ServiceNow Manage

ServiceNow Manage

ServiceNow tickets, work notes, document links, status updates, work logs, and To-Do dashboards inside Obsidian.

This is an independent community project. It is not affiliated with, endorsed by, or provided by ServiceNow or Obsidian.

Maintainer: thkim9916 · [email protected]

Requirements and disclosures

• Obsidian Desktop 1.11.5 or later. Mobile is not supported because the plugin uses desktop OAuth callback and Electron/Node APIs.
• A ServiceNow account and an approved API token are required only for ServiceNow synchronization. Local note and To-Do features remain available without a connection.
• Google Drive integration is optional and requires a user-supplied Google Desktop OAuth JSON file and a Google account with access to the target files.
• Organization-specific status guides, SLA rules, and AI templates are not bundled. They appear only after the user imports a separately supplied ServiceNow Manage work guide pack and enables work guide features.
• The plugin connects only to the ServiceNow instance configured by the user, Google OAuth/Drive when enabled, Nager.Date for optional public-holiday lookup, and a translation provider selected through an optional translation plugin.
• The plugin has no developer-operated backend, client telemetry, analytics, advertising, or automatic self-update mechanism.
• Tokens and client secrets are stored with Obsidian Secret Storage. Do not put tokens, OAuth JSON, data.json, or organization packs in a public repository or GitHub Release.
• Ticket details and downloaded documents are written to the user's Vault. Users are responsible for Vault access, backup, and sync permissions.

See PRIVACY.md and SECURITY.md.

Main features

• Create CR/SR ticket notes and related work-note views.
• Refresh ticket metadata and work notes from ServiceNow.
• Search, sort, filter, translate, copy, and date-filter work notes.
• Create work logs and To-Dos from ticket notes or a dashboard.
• View To-Dos as a three-state board with due dates, completion dates, search, details, and pagination.
• Maintain a configurable ticket dashboard with persistent columns, sorting, filters, widths, and field order.
• Optionally discover BS links from a description and FS/DS/UT files from Google Drive naming conventions.
• Optionally generate organization-specific AI prompts when an organization pack is installed.
• Schedule daily status refresh and optional work-note refresh.
• Configure the CR, SR, and Incident ServiceNow table names for different instances.

First setup

The first time the plugin starts, it opens a setup wizard. The wizard checks these items without bundling any organization credentials:

1. Choose the Vault root folder. New installations use ServiceNow.
2. Enter the full ServiceNow instance URL and, when applicable, a Bearer Token issued for the user or organization.
3. Optionally import a Google Desktop OAuth JSON file or paste the JSON content.
4. Optionally import a separately supplied work guide pack.
5. Review the summary and finish.

Selecting Set up later dismisses the automatic wizard without disabling the plugin. Open it again from Settings → ServiceNow Manage → Initial setup wizard or from the command palette. All individual options remain available in the normal settings page.

After the wizard, change the CR/SR API table names under advanced settings if the instance uses custom tables. Optionally connect the Google account, enable document automation, translation, scheduled refresh, and public-holiday lookup.

Never use a browser session cookie or another person's token as an API token.

Work guide packs

A work guide pack is a local JSON file supplied separately by an organization. It can contain:

• CR/SR status guides;
• organization SLA/due-date rules;
• an AI prompt template;
• CR/SR AI analysis templates;
• optional feature flags.

Import it from Settings → ServiceNow Manage → Work guide pack → Import JSON. Uploading a newer pack replaces the active guide, rules, and feature configuration. The plugin copies the validated pack to its local plugin directory as organization-pack.json. This file is intentionally excluded from the public source repository.

Without a pack, status-guide and organization AI-prompt controls are hidden. Removing or disabling the pack hides those controls but does not delete user-authored Vault notes.

Google OAuth JSON is not a work-guide-pack license or access-control mechanism. Desktop OAuth client IDs can be copied and are not a secure way to authorize private workflow content.

See ORGANIZATION_PACK.md for the schema, a credential-free example, and safe distribution guidance.

Work guide packs may be revised and distributed independently of plugin releases. Keep the same packId, increment the optional version, and import the newer JSON with Replace pack. Runtime guides and rules use the replacement immediately. Existing user-edited Vault templates are preserved rather than overwritten.

Google Drive

Google Drive integration is optional. Import a Google Desktop OAuth JSON file, connect a Google account, and grant read-only Drive access. The client secret and account tokens use Obsidian Secret Storage; the client ID and non-secret connection metadata use normal plugin settings.

The built-in document rules are conventions, not universal ServiceNow behavior. Disable document automation if an organization uses different BS/FS/DS/UT locations or naming rules.

Translation

Translation is optional and uses a compatible Obsidian translation plugin/provider configured by the user. Provider limits, billing, privacy, and retention are controlled by that provider.

Data and removal

Disabling or uninstalling ServiceNow Manage does not delete ticket Markdown files, downloaded documents, work logs, or To-Dos. Disconnect ServiceNow and Google first if the stored credentials must be removed from Secret Storage.

Community release

Before a public release:

1. Run npm test.
2. Run npm run security:audit.
3. Run npm run release:check.
4. Confirm that manifest.json, package.json, versions.json, and the GitHub tag use the same version.
5. Attach main.js, manifest.json, and styles.css as individual GitHub Release assets.
6. Never publish data.json, OAuth JSON, organization-pack.json, private work guide packs, Vault contents, credentials, or company documents.

See COMMUNITY_RELEASE_CHECKLIST.md for the complete release checklist.

Updating and releasing later versions

The maintainer can continue using and modifying the development copy after the first Community Plugin release. Publish a new GitHub Release whenever a tested plugin update is ready:

• patch (2.0.1) for compatible fixes;
• minor (2.1.0) for compatible features;
• major (3.0.0) for breaking changes or migrations.

Update manifest.json, package.json, and versions.json together, run all release checks, create a GitHub tag exactly matching the version, and attach main.js, manifest.json, and styles.css. Obsidian can then offer the new release to existing users through the Community Plugin update flow. A work-guide-pack-only content update does not require a plugin version change while its schema remains compatible.