1. What does the Egnyte for ServiceNow integration do?
It automatically creates ServiceNow incidents from issues detected in Egnyte Secure & Govern, enabling centralized tracking and resolution.
2. Does this integration work in real time?
No. The integration uses scheduled polling. Hourly execution is recommended for near-real-time visibility.
3. Who can configure the integration?
Only users with:
- Egnyte administrator access
- ServiceNow administrator access (or the assigned Egnyte ServiceNow role)
4. Can I control which issues create ServiceNow incidents?
Yes. You can configure:
- Severity thresholds
- Issue types
- Incident table (IT Service Management or Security)
5. Which ServiceNow tables are supported?
- Incident table for ITSM workflows
- Security Incident table for SOC workflows (requires plugin)
6. What happens if authentication fails?
Incident creation stops. Administrators must re-authenticate using the Configuration option in the Egnyte Secure and Govern app within Servicenow.
7. Where can I troubleshoot errors?
Use Application Logs within the Egnyte Secure & Govern app in ServiceNow to view errors, execution status, and polling activity.
8. Can I manually trigger incident creation?
Yes. Administrators can use Execute Now in the Egnyte Secure and Govern app within Servicenow to immediately pull issues based on the current configuration.
9. What ServiceNow release versions are supported?
ServiceNow currently supports:
- Washington DC
- Vancouver
- Xanadu
10. Will end users need access to Egnyte or ServiceNow?
No. End users typically interact only with ServiceNow incidents. Egnyte access is required only for administrators configuring the integration.