BeyondTrust Endpoint Privilege Management (EPM) and ServiceNow Incident intergration
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10-31-2023 01:43 PM
Looking for advice and assistance in populating data into incidents created by the BT and SN integration.
We have successfully completed the BT and SN integration in that the tests are successfully and an incident (what we selected) is created in SN when setup in the BT policy to create the 'message' incident in our case. But when the incident is created the caller is the api integration user and not the actual end user, the incident does have the correct device assigned. The end user data is captured from within the data that can be seen in the details of the incident. BT is stating that if you want the caller to be the end user it can be done but needs to be done on the SN side as the integration is working as designed. Anyone else doing this or have suggestions on where to start the change the caller besides changing it manually after the incident has been created?
Thanks in advance
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11-28-2023 01:04 PM
We are having the same issue and preventing us from going live with BeyondTrust.
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11-28-2023 01:13 PM
This is the exact challenge we are facing now in our BT implementation project, and same statement from BT, they said that all the data have been passed over to SN and it is a matter of how SN use it e.g. remap the end user name to the ticket field where the api integration user name is currently sitting on.
@Servicenow team, can you help how we should proceed further now?
