@bettsnation/paperclip-plugin-servicenow

Paperclip plugin for bidirectional ServiceNow incident sync.

Inbound (SN → Paperclip)

• SN Business Rule fires webhook on incident creation
• Plugin creates Paperclip issue assigned to target agent
• Sets correlation_id on SN incident for back-reference

Outbound (Paperclip → SN)

• Issue completed → auto-resolve SN incident
• Issue status changes → SN work notes
• Agent comments → SN work notes

Install

npm install @bettsnation/paperclip-plugin-servicenow

Or: Instance Settings → Plugins → Install Plugin → @bettsnation/paperclip-plugin-servicenow

Configuration

| Setting | Required | Description | |---------|----------|-------------| | snInstanceUrl | Yes | e.g. https://dev199497.service-now.com | | snUsernameRef | Yes | Secret ref for SN username | | snPasswordRef | Yes | Secret ref for SN password | | snWebhookSecretRef | Yes | Secret ref for inbound webhook verification | | targetCompanyId | Yes | Paperclip company for new issues | | targetAgentId | Yes | Agent to assign new issues to | | targetProjectId | Yes | Project for new issues | | autoResolve | No | Auto-resolve SN incidents (default: true) | | syncWorkNotes | No | Sync comments to SN (default: true) |

SN Business Rule

Create on incident table, after insert:

(function executeRule(current, previous) {
    var rm = new sn_ws.RESTMessageV2();
    rm.setEndpoint('<PLUGIN_WEBHOOK_URL>');
    rm.setHttpMethod('POST');
    rm.setRequestHeader('Content-Type', 'application/json');
    rm.setRequestHeader('X-SN-Webhook-Secret', gs.getProperty('x_pc.webhook_secret'));
    rm.setRequestBody(JSON.stringify({
        number: current.getValue('number'),
        sys_id: current.getValue('sys_id'),
        short_description: current.getValue('short_description'),
        description: current.getValue('description'),
        priority: current.getValue('priority'),
        caller_id: current.getDisplayValue('caller_id'),
        assignment_group: current.getDisplayValue('assignment_group'),
        category: current.getValue('category'),
        subcategory: current.getValue('subcategory')
    }));
    rm.executeAsync();
})(current, previous);

License

MIT