ServiceNow

Let your agents read and manage ITSM records in ServiceNow — list and create incidents, update tickets, query users, groups, change requests, problems and knowledge articles via the Table API.

Connection

Authentication: API key (Username:Password).
Required settings:
- Instance — The subdomain from https://<instance>.service-now.com

Go to your ServiceNow instance → Users icon (top-right) → Edit profile → HTTP Credentials → Generate HTTP Password. Enter the credential as username:password (your integration account, not your personal login). The account needs the roles itil, rest_api_explorer and snc_basic_auth_api_access (recent instances block Basic auth for any other account: System Properties glide.authenticate.basic_auth.restriction.enforce). A free Personal Developer Instance is available at developer.servicenow.com.See ServiceNow’s documentation.

Read actions (9)

Action	Description
`get_incident`	Get a single incident by sys_id.
`get_record`	Get a single record from any table by sys_id.
`list_change_requests`	List change requests. Optionally filter by query, select fields and paginate.
`list_groups`	List user groups. Optionally filter by query, select fields and paginate.
`list_incidents`	List incidents, filterable by encoded query (sysparm_query), fields and pagination.
`list_knowledge_articles`	List knowledge articles. Optionally filter by query, select fields and paginate.
`list_problems`	List problems. Optionally filter by query, select fields and paginate.
`list_records`	List records from any table. The table must exist in your ServiceNow instance. Pass the table name as tableName, e.g. “incident”, “cmdb_ci_server”, “sc_request”.
`list_users`	List user records. Optionally filter by query, select fields and paginate.

Write actions (4)

Action	Description
`create_incident`	Create an incident. Required: short_description (string). Optional: description (string, body text), urgency (integer 1=High 2=Medium 3=Low), impact (integer 1=High 2=Medium 3=Low), caller_id (string, sys_id of the calling user), assignment_group (string, sys_id of the group), category (string, e.g. “software”, “hardware”, “network”).
`create_record`	Create a record in any table. Pass the table name and a fields object with the column values. The table must exist and your account must have create access.
`update_incident`	Update an incident by sys_id. Optional fields: state (integer 1–7, e.g. 6=Resolved, 7=Closed), work_notes (string, internal work notes), comments (string, customer-visible comments), assigned_to (string, sys_id of assignee), priority (integer 1–5).
`update_record`	Update a record in any table by sys_id. Pass the fields to update as a fields object.

Permissions

Every action above must be explicitly granted to an agent before it can be used. See Permissions for the grant model and Security for how credentials are protected.

Using integrations

Communication

Scheduling

Project management

Docs & design

Files & storage

CRM & sales

Customer support

HR & recruiting

Commerce & billing

Developer tools

Observability & analytics

AI & media

Connection

Read actions (9)

Write actions (4)

Permissions

​Connection

​Read actions (9)

​Write actions (4)

​Permissions

Connection

Read actions (9)

Write actions (4)

Permissions