Implement direct ServiceNow PR governance

[michaeljguarino]

This is a common ask, and it seems like a lot of orgs don't have bandwidth to implement themselves. The intended workflow is described in the governance impl, and seems to imitate the common ticket workflows I've seen.

Test Plan

unit tests

Checklist

• If required, I have updated the Plural documentation accordingly.
• I have added tests to cover my changes.
• I have added a meaningful title and summary to convey the impact of this PR to a user.

Plural Flow: console

[linear]

PROD-4467 add first class servicenow pr governance controller

[greptile-apps]

Greptile Summary

Implements ServiceNow integration for PR governance, enabling automated change request creation and lifecycle management synchronized with PR workflows.

Key Changes

• New ServiceNow client with Change Management API support
• Governance workflow: PR creation → ServiceNow change → approval → merge → closure
• AI-powered generation of ServiceNow change attributes using LLM tool calls
• State machine for walking through ServiceNow change states with retries
• Polling pipeline for auto-merging approved governance PRs
• Database schema additions for governance type and polling timestamps

Implementation Details

The workflow synchronizes PR lifecycle with ServiceNow changes:

1. PR creation triggers ServiceNow change request with AI-generated attributes
2. ServiceNow approval moves change to implement state and approves PR
3. PR merge walks through ServiceNow states to close successfully
4. PR close cancels the ServiceNow change

The implementation includes comprehensive unit tests and uses encrypted storage for ServiceNow credentials.

Confidence Score: 4/5

• Safe to merge with standard review - well-tested implementation with minor areas for potential improvement
• Solid implementation with comprehensive tests and proper error handling. The ServiceNow state machine is well-designed with retry logic. Minor deduction for the complexity of the state walking logic and AI-powered attribute generation which may need real-world validation
• Pay attention to lib/console/deployments/pr/governance/impl/service_now.ex for the state machine logic and AI attribute generation

Important Files Changed

Filename	Overview
lib/console/deployments/pr/governance/impl/service_now.ex	New ServiceNow governance implementation with proper workflow state machine and AI-powered change attribute generation
lib/console/clients/service_now/client.ex	ServiceNow API client with proper authentication and error handling
lib/console/deployments/pr/governance/provider.ex	Updated provider router to support ServiceNow governance with proper error handling
lib/console/schema/pr_governance.ex	Added ServiceNow configuration schema with encrypted password field
lib/console/pipelines/pr_governance/pipeline.ex	Pipeline consumer for auto-merging approved governance PRs
test/console/deployments/pr/governance/service_now_test.exs	Comprehensive unit tests covering open, confirm, and close workflows

_{Last reviewed commit: eec368d}

[greptile-apps]

_{63 files reviewed, 2 comments}

_{Edit Code Review Agent Settings | Greptile}

[michaeljguarino]

@greptileai