Service Desk integration with ServiceNow

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Problem to solve

For a customer who currently uses ServiceNow as a front-end to user requests and GitLab for DevOps, it would be beneficial to allow the closure of a GitLab issue to close the original ServiceNow ticket.

Intended users

Support Engineers

Further details

Use Case

• Ticket comes in via ServiceNow and is triaged
• Issue is created in GitLab
• Issue is resolved in GitLab
• Would be nice to have callback to close ServiceNow ticket

Proposal

Utilize ServiceNow API to close the ticket upon closure of the GitLab issue.

Permissions and Security

No permissions / security concerns

Documentation

Testing

What does success look like, and how can we measure that?

• Successfully close ServiceNow tickets via the closure of a GitLab issue.
• Adoption by customers who utilize ServiceNow

What is the type of buyer?

GitLab Premium users, as this offers similar benefits as our Service Desk feature.

Links / references