Feature Overview (aka. Goal Summary)

When a user is creating ServiceNow requests from the software templates or the Orchestrator, the user cannot see the requests created from within RHDH or Backstage. This requires the user to go out RHDH to the ServiceNow portal.

This plugin will be a community plugin

Goals (aka. expected user outcomes)

Create a new service-now plugin in the community plugin repo so RHDH users can view ServiceNow tickets from directly within RHDH for users or components.

https://www.figma.com/design/ydwdsmUS1PzdvMwe975u0G/Catalog-improvements?node-id=1647-1144&t=0ebCTDnSdlpXyngz-1

Requirements (aka. Acceptance Criteria):

• As an admin, I should be able to install the service-now plugin to RHDH
• As an admin, I should be able to configure the plugin with a SNOW URL and authentication (user auth/SSO).
• As an admin, I should be able to add the request card to the entity page
• As an admin, I should be able to add the request card to the user/group page.
• As an admin, I should be able to manage the RBAC permission for the ServiceNow plugin from the RBAC plugin.
• As a developer, I should be able to add an annotation in the catalog-info to view the requests for a user or group.
• As a developer, I should be able to add an annotation in the catalog-info to view the requests for an entity.
• As a developer, I should not be able to see someone else requests if I'm not allowed to (RBAC).
• The table as per the Figma should display the request ID, the short description, the creation date of the request, the priority, the state and the action is a link to the request page in the ServiceNow portal.
• The table should have a search and pagination to be consistent with the Backstage plugins.
• The table data as per the Figma should have 2 filters on the state and priority.
• The plugin should be in the community (some customers will contribute to this plugin).
• The plugin should be available as a dynamic plugin in the Extension plugin.
• This plugin will not be pre-installed in RHDH.

Out of Scope (Optional)

High-level list of items that are out of scope.

• No need to create ServiceNow requests from the software templates, as we have already a custom actions for that.
• No need to create ServiceNow requests from the Orchestrator, as it's handled from the Orchestrator plugin.
• ServiceNow CMDB is out of scope for this release. For now, it's only the ServiceNow request card.

Customer Considerations (Optional)

Customer will use SSO or the user authentication. Not an admin account.
Service Now API Authentication

Documentation Considerations

• Administrators should be able to find instructions on how to install the plugin, configure it and add it to pages in RHDH.
• Developers should be able to find information on using the plugin and how to configure the annotation in the catalog-info file