> ## Documentation Index
> Fetch the complete documentation index at: https://docs.atako.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

> Connect ServiceNow to your Atako agents — 9 read and 4 write actions.

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

<Note>
  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](https://developer.servicenow.com/dev.do#!/reference/api/latest/rest/c_TableAPI).
</Note>

## 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](/integrations/permissions) for the grant model and [Security](/integrations/security) for how credentials are protected.