ServiceNow Security Operations (SecOps) Integration

Scope and Purpose

ServiceNow FortiSIEM integration is designed to pull FortiSIEM incidents and triggering events from the remote FortiSIEM server every 30 seconds into the desired ServiceNow instance. FortiSIEM incidents pulled into the ServiceNow instance will be automatically mapped to new security incidents. Upon closing the created security incidents, the corresponding FortiSIEM incidents status on the remote FortiSIEM sever will also be updated.

XML Assets

The required XML files for this integration can be downloaded here.


SHA256 hash: 945214c2128337dc7d8b03f80ebd51e1a07a8c75c855c3ec49583ca61d43e1f5

MD5 hash: d397ad5bf6ba0c0e15942958b95bad4e

Process Overview

  1. The ServiceNow system administrator must request a new Paris release ServiceNow instance or login to an existing one to import the provided ServiceNow FortiSIEM integration XML file to ServiceNow.

  2. The ServiceNow system administrator configures the REST Message API endpoints and Basic Auth Profile settings on the ServiceNow instance to make API calls to the remote FortiSIEM server.

  3. The ServiceNow instance will begin to fetch FortiSIEM incidents and triggering events every 30 seconds.

  4. The ServiceNow system administrator or ServiceNow users with security incident roles can view and update security incidents created from FortiSIEM incidents pulled.

Process and Workflow

The following information contains a detailed explanation on how ServiceNow FortiSIEM integration is set up and its usage.

ServiceNow FortiSIEM Integration Prerequisites

The following is required for ServiceNow FortiSIEM integration.

  1. FortiSIEM server.

  2. Paris release ServiceNow instance.

  3. ServiceNow instance plugin – Security Incident Response Dependencies.

  4. ServiceNow instance plugin – Security Incident Response.

ServiceNow FortiSIEM Integration Installation

A ServiceNow system administrator must take the following steps:

  1. Request a new Paris release ServiceNow instance or login to an existing one.

  2. In the ServiceNow instance, click the Application drop-down list and select Global.

  3. Click on the role drop down list and select Elevate Roles. Elevate the "System Administrator" role to "Security Admin". This new role ensures the success of the ServiceNow FortiSIEM integration import in the next step.

  4. Navigate to System Definition - Tables, right click on Table Headers on the page, and select Import XML.

  5. In "Import XML", select the provided FSMSNIntegrationImportData file (See XML Assets) and click Upload.

  6. After the upload is complete, navigate to System Web Services/Rest Message, and click on FSMAPI (This was imported in step 5) to change the FortiSIEM remote server API endpoint and basic auth profile.

  7. In REST Message/FSMAPI, if the remote FortiSIEM server host name is different than the ones displayed, please manually change the hostname in “FSMAPI” and all the endpoints in HTTP Methods, as shown here. For HTTP Methods, please manually click on each record, and change the hostname.
    Note: Only change the host name.(I.E. The slashes or symbols after the host name must be retained.

  8. In “REST Message/FSM API”, to change the basic auth profile, first click the search icon.

  9. Click FSMBasicAuth, and change the user name and password accordingly. You may also create a new Basic auth profile.

  10. The integration uses a “HTTPS outbound REST end point”, and requires the FortiSIEM certificate to be added to the ServiceNow Certificate Trust Store. Please follow the sub-steps here before proceeding to step 11.

    1. Retrieve destination server SSL certificates. This can be given by the network administrator of the destination server, or by using the Linux command:
      openssl s_client -connect <destination_server_name>:443 –showcerts

      To gather the specific certificate, run this command from a Linux server:
      echo | openssl s_client -connect <destination_server_name>:443 2>&1 | sed --quiet '/-BEGIN CERTIFICATE-/,/-END CERTIFICATE-/p' > <destination_server_name>.pem

      A sample SSL certificate is shown here.

    2. Validate retrieved SSL certificate in part a to see if it has any issues or errors. It can be done through or through the Linux command:
      openssl s_client -connect <destination_server_name>:443 –showcerts

      If the certificate has issues or errors, please contact the destination server administrator for a correct one. For any reason that a correct SSL certificate cannot be obtained, please refer to step 10g for a temporary workaround in a ServiceNow instance. Note that this workaround is not recommended for ServiceNow production instances.

    3. Now, upload the retrieved SSL certificate in part a to the ServiceNow instance. Navigate to System Definition/Certificates and on the right panel, click New.

    4. On the new dialog box, take the following steps:

      1. In the Name field, enter a name for the certificate.

      2. From the Format drop-down list, select PEM.

      3. From the Type drop-down list, select Trust Store Cert.

      4. In the PEM Certificate field, enter/paste the SSL certificate retrieved in 10a.

      5. When done, click Submit.

    5. Once the certificate has been created, click on it.

    6. Click Validate Stores/Certificates to ensure it is valid.

      If it is valid, a “Valid trust_store” message will show. If you get an invalid certificate, please contact the destination server administrator.

    7. Note: This is workaround step in ServiceNow instance to solve invalid certification issue encountered in step 10b.
      This is only recommended for ServiceNow developer instances.

      To proceed, take the following steps:

      1. Navigate to System Definition / Tables.

      2. Search for “sys_properties”, click on System Property from the displayed records and navigate to Related Links.

      3. Click Show List to open up all system properties entries stored in the current instance.

      4. Next to the System Properties header, click New.

      5. Enter the following:

        In the Name field, enter "com.glide.communications.httpclient.verify_revoked_certificate".

        In the Type field, enter "true|false".

        In the Value field, enter "false".

      6. Click Submit.

      7. If the certificate in use by FortiSIEM is also Self Signed, then set the following System Property to false . Under the same section, search for com.glide.communications.httpclient.verify_hostname and change to false.

Once this record has been created, the ServiceNow instance will ignore any SSL certification validation issues or errors encountered.

The installation is now complete.

ServiceNow FortiSIEM Integration Usage

The ServiceNow FortiSIEM Integration can be used in the following ways:

View Scheduled Jobs

The ServiceNow system administrator can view scheduled jobs that are running every 30 seconds to pull FSM incidents and FSM triggering events in “System Definitions/ Scheduled Jobs”.

Monitor Scheduled Job Execution Logs

The ServiceNow system administrator can monitor the scheduled job execution logs in System Log / All.

Examine FortiSIEM Incidents, Logs, and Triggering Events

Fetched FortiSIEM incidents will be stored in the “fsm_incidents” table, and logs will be stored in “fsm_fetch_incidents_log” table. Fetched FSM triggering events will be stored in “fsm_triggering_events” table, and logs will be stored in the “fsm_riggering_events_log” table. The link between incidents and events will be stored in the “fsm_incidents_triggering_events_link” table.

View Corresponding Security Incidents

After a FortiSIEM incident has been fetched, a corresponding security incident will be created with the short description:

FSM : <IncidentTitle> - FSM Incident - <IncidentID>

Examine Security Incidents in Detail

Security incidents created by FortiSIEM incident contain the “Category”, “Source”, “Priority”, “Description”, “Short Description”, and “Company” fields, pre-defined based on corresponding FortiSIEM incident fields.

Customized "FortiSIEM Incident" Page

Security incident created by FortiSIEM incidents also have a customized UI section FSM Incident, which can be used to view FortiSIEM incident details and triggering events. For the current version V1.3.6, 10 triggering events are fetched per FortiSIEM incident.

ServiceNow FortiSIEM Integration Deletion

Deleting the Integration will remove the FortiSIEM configuration, scheduled jobs, GUI elements, Incident information from FortiSIEM and Triggering events in ServiceNow. Do not proceed if these ServiceNow elements and FortiSIEM Incident data is needed in your ServiceNow instance.

To remove ServiceNow FortiSIEM Integration, take the following steps as a ServiceNow system administrator:

  1. Navigate to System Settings, and set Application to Global.

  2. Click on the role drop down list and select Elevate Roles. Elevate the "System Administrator" role to "Security Admin". This role ensures the success of the ServiceNow FortiSIEM integration import in the next step.

  3. With the elevated role, navigate to System Definition - Tables. Right click on “table headers” on the page and select Import XML.

  4. In “Import XML”, select the provided FSMSNIntegrationDeleteData file (See XML Assets) and click Upload.

  5. To complete the deletion process, you must have the elevated “Security Admin” permission, and change Application to “Security Incident Response”.

  6. Navigate to System Definition - Tables, right click on “table headers” of the page and select Import XML.

  7. In “Import XML”, select the provided delete_sys_ui_section file (See XML Assets) and click Upload.

The ServiceNow FortiSIEM Integration deletion is now complete.

ServiceNow and FortiSIEM Field Mappings

FortiSIEM Closed State Mappings

FortiSIEM Incident State

ServiceNow Incident State


FortiSIEM Incident Category Field: "phSubIncidentCategory" Mappings

FortiSIEM Incident Category

ServiceNow Category

FortiSIEM Major Rule Categories

Audit Policy violation Change
Authentication Failed login Security
Command and Control Malware Security
Command and Control Malware Security
Credential Access Unauthorized access Security
Defense Evasion Privilege escalation Security
Discovery Reconnaissance activity Security
Execution Malicious code activity Security


Confidential personal identity data exposure





Initial Access

Unauthorized access


Lateral Movement

Privilege esclation


Mail Server

Spam source








Policy Violation

Policy violation


Privilege Escalation

Privilege escalation



Reconnaissance activity


Suspicious Activity

Reconnaissance activity



Insider Breach



The following FortiSIEM incidents do not have a mapping to ServiceNow SecOps categories.



FortiSIEM Major Rule Categories

Application   Performance
Behavioral Anomaly   Security
Collection   Security
CPU   Performance
Database   Performance
Domain Controller   Performance
Environmental   Performance
FortiSIEM   Performance
Hardware   Performance
HVAC   Performance
Impact   Performance
Interface   Performance
License   Availability
Memory   Performance
Network   Performance
Performance   Performance
SDN   Performance
Server   Performance
Storage   Performance
Storage I/O   Performance

Storage Space






Video Conferencing









Windows Cluster Service



Windows File System Replication



FortiSIEM Incident Severity Field: "eventSeverity" Mappings

FortiSIEM Severities

ServiceNow Severities

10 1 - Critical


2 - High

5 to 8

3 - Moderate

1 to 4

4 - Low


5 - Planning

FortiSIEM Triggering Events Attributes Displayed in ServiceNow


Attribute Name


Always Present in Triggering Events

Event Receive Time phRecvTime date Yes
Event Type eventType string Yes
Reporting IP reptDevIpAddr IP Yes
Source IP srcIpAddr IP No
Source TCP/UDP Port srclpPort uint16 No
Destination IP destipAddr IP No
Destination TCP/UDP Port destipPort uint16 No
User User string No

Raw Event Log




Here is an example.

Known Limitations

The following are known limitation for this integration:

  • Incidents are synced by ServiceNow to FortiSIEM every 30 seconds. This is not configurable.

  • Incident status changes in FortiSIEM, e.g. are not synced to ServiceNow.

  • Incident External ID and External Incident Status is not synced to FortiSIEM from ServiceNow until there is a change to the ServiceNow incident such as the State or assignment to a User.