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README

Mattermost ServiceNow Plugin

Table of Contents

• License
• Overview
• Features
• Installation
• Setup
• Connecting to ServiceNow

License

See the LICENSE file for license rights and limitations.

Overview

This plugin integrates ServiceNow with Mattermost by allowing users to subscribe to record changes in ServiceNow and manage them through Mattermost. For a stable production release, please download the latest version from the Plugin Marketplace and follow the instructions to install and configure the plugin. If you are a developer who wants to work on this plugin, please switch to the Developer docs.

Features

This plugin contains the following features:

• Connecting/disconnecting to ServiceNow account using OAuth.
• Creating/editing subscriptions to get notifications for ServiceNow record changes using wizards.
• Ability to open the create/edit subscription modal through UI or by using slash commands.
• Ability to create a record or bulk subscription.
• A record subscription is for subscribing to changes in a specific record and a Bulk subscription allows subscribing to all records of a particular type.
• Supported record types - incident, problem, change_request.
• Supported events:
  • State changed
  • Priority changed
  • Assigned to changed
  • Assignment group changed
  • New comment added
  • New record created (only for bulk subscriptions)
• Notifications will be sent in the form of a post created by the ServiceNow bot in the channel specified while creating the subscription.
• Ability to see the existing subscriptions in the Right Hand Sidebar or by using a slash command.
• Ability to delete the subscriptions from the Right Hand Sidebar or by using a slash command.

Installation

1. Go to the releases page of this GitHub repository and download the latest release for your Mattermost server.
2. Upload this file on the Mattermost System Console > Plugins > Management page to install the plugin. To learn more about how to upload a plugin, see the documentation.
3. Enable the plugin from System Console > Plugins > ServiceNow Plugin.

Setup

• ServiceNow Setup
• Plugin Setup

Connecting to ServiceNow

There are two methods by which you can connect your Mattermost account to your ServiceNow account.

• Using slash command

  • Run the slash command /servicenow connect in any channel.
  • You will get an ephemeral message from the ServiceNow bot containing a link to connect your account.
  • Click on that link. If it asks for login, enter your ServiceNow credentials and click Allow to authorize and connect your account.

• Using the button in the right-hand sidebar

  • Open the right-hand sidebar by clicking on the ServiceNow icon present in the channel header section of all channels.
  • You will see a button saying "Connect your account"
  • Click on that button. If it asks for login, enter your ServiceNow credentials and click Allow to authorize and connect your account.

After connecting successfully, you will get a direct message from the ServiceNow bot containing a Welcome message and some useful information along with some instructions for the system admins. Note: You will only get a direct message from the bot if your Mattermost server is configured to allow direct messages between any users on the server. If your server is configured to allow direct messages only between two users of the same team, then you will not get any direct message.

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Documentation

Index

• Variables

Variables

var Manifest model.Manifest