This article describes how to set up an integration between your Cyberpion platform and ServiceNow. Integrating Cyberpion and ServiceNow will allow you to automatically open ServiceNow tickets that are based on Action Items created in the Cyberpion platform.
Once you complete this guide, you’ll be able to provide us with the credentials we need to complete the integration.
Both UserID/Password and Refresh Token based authentication are supported.
You can set a threshold for the action items you would like to receive based on Cyberpion urgency scale (1-10 scale)
Known Issues and Limitations:
When an Action Item is closed in the Cyberpion platform, this will not automatically close the equivalent incident or change any of the incident fields in ServiceNow.
When an incident is resolved in ServiceNow, it will not affect the equivalent Action Item in Cyberpion platform. Action Items are closed only when Cyberpion’s system no longer detects them.
Cyberpion can only send to ServiceNow up to 1,000 action items per hour. Thus, initially, after an integration is set up, it might take a few hours to see all the open action items as tickets in ServiceNow.
You’ll need to insert the following information to Cyberpion’s portal in order to complete the integration.
Your ServiceNow Instance’s URL;
OAuth Client ID;
OAuth Client Secret;
Use one of the following options:
Creating OAuth Client:
Navigate to System OAuth> Application Registry
Click New to create an OAuth endpoint.
Create an OAuth API endpoint for external clients.
Name the new OAuth client ‘Cyberpion’. Leave all the other fields blank and press ‘Submit’.
Copy and recordthe Client ID on thisscreen (you’llneed to enter it later to the Cyberpion portal) and click‘Cyberpion’ OAuth Client.
Now, press the lock button on Client Secret and copy the value (you’ll need to enter it later to the Cyberpion portal).
Creating New Inbound Web Service:
Navigate to System Web Services > Inbound > Create New
Create a new inbound web servicelabeled ‘cyberpion_action_item’ with Target Table – ‘Incident’. In it, create all the Web Service Fields with the labels depicted on the screenshot below. And then, at the top right, click ‘Create’.
Press ‘Submit’ in the following screen.
A new screen will be displayed, please ignore it and move on.
The fields ‘name’ and ‘body’ that we created in the new inbound web service should be of greater length than the default length of 40 characters.
Navigate to System Definition > Tables (press ‘Tables’)
There, search the table created for our inbound web servicelabeled ‘cyberpion_action_item’ and click on it.
In the ‘cyberpion_action_item’ table definitions, search both for ‘name’ and for ‘body’ column labels. For each, double-click the max-length field and set the value to 4000. Afterwards, press ‘Update’.
If everything worked well so far, please move to the next section: Creating a Transform Map. Otherwise, in case of any issue with the web service, it is best to delete the web service and re-create it.
To delete a web service, navigate to web service and click the desired one.
Click ‘Delete Web Service’ then return to step 2 above: “Create a new inbound web service”.
Creating a Transform Map:
Navigate to ‘cyberpion_action_item’.
In the edit screen, scroll down to the Web Service Transform Maps, where you will find a table named ’cyberpion_action_item’. Please click on it.
Add a new mapping by clicking ’New’ in Field maps section.
In the following screen, map the ‘name’ field in the source table to ‘Shortdescription’ field in target table and click ‘Submit’.
In the same way that we created this mapping, we now need to create four more similar mappings, according to step #3.1, which are:
Source field => Target field
body => Description
category => Category
impact => Impact
urgency => Urgency
opening_date => Opened
After we’re done entering the above-mentioned mappings, your transform map should look like this.
Authorizing Cyberpion User to Use the Recently Generated API:
Navigate to ‘Roles’.
Create a new role.
Name it ‘cyberpion_integration’ and click ‘Submit’.
Creating a Group of Users for the Integration:
Navigate to User Administration > Groups.
Create a new group.
Call the group ‘cyberpion_group’ and add the description: ‘Users for cyberpion integration server.’ and click ‘Submit’.
Navigate to that newly created group.
Click on ‘Edit’ to add necessary roles.
In the following screen search for these roles:
‘cyberpion_integration’ – our integration role;
‘import_transformer’ – an import role, which certifies user to use the import set we created in our web service;
For each role, click ‘>’ to move it to the box on the right or just double-click it.
When it’s done, click ‘Save’.
Adding a New User:
Navigate to System Security -> Users and Groups -> Users and click ‘New’.
Fill in theirname, user ID and password.We recommend that youcheck the ‘web services only’ box (Record these credentials. You’ll need to enter them later to the Cyberpion portal.)
Adding a User to a Group:
Navigate to System Security > Users and Groups > Groups.
Search our group and click it.
Go to ’Group Members’.
Search user’s name Under ‘Collection’, choose it, add it to the box on the right using the ‘>’ button and press ‘Save’.
Notice that our new role was given to the user and press ‘Update’.
Creating a New ACL:
First, you need to elevate your role.
Mark the security admin and click ‘OK’.
Navigate to ACL.
Click ‘New’. Create twopolicies. These arerequiredfor enablingthe new web service named –‘cyberpion_action_item’.
Create record policy. Under name, search for ‘cyberpion_action_item’, add a description and then double-click the role field and search for ‘cyberpion_integration’.
Finally, click ‘Submit’ and then ‘Continue’.
Write record policy. Same as the above policy.Repeat step 8 for this policy. ‘Submit’ and ‘Continue’ to finish.
That’s It! Your ServiceNow instance is ready for integration with Cyberpion.
All you need to do is provide us with the credentials for the web service you now created.
Collecting the Information Needed on the Cyberpion Portal:
To complete the integration, You’ll need to insert the following information to Cyberpion’s portal.
Your ServiceNow instance URL; Your ServiceNow instance URL is https://<your instance>.service-now.com (see screenshot below)
OAuth Client ID;
OAuth Client Secret;
Select one of the following options:
To get this token, you’ll have to make an HTTP request to your instance.
We’ll show you how to do it using Postman, but you can use any other tool to send the request. Here’s the request properties:
Use a POST request.
URL: take the Instance’s URL from the above bullet (see the above image) and add “/oauth_token.do”. For example: https://dev111452.servicenow.com/oauth_token.do.
Body (If you’re using Postman, check the ‘x-www-form-urlencoded’ option):