[Feature][Plugin] Support ServiceNow as an incident management system

[Startrekzky]

Search before asking

• I had searched in the issues and found no similar feature requirement.

Use case

A ServiceNow plugin is most useful for DevLake's support for DORA metrics.

ServiceNow is one of the most popular issue management tools in the industry. DevLake would help more teams implement the DORA framework if it has a plugin that can pull incident data from ServiceNow.

Description

The most important entity from ServiceNow is incident. A ServiceNow incident can be triggered automatically via integration with monitoring service and API, or manually via web app and mobile app. See below for an incomprehensive list of incident attributes we're interested in:

• Number: Unique system-generated incident number.
• State: see possible values
• Service
• Caller: User who contacted you with an issue.
• Assigned to
• Title
• Urgency
• Priority
• Short Description
• When an incident is triggered, when it's acknowledged, and when it's resolved
• See ServiceNow doc on incidents for details: https://docs.servicenow.com/en-US/bundle/tokyo-it-service-management/page/product/incident-management/task/create-an-incident.html

DORA Support

IIRC, DevLake's DORA plugin uses issues of incident type to calculate DORA metrics, so let's see if we can map ServiceNow 's incident to the issue entity in DevLake's domain layer.

Related issues

No response

Are you willing to submit a PR?

• Yes I am willing to submit a PR!

Code of Conduct

• I agree to follow this project's Code of Conduct

[github-actions]

This issue has been automatically marked as stale because it has not had recent activity for 30 days. It will be closed in next 7 days if no further activity occurs.

[Suhasr76]

Yeah, it would be very helpful as many organizations your ServiceNow for incident management

[FaizanSh]

Yeah, it would be very helpful as many organizations have ServiceNow for incident management. We get tons of insight about the issues an organization is facing.

[github-actions]

This issue has been automatically marked as stale because it has not had recent activity for 30 days. It will be closed in next 7 days if no further activity occurs.

[github-actions]

This issue has been automatically marked as stale because it has not had recent activity for 30 days. It will be closed in next 7 days if no further activity occurs.

[github-actions]

This issue has been automatically marked as stale because it has not had recent activity for 30 days. It will be closed in next 7 days if no further activity occurs.

[github-actions]

This issue has been automatically marked as stale because it has been inactive for 60 days. It will be closed in next 7 days if no further activity occurs.

[github-actions]

This issue has been closed because it has been inactive for a long time. You can reopen it if you encounter the similar problem in the future.

[dc-seena]

Noticed ServiceNow support was listed as Planned on the docs below, but this thread seems dead, any ideas if there will be integration options in future? https://devlake.apache.org/docs/Overview/Roadmap#feature-breakdown

[klesh]

Seems like the page has not been updated for quite a while 😂

[martynvdijke]

Bummer, would love this plugin to be available !