Configure ServiceNow

Required User Role: Administrator

Before you create ServiceNow incidents within Tenable Vulnerability Management, you must configure your ServiceNow account.

Prerequisites

Before you create ServiceNow incidents via Tenable products, you must:

• Have a ServiceNow administrator user with the following roles:

  ServiceNow Permission	Custom Context	ServiceNow Documentation
  canvas_user	Primarily associated with accessing and viewing Configurable Workspaces and pages built with UI Builder. This role provides the necessary permissions to render and interact with the visual structure (the "canvas") of the ServiceNow user interfaces.	Document Intelligence Roles
  cmdb_inst_admin	Grants administrative rights specifically for configuring and managing CMDB data integration processes.	Exploring SGC Central
  connection_admin	A specialized administrative role focused on managing the security and configuration of external system connections.	Create a Connection Administrator

• Perform the steps to configure ServiceNow for use with the Tenable One Platform.

Configure the Integration

Before you create an initiative, you must first configure a connection between ServiceNow and Tenable Vulnerability Management.

To configure ServiceNow to support ServiceNow incident creation in Tenable Vulnerability Management:

1. In the left navigation, click Settings.

   The Settings page appears.

2. Click the ServiceNow tile.  

   

   The ServiceNow connector page appears.

3. Configure your ServiceNow credentials:



Option	Description
Integration Name	Choose your own ServiceNow integration name.
ServiceNow Instance URL	The unique web address for your organization's instance of ServiceNow, typically formatted as https://[your-company-name].service-now.com.
User Name	Your ServiceNow User ID.
Password	Your ServiceNow password associated with the User ID.

4. To test the connection, click Connect.  

   

   Once Tenable validates the integration connectivity, a Connection was Successful notification appears.

   

5. Configure the following default values for synchronizing ServiceNow Incident Priorities and Incident States:

   

   • Sync Incident Priorities

     1. Select one of the following:

        • Do Not Sync

        • Sync Using Custom Mapping — If you use a custom mapping, use the following guidelines:

          Finding Severity	ServiceNow Incident Impact	ServiceNow Incident Urgency	Resulting ServiceNow Priority	Customer Context
          Critical	High	High	P1 (Critical)	Immediate, business-impacting risk. Typically requires emergency patching or immediate action.
          High	High	Medium	P2 (High)	Confirmed vulnerability with high CVSS/VPR; requires aggressive patching as per SLA.
          Medium	Medium	Medium	P3 (Moderate)	Standard vulnerability management queue. Addresses moderate risk findings.
          Low	Low	Low	P4 (Low)	Non-critical finding, typically addressed during regular maintenance cycles.
          Info	Low	Low	P5 (Informational)	Excluded from most standard patching SLAs. For situational awareness or future planning.

   • Sync Incident State

     1. Select one of the following:

        • Do Not Sync

        • Sync Using Custom Mapping — If you use a custom mapping, use the following guidelines:

          Tenable Vulnerability Management Finding State	ServiceNow Incident State
          New, Active, Resurfaced	New, In Progress
          Fixed	Resolved, Closed

6. Click Save.