ServiceNow Ticketing Integration: OAuth Authentication Support
The platform already integrates with ServiceNow to streamline remediation workflows. This update introduces a new, more secure authentication option — OAuth — designed for organisations running SSO-enabled ServiceNow environments.
Rather than replacing the existing integration, this enhancement modernises how the platform authenticates with ServiceNow, reducing reliance on legacy credentials and aligning with enterprise security standards.
Why This Matters
Many organisations are actively moving away from username and password authentication for service integrations, particularly in environments protected by SSO and strict identity controls.
By adding OAuth support, the platform now:
- Aligns with modern ServiceNow SSO configurations
- Reduces exposure to long-lived credentials
- Supports stronger identity and access management practices
- Removes friction when integrating with locked-down enterprise environments
This ensures teams can continue automating remediation through ServiceNow without compromising on security posture.
How the New Authentication Method Work
Users can now choose between two authentication options:
- OAuth (recommended) using host, client ID, client secret, and redirect URL
- Username and password for legacy or transitional environments
Both methods are supported in parallel, allowing teams to migrate safely and on their own timeline.
Future-Ready by Design
The username and password method is planned for deprecation in 2026. Introducing OAuth support now gives organisations time to adopt a more secure approach without disruption.
This upgrade ensures the ServiceNow integration remains secure, compliant, and future-proof, while preserving the workflows teams already rely on.
ConnectWise Manage Ticketing Integration Improvements
Following the launch of full ConnectWise Manage ticketing support, this update delivers a set of targeted improvements designed to make the integration more resilient, more flexible, and easier to use at scale.
These enhancements are based on real-world usage across diverse ConnectWise environments, particularly MSPs managing large numbers of boards, tenants, and custom configurations.
Why This Matters
In security operations, ticketing integrations sit on the critical path between detection and remediation.
Even small friction points — export failures, rigid validation, or setup constraints — can slow response times and undermine automation.
These improvements ensure the ConnectWise integration works reliably across complex, heavily customised deployments, without forcing teams to adapt their workflows to the tool.
What's Improved
Expanded Board Selection
Teams can now select from 100+ service boards, with type-ahead search to quickly locate the right board in large ConnectWise environments.
Automatic Ticket Title Trimming
Ticket titles are automatically trimmed to 100 characters to meet ConnectWise limits, preventing failed exports and manual rework.
Flexible Host URL Validation
Validation has been relaxed to support ConnectWise instances running on custom or non-standard domains, improving compatibility across customer setups.
Optional Board Status Configuration
Board statuses are now optional during setup, allowing tickets to be exported even when boards do not enforce predefined statuses.
Note: If no closed status is configured, automatic ticket closure via bi-directional sync will not be available.
The Read Benefit: Fewer Failures, Less Friction
Together, these improvements:
- Reduce ticket export errors
- Improve automation reliability
- Support a wider range of ConnectWise configurations
- Make the integration easier to deploy and manage at scale
For MSPs and service-led security teams, this means smoother remediation workflows and greater confidence that vulnerabilities will move cleanly from identification to action.
“Ticketing integrations only deliver value when they work reliably in real-world environments. These improvements make the ConnectWise integration more flexible and resilient, especially for MSPs running large or customised setups.”
— Jon Bellard, Head of Product
Bulk Ticket Creation from Affected Instances
When vulnerabilities impact multiple assets, raising tickets one by one quickly becomes a bottleneck. Security teams are forced into repetitive admin work at the exact moment they should be focusing on remediation.
Bulk Ticket Creation from Affected Instances removes that friction.
Users can now select multiple affected instances and export them as individual tickets in a single action, across all supported ticketing integrations — including Jira, ServiceNow, Freshdesk, ConnectWise, and TOPDesk.
Why This Matters
In many environments, a single vulnerability can affect dozens of hosts. While each instance needs its own ticket for ownership and tracking, manually creating those tickets wastes time and slows response.
This improvement allows teams to:
- Act on multiple affected instances instantly
- Maintain correct asset-level context per ticket
- Avoid repetitive manual exports
- Scale remediation workflows without adding overhead
It is particularly valuable for MSPs and security teams managing large or multi-tenant environments where speed and consistency are critical.
How It Works
From the Affected Instances view, users can:
- Select multiple affected assets
- Choose their ticketing platform
- Export all selected instances in one action
Each instance is still raised as an individual ticket, ensuring clean ownership, accurate tracking, and compatibility with existing service desk workflows.
Faster Remediation at Scale
By eliminating repetitive steps, this enhancement:
- Speeds up ticket creation dramatically
- Reduces analyst workload
- Keeps remediation flowing smoothly across teams
- Ensures no loss of detail or context
It’s a simple change with a major impact on day-to-day security operations — helping teams move from detection to action faster than ever.
“When a vulnerability affects multiple assets, remediation shouldn’t be slowed down by admin work. Bulk ticket creation lets teams act at scale while keeping the right context for every affected instance.”
— Jon Bellard, Head of Product
