Prisma Access
Integrate ServiceNow with Prisma Access
Table of Contents
Integrate ServiceNow with Prisma Access
Learn how to integrate ServiceNow with Prisma Access.
| Where Can I Use This? | What Do I Need? |
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Prisma® Access supports ServiceNow, an incident management platform that provides a
common framework for managing incidents and notifying you about AI-powered ADEM, ADEM,
SD-WAN, and Prisma Access incidents through ServiceNow tickets. Any incident that Prisma
Access creates will automatically create a ticket on ServiceNow. When Prisma Access
scans your environment and detects a problem, it generates an alert and pushes it to
ServiceNow as a ticket. Then, when you dismiss an alert, Prisma Access sends a state
change notification to update the ticket status on ServiceNow.
ServiceNow has two types of integration: Bidirectional and unidirectional. A
bidirectional integration means you’re pushing data to ServiceNow as well as getting
data from ServiceNow. In a unidirectional integration, you’re only pushing data to
ServiceNow.
Before You Proceed with ServiceNow Integration
ServiceNow integration might require cross-border data transfers. If your
ServiceNow instance, your Prisma SASE instance, or your Prisma SASE interface users
are located in multiple countries, you need to consent to and authorize any
cross-border transfers of data.
Although Prisma Access ingests ServiceNow data to display it on the Prisma
SASE dashboard, we don't store any of the data.
Bidirectional Integration in ServiceNow
Bidirectional integration has four fields in the ServiceNow
Mapped Field, three of which are mandatory if you opt for
bidirectional integration.
- ServiceNow Ticket ID—Mandatory
- ServiceNow Operational Status—Mandatory
- ServiceNow Priority—Mandatory
- ServiceNow Assigned To—Optional. This field could have information such as name or email address
Set Up ServiceNow Integration
To set up a successful ServiceNow integration, we recommend that you change
the maximum length of the ServiceNow columns to 300 characters to ensure
that Prisma Access doesn't truncate the data.
- From the ServiceNow Tables & Columns page, go to Table Names, and select your <SASE -SNOW> table (see highlighted table name in the following image).
- Select Edit Table to make your changes.
