servicenow-it

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

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 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
		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.

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

# 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": "[e-mail]", "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

clawlink_list_integrations

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

Verify Connection

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

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

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

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

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

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:

   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:

   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
• ServiceNow Table API
• ServiceNow Change Management
• ServiceNow CMDB
• ServiceNow 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 — For Atlassian ITSM
• Zendesk — For customer support ticketing

---

Powered by ClawLink — an integration hub for OpenClaw