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Notice

This guide is for the original release of AQtive Guard. For the current AQG SaaS platform, go to the AQtive Guard User Guide.

ServiceNow getting started↑

The ServiceNow integration automatically creates ServiceNow incidents from one or more AQtive Guard instances. ServiceNow incidents for each instance include the following information:

  • Impact: the severity of the Instance in AQtive Guard.

  • Description:

    • a description of the cryptographic rule that detected the instance.
    • the name of the instance.
    • a link to the instance in AQtive Guard.

Refer to Issues and Instances fundamentals to learn more about the relationship between issues and instances.

Prerequisites↑

To enable the ServiceNow integration, you’ll need:

  • Admin access to AQtive Guard.
  • Coordination with a ServiceNow Administrator to create a ServiceNow user account.

Configuration↑

ServiceNow configuration↑

In your ServiceNow instance, your ServiceNow administrator will need to create a user account to be linked with AQtive Guard.

Tip

Make sure your ServiceNow administrator adds the incident_manager role to the integration user account. AQtive Guard requires this role to fully populate the description field for an incident.

AQtive Guard configuration↑

In your AQtive Guard organization, configure the ServiceNow integration:

  1. Log in to the AQtive Guard web interface as an administrator.
  2. Select Settings from the menu bar, then select Integrations.
  3. From the integration options, select ServiceNow.
  4. Enter your ServiceNow Instance URL.
  5. Enter the User ID of the integration user account your ServiceNow administrator created.

  6. Enter the user ID’s Password.

    You can optionally select Test Connection to establish that the link is working.

  7. Select Update to save your settings and complete the configuration.

Unlink the ServiceNow integration only if your organization needs to reconfigure or stop data sharing with ServiceNow.

To unlink the ServiceNow configuration:

  1. Log in to the AQtive Guard Web Interface as an administrator.
  2. Select Settings from the menu bar, then select Integrations.
  3. From the integration options, select ServiceNow.
  4. Select Unlink.

Use↑

You can use the ServiceNow integration to:

  • Create a ServiceNow incident for an individual AQtive Guard instance.
  • Create ServiceNow incidents for multiple AQtive Guard instances or issues.
  • Initiate a bulk export of ServiceNow incidents for all failed AQtive Guard instances.

Note

Only failed instances or issues can be used to create incidents or exported.

Refer to Issues and Instances fundamentals to learn more about the relationship between issues and instances.

Single instance export↑

Follow these instructions to export an AQtive Guard instance as an individual ServiceNow incident.

  1. Select an issue in an AQtive Guard report.
  2. Select an individual instance within the issue to view its details.
  3. Select Export.
  4. Select ServiceNow, then Export to export an incident populated with information about the selected instance.

A link is provided to view and edit the ServiceNow incident.

Multi-select export↑

Follow these instructions to export multiple AQtive Guard instances or issues as ServiceNow incidents.

  1. Navigate to the desired AQtive Guard report.
  2. Use the checkboxes to select one or more issues or instances in an AQtive Guard report:
    • Selecting an issue will automatically select all associated failed instances.
    • If only some failed instances are selected, the issue’s checkbox will appear indeterminate (partially checked).

Tip

Use the High, Medium, or Low checkboxes to quickly filter instances or issues of a particular severity level.

  1. Select Export.

Tip

The Export selection menu updates to reflect the number of issues and instances selected for export. Be sure to review these carefully before proceeding with the export.

  1. Select the ServiceNow tile, then Export to export ServiceNow incidents populated with information about the selected instances or issues. You'll see the progress of the export, and a notification once the export is complete.

Bulk export↑

To export ServiceNow incidents in bulk from multiple instances in a report:

  1. Navigate to the desired AQtive Guard report and select Export.
  2. In Report Export, select ServiceNow.
  3. Follow the prompts to export ServiceNow incidents for all failed instances.