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ServiceNow Change Management

This Playbook is part of the Change Management Pack.#

Supported versions

Supported Cortex XSOAR versions: 6.1.0 and later.

If you are using a PAN-OS/Panorama firewall and ServiceNow as a ticketing system this playbook is a perfect match for your change management for firewall process. This playbook is triggered by a fetch from ServiceNow and helps you manage and automate your change management process.


This playbook uses the following sub-playbooks, integrations, and scripts.


  • PAN-OS create or edit policy
  • Panorama Query Logs


This playbook does not use any integrations.




  • servicenow-update-ticket
  • setIncident
  • servicenow-upload-file
  • panorama-create-rule
  • servicenow-add-link
  • closeInvestigation

Playbook Inputs#

NameDescriptionDefault ValueRequired
TicketSummaryProvide a summary for your firewall request.incident.detailsOptional
SecurityTeamEmailThe email of the security team that approves the firewall requests.Optional
log_typeLog type to query. Can be: traffic, threat, wildfire, url or data-filtering.trafficOptional
queryThe query string by which to match criteria for the logs. This is similar to the query provided in the web interface under the Monitor tab when viewing the logs.Optional
addr-srcSource address.incident.sourceipsOptional
addr-dstDestination address.incident.destinationipsOptional
port-dstDestination port.incident.dstportsOptional
TestConfigurationsBy providing YES to this input the requested firewall rule will be tested in your test environment.NoOptional
zone-srcFirewall source zone.incident.sourcenetworksOptional
zone-dstFirewall destination zone.incident.destinationnetworksOptional
TestInstanceThe instance name of the firewall in the DEV environment for testing the new rule.Optional
ActionThe action for the change requestincident.policyactionsOptional
ProtocolThe IP protocol.incident.protocolOptional
Log_forwardingLog forwarding profile.Optional
Profile_settingA profile setting group.Optional
ServiceA comma-separated list of service object names for the rule.incident.protocolnamesOptional
ApplicationA comma-separated list of application object names for the rule to create.Optional
RulenameName of the rule to create.Optional
DescriptionThe description of the ticket.incident.descriptionOptional
Time-generatedThe time the log was generated from the timestamp and prior to it. For example: "2019/08/11 01:10:44".Optional
Rule_positionPre rule or Post rule (Panorama instances).
Possible options:
- post-rulebase
- pre-rulebase
TargetTarget number of the firewall. Use only for a Panorama instance.Optional
VsysTarget number of the firewall. Use only for a Panorama instance.Optional
LimitMaximum number of API requests that the
PanoramaSecurityPolicyMatchWrapper script will send.
The default is 500.

Playbook Outputs#

There are no outputs for this playbook.

Playbook Image#

ServiceNow Change Management