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Servicenow ITSM Communication


Main Dashboard > Select {Account} > Settings > Communication settings > Update communication settings > Configure 'ServiceNow ITSM'

Trend Micro Cloud One™ – Conformity integrates with ServiceNow ITSM. If you use ServiceNow ITSM in your business workflow, you can manually create tickets or configure triggers for automatic ticket creation for any relevant events in your account.

Set up a ServiceNow ITSM channel

  1. Click on Create an ServiceNow channel.

  2. Set automatic notifications
  3. Set manual notifications
  4. Input Channel Name to distinguish the channel from others of the same type

    The field is limited to 20 characters

  5. Configure Triggers

  6. Configure board now requires a three-step process

    1. Integrate with ServiceNow by entering the following details
      1. ServiceNow URL
      2. Username
      3. Passwor

    2. On successful integration, the Conformity dashboard will automatically load the meta-data from the User's ServiceNow account. You can then input Extra settings to customize your communication channel. We also provide the ability to configure Advanced settings such as Creation override and Resolution override.

    To send notifications to multiple users, you can assign a ServiceNow ticket to a group directly.

  7. Test settings to ensure correct configurations have been set up

  8. Copy communication settings

Is there a way to configure custom fields for ServiceNow on the ServiceNow communication channel? I want a few additional fields that are mandatory for my ServiceNow set up to be populated on ticket creation.

Yes, most custom fields can be included in the override fields under Advanced settings.

For example:

Creation override

    "impact": 1,
    "urgency": 1,
    "priority": 1

Resolution override

    "close_notes": "Problem/Incident has been marked as resolved by Conformity."

JSON example for override field of Service Now (SNOW) integration.

Creation Override:

    "impact": 1,
    "urgency": 1,
    "priority": 1

Resolution Override:

    "close_notes": "Problem/Incident has been marked as resolved by Conformity."

This will work with SNOW API here.

Example of JSON from Conformity

Conformity posts to Table API v1 (/api/now/v1/table/problem or /api/now/v1/tableincident).

Request body looks like this:


    "short_description": "",

    "description": "",

    "comments": "",

    "urgency": "",

    "impact": "",

    "priority": "",

    "assigned_to": "" 

    "caller": ""<== Only for incidents,


Depending on the version and configuration of your ServiceNow instance, extra fields may be available. You can refer to REST API Explorer from within ServiceNow to see which fields are available to include on request override.