ServiceNow Project — Integration & Automation Suite

A collection of production-ready ServiceNow scripts covering catalog automation, Flow Designer workflows, inbound email processing, external integrations, and a fully scoped custom application.

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Files

File	Description
Automated Catalog Item	Script Include, Client Scripts & Business Rules for automated catalog item ordering, variable auto-population, duplicate prevention, and fulfillment routing
Automated Workflow by Flow Designer	Flow Designer custom actions for change risk evaluation, task auto-generation, stakeholder notifications, emergency fast-track subflow, and daily approval digest job
Incident Generation from Inbound Email Action	Inbound Email Action that parses raw emails into Incidents with smart keyword-based category/priority inference, duplicate detection via thread tracking, and auto-acknowledgement
ServiceNow Bidirectional Integration with JIRA	JiraIntegration Script Include + Business Rules + Scripted REST webhook for real-time two-way sync of Incidents/Changes with JIRA issues (status, priority, comments)
ServiceNow Custom Scoped Application	AssetLifecycleManager scoped app (x_custom_asset_mgr) for hardware asset lifecycle: procurement → deployment → maintenance → retirement with cost tracking and REST APIs
ServiceNow Integration with Spotify	SpotifyIntegration Script Include using OAuth 2.0 to control playback, auto-pause on P1 incidents, run focus sessions for on-call engineers, and fulfill playlist catalog requests

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Setup

Common Steps

1. Copy script content into the appropriate ServiceNow script editor (Script Include, Business Rule, Inbound Email Action, Scripted REST API, or Flow Designer Action).
2. Set required System Properties listed at the bottom of each file.
3. Enable each integration by setting <integration>.enabled = true in System Properties.

JIRA Integration

• Create a JIRA API token at id.atlassian.com/manage-profile/security/api-tokens.
• Set properties: jira.integration.base_url, jira.integration.project_key, jira.integration.username, jira.integration.api_token.
• Configure a JIRA webhook pointing to /api/x_custom/jira/webhook for inbound sync.

Spotify Integration

• Register a Spotify app at developer.spotify.com/dashboard.
• Set redirect URI to https://<instance>.service-now.com/api/x_custom/spotify/callback.
• Required scopes: user-read-playback-state, user-modify-playback-state, user-read-currently-playing, playlist-modify-private, playlist-read-private.
• Users authorize via OAuth; refresh tokens are stored per-user as system properties.

Custom Scoped Application

• Create application scope x_custom_asset_mgr in Studio.
• Create tables as defined in the Table Definitions section of the file.
• Deploy Script Include, Business Rules, and REST APIs within the scope.

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Architecture Notes

• All external HTTP calls use sn_ws.RESTMessageV2 (no XMLHTTPRequest).
• Tokens are cached using gs.putCacheEntry / gs.getCacheEntry to minimize auth calls.
• Business Rules that call external APIs guard against recursive updates via u_<integration>_sync_in_progress flags.
• Inbound Email Actions use message-ID threading before falling back to subject-line INC number extraction.
• The scoped application enforces lifecycle state machine transitions — invalid transitions are rejected with a clear error message.

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Requirements

• ServiceNow release: Utah or later (Flow Designer actions, sn_ws.RESTMessageV2, scoped apps)
• JIRA: Cloud (Atlassian API v3)
• Spotify: Web API (requires active Spotify Premium for playback control)