Service Now Integration with Imprivata

[Jill Achanzar]

I'm not quite sure if I have posted this to the correct forum, I apologize in advance, if so, please let me know where I can post this. 

I work heavily with Imprivata and Service Now. 

I'm looking for information on this integration and what capabilities are available for me to learn. 

This will allow me, as a "user" of both applications, to provide solutions and process improvement during this integration.

For instance:

Service Now ticket creation

1. Jane Smith is leaving our company
2. We emails that open tickets with all the information we tell it to pull in
3. The tickets with a certain description go into my  Assignment Group called  "Terminations"
4. I work from this ticket to remove access

Imprivata part

1. Imprivata uses a bridge for an automated process of going into an application and removing access (as we code it to do) and that delete task from Imprivata is complete. 

2. Any application not utilizing the bridge automation access needs to manually be removed 
3. Once done that, we complete the delete task in Imprivata and we close the ticket in SNOW

Now for the integration part, just the tip of the iceberg here.....

I'm looking to learn more about how I can get Imprivata to see Jane Smith's ticket in SNOW and close the ticket automatically based upon what information is in the ticket and what Imprivata has completed for Jane Smith. 

Now I understand, this may be something I need to take up with Imprivata and learn what those capabilities are, but I also wanted to check the Service Now side as well. 

Thank you for any information or direction that you may be able to provide,

Jill 

[Ramesh Lohar]

The integration between ServiceNow and Imprivata can be achieved using APIs provided by both platforms. Here's a high-level overview of how you can achieve this:

1. **Understand the APIs**: Both ServiceNow and Imprivata provide APIs that can be used to interact with their platforms. You need to understand these APIs and how they can be used to achieve your goal.

2. **Create a ServiceNow Scripted REST API**: You can create a Scripted REST API in ServiceNow that Imprivata can call to update the status of a ticket. This API should accept the ticket number and the new status as parameters.

Sample code for creating a Scripted REST API in ServiceNow:

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
var gr = new GlideRecord('incident');
gr.addQuery('number', request.body.data.number);
gr.query();
if (gr.next()) {
gr.state = request.body.data.state;
gr.update();
response.setStatus(200);
response.setBody({result: 'Ticket updated successfully'});
} else {
response.setStatus(404);
response.setBody({error: 'Ticket not found'});
}
})(request, response);

3. **Configure Imprivata to call the ServiceNow API**: Once the API is ready, you need to configure Imprivata to call this API whenever it completes a task. This might require some scripting in Imprivata.

4. **Test the Integration**: After everything is set up, you should test the integration to make sure it's working as expected. Create a test ticket in ServiceNow, let Imprivata process it, and check if the ticket status is updated automatically.

5. **Monitor and Improve**: Once the integration is live, you should monitor it to ensure it's working correctly. If you encounter any issues, you can improve the integration based on the feedback.

Please note that this is a high-level overview and the actual implementation might vary based on your specific requirements and the capabilities of ServiceNow and Imprivata.

For ServiceNow Live Classes, Books, Sample Resumes, Interview Questions, CSA Quizzes.
And getting better services's on ServiceNow you can visits our website.
Please visit : https://nowkb.com/home
Our Website :https://nowkb.com/home
nowKB.com

[Taura Gentry Ke]

Great job Ramesh! This is AWESOME.

[Jill Achanzar]

Ramesh, this is amazing!  Thank you so very much for going in depth with your answer. now I know what I am looking for in order to learn more about what is to come with this integration. 

Thank you,

Jill ☺