EPIC Goal

Enable the ServiceNow plugin frontend to support the upcoming backend capability for column-based incident filtering and multi-endpoint configuration, ensuring configuration flexibility and smooth user experience in Red Hat Developer Hub (RHDH) or Backstage instances.

Background/Feature Origin

The current ServiceNow plugin implementation requires customers to configure their ServiceNow instance by adding a dedicated Backstage Entity ID column and populating it per incident. This provides secure filtering, but adds setup burden.

A new backend feature allows customers to opt into querying incidents based on any existing column (e.g., team name, email, project ID) — without modifying ServiceNow schemas. Backend support for multiple ServiceNow endpoints is also being introduced.

Why is this important?

• Reduces onboarding friction for new customers who cannot or prefer not to change their ServiceNow schema.
• Improves flexibility by allowing teams to define their own column mappings for incident retrieval.

• Supports advanced use cases where customers use multiple ServiceNow instances or authentication methods.

• Aligns with plugin extensibility goals and RHDH's broader usability requirements.

User Scenarios

1. Entity-based view without entity ID column:
   A customer configures the plugin to use custom_team_field=frontend_team instead of u_backstage_entity_id. The frontend should display incidents accordingly, without hardcoding field assumptions.

1. Multiple endpoints per organization:
   A user wants to display incidents from two ServiceNow instances (e.g., production vs. staging). The UI should support querying and presenting results appropriately.

1. Fallback compatibility:
   A customer still using the u_backstage_entity_id column should experience no change in UI behavior.

Dependencies (internal and external)

• Backend Plugin:
  • Dynamic field-based filtering support (backend-owned)
  • Multi-endpoint configuration support
  • Updated API responses and query logic
• App Configuration:
  • New keys for defining field mappings and endpoint identifiers (defined in app-config.yaml)

Acceptance Criteria

• Support dynamic config-driven filtering logic (e.g., use any specified field instead of hardcoded backstage entity ID field)

• Display incidents per entity regardless of which column was configured

• Support incident display from multiple ServiceNow endpoints if configured

• Ensure no regression for existing entity ID column-based setups

• Update plugin documentation to reflect new config options

• Coordinate with backend team to align on data shape and API responses

• Light unit/UX test coverage for config switch and multi-endpoint rendering

Release Enablement/Demo - Provide necessary release enablement details
and documents

DEV - Upstream code and tests merged: <link to meaningful PR or GitHub
Issue>

DEV - Upstream documentation merged: <link to meaningful PR or GitHub
Issue>

DEV - Downstream build attached to advisory: <link to errata>

QE - Test plans in Playwright: <link or reference to playwright>

QE - Automated tests merged: <link or reference to automated tests>

DOC - Downstream documentation merged: <link to meaningful PR>