ServiceNow

The ServiceNow integration creates ITSM incidents when Verilock detects compliance events that require manual review. Incidents are assigned to the correct team with appropriate priority levels.

Prerequisites

A ServiceNow instance (Paris release or later)
A ServiceNow user account with the itil role
Verilock Enterprise plan

Setup

Create a ServiceNow Developer Instance

If you do not have a production instance, create a free developer instance at developer.servicenow.com. Activate the ITSM application.

Create an Integration User

In ServiceNow, navigate to User Administration > Users and create a new user with the itil and rest_service roles. This user will be used for API authentication.

Configure Credentials in Verilock

Go to Dashboard > Settings > Integrations > ServiceNow and enter:

Instance URL: https://your-instance.service-now.com
Username: The integration user’s username
Password: The integration user’s password

Configure Assignment Groups

Map Verilock event categories to ServiceNow assignment groups:

Compliance events: e.g., Compliance Review Team
Security events: e.g., Security Operations
Transaction events: e.g., Fraud Investigation

Test Connection

Click Test Connection to verify API access. Verilock will create a test incident and immediately resolve it.

Event-to-Incident Mapping

Each Verilock event maps to a ServiceNow incident with a specific priority and category:

Verilock Event	Priority	Category	Assignment Group
`aml.match_found`	P1 - Critical	Compliance	Compliance Review
`aml.monitoring.match`	P1 - Critical	Compliance	Compliance Review
`transaction.blocked`	P1 - Critical	Fraud	Fraud Investigation
`session.declined`	P2 - High	Security	Security Operations
`session.completed`	P2 - High	Security	Security Operations
`transaction.flagged`	P2 - High	Fraud	Fraud Investigation
`face.duplicate_found`	P2 - High	Security	Security Operations
`session.expired`	P3 - Moderate	Operations	Identity Verification

Priority and assignment group mappings are fully configurable from the Verilock dashboard. The defaults shown above can be overridden per event type.

Incident Fields

Each incident created by Verilock includes the following fields:

ServiceNow Field	Verilock Source
`short_description`	Event type and session/screening ID
`description`	Full event payload with applicant details
`category`	Mapped from event type
`priority`	Mapped from event type
`assignment_group`	Configured assignment group
`caller_id`	Integration user
`u_verilock_session_id`	Session or screening ID
`u_verilock_risk_score`	Risk score (0-100)

Custom fields (u_verilock_session_id and u_verilock_risk_score) require a ServiceNow Update Set. Download it from Dashboard > Settings > Integrations > ServiceNow > Download Update Set.

Example Incident Payload

{
  "short_description": "AML Match Found - aml_x7k9m2p4",
  "description": "Verilock AML screening detected a potential match.\n\nScreening ID: aml_x7k9m2p4\nApplicant: Jean Dupont\nMatch Type: PEP\nMatch Score: 92%\n\nReview: https://verilock.io/dashboard/aml/aml_x7k9m2p4",
  "category": "Compliance",
  "priority": 1,
  "assignment_group": "Compliance Review",
  "u_verilock_session_id": "aml_x7k9m2p4",
  "u_verilock_risk_score": 92
}

Troubleshooting

Authentication failures

Ensure the integration user has itil and rest_service roles. Verify the instance URL does not include a trailing slash.

Missing custom fields

Import the Verilock Update Set into your ServiceNow instance. Navigate to System Update Sets > Retrieved Update Sets and preview/commit the update set.

Duplicate incidents

Verilock uses the webhook_id as a correlation ID. If duplicate incidents appear, check that your ServiceNow instance is responding with 2xx status codes within 10 seconds.

Getting Started

Integrations

Reference

AML Screening

Transaction Monitoring

Verification Enhancements

Data & Compliance

Decentralized Identity

Prerequisites

Setup

Event-to-Incident Mapping

Incident Fields

Example Incident Payload

Troubleshooting

​Prerequisites

​Setup

​Event-to-Incident Mapping

​Incident Fields

​Example Incident Payload

​Troubleshooting

Prerequisites

Setup

Event-to-Incident Mapping

Incident Fields

Example Incident Payload

Troubleshooting