ServiceNow evidence adapter

ServiceNow task lifecycle webhooks, case linking, ingress headers, and servicenow-change process template findings.

Shipped first-party adapter: kiket-ext-servicenow (normalization in the extension repo).

What it ingests

servicenow:record_created      -> case.updated      (servicenow_task evidence)
servicenow:record_updated      -> case.updated      (servicenow_task evidence)
servicenow:comment_created     -> evidence.observed (servicenow_comment evidence)
servicenow:work_note_created   -> evidence.observed (servicenow_comment evidence)

Link operational cases by embedding case: <uuid> in the ServiceNow record description or comment/work note body.

Event source

{
  "sourceKey": "servicenow-changes",
  "sourceSystem": "servicenow",
  "displayName": "ServiceNow change tasks",
  "ingestionMode": "webhook",
  "configuration": {
    "webhookSecret": "…"
  }
}

Webhook endpoint

POST /api/v1/integrations/servicenow/webhook

Required headers:

X-Kiket-Organization-Id
X-Kiket-Event-Source-Key

Optional shared secret: store webhookSecret on the event source configuration (sealed at rest). Invalid signatures are quarantined.

Process template

Use the servicenow-change definition pack (.kiket/workflows/servicenow-change.yaml) for divergence checks on owner assignment and status alignment.

Findings this unlocks

Case status diverges from ServiceNow record status evidence
Missing owner on in-progress work
Required ServiceNow record evidence missing before case completion

See also extension adapters and the extensions execution plan.

Adapter package

@kiket/ext-servicenow in the Kiket monorepo; extension manifest in kiket-ext-servicenow. Pair with the servicenow-change definition pack from the template gallery.