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👥 Roles and permissions
Only administrators can configure the ServiceNow integration for their organization
Once you have configured a connection to a ServiceNow instance, the next step is to map ServiceNow task statuses to Hyperproof task statuses. If you haven't configured the ServiceNow connection yet, see Connecting Hyperproof to ServiceNow for information on doing that first.
ServiceNow has three task types that can be created and managed through the integration with Hyperproof. Types include:
Incident task - Defined in ServiceNow as a way to request action from assigned work groups who are not mentioned in the incident itself. For example, when an incident occurs, a specific team in ServiceNow will be responsible for the initial response. However, they may require support from additional groups and will create an incident task to receive that support.
Catalog task - Defined in ServiceNow as a measurable and repeatable unit of work that needs to be completed to fulfill a requested item. For example, a request for new software or hardware.
Problem task - Defined in ServiceNow as tasks associated with a request to fix an issue. Core teams reviewing the root cause of an issue or solving a problem often rely on support from additional teams. Problem tasks are used to communicate and assign actions to these groups as part of the original problem request.
📝 Note
Your organization may define and use these task types differently. Refer to your internal documentation for recommendations about when to use each task type.
Mapping statuses
📝 Note
ServiceNow task status names are configurable and may not match the examples shown here.
You must map the ServiceNow task statuses for each task to the corresponding Hyperproof statuses as follows:
From the left menu, select Settings.
Select Integrations.
On the Integrations page, select ServiceNow.
Select the Settings link on the ServiceNow window.
On the Hyperproof <-> ServiceNow page, click the Configure settings link for the connection you want to configure.
📝 Note
You can have connections to multiple ServiceNow instances.
The ServiceNow settings window displays.
Select the checkbox next to the ticket type you want to enable. Optionally, select the Select all ticket types checkbox to enable all ticket types.
Click Next.
Map a ServiceNow status to the corresponding Hyperproof status by dragging the ServiceNow status to the Hyperproof status. Note that you can add more than one ServiceNow status to a Hyperproof status. Refer to the screenshots below for the recommended workflow.
Incident task
Catalog task
Problem task
Click Next.
If mapping more than one task type, repeat steps 8 and 9.
Click Add user mapping to map Hyperproof users to their ServiceNow profiles.
From the Hyperproof user drop-down menu, select a user. From the ServiceNow user drop-down menu, select the profile that matches the user you selected from the Hyperproof user drop-down menu.
Repeat step 11 as necessary.
Click Next.
Click Add group mapping to map Hyperproof groups to their ServiceNow profiles.
Repeat step 14 as necessary.
Click Save.
ServiceNow is now configured.
Status mapping tips
Tips for the ServiceNow to Hyperproof sync
📝 Note
ServiceNow task status names are configurable. The status names used in the examples below are based on the images in the Mapping statuses section and are only for illustration purposes.
If a ServiceNow user changes the status of a ServiceNow task from Open or New to Pending, Assess, or Work in Progress, the Hyperproof task status changes to In progress.
If a ServiceNow user changes the status of a ServiceNow task to one of the Completed statuses, the Hyperproof status changes to Submitted.
📝 Note
Tasks can only be closed in Hyperproof. Closing a task causes associated proof to be attached to the target object, such as a control, and must be approved in Hyperproof.
If a ServiceNow user changes the status of a task to a status from the same status grouping, the Hyperproof status stays the same. For example, if a ServiceNow task status is changed from Pending to Work in Progress, the Hyperproof task status remains set to In progress.
Hyperproof ServiceNow sync
If a Hyperproof user changes the status of a task from Submitted to Closed, or from Submitted to Canceled, the ServiceNow task status remains unchanged because the ServiceNow statuses are all in the Completed group based on the mapping.
If a Hyperproof user changes the status of a task from Submitted to In progress, or from Submitted to Not Started, the ServiceNow task status changes to the first ServiceNow status listed in the status map under In progress or Not Started.