I’m working on building a flexible integration between my security product and ServiceNow that allows my customers to automatically create new incidents in ServiceNow whenever an incident is created in my platform.
Since ServiceNow setups can vary significantly between customers (custom workflows, fields, business rules, etc.), I want to ensure the integration is flexible enough to accommodate different customer configurations without adding unnecessary complexity or overhead.
Are there any best practices, guidelines, or recommended approaches to achieve this type of integration? Specifically, I’m looking for advice on:
- Integration methods: Should I use APIs, webhooks, or ServiceNow's IntegrationHub?
- Flexibility: How can I design the integration to support different customer-specific configurations?
- Documentation or resources: Are there any guides or tutorials you’d recommend for implementing such integrations?
