Feature Overview (aka. Goal Summary)

The new ServiceNow plugin 1.0 requires customers to configure their ServiceNow incident table by adding a new Backstage entity ID column and assign a catalog entity value to show these incidents in RHDH/Backstage.

This is a good, secure way to ensure that we don't expose any data. On the other side this requires our customers to change their ServiceNow configuration and each incident they want to see in RHDH.

We should add an additional, optional, opt-in approach that customers can show ServiceNow incidents without any ServiceNow change.

Goals (aka. expected user outcomes)

Allow customers to show incidents without the Backstage Entity ID column. Instead, any column should be usable.

Requirements (aka. Acceptance Criteria):

1. Allow customers to show incidents without the Backstage Entity ID column.
   • Any column should be usable.
   • Check the solution with the Security team
   • The current solution with the Backstage Entity ID should work as well
2. Move the ServiceNow scaffolder actions into the servicenow workspace
   • Test if both works together
3. Allow customers to configure multiple ServiceNow endpoints (stretch goal, can be moved to backlog if support wouldn't be trivial to add)
   • Might be the same instance with another API Key or other configurations

Out of Scope (Optional)

Customer Considerations (Optional)

This will allow more customers to use the ServiceNow plugin

Documentation Considerations

Needs to be updated