ServiceNow

SKILL.md

---
name: servicenow-it
description: ServiceNow IT Service Management integration with API key authentication. Manage incidents, problems, change requests, tasks, CMDB records, service catalog items, and IT operations via the ServiceNow REST API.
---

# ServiceNow

![ServiceNow](https://raw.githubusercontent.com/ClawLink-HQ/clawlink/main/public/images/brand-logos/servicenow.png)

Connect to ServiceNow to manage IT Service Management operations including incidents, problems, change requests, tasks, CMDB records, service catalog items, and configuration management workflows.

This skill uses [ClawLink](https://claw-link.dev/?utm_source=clawhub&utm_medium=referral&utm_content=servicenow-it) for hosted connection flows and credentials so you do not need to configure ServiceNow API access yourself.

### Setup in 3 Steps

| Step 1: Install | Step 2: Pair Account | Step 3: Connect ServiceNow |
|:---:|:---:|:---:|
| ![Install](https://raw.githubusercontent.com/ClawLink-HQ/clawlink/main/public/images/pairing/initialstep_1.gif) | ![Pair](https://raw.githubusercontent.com/ClawLink-HQ/clawlink/main/public/images/approve_process.gif) | *App-specific connection GIF coming soon* |
| Run the install command in OpenClaw | Sign in and approve the device | Open the dashboard and connect ServiceNow |

## How It Works

```
┌─────────────────┐     ┌──────────────┐     ┌──────────────────┐
│   OpenClaw      │────▶│   ClawLink   │────▶│  ServiceNow API  │
│   (User Chat)   │     │   (Proxy)    │     │  (ITSM, CMDB,    │
│                 │     │              │     │   Catalog)       │
└─────────────────┘     └──────────────┘     └──────────────────┘
         │                    │                      │
         │  1. Install Plugin │                      │
         │  2. Pair Device    │                      │
         │  3. Connect ServiceNow │                  │
         │                    │  4. API Key Proxy    │
         │                    │  5. Request Forward │
         │                    │                     │
         ▼                    ▼                     ▼
   ┌──────────┐        ┌──────────┐         ┌──────────┐
   │   SKILL  │        │ Dashboard│         │ServiceNow│
   │   File   │        │   Auth   │         │  Instance│
   └──────────┘        └──────────┘         └──────────┘
```

## Install

Install the verified ClawLink plugin from ClawHub. After the user confirms, complete the full setup so ClawLink tools are visible in the next OpenClaw chat.

```bash
openclaw plugins install clawhub:clawlink-plugin
openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart
```

Then tell the user: "OpenClaw has been restarted. Send `/new` as a standalone message to start a fresh chat, then ask for ServiceNow again."

## Quick Start

```bash
# Get account verification status
clawlink_call_tool --tool "sendgrid_completed_steps"

# Create a new contact
clawlink_call_tool --tool "sendgrid_add_or_update_a_contact" --params '{"contacts": [{"email": "alice@example.com", "first_name": "Alice", "last_name": "Smith"}]}'

# Create a transactional template
clawlink_call_tool --tool "sendgrid_create_a_transactional_template" --params '{"name": "Welcome Email Template"}'
```

## Authentication

All ServiceNow tool calls are authenticated automatically by ClawLink using your ServiceNow API credentials stored securely in the dashboard.

**No API key is required in chat.** ClawLink injects your credentials into every ServiceNow REST API request on your behalf.

### Getting Connected

1. Install the ClawLink plugin (see Install above).
2. Pair the plugin with `clawlink_begin_pairing` if it is not configured yet.
3. Open https://claw-link.dev/dashboard?add=servicenow and connect ServiceNow with your instance URL and credentials.
4. Call `clawlink_list_integrations` to verify the connection is active.

## Connection Management

### List Connections

```bash
clawlink_list_integrations
```

**Response:** Returns all connected integrations. Look for `servicenow` in the list.

### Verify Connection

```bash
clawlink_list_tools --integration servicenow
```

**Response:** Returns the live tool catalog for ServiceNow.

### Reconnect

If ServiceNow tools are missing or the connection shows an error:

1. Direct the user to https://claw-link.dev/dashboard?add=servicenow
2. After they confirm, call `clawlink_list_integrations` to verify
3. Then call `clawlink_list_tools --integration servicenow`

## Security & Permissions

- Access is scoped to the ServiceNow instance and tables associated with the connected credentials.
- **All write operations require explicit user confirmation.** Before executing any create, update, or delete call, confirm the target resource and intended effect with the user.
- Destructive actions (delete record, delete attachment) are marked as high-impact and must be confirmed.
- CMDB operations (create/update CI, identify-reconcile) affect the Configuration Management Database — confirm changes before proceeding.

## Tool Reference

### Incident Management

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_incident` | Create a new incident record (service outage, system failure, user-reported issue) | Write |
| `servicenow_create_incident1` | Create a new incident record with incident-specific fields (urgency, impact, severity, state) | Write |
| `servicenow_create_table_incident` | Create a new incident in the ServiceNow incident table using the Table API | Write |

### Problem Management

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_a_record` | Create a new record in a specified ServiceNow table (incident, problem, change_request, task, sys_user) | Write |

### Change Management

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_sn_chg_rest_change` | Create a new change request via the Change Management REST API | Write |
| `servicenow_create_sn_chg_rest_change_normal` | Create a normal change request (standard CAB approval workflow) | Write |
| `servicenow_create_sn_chg_rest_change_standard` | Create a standard change request from a pre-approved template | Write |
| `servicenow_create_sn_chg_rest_change_emergency` | Create an emergency change request (bypasses standard approval) | Write |
| `servicenow_create_sn_chg_rest_change_conflict` | Start the conflict checking process for a change request | Write |
| `servicenow_cancel_change_conflict_check` | Cancel an active conflict checking process for a change request | Write |
| `servicenow_create_sn_chg_rest_change_ci` | Associate configuration items (CIs) with a change request | Write |
| `servicenow_create_sn_chg_rest_change_task` | Create a new task for a change request | Write |

### CMDB Operations

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_cmdb_instance` | Create a single Configuration Item (CI) in the CMDB | Write |
| `servicenow_create_update_cmd_ci` | Create or update CIs using the Identification and Reconciliation Engine (IRE) | Write |
| `servicenow_create_cmdb_instance_relation` | Create inbound/outbound relations for a CI in the CMDB | Write |
| `servicenow_create_cmdb_ingest` | Bulk-import records into a ServiceNow Import Set staging table | Write |
| `servicenow_create_identifyreconcile_enhanced` | Bulk-insert or update CIs with automatic identification and relationship creation | Write |
| `servicenow_create_identifyreconcile_query` | Query the Identify and Reconcile API to determine INSERT vs UPDATE for a CI | Read |
| `servicenow_create_identifyreconcile_queryenhanced` | Perform identification and reconciliation of CIs (may create/modify CIs) | Write |
| `servicenow_create_cmdb_app_service` | Create or update an application service in the CMDB | Write |
| `servicenow_create_cmdb_ci_linux_server` | Create a new Linux server CI in the CMDB | Write |
| `servicenow_create_ci_lifecycle_mgmt_operators` | Register a new operator for CI Lifecycle Management | Write |
| `servicenow_create_ci_lifecycle_mgmt_statuses` | Set operational state for one or more CIs | Write |
| `servicenow_create_cilifecyclemgmt_action` | Add or execute a CI lifecycle action for a Configuration Item | Write |

### Service Catalog

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_servic_catalog_items_add_to_cart` | Add a catalog item to the current user's shopping cart | Write |
| `servicenow_create_service_catalog_cart_checkout` | Check out the shopping cart and submit the order (irreversible) | Write |
| `servicenow_create_service_catalog_cart_submit_order` | Submit the shopping cart and create a service catalog request | Write |
| `servicenow_create_servicecatalog_items_order_now` | Order a catalog item immediately without cart checkout | Write |
| `servicenow_create_servicecatalog_items_checkout_guide` | Checkout an order guide with variable values | Write |
| `servicenow_create_servic_catalog_items_submit_producer` | Submit a Service Catalog item using the submit_producer endpoint | Write |

### Tasks & Interactions

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_interaction` | Create a new interaction record linked to incidents, problems, or cases | Write |
| `servicenow_create_interaction_close` | Close an existing interaction record | Write |

### Attachments

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_attach_file_to_record` | Attach a file to a specified record (incident, problem, change request) | Write |
| `servicenow_create_attachment_upload` | Upload a file as multipart/form-data attachment to a record | Write |
| `servicenow_delete_attachment_by_id` | Permanently delete an attachment by its sys_id | Write |
| `servicenow_delete_attachment_by_id_v1` | Permanently delete an attachment via the v1 API endpoint | Write |

### Import Sets

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_import` | Insert data into a staging table and trigger the transform map | Write |
| `servicenow_create_servicenow_import_insertmultiple` | Insert multiple records into a staging table and trigger transform | Write |

### CI Lifecycle Management

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_data_classification_classify` | Assign data classification labels to records (Public, Internal, Confidential) | Write |
| `servicenow_create_data_classification_clear` | Remove all data classifications from a record | Write |

### Push Notifications

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_push_installation` | Register a device token for push notifications from ServiceNow | Write |
| `servicenow_create_push_remove_installation` | Deactivate a device from receiving push notifications | Write |

### Service Operations

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_sn_ind_tsm_sdwan_troubleticket` | Create a new SD-WAN or network-related trouble ticket | Write |

### TMF Service Catalog

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_sn_tmf_service_category` | Create a new service category in the TMF Service Catalog | Write |

### Records Management

| Tool | Description | Mode |
|------|-------------|------|
| `servicenow_create_table` | Insert a new record into a specified ServiceNow table | Write |
| `servicenow_delete_a_record` | Permanently delete a specific record from a ServiceNow table | Write |

## Code Examples

### Create an incident

```bash
clawlink_call_tool --tool "servicenow_create_incident" \
  --params '{
    "short_description": "Server unreachable",
    "description": "Production server is not responding to ping",
    "impact": 2,
    "urgency": 2,
    "category": "network"
  }'
```

### Create a change request

```bash
clawlink_call_tool --tool "servicenow_create_sn_chg_rest_change_normal" \
  --params '{
    "short_description": "Deploy application update",
    "description": "Scheduled deployment of v2.3.0 to production",
    "category": "software",
    "type": "standard",
    "priority": 3
  }'
```

### Add an item to the service catalog cart

```bash
clawlink_call_tool --tool "servicenow_create_servic_catalog_items_add_to_cart" \
  --params '{"sys_id": "CATALOG_ITEM_SYS_ID", "quantity": 1}'
```

### Create a CMDB Linux server entry

```bash
clawlink_call_tool --tool "servicenow_create_cmdb_ci_linux_server" \
  --params '{
    "hostname": "web-server-01",
    "ip_address": "192.168.1.10",
    "os": "Ubuntu 22.04",
    "status": "operational"
  }'
```

### Create an attachment upload

```bash
clawlink_call_tool --tool "servicenow_create_attachment_upload" \
  --params '{
    "table_name": "incident",
    "table_sys_id": "INCIDENT_SYS_ID",
    "file_name": "screenshot.png"
  }'
```

## Discovery Workflow

1. Call `clawlink_list_integrations` to confirm ServiceNow is connected.
2. Call `clawlink_list_tools --integration servicenow` to see the live catalog.
3. Treat the returned list as the source of truth. Do not guess or assume what tools exist.
4. If the user describes a capability but the exact tool is unclear, call `clawlink_search_tools` with a short query and integration `servicenow`.
5. If no ServiceNow tools appear, direct the user to https://claw-link.dev/dashboard?add=servicenow.

## Execution Workflow

```
┌─────────────────────────────────────────────────────────────┐
│  READ OPERATIONS (Safe)                                     │
│  list → get → describe → call                                │
│                                                             │
│  Example: List incidents → Get details → Show results       │
└─────────────────────────────────────────────────────────────┘
                               │
                               ▼
┌─────────────────────────────────────────────────────────────┐
│  WRITE OPERATIONS (Require Confirmation)                    │
│  describe → preview → confirm → call                        │
│                                                             │
│  Example: Describe tool → Preview changes → User approves    │
│           → Execute create                                  │
└─────────────────────────────────────────────────────────────┘
```

1. For unfamiliar tools, ambiguous requests, or any write action, call `clawlink_describe_tool` first.
2. Use the returned guidance, schema, `whenToUse`, `askBefore`, `safeDefaults`, `examples`, and `followups` to shape the call.
3. Prefer read, list, and get operations before writes when that reduces ambiguity.
4. For writes or anything marked as requiring confirmation, call `clawlink_preview_tool` first.
5. Execute with `clawlink_call_tool`. Pass confirmation only after the preview matches the user's intent.
6. If the tool call fails, report the real error. Do not invent results or restate the failure as a missing capability unless the live catalog supports that conclusion.

## Notes

- Table names in ServiceNow tools use the API table name (e.g., `incident`, `change_request`, `sys_user`, `cmdb_ci`).
- Records created via `servicenow_create_table` require a table parameter; records via dedicated tools use the specific table (e.g., `servicenow_create_incident` targets the incident table).
- Change conflict checks run asynchronously — use `servicenow_get_change_conflict` to retrieve results once complete.
- CMDB IRE operations automatically determine INSERT vs UPDATE based on configured identity matching rules.
- Service catalog cart checkout is irreversible — confirm with the user before executing.
- Attachment uploads permanently attach files to records — they cannot be bulk-removed once added.
- Import Set operations insert into staging tables — the transform map must be configured to load data into production tables.

## Error Handling

| Status / Error | Meaning |
|----------------|---------|
| Tool not found | The tool name does not exist in the current catalog. Verify with `clawlink_list_tools --integration servicenow`. |
| Missing connection | ServiceNow is not connected. Direct the user to https://claw-link.dev/dashboard?add=servicenow. |
| `404 Not Found` | The record or table does not exist in the ServiceNow instance. |
| `403 Forbidden` | The credentials lack permissions for this table or operation. |
| `400 Bad Request` | Invalid parameters — check the tool schema with `clawlink_describe_tool`. |
| `409 Conflict` | A record with the same identifier already exists (idempotent tools may still succeed). |
| Write rejected | User did not confirm a write action. Always confirm before executing writes. |

### Troubleshooting: Tools Not Visible

1. Check that the ClawLink plugin is installed:
   ```bash
   openclaw plugins list
   ```
2. If the plugin is installed but tools are missing, tell the user to send `/new` as a standalone message to reload the catalog.
3. If a fresh chat does not help, run:
   ```bash
   openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
   openclaw gateway restart
   ```
4. After restart, tell the user to send `/new` again and retry.

### Troubleshooting: Invalid Tool Call

1. Ensure the integration slug is exactly `servicenow`.
2. Use `clawlink_describe_tool` to verify parameter names and types before calling.
3. For write operations, always call `clawlink_preview_tool` first.
4. Verify table names match the ServiceNow instance's table API names.

## Resources

- [ServiceNow REST API Documentation](https://docs.servicenow.com/category/nav_to_landing_page)
- [ServiceNow Table API](https://docs.servicenow.com/en-US/docs/services/rest-table)
- [ServiceNow Change Management](https://docs.servicenow.com/category/change-management)
- [ServiceNow CMDB](https://docs.servicenow.com/category/configuration-management)
- [ServiceNow Service Catalog](https://docs.servicenow.com/category/service-catalog)
- ClawLink: https://claw-link.dev/?utm_source=clawhub&utm_medium=referral&utm_content=servicenow-it
- ClawLink Docs: https://docs.claw-link.dev/openclaw
- ClawLink Verification: https://claw-link.dev/verify

## Related Skills

- [Jira Service Management](https://clawhub.ai/hith3sh/jira-service-management) — For Atlassian ITSM
- [Zendesk](https://clawhub.ai/hith3sh/zendesk-support) — For customer support ticketing

---

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