Mapping Hyperproof and ServiceNow task statuses
Once you have configured a connection to a ServiceNow instance, the next step is to map ServiceNow task statuses to Hyperproof task statuses. If you haven't configured the ServiceNow connection yet, see Connecting Hyperproof to ServiceNow for information on doing that first.
ServiceNow has three task types that can be created and managed through the integration with Hyperproof. Types include:
Mapping statuses
Note
ServiceNow task status names are configurable and may not match the examples shown here.
You must map the ServiceNow task statuses for each task to the corresponding Hyperproof statuses as follows:
From the left menu, select Settings.
From the Settings, menu select Integrations.
On the Integrations page, select ServiceNow.
Select the Settings link on the ServiceNow window displayed.
On the Hyperproof <-> ServiceNow page, click the Configure settings link for the connection you want to configure.
Note
You can have connections to multiple ServiceNow instances.
The ServiceNow settings window displays.
The Incident task is enabled for configuration. Map a ServiceNow status to the corresponding Hyperproof status by dragging the ServiceNow status to the Hyperproof status. Note that you can add more than one ServiceNow status to a Hyperproof status. Refer to the screenshot below for the recommended workflow.
Click Next to save your mappings and move to the next task type, Catalog task.
Map the statuses for the Catalog task to the corresponding Hyperproof statuses and click Next.
Map the statuses for the Problem task to the corresponding Hyperproof statuses and click Save.
The Hyperproof <-> ServiceNow page displays and the connection is listed as Configured.
Status mapping tips
Tips for the ServiceNow to Hyperproof sync
Note
ServiceNow task status names are configurable. The status names used in the examples below are based on the images in the Mapping statuses section and are only for illustration purposes.
If a ServiceNow user changes the status of a ServiceNow task from Open or New to Pending, Assess, or Work in Progress, the Hyperproof task status changes to In progress.
If a ServiceNow user changes the status of a ServiceNow task to one of the Completed statuses, the Hyperproof status changes to Submitted.
Note
Tasks can only be closed in Hyperproof. Closing a task causes associated proof to be attached to the target object, such as a control, and must be approved in Hyperproof.
If a ServiceNow user changes the status of a task to a status from the same status grouping, the Hyperproof status stays the same. For example, if a ServiceNow task status is changed from Pending to Work in Progress, the Hyperproof task status remains set to In progress.
Hyperproof ServiceNow sync
If a Hyperproof user changes the status of a task from Submitted to Closed, or from Submitted to Canceled, the ServiceNow task status remains unchanged because the ServiceNow statuses are all in the Completed group based on the mapping.
If a Hyperproof user changes the status of a task from Submitted to In progress, or from Submitted to Not Started, the ServiceNow task status changes to the first ServiceNow status listed in the status map under In progress or Not Started.