Egnyte for ServiceNow – Egnyte

Egnyte provides its users the ability to enhance their ServiceNow workflows by automating incident creation from Egnyte Secure & Govern. This integration simplifies the process by fetching identified incidents in Egnyte and creating corresponding records in ServiceNow. These incidents can then be assigned to teams such as ITSM or security groups for resolution.

The integration offers configurable options to specify Severity and Issue Type, ensuring precise incident tracking and prioritization in ServiceNow. Leveraging Role-Based Access Control, only ServiceNow administrators can manage settings and access application logs, ensuring secure and streamlined operations.

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Key Features

Compatibility

Prerequisites

Installation

Configuration Steps

Application Logs

Additional Information and Resources

Key Features

Automatic Incident Creation: Incidents from Secure and Govern are created automatically in ServiceNow based on the frequency that the user chooses within the polling configuration.
Access to Logs: View logs in the Egnyte app to easily troubleshoot or fix any issues that come up.
Severity-Based Incidents: Decide what severity level incidents need to have before they are created in ServiceNow.
Choose the Right Issue Type: Pick the type of issue (like a bug or security concern) for each incident created in ServiceNow.

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Compatibility

Egnyte for ServiceNow integration is currently compatible for the following versions:

Washington DC
Vancouver
Xanadu

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Prerequisites

ServiceNow Instance: A valid ServiceNow instance is required.
Security Incident Response Plugin: For creating incidents in the Security Incident table, the Security Incident Response plugin must be enabled in ServiceNow. For more information, click here

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Installation

Locate the Egnyte Secure & Govern in the ServiceNow Store and click Get to initiate the installation request.
Once the Application is installed, follow the configuration steps given below.

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Configuration Steps

Before configuring the application, the user must be an administrator on Egnyte and ServiceNow side or assign themselves the Egnyte role x_snc_egnyte_prote.egnyte_user within ServiceNow. For more information, click here.

Log in to the ServiceNow App and search for Application Registry under System OAuth.
Select the appropriate OAuth Provider: Tick the checkbox to select either Egnyte Secure & Govern EU or Egnyte Secure & Govern US based on the region, and then click on the option selected.
Enter the Client ID and Client Secret of Secure and Govern obtained from the Egnyte Developer Portal. For more information, click here.

In the Egnyte Developer Portal, the Registered OAuth Redirect URI will either be empty or follow this format:
service-now-instance-link/oauth_redirect.do (for example, https://{{yourservicenow instance}}/oauth_redirect.do).
Click Update to save the information.
Search for Egnyte in ServiceNow and click on Configuration.
Click New at the top-right corner of the screen to configure an Egnyte Secure & Govern Account.

Fill in the required details and click Submit.
Egnyte for ServiceNow 9.png
Configuration Details

Name	Usage
Name	A logical name for the configuration.
Endpoint	US and EU Endpoints based on the chosen region.

Incident Details

Name	Usage
Issues Table	Choose Incident for ITSM or Security for the SOC module in ServiceNow.
Issue Status	Fetch the issues based on current status in Egnyte, like Active, Resolved etc.
Issue Type	Select the appropriate issue type.
Severity	Choose the appropriate severity.
Run	Select the desired mode of execution. Hourly is recommended for optimal performance.
Modified After Date	The start time for fetching the issues from Egnyte.
Custom Mapping	Using custom mapping, users can control how severity levels are handled in ServiceNow. For example, an Egnyte severity level of 7–9 can be mapped to Priority 1 (P1), P2, or P3 when the corresponding incident is created in ServiceNow.

This completes the setup for integrating Egnyte Secure & Govern with ServiceNow.

After configuring the Egnyte Secure & Govern app details, click on Authenticate.
The user will be redirected to another tab; enter the Egnyte account email and click Continue and enter the account password. Note that the user account needs to be an S&G administrator account (Preferrably a service account).
Click Execute Now to pull the issues based on configuration.
Search for Incidents and click on All to view the incident dashboard.

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Application Logs

To check and monitor activities related to the Egnyte Secure & Govern app in ServiceNow, follow these steps:

Search for the Egnyte App: Click All in the left-hand top panel of ServiceNow. Type Egnyte Secure & Govern in the search bar to find the app. Click on the Application Logs option under its menu.
Access Application Logs: The Application Logs section provides detailed logs of the polling activities (schedule jobs), including timestamps, status, and any potential errors encountered.

Use the information below to read the logs.
Log Type and Details:
- INFO: These contain the basic operation details like data sync started.
- DEBUG: Debug logs provide details about configuration changes. Whenever a configuration is modified, a debug log is generated.
- ERROR: The Error logs are triggered when the authentication fails, for example:
This streamlined process ensures efficient debugging and helps maintain seamless integration between Egnyte Secure & Govern and ServiceNow.