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Workflow Automation

Managing Workflow Automation Integration with ServiceNow

Workflow Automation can integrate with ServiceNow, a sanctioned Software as a Service (SaaS) application for Zscaler. During the remediation process for a data protection incident in Workflow Automation, admins can create and assign a ServiceNow ticket to an incident on the Incident Details page. When the ticket action is initiated on the Incident Details page for an incident, the admin selects the user to assign to the ticket in ServiceNow. The user they select must exist in the ServiceNow application and must have already been added on the Integration Users page in Workflow Automation. To learn more, see Managing Integration Users and Viewing & Managing Incident Details.

When configuring the ServiceNow integration in Workflow Automation, you can select whether you want to sync the ticket status between ServiceNow and Workflow Automation. If you choose to sync the ticket status, you can also select whether to close the incident in Workflow Automation when the ticket is closed in ServiceNow. If you enable this option, after Workflow Automation receives the Closed status through the sync process, it automatically closes the incident.

The workflow functionality in Workflow Automation also has an Auto Create Tickets template that you can use to create tickets in ServiceNow. To learn more, see Managing Workflow Templates.

Integrating Workflow Automation with ServiceNow

Before you can integrate Workflow Automation with ServiceNow, you must:

  • Configure the Data Loss Prevention (DLP) application integration for your organization using Amazon Web Services or Azure. Ensure that you add a DLP application integration in Workflow Automation during this process. To learn more, see Configuring the DLP Application Integration Using Amazon Web Services and Configuring the DLP Application Integration Using Azure.
  • Obtain and configure the ServiceNow application for your organization.
    • Ensure that you define the different users for your organization who can use the ServiceNow application.
    • Ensure that you have admin credentials for the ServiceNow application. These credentials are required to integrate Workflow Automation with ServiceNow.

To learn more, refer to the ServiceNow documentation.

To integrate Workflow Automation with ServiceNow:

  1. In the ZIA Admin Portal, go to Administration > SaaS Application Tenants.
  2. Click Add SaaS Application Tenant. The Add SaaS Application Tenant page appears.
  3. On the Add SaaS Application Tenant page, configure and add the ServiceNow application as a SaaS application tenant using the ServiceNow admin credentials. When adding the tenant, ensure that you select the Workflow Automation checkbox in the Onboard SaaS Application for section. This process authorizes the ServiceNow application with Zscaler Internet Access (ZIA) and integrates the ServiceNow application with Workflow Automation. On the Integrations dashboard in Workflow Automation, the ServiceNow application appears as a tile in the Connected Apps section. To learn more, see Adding SaaS Application Tenants.

Managing ServiceNow Integrations in Workflow Automation

On the Integrations dashboard in the Workflow Automation Admin Portal, admins can:

  • To configure a ServiceNow integration in Workflow Automation:

    1. Go to Setup > Integrations. The Integrations dashboard appears, displaying a ServiceNow application tile in the Connected Apps section. The Tile View icon is selected by default.

    1. Perform one of the following steps:
      • In the tile view, in the Connected Apps section, click anywhere on the ServiceNow tile.
      • In the list view, in the Connected Apps section, click View Details next to the ServiceNow integration.

    The ServiceNow Integration details page appears. In the Connected Accounts section, all the ServiceNow integrations appear along with their statuses (Enabled and Disabled). To display the deleted application integrations, click Show Deleted Accounts at the top right of the Connected Accounts section.

    Viewing the ServiceNow Integration details page with an enabled ServiceNow integration in the Workflow Automation Admin Portal

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    1. On the ServiceNow Integration details page, click the Edit icon next to the connected account you want to configure. The ServiceNow Integration editing page appears.
    2. On the ServiceNow Integration editing page:
      1. (Optional) Sync ticket status: Select this checkbox if you want to sync the ticket status between ServiceNow and Workflow Automation. The sync process runs daily. When the ticket is closed in ServiceNow, only the Closed status for a ticket appears on the Incident Details page in Workflow Automation. None of the other ServiceNow ticket statuses appear on the Incident Details page. After you select this checkbox, the Close incident when ticket is closed checkbox appears on the page.
      2. (Optional) Close incident when ticket is closed: Select this checkbox if you want Workflow Automation to automatically close the incident in Workflow Automation when the ticket is closed in ServiceNow.

    Configuring the ServiceNow Integration on the ServiceNow Integration editing page in the Workflow Automation Admin Portal

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    1. Click Save Changes.
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  • To edit a ServiceNow integration in Workflow Automation:

    1. Go to Setup > Integrations. The Integrations dashboard appears, displaying a ServiceNow application tile in the Connected Apps section. The Tile View icon is selected by default.
    2. Perform one of the following steps:
      • In the tile view, in the Connected Apps section, click anywhere on the ServiceNow tile.
      • In the list view, in the Connected Apps section, click View Details next to the ServiceNow integration.

    The ServiceNow Integration details page appears. In the Connected Accounts section, all the ServiceNow integrations appear, along with the status of each integration (Enabled and Disabled), the date each integration was last modified, and the name of the individual who performed the modification. To display the deleted application integrations, click Show Deleted Accounts at the top right of the Connected Accounts section.

    Viewing all the ServiceNow integrations on the ServiceNow Integration details page in the Workflow Automation Admin Portal

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    1. On the ServiceNow Integration details page, click the Edit icon next to the connected account you want to edit. The ServiceNow Integration editing page appears.
    2. On the ServiceNow Integration editing page, edit any of the fields that are displayed.
    3. Click Save Changes.
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  • To disable or enable a ServiceNow integration in Workflow Automation:

    1. Go to Setup > Integrations. The Integrations dashboard appears, displaying a ServiceNow application tile in the Connected Apps section. The Tile View icon is selected by default.
    2. Perform one of the following steps:
      • In the tile view, in the Connected Apps section, click anywhere on the ServiceNow tile.
      • In the list view, in the Connected Apps section, click View Details next to the ServiceNow integration.

    The ServiceNow Integration details page appears. In the Connected Accounts section, all the ServiceNow integrations appear, along with their statuses (Enabled and Disabled), the date each integration was last modified, and the name of the individual who performed the modification.

    Viewing the ServiceNow Integration details page after editing a ServiceNow integration

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    1. On the ServiceNow Integration details page, click the Edit icon next to a connected account with an Enabled status that you want to disable or an account with a Disabled status that you want to enable. The ServiceNow Integration editing page appears.
    2. On the ServiceNow Integration editing page, click Disable Integration or Enable Integration. The status of the integration changes to Disabled or Enabled. You cannot enable or disable ServiceNow integrations that have been deleted.
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  • To view ServiceNow integrations in Workflow Automation:

    1. Go to Setup > Integrations. The Integrations dashboard appears.
    2. On the Integrations dashboard:
    • Filter the integrations that are displayed on the dashboard. Select All to display all the integrations or select Connected to display only those integrations that are connected. By default, all integrations display.

    • Change the layout of the dashboard. Select the Tile View icon to view the integrations in a tile format or select the List View icon to view the integrations in a list format. By default, the dashboard displays in the tile view.

    1. View the list of all ServiceNow integrations that have been added to your organization.

    In the tile view, in the Connected Apps section, you can view the following information:

    1. App: The application that is associated with the integration—for example, ServiceNow.
    2. Account Details: The integration name for each account associated with the integration.
    3. Status: The status of the accounts for the integration. An oval at the top of the tile lists the number of accounts that are connected and the status of Connected. This number does not include accounts with a Deleted status.

    In the list view, in the Connected Apps section, you can view the following information:

    • App Integration: The application that is associated with the integration.
    • Account Details: The integration name for each account associated with the integration.
    • Status: The status of the accounts for the integration. An oval in this field lists the number of accounts that are connected and the status of Connected. This number does not include accounts with a Deleted status.
    • Account Connected: The number of accounts that are connected.

    1. View additional details for the ServiceNow integrations by performing one of the following steps:
    • In the tile view, in the Connected Apps section, click anywhere in the DLP tile.
    • In the list view, in the Connected Apps section, click View Details next to the DLP application integration.

    The ServiceNow Integration details page appears, displaying a Configuration Steps tab and a Configuration tab. The Configuration Steps tab provides a link to the instructions on how to manage the Workflow Automation integration with ServiceNow. On the Configuration tab, you can view the list of ServiceNow integration accounts along with the status of each account, the date when each account was last modified, and the individual who performed the modification. To display the deleted application integrations, click Show Deleted Accounts at the top right of the Connected Accounts section.

    1. On the Configuration tab, click the Edit icon next to a ServiceNow integration account to view the specific details for that integration.
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