Mail-Merge Template and Issue Record Creation Question

[amurana2]

Hi,

We are migrating from RSA Archer GRC to ServiceNow GRC and I have questions:

1.  RSA Archer has a mail-merge capability, how can we create a mail-merge like formatted/structured reports in SNOW?   We have been migrating from Archer to SNOW and we would like to know how to generate a mail-merge like report for PCI (ROC), Audit, BCP, DR, and ISO27001 as an example.  

I know a PDF generator and a Document Template app. (HTML/PDF) in SNOW.  I was told that Document Template is used for publishing in SNOW.  We do not want to publish it but generate a mail-merge like report.  What options are available or do you recommend in SNOW?

2.  Archer has an option to use an auto issue record generation and/or generate an issue record manually.  In Archer we turned off the auto feature and we generate an Issue record manually.  We would like to do the same in SNOW.  How can we turn off the auto feature and we can generate an issue record manually?

Thank you for the tips.  

Akira

[SanjivMeher]

You can use the Print Friendly version in a record to print a record in Servicenow. Servicenow doesn't have a mail merger functionality like archer.

In ServiceNow, issues are created automatically and you can create issue manually as well. But you can't turn them off. It will create when an attestation or indicator fails. The issue management is an important functionality, based on which compliance status of controls are controlled. So I would suggest using it and not customize to disable it;

[amurana2]

Thank you, Sanjiv. 

I understood about your response of the Issue Mgmt. functionality.  About the mail-merge question, we have to generate a formatted/structured report for PCI (ROC) and audit reports as the formal reports not publishing them in SNOW.   Yes, I noted that SNOW does not have a mail-merge capability.  So, I have been looking for the alternative approach to generate a ROC (Report of Compliance) for PCI or other formal reports.  Do you know any?  

[SanjivMeher · Accepted solution]

I know there is one in Audit Management. In audit management, you create an audit/engagement and then associate the entities part of the audit, which will pull all respective controls and risks. During the Audit lifecycle you have option to perform Test, Interview, Walk-thorough and then create issues/findings any and resolve them. At the end of the audit, you have option to create the report. You can define your own template and then generate the audit report.

[amurana2]

Thank you, Sanjiv.  

I learned that Document Template can be used to create and download a ROC or formal report.  I think that you stated the same here.  Thank you, again.  You know a lot about SNOW and impressive.  AM