ServiceNow

ServiceNow Incident Created

Trigger workflow when a new incident is created in ServiceNow

ServiceNow Incident Updated

Trigger workflow when an incident is updated in ServiceNow

ServiceNow Change Request Created

Trigger workflow when a new change request is created in ServiceNow

ServiceNow Change Request Updated

Trigger workflow when a change request is updated in ServiceNow

ServiceNow Webhook (All Events)

Trigger workflow on any ServiceNow webhook event

Create Incident

Create an incident in ServiceNow. Reference fields (caller, assignment group, assigned to, configuration item) take sys_ids unless input display value is enabled.

Get Incident

Retrieve a single ServiceNow incident by number (e.g., INC0010001) or sys_id. Reference fields are returned with both their sys_id and their label by default.

List Incidents

Search ServiceNow incidents by state, priority, assignment, caller, or text. All filters are ANDed together.

Update Incident

Update fields on an existing ServiceNow incident. Only the fields you supply are changed. Reference fields take sys_ids unless input display value is enabled.

Resolve Incident

Move a ServiceNow incident to Resolved (state 6) with a resolution code and resolution notes.

Close Incident

Move a ServiceNow incident to Closed (state 7) with a resolution code and resolution notes. Which roles may close an incident is instance-configurable, so the credential may need elevated rights.

Add Incident Comment

Append an internal work note or a customer-visible additional comment to a ServiceNow incident. Both are journal fields, so the text is appended rather than replacing earlier entries.

Create Change Request

Create a change request in ServiceNow. Reference fields (assignment group, assigned to, requested by, configuration item) take sys_ids unless input display value is enabled.

Get Change Request

Retrieve a single ServiceNow change request by number (e.g., CHG0030001) or sys_id. Reference fields are returned with both their sys_id and their label by default.

List Change Requests

Search ServiceNow change requests by state, type, risk, assignment, or text. All filters are ANDed together.

Update Change Request

Update fields on an existing ServiceNow change request. Only the fields you supply are changed. Use Move ServiceNow Change State for state transitions.

Move Change State

Move a ServiceNow change request to another state. Base-system change model states are -5=New, -4=Assess, -3=Authorize, -2=Scheduled, -1=Implement, 0=Review, 3=Closed, 4=Canceled. The state machine rejects transitions whose conditions are not met.

List Change Tasks

List the change tasks belonging to a ServiceNow change request, via the Change Management API. Every field is returned as {value, display_value}, so a reference field carries both its sys_id and its label. This endpoint is not the Table API: the shape is fixed with no display-value option, and the results come back under `tasks` rather than the `records` the other list operations use.

Get Change Next States

Read the states a ServiceNow change request can actually move to next, with the instance's own state-to-label map and the conditions each transition still has to meet. Use this instead of assuming the base-system state codes, which a customized change model can change.

List Catalog Items

Browse or search the ServiceNow service catalog. Returns each item with its sys_id, name, description, type, category, and catalogs, which is what Order ServiceNow Catalog Item needs.

Order Catalog Item

Submit a service catalog request for a catalog item using the Service Catalog API order_now endpoint. Returns the generated request number and sys_id.

List Requested Items

List requested items (RITMs) from the ServiceNow Requested Item [sc_req_item] table, optionally scoped to a parent request or a catalog item. To scope by requester, pass an encoded query against the parent request, for example "request.requested_for=<sys_id>".

Get Requested Item

Retrieve a single ServiceNow requested item (RITM) by number (e.g., RITM0010001) or sys_id from the Requested Item [sc_req_item] table.

List Approvals

List approval records from the ServiceNow Approval [sysapproval_approver] table. Defaults to the "requested" state, which is what a user's pending approvals look like.

Approve or Reject

Approve or reject a ServiceNow approval record by setting its state on the Approval [sysapproval_approver] table.

Search Configuration Items

Search the ServiceNow CMDB for configuration items. Defaults to the base cmdb_ci table, which returns CIs of every class; pass a CI class to scope the search to a subclass such as cmdb_ci_linux_server.

Get Configuration Item

Retrieve a configuration item and its CMDB relationships through the CMDB Instance API. Returns the CI attributes plus its inbound and outbound relations, each carrying the related CI and the relationship type.

List CI Relationships

List rows from the CI Relationship [cmdb_rel_ci] table for a configuration item. Each row carries the parent CI, the child CI, and the relationship type.

Search Knowledge

Search ServiceNow knowledge base articles through the Knowledge Management API. Returns ranked results with a snippet and the article number, which Get ServiceNow Knowledge Article accepts to fetch the full body.

Get Knowledge Article

Retrieve the full content of a ServiceNow knowledge article by sys_id or KB number through the Knowledge Management API.

Find User

Look up ServiceNow users by email, user name, or display name. Use this to resolve the sys_id needed by reference fields such as caller_id, assigned_to, and approver.

List Group Members

List the members of a ServiceNow group from the Group Member [sys_user_grmember] table. Each row links a user to a group, so use it to find who can be assigned work for an assignment group.

Create Record

Create a new record in a ServiceNow table

Read Records

Read records from a ServiceNow table

Update Record

Update an existing record in a ServiceNow table

Delete Record

Delete a record from a ServiceNow table

Aggregate Records

Compute aggregate statistics (count, sum, average, min, max, group by) over a ServiceNow table

List Attachments

List the attachments on a ServiceNow record

Download Attachment

Download an attachment file from ServiceNow by its sys_id

Upload Attachment

Attach a file to a ServiceNow record