mattermost-community / mattermost-app-servicenow

Service Now app for Mattermost

ServiceNow App

A ServiceNow app for Mattermost.

This repository is licensed under the Apache 2.0 License.

Table of Contents

• For Users
• For Admins
• For Developers

Admin Guide

This guide is intended for Mattermost System Admins setting up the ServiceNow app. For more information about contributing to this plugin, visit the Development section. For more information about the ServiceNow app, read the technical guide.

Setting up

1. OAuth must be configured to use ServiceNow. In order to configure ServiceNow, refer to the ServiceNow documentation.
2. For a redirect URL use MATTERMOSTURL/plugins/com.mattermost.apps/apps/servicenow/oauth2/remote/complete.
3. In Mattermost, run the command /servicenow configure oauth and introduce the required fields.

• Instance URL is the URL for your ServiceNow instance.
• Client ID is the client ID generated in step 1.
• Client Secret is the client secret generated in step 1.

User's Guide

This guide is intended for Mattermost users who want information about the app's functionality, and Mattermost users who want to connect their ServiceNow account to Mattermost.

• To connect your ServiceNow user account to Mattermost use /servicenow connect and follow the instructions provided.
• To disconnect your account, use /servicenow disconnect.
• To create entries in the incident table in ServiceNow
  • Use Mattermost Actions menu on a post in a channel to prepopulate the ticket with text and a link to the post;
  • Or use a channel header icon, or servicenow command to create an incident entry from scratch.

mattermost-app-servicenow's Issues

When service configuration is complete the app binding are in the wrong connected / disconnected state

I got Service now configured on a server but the initial state of the bindings was wrong. After the modal closed and the config was saved, the app was showing me the bindings to disconnect or create issues. However the test user had not yet connected.

Attempting to create an issue with the app in this state resulted in a message that I first had to connect my account.

Disconnecting using the autocomplete binding and then connecting again did resolve the issue.

Steps:

• Create an HA server using /cloud running master branch of server
• Upload the Apps v1.0.0 release from version bump PR
• Start service now as a local http app (using master branch of Service Now)
• Install the app using http method on the test server
• Open the oAuth configuration modal and add the values
• Click Submit assuming you don't see #42 (intermittent) the credentials are saved

Observed Disconnect and create options are available to the user even though they have not yet connected.

Add serviceNow Logo icon to Marketplace listing

This is the SVG icon we can use: https://symbols.getvecta.com/stencil_95/72_servicenow.d5b0a698d4.svg

Service now gives error about bot profile image on install

When I attempt to install Service now, I see an error related to bot profile image. If I try to hit the image directly in a browser it is available.

This occurs on all install attempts with multiple server. Clicking submit a 2nd time does complete the install and the bot created does have a profile image.

Steps:

• Create an HA server using /cloud running master branch of server
• Upload the Apps v1.0.0 release from version bump PR
• Start service now as a local http app (using master branch of Service Now)
• Install the app using http method on the test server
• Grant API access and click Submit

Observed: Not found error about profile icon

• Click submit again

Observed App installs

Configuring Service Now oAuth sometimes fails with an error about autherization

Once I have service now installed, when I try to configure the oAuth, I see an error suggesting I do not have permission top store the data.
This issue is intermittent when testing on multiple servers

Steps:

• Create an HA server using /cloud running master branch of server
• Upload the Apps v1.0.0 release from version bump PR
• Start service now as a local http app (using master branch of Service Now
• Install the app using http method on the test server
• Grant API access and click Submit
• Open the oAuth configuration modal and add the values
• Click Submit

Observed: Authorization error and credentials did not save

HTTP mode should support JWT

if JWT_SECRET environment variable is defined, the App should require the use of JWT on incoming messages, with the provided secret.

Release v0.2.0

Release for Cloud

Fix linter checks

The CI linter checks are broken. The CI job fails with:

golangci-lint run ./...
Error: goapp/command.go:22:25: unused-parameter: parameter 'creq' seems to be unused, consider removing or renaming it as _ (revive)
func (c Command) Submit(creq CallRequest) *apps.Call {
                        ^
Error: function/install.go:9:14: unused-parameter: parameter 'creq' seems to be unused, consider removing or renaming it as _ (revive)
func install(creq goapp.CallRequest) apps.CallResponse {
             ^
Error: function/tables.go:31:18: unused-parameter: parameter 'creq' seems to be unused, consider removing or renaming it as _ (revive)
func UpdateTable(creq goapp.CallRequest, t Table) error {
                 ^
make: *** [Makefile:[44](https://github.com/mattermost/mattermost-app-servicenow/actions/runs/8736955928/job/23972887312?pr=55#step:4:46): check-style] Error 1
Error: Process completed with exit code 2.

See https://github.com/mattermost/mattermost-app-servicenow/actions/runs/8736955928/job/23972887312?pr=55

Use the Trouble Ticket API

Currently, the app creates incidents making basic records in the incident table.

There appears to be a proper API for filing trouble tickets, https://developer.servicenow.com/dev.do#!/reference/api/sandiego/rest/trouble-ticket-open-api

We should use it.