ServiceNow#

Overview#

The ServiceNow app connects EDA to a ServiceNow instance and creates incidents from matching EDA state.

It exposes four resources:

• Instance: namespace-scoped connection details for a ServiceNow instance.
• Incident: namespace-scoped incident generator that references one or more Instance objects.
• ClusterInstance: cluster-scoped connection details created in the EDA base namespace.
• ClusterIncident: cluster-scoped incident generator created in the EDA base namespace.

Installation#

Install the app from EDA Store or with kubectl:

apiVersion: appstore.eda.nokia.com/v1
kind: AppInstaller
metadata:
  name: service-now-install
  namespace: eda-system
spec:
  operation: install
  apps:
    - appId: snow.eda.nokia.com
      catalog: eda-catalog-builtin-apps
      version:
        value: v4.0.0

cat << 'EOF' | kubectl apply -f -
apiVersion: appstore.eda.nokia.com/v1
kind: AppInstaller
metadata:
  name: service-now-install
  namespace: eda-system
spec:
  operation: install
  apps:
    - appId: snow.eda.nokia.com
      catalog: eda-catalog-builtin-apps
      version:
        value: v4.0.0

EOF

Getting Started#

The setup has two steps:

1. Create an Instance or ClusterInstance that can authenticate to ServiceNow.
2. Create an Incident or ClusterIncident that references that instance and defines a query source.

ServiceNow Credentials Secret#

Each instance references a Kubernetes secret through spec.clientCredentials.

The secret must contain these keys:

• client_id
• client_secret
• username
• password

When the secret is referenced by name, the app looks for it in the namespace where Instance is defined. You can also refer to a secret by namespace/name to explicitly set the namespace the secret resides in.

Example credentials secret in namespace eda:

apiVersion: v1
kind: Secret
metadata:
  name: sn-creds
  namespace: eda
type: Opaque
data:
  client_id: <base64-encoded-client-id>
  client_secret: <base64-encoded-client-secret>
  username: <base64-encoded-username>
  password: <base64-encoded-password>

cat << 'EOF' | kubectl apply -f -
apiVersion: v1
kind: Secret
metadata:
  name: sn-creds
  namespace: eda
type: Opaque
data:
  client_id: <base64-encoded-client-id>
  client_secret: <base64-encoded-client-secret>
  username: <base64-encoded-username>
  password: <base64-encoded-password>
EOF

Instance Resource#

An instance defines how EDA connects to ServiceNow.

Important fields:

• url: base URL of the ServiceNow instance.
• version: optional ServiceNow API version, for example v2.
• clientCredentials: secret reference containing OAuth and user credentials.
• timeout, retryInterval, retryCount: request behavior for ServiceNow API calls.

After the resource is created, the controller continuously checks connectivity and updates:

• status.reachable
• status.errorReason
• status.lastChecked

Example namespace-scoped Instance:

apiVersion: snow.eda.nokia.com/v1alpha1
kind: Instance
metadata:
  name: instance-sample
  namespace: eda
spec:
  url: https://your-instance.service-now.com
  version: v2
  clientCredentials: sn-creds
  timeout: 15s
  retryInterval: 5s
  retryCount: 5

cat << 'EOF' | kubectl apply -f -
apiVersion: snow.eda.nokia.com/v1alpha1
kind: Instance
metadata:
  name: instance-sample
  namespace: eda
spec:
  url: https://your-instance.service-now.com
  version: v2
  clientCredentials: sn-creds
  timeout: 15s
  retryInterval: 5s
  retryCount: 5

EOF

Incident Resource#

An Incident or ClusterIncident subscribes to EDA state and creates incidents in all referenced ServiceNow instances.

Important fields:

• enabled: whether the incident generator is active.
• instance: list of instance names to use as destinations.
• sources.query.table: the EDA table to watch.
• sources.query.where: filter applied to the subscription.
• sources.query.fields: optional list of fields to fetch. If omitted, all fields of the subscribed table are used.
• sources.query.autoResolve: resolves matching ServiceNow incidents when the object disappears.

The controller generates a deterministic correlation_id from the incident name and object path. When autoResolve is enabled, it looks up incidents with that correlation ID and updates them to a resolved state.

Query Templates#

The query source builds the ServiceNow incident body using Go templates. Common fields include:

• shortDescription
• description
• callerId
• assignedTo
• assignmentGroup
• state
• priority
• urgency
• impact
• category
• subCategory
• closeCode
• closeNotes
• resolutionCode
• cmdbci
• location
• customFields[]

Because many returned keys contain dots, index is usually the easiest way to reference them, for example {{ index . "node.name" }}.

For a namespace-scoped Incident, paths that start with .namespace are automatically rewritten so the subscription stays inside that namespace.

Example Incident:

apiVersion: snow.eda.nokia.com/v1alpha1
kind: Incident
metadata:
  name: incident-sample
  namespace: eda
spec:
  description: Interface incident sample
  enabled: true
  instance:
    - instance-sample
  sources:
    query:
      table: .namespace.node.srl.interface
      fields:
        - oper-state
        - admin-state
      where: 'name = "ethernet-1/1" AND admin-state = "disable"'
      autoResolve: true
      shortDescription: '{{ index . "node.name" }}-{{ index . "interface.name" }}-{{ index . "oper-state" }}'
      description: 'Interface {{ index . "interface.name" }} has oper-state {{ index . "oper-state" }} and admin-state {{ index . "admin-state" }} on node {{ index . "node.name" }}'
      callerId: admin
      assignedTo: Incident.Manager
      assignmentGroup: Incident Management
      state: "1"
      priority: "1"
      urgency: "1"
      impact: "1"
      category: Network
      location: Sunnyvale, CA
      customFields:
        - name: field1
          value: value1
        - name: field2
          value: value2

cat << 'EOF' | kubectl apply -f -
apiVersion: snow.eda.nokia.com/v1alpha1
kind: Incident
metadata:
  name: incident-sample
  namespace: eda
spec:
  description: Interface incident sample
  enabled: true
  instance:
    - instance-sample
  sources:
    query:
      table: .namespace.node.srl.interface
      fields:
        - oper-state
        - admin-state
      where: 'name = "ethernet-1/1" AND admin-state = "disable"'
      autoResolve: true
      shortDescription: '{{ index . "node.name" }}-{{ index . "interface.name" }}-{{ index . "oper-state" }}'
      description: 'Interface {{ index . "interface.name" }} has oper-state {{ index . "oper-state" }} and admin-state {{ index . "admin-state" }} on node {{ index . "node.name" }}'
      callerId: admin
      assignedTo: Incident.Manager
      assignmentGroup: Incident Management
      state: "1"
      priority: "1"
      urgency: "1"
      impact: "1"
      category: Network
      location: Sunnyvale, CA
      customFields:
        - name: field1
          value: value1
        - name: field2
          value: value2

EOF

Cluster-Scoped Resources#

Use ClusterInstance and ClusterIncident when you want to manage ServiceNow integration from the EDA base namespace.

The fields are the same as the namespace-scoped resources, but:

• ClusterInstance must exist in the EDA base namespace.
• ClusterIncident references ClusterInstance names.
• Query subscriptions are not namespace-rewritten, so they can watch cross-namespace data.

Advanced Configuration#

The app installer exposes the following runtime settings:

• snowCpuLimit: CPU limit for the controller.
• snowMemoryLimit: memory limit for the controller.
• snowProxyConfig: config map name used for HTTP_PROXY, HTTPS_PROXY, and NO_PROXY.

If you need a proxy, create or reuse a config map such as proxy-config in the EDA base namespace with those standard keys.