ServiceNow for Secret Server Verification

To ensure that Secret Server is able to access ServiceNow successfully, you need to follow these steps after configuring the ticket system:

  1. Select the Test Validation button. This will open a window where you can enter a ticket number from ServiceNow.

  2. Once you enter the ticket number, the validation process will begin. If everything goes smoothly, the process will be successful. However, if there are any errors, an error code will be displayed.

Validating Ticket Number in Secret Server

To verify if the ticket number was validated successfully in #{SecretServer}#:

  1. Sign into #{SecretServer}#.

  2. The All Secrets page opens.

  3. Navigate to Admin > Configuration.

  4. The Configuration page opens.

  5. Go to the Ticket System tab.

  6. Select New Ticket System. The TICKET SYSTEM SETTINGS page appears.

  7. In the TICKET SYSTEM SETTINGS area, fill in the required information.

    1. Ticket System Name: Type the name for the ticket system.
    2. Description: Type the details about the ticket system.
    3. Active: Select the check box if the ticket system is active.
    4. Ticket Number Label: Type the label for the ticket number.
    5. Ticket Number/Reason Options: Select the appropriate value from the list.
    6. Is this Ticket System publicly available: Select Yes option if the ticket system is publicly available.

  8. In the TICKET SYSTEM INTEGRATION area, fill in the required information.

    1. Ticket System Type: Select ServiceNow Incident Management from the list.
    2. View Ticket URL Template: The ticket URL template is in the format: https://.service-now.com/nav_to.do?uri=incident.do?sysparm_query=number=$TICKETID. For example: https://dev65448.service-now.com/nav_to.do?uri=incident.do?sysparm_query=number=.
    3. Ticket Number Format Pattern (Regex): There is a specific pattern based on the Regex for each ticket number. Before calling the ServiceNow web service, the #{SecretServer}# validates the number that matches the pattern. The samples expression to validate the ticket numbers are: Incident Management - ^INC[\d]{7}$ and Change Management - ^CHG[\d]{7}$.
    4. Ticket Number Validation Error Message: Type the error message that is to be displayed for a validation error.
    5. Domain Name: Type the name of your instance in a format - .service-now.com. For example: https://dev65448.service-now.com/.
    6. System Credentials: Click to select a secret. This secret will be associated with the ticket number.
    7. Add Comments to Ticket: Select to add a comment to the ticket system.

  9. Select Save. The Ticket System tab opens with details of the ticket created.

  10. Select the latest ticket you created. The Ticket System Settings page with the details opens.

  11. Go to Test Validation. The Test Ticket System Validation dialog box opens.

  12. In the Sample Ticket Number text box, type the sample ticket number.

    Ticket number is the incident number which is created in ServiceNow instance.

  13. Select OK. If the validation is successful, the following success message is displayed: Ticket Number was validated successfully, which means that ServiceNow is now integrated with Secret Server.