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Connect ServiceNow to Anzenna

Integrate Anzenna with ServiceNow to create automated tickets for security issues, track incident management, and streamline security operations.

Prerequisites​

  • ServiceNow administrator access
  • Anzenna account

  • ServiceNow instance (not Personal Developer Instance)

  • OAuth application creation permissions

Overview​

The integration enables:

  • Automated ticket creation from security events

  • Incident tracking and management
  • Service catalog integration
  • Security issue workflow automation
  • ITSM and security operations alignment

Step-by-Step Instructions​

Part 1: Initial Setup in Anzenna​

  1. Sign into Anzenna at

    app.anzenna.ai

  2. Navigate to Settings > Integrations

  3. Select Connect Apps

  4. Click Connect to ServiceNow

Part 2: Create OAuth Application in ServiceNow​

  1. Log into your ServiceNow instance as administrator

  2. Navigate to System OAuth > Application Registry

  3. Click New to create a new OAuth API endpoint

  4. Select Create an OAuth API endpoint for external clients

Part 3: Configure OAuth Application​

  1. Enter application details:

    • Name:Anzenna

    • Client ID: (auto-generated, note this value)

  2. Set Access Token Lifespan to: 

    259200000

Token Lifespan

This sets expiry to approximately 3000 days (~8 years), avoiding repeated credential requests and maintenance overhead.

  1. Under Redirect URL, leave default or enter Anzenna's callback URL if provided

  2. Click Submit to create the application

Part 4: Retrieve OAuth Credentials​

  1. After creation, locate your new OAuth application

  2. Copy the Client ID

  3. Copy the Client Secret (click to reveal if hidden)

Save Credentials

Store both Client ID and Secret securely. You'll need them for authentication.

Part 5: Generate Access Token​

  1. Open a terminal or command prompt

  2. Execute the following curl command (replace placeholders with your values):

curl --request POST \ --url
'https://<instance_name>.service-now.com/oauth_token.do' \ --header
'Content-Type: application/x-www-form-urlencoded' \ --data
'grant_type=password' \ --data 'client_id=YOUR_CLIENT_ID' \ --data
'client_secret=YOUR_CLIENT_SECRET' \ --data
'username=YOUR_SERVICENOW_USERNAME' \ --data
'password=YOUR_SERVICENOW_PASSWORD'

  1. Copy the access_token from the JSON response

Response format:

{
"access_token": "YOUR_ACCESS_TOKEN_HERE",
"refresh_token": "...",
"scope": "...",
"token_type": "Bearer",
"expires_in": 259200000
}

Part 6: Complete Connection in Anzenna​

  1. Return to Anzenna connection interface

  2. Enter your ServiceNow instance base URL:

    https://<instance_name>.service-now.com/
Instance URL Format

Include the trailing slash. Format: https://your-instance.service-now.com/

  1. Paste the access token in the designated field

  2. Click Save credentials

Part 7: Configure Service Catalogs​

  1. Choose service catalogs to sync with Anzenna — select catalogs relevant to security operations

  2. Select catalog items to include — focus on security-related items and incident types

  3. Click Save or Finalize configuration

  4. Verify integration shows as Connected

Verification​

  1. Check integration status shows Connected

  2. Test ticket creation from Anzenna
  3. Verify tickets appear in ServiceNow
  4. Check bidirectional sync is working
  5. Review catalog item sync

What Data is Collected​

Incident Data​

  • Incident numbers and IDs
  • Status and priority
  • Assignment information
  • Resolution notes
  • Timeline of changes

Service Catalog​

  • Available service items
  • Catalog categories
  • Request templates
  • Approval workflows

User Information​

  • User assignments
  • Group memberships
  • Role information
  • Contact details

Configuration Items (CIs)​

  • Asset relationships
  • Configuration data
  • Service dependencies

Integration Capabilities​

Automated Ticket Creation​

Anzenna can automatically create ServiceNow tickets for:

  • Security policy violations
  • Data exfiltration attempts
  • Suspicious user activity
  • Compliance violations
  • Threat detections

Ticket Updates​

Bidirectional sync supports:

  • Status updates
  • Assignment changes
  • Priority modifications
  • Resolution notes
  • Comment additions

Workflow Automation​

  • Route security incidents to appropriate teams

  • Escalate based on severity
  • Track investigation progress
  • Document remediation steps

Troubleshooting​

OAuth Token Generation Fails​

  • Verify Client ID and Secret are correct
  • Check username and password are accurate
  • Ensure user has OAuth access permissions
  • Confirm instance URL is correct
  • Review ServiceNow OAuth settings

Connection Fails in Anzenna​

  • Verify access token was copied completely

  • Check instance URL format (include trailing slash)

  • Ensure token hasn't expired (check lifespan)

  • Confirm network connectivity to ServiceNow
  • Review ServiceNow security policies

No Tickets Creating​

  • Verify OAuth application has necessary scopes

  • Check user permissions for incident creation

  • Ensure catalog items are properly configured

  • Review ServiceNow audit logs
  • Test manual ticket creation in ServiceNow

Token Expires​

  • Regenerate token using curl command
  • Update in Anzenna immediately
  • Consider longer token lifespan
  • Set calendar reminder before expiration

Security Considerations​

  • OAuth 2.0 - Secure password grant flow

  • Long-lived tokens - Reduce maintenance overhead

  • Scoped access - Limited to necessary operations

  • Audit logging - All API calls logged in ServiceNow

  • Credential rotation - Plan for token refresh

Best Practices​

  1. Use service account — Dedicated account for integration

  2. Long token lifespan — Set to maximum allowed

  3. Document credentials — Store securely with access instructions

  4. Test thoroughly — Verify ticket creation before production

  5. Monitor initially — Watch for errors in first week

  6. Define workflows — Clear processes for security incidents

  7. Regular audits — Review integration quarterly

Integration Maintenance​

Regular Checks​

Perform monthly:

  • Verify connection active
  • Test ticket creation
  • Review sync accuracy
  • Check token expiration

Token Renewal​

  1. Generate new access token
  2. Update in Anzenna
  3. Test connection
  4. Verify ticket creation works

ServiceNow Updates​

  • Test OAuth connectivity after upgrades
  • Verify API compatibility
  • Check for new features
  • Update documentation

OAuth Scopes Required​

The integration needs:

  • useraccount — User authentication

  • incident.read — Read incidents

  • incident.write — Create/update incidents

  • catalog.read — Read service catalogs

Scopes are typically granted automatically with OAuth app creation.

ServiceNow Instance Requirements​

  • Production or non-PDI instance — Personal Developer Instances not supported

  • OAuth enabled — OAuth must be activated

  • API access — REST API must be accessible

  • User permissions — Admin or appropriate roles

Need help? Contact

Anzenna Support

for assistance.