Set up integrations such as ServiceNow v2 to mirror ServiceNow incidents to Cortex XSOAR.
When mirroring incidents, you can make changes in a third-party application, such as ServiceNow and Jira that will be reflected in Cortex XSOAR, or vice versa. You can also attach files from either of the systems, which will then be available in the other system.
Setting up your integration to mirror incidents from the third-party application in Cortex XSOAR includes the following:
Configure mirroring for triggering incidents originating from your third-party application or from another fetching integration. For example, see the ServiceNow v2 integration.
Configure incoming and outgoing mappers. For more information, see Classification and mapping.
Configure account roles for API calls. For example, see the ServiceNow v2 integration.
Run mirroring commands. For more information about mirroring commands, see the Mirroring Integration or your third-party integration, for example ServiceNow v2.
Troubleshooting incident mirroring
In case of delays in incident mirroring, follow these troubleshooting steps:
Use !getMirrorStatistics in the War Room to check the status o the mirroring cycle.
Close unnecessary mirrored incidents to narrow down the scope of mirroring.
Remove redundant or disabled integration instances as deactivation alone may not free up resources.
If delays do not improve, contact support to discuss changing the time frame for mirrored incidents.