Connect ServiceNow to Oleria to create incident tickets directly from risks and posture findings. This page covers the manual setup path - configuring ServiceNow step by step before connecting it in the Oleria workspace. If you prefer an automated setup, use the standard ServiceNow integration page. Follow the prerequisites and the steps below.Documentation Index
Fetch the complete documentation index at: https://docs.oleria.com/llms.txt
Use this file to discover all available pages before exploring further.
ServiceNow tickets will be created as an incident ticket and the ticket will be assigned to the configured assignment group.
Prerequisites
- User account to perform the setup steps in ServiceNow. The account needs to be able to do the following actions. See relevant ServiceNow documentation to learn more about necessary access needed to perform these actions.
- Add a x509 Certificate
- Add an Application Registry
- Add a User
- View a Group
- Oleria public key
- Administrator access to Oleria to access the Ticketing System page. Learn about role permissions.
Download the Oleria Public Certificate
Configure ServiceNow
While following the steps in ServiceNow, collect the following data to use during the Oleria configuration:- Client ID
- Kid (Key ID or Key IDentifier)
- Claim Value (Oleria service account email address)
- sys_id (assignment group sys_id)
Upload Oleria's Public Certificate
- Log into your ServiceNow instance with administrator credentials.
- From the All menu, navigate to x509 Certificate under Multi-Provider SSO → Administration.
- Create a new x509 certificate - select New from the upper right-hand corner of the x.509 Certificates page.
- From the New record page, enter the following information:
| Field | Value | Example |
|---|---|---|
| Name | Name for the Oleria’s public key | Oleria ServiceNow Incident Creation X.509 Certificate - tenantName |
| Format | PEM | PEM |
| Expiration Notification | Uncheck | Uncheck |
| Type | Trust Store Cert | Trust Store Cert |
| Active | Check | Check |
| Short Description | Description that mentions the Oleria tenant | servicenow_ticketing.tenantName.oleria.io |
- For PEM Certificate, copy and paste Oleria’s public certificate.
- Select Submit.
Create an OAuth JWT Application
- From the All menu, navigate to Application Registry under System OAuth.
- From Application Registries, select New from the upper right-hand corner.
- From What kind of OAuth application?, select Create an OAuth JWT API endpoint for external clients.
- From OAuth JWT - New Record, reveal the Public Client hidden field in the form layout:
- Select the three horizontal lines icon next to New Section New Record in the upper-left corner.
- Select Configure → Form Layout.
- From Configuring OAuth JWT form, under the Available column, find and select the Public Client field, then select the arrow pointing right to move it to the Selected column.
If you cannot find “Public Client” under “Available”, check “Selected” instead. If “Public Client” is already in “Selected”, proceed to the next step.
- Select Save in the upper right-hand corner.
- From OAuth JWT - New Record, enter the following information:
| Field | Value | Example |
|---|---|---|
| Name | Name that indicates Oleria will create incidents, including the Oleria tenant name | Oleria ServiceNow Incident Creation JWT OAuth - tenantName |
| Active | Check | Check |
| Public Client | Check | Check |
- Leave the remaining fields with their default values (including leaving Client Secret blank).
- COPY the Client ID value to use later during Oleria integration.
- Add useraccount to the Auth Scope for the JWT application:
- From the Auth Scope section, double-click Insert a new row…
- In the textbox, search for useraccount, select a result from the dropdown, and select the green check icon.
- Select Submit.
Map Oleria's public key to the OAuth JWT Application
- From Application Registries, find and view the OAuth JWT application you created (e.g., Oleria ServiceNow Incident Creation JWT OAuth - tenantName).
- To navigate there: from the All menu, go to Application Registry under System OAuth.
- From the OAuth JWT Application page, scroll to the bottom to the Jwt Verifier Maps tab.
- Add a Jwt Verifier Map - select New from the Jwt Verifier Map tab.
- From Jwt Verifier Map - New Record, enter the following information:
| Field | Value | Example |
|---|---|---|
| Name | Name that indicates Oleria’s public key including the Oleria tenant name | Oleria JWT Verifier Map - tenantName |
| Sys certificate | Name you created for Oleria’s public certificate | Oleria ServiceNow Incident Creation X.509 Certificate - tenantName |
- COPY the Kid (Key ID or Key IDentifier) value to use later during Oleria integration.
- Select Submit.
Limit access to the Oleria service account
- From the OAuth JWT Application page, scroll to the bottom to the OAuth JWT Claim Validations tab.
- Select New.
- From OAuth JWT Claim Validation - New Record, enter the following information:
| Field | Value | Example |
|---|---|---|
| Claim Value Type | string | string |
| Claim Name | sub | sub |
| Claim Value | email address of the Oleria service account | oleriaticketing@oleria.com |
- COPY the Claim Value (Oleria service account email address) to use later during Oleria integration.
- Select Submit.
Find or create a role with write access to the Incidents table
- From the All menu, navigate to Roles under System Security → Users and Groups.
- Search for a role named sn_incident_write. If found, continue to the next step. If not found, create a new role.
Create a service account
- From the All menu, navigate to Users under User Administration.
- Select New from the upper right-hand corner.
- From User - New Record, enter the following information:
| Field | Value | Example |
|---|---|---|
| User ID | name for the Oleria service account including tenant name | Oleria Integrator - tenantName |
| Oleria service account’s email | oleriaticketing@oleria.com | |
| First Name | Oleria service account’s first name | Oleria |
| Last Name | Oleria service account’s last name | Ticketing |
| Password needs reset | Uncheck | Uncheck |
| Locked out | Uncheck | Uncheck |
| Active | Check | Check |
| Web service access only | Uncheck | Uncheck |
- Select Submit.
Associate the role to the service account
- From the All menu, navigate to Users under User Administration.
- Find the Oleria service account (e.g., “Oleria Integrator - tenantName”) and select its name.
- From the User page, scroll to the bottom and select the Roles tab.
- Select Edit….
- From Edit Members, search for sn_incident_write in the Collection column, select the role, and select the Add icon to add it to the selection list.
- Select Save.
Find the Assignment Group sys_id
- From the All menu, navigate to Groups under System Security → Users and Groups.
- Find the group you want to assign incidents to (e.g., RiskRemediators) and view it. Create a new group if needed.
- From the Group page, select the three horizontal lines icon in the upper left-hand corner, then select Copy sys_id.
- COPY the sys_id (assignment group sys_id) to use later during Oleria integration.
Connect ServiceNow to Oleria
Navigate to the Ticketing system page
There are 2 ways to reach the ticketing system page:
- From the Risk Monitoring page, select any risk and you will be prompted to integrate a ticketing system.
- From the Avatar in the upper right-hand corner, select the Avatar and then select Ticketing system.
Review the prerequisites
From the Ticketing system page, confirm you have completed the prerequisite steps in ServiceNow above.
Provide authentication details
From the Ticketing System Authentication page, provide the following and select Connect:
| Field | Value | Example |
|---|---|---|
| Instance name | Instance name portion of the ServiceNow URL | instanceName |
| Client ID | Client ID for the Oleria OAuth JWT application in ServiceNow | abc12345d6789d0123f456g78hi9jk012 |
| Key ID | Key ID that maps the Oleria OAuth JWT application to the Oleria public key | a1234567b901c2345d6e7890fgh12ij3 |
| Service Account email | Email for the Oleria service account used to create tickets | oleriaticketing@oleria.com |
Configure the ticket assignment group
From the Ticketing System Configuration page, provide the following and select Done:
| Field | Value | Example |
|---|---|---|
| Assignment Group ID | sys_id for the group that will be assigned to the created tickets | a1bcdef2345g67890hi12j345klm67n8 |
Created ticket
A ticket created for a risk from Risk Monitoring will contain the following default field values:| Field | Default Value | Note |
|---|---|---|
| Caller | Oleria Ticketing | This is the name of the service account that is used by Oleria to generate tickets in ServiceNow. |
| Assignment group | [provided during configuration] | This is the assignment group provided during the ServiceNow ticketing system integration. |
| Short description | ”Risk was identified by Oleria: ” + [value] | This contains a standard prefix for all tickets created from a risk and it will contain the risk name that appeared in Oleria for the risk the ticket was created for. |
| Description | Risk: [value] Potential Impact: [value] Recommendation: [value] Details: Risk Severity: [value] Risk Type: [value] Application: [value] Application Instance: [value] View risks in Oleria: [URL] | This contains the details about the risk from where the ticket was created. It also contains the link to the risk. |