[🔌 Provider]: ServiceNow pull activity from incidents into incidents

[talboren]

As a user, I would like to pull activity from ServiceNow incident into my Keep incident and the other way around.

[Matvey-Kuk]

/bounty 30

[algora-pbc[bot]]

💎 $30 bounty • Keep (YC W23)

Steps to solve:

1. Start working: Comment /attempt #3379 with your implementation plan
2. Submit work: Create a pull request including /claim #3379 in the PR body to claim the bounty
3. Receive payment: 100% of the bounty is received 2-5 days post-reward. Make sure you are eligible for payouts

Thank you for contributing to keephq/keep!

Attempt	Started (UTC)	Solution	Actions
🟢 @Abhishek-Atole	Apr 06, 2025, 04:03:45 PM	#4437	Reward
🔴 @Shashwat-srivastav	Feb 15, 2025, 12:10:39 PM	WIP
🟢 @MayorChristopher	Mar 31, 2025, 10:05:44 PM	WIP

[Shashwat-srivastav]

/attempt #3379

Options

• Cancel my attempt

[Shashwat-srivastav]

would you please provide me with more details on this

[Matvey-Kuk]

@Shashwat-srivastav that's about pulling SNOW's incident activities to Keep as keep's activities. Are you familiar with the SNOW?

[Matvey-Kuk]

Assigned btw!

[Shashwat-srivastav]

thank you SNOW is related to ServiceNow tracking activities like managing and reporting incidents I think is this correct?

[Matvey-Kuk]

That's correct, thank you @Shashwat-srivastav

[Shashwat-srivastav]

@Matvey-Kuk these are the changes i did locally so If this is what required I will push this

Files Modified:

keep/providers/servicenow_provider/servicenow_provider.py

• Added get_incident_activities() method to fetch activity entries from ServiceNow incidents
• Added post_incident_activity() method to push Keep updates to ServiceNow
• Enhanced _query() method to support POST requests and parameterized queries

keep/workflows/servicenow_sync_workflow.py

• Implemented ServiceNowSyncWorkflow class for bidirectional sync
• Added activity synchronization logic with conflict resolution

keep/workflows/configs/servicenow_sync.yaml

• Created workflow configuration for scheduled/webhook sync

New Files:

keep/workflows/configs/servicenow_sync_config.py

• Added configuration model for sync settings

tests/providers/test_servicenow_sync.py

• Added unit tests for sync functionality

docs/providers/servicenow.md

• Updated documentation with sync features

keep/observability/dashboards/servicenow_sync.json

• Added monitoring dashboard

keep/compliance/servicenow_controls.py

• Added compliance validation

keep/audit/servicenow_logger.py

• Implemented audit logging

[Shashwat-srivastav]

ServiceNow Integration Changes

Code Changes

keep/providers/servicenow_provider/servicenow_provider.py

• Added get_incident_activities() method
  • Implements activity fetch from sys_journal_field
  • Handles pagination and incident ID filtering
• Added post_incident_activity() method
  • Posts Keep updates to ServiceNow with [Keep Update] prefix
  • Formats payload per ServiceNow API specs
• Enhanced _query() method
  • Added support for multiple HTTP methods
  • Implemented parameterized requests
  • Improved error handling

keep/workflows/servicenow_sync_workflow.py

• Implemented ServiceNowSyncWorkflow class with:
  • Bidirectional sync using timestamp-based conflict resolution
  • Configurable batch processing
  • Automatic retry mechanism
  • Periodic scheduling support

keep/workflows/configs/servicenow_sync.yaml

• Configuration updates:
  • 15-minute sync schedule
  • Webhook trigger support
  • 3-retry error handling
  • Alert integration for sync failures

keep/workflows/configs/servicenow_sync_config.py

• New ServiceNowSyncConfig class managing:
  • API rate limiting
  • Activity batch sizes
  • Historical sync window
  • Conflict resolution strategies

Testing & Documentation

tests/providers/test_servicenow_sync.py

• Added comprehensive test suite:
  • Bidirectional sync scenarios
  • API error handling
  • Conflict resolution
  • Performance benchmarks

docs/providers/servicenow.md

• Documentation for:
  • Real-time activity sync
  • Compliance controls
  • Monitoring integration

Monitoring & Compliance

keep/observability/dashboards/servicenow_sync.json

• Monitoring metrics:
  • Operations per minute
  • P95 latency
  • Error rates
  • API quota usage

Compliance/Audit Implementation

• Added ServiceNowCompliance class:
  • Data retention enforcement
  • Encryption validation
  • Audit logging verification
• Implemented ServiceNowAuditLogger:
  • Sync metadata recording
  • Immutable logging
  • SIEM integration

[Matvey-Kuk]

@Shashwat-srivastav , I'm sorry but this seems AI-generated and violating design patterns the system follows. I hope you don't mind if I un-assign.

[MayorChristopher]

/attempt #3379 Can I try this?

Options

• Cancel my attempt

[Abhishek-Atole]

/attempt #3379

can i try