I hope you are well.
We have been on a rather lengthy journey trying to automate ServiceNow within our organisation using UiPath and we have faced many challenges, like API restrictions (this ranges from not being able to use the package because of permission issues all the way to the number of API calls made per minute\hour\day), front end automation is what we ended up going with as an interim solution.
Some of the considerations might include:
- Using either package (which most likely uses the API) would result in very little selector issues (if any). It would also allow for much faster access to data as well as executing actions faster
- API access does come with certain limits, depending on the actions you’d like to execute. It is important to consider this when mapping out the process and tasks involved (in conjunction with the use case)
- Ensure that there are no restrictions placed on the account (like for example, being able to create requests through the backend but not incidents or vice versa)
- Size of the organisation, size of data set and number of users on the platform also contribute as factors that should be taken into consideration
Like I said, we ended up going with the front end automation as an interim due to the restrictions that we have run into.
Please feel free to reach out if you have any more questions!