

The newly created message can then be used as an application action that will collect the reasons from end-users and send those automatically to the ServiceNow.