| metadata | {"api_version":"azuresre.ai/v2","kind":"Skill"} |
| name | servicenow-change-management |
| description | Use whenever a Zava Learning investigation produces a durable fix that needs change management — after a GitHub PR is opened for an Infrastructure-as-Code or application code root cause, raise a ServiceNow Change Request referencing the PR and attach the RCA report. The single owner of ServiceNow Change Request and attachment operations. |
| tools | ["CreateServiceNowChangeRequest","UploadServiceNowAttachment"] |
Zava Learning — ServiceNow Change Management
Use this skill to record a durable remediation in ServiceNow once the root cause is fixed in code or
IaC. It is the single owner of ServiceNow Change Request and attachment operations, and applies
after a GitHub PR has been opened (by pr-delivery) for the durable fix.
When to use
- A connectivity/edge or application incident has been root-caused to an IaC (
infra/) or
application (src/) change, and a GitHub PR has been opened with the fix.
- An operator explicitly asks to open a Change Request or attach an RCA to an existing record.
Do not raise a Change Request for live mitigations alone (deleting an NSG rule, restarting/rolling
back a revision) — those are tracked as PagerDuty incident notes. The Change Request tracks the
durable code/IaC fix.
Steps
- Create the Change Request with
CreateServiceNowChangeRequest:
short_description: one-line summary of the change (symptom + fix).description: the RCA summary including the GitHub PR URL.change_type: normal (default), standard, or emergency for active customer-impacting fixes.implementation_plan / risk as appropriate.- Capture the returned change
number (e.g. CHG0030042), sys_id, and the ready-to-use
clickable link the tool returns. Surface the CR in the Artifacts & links section as a
markdown hyperlink [<number>](<link>) using that returned link — never the bare CHG number,
which is not clickable. (Do not try to build the URL from a SERVICENOW_URL env var — it is not
available in the agent environment; the tool already returns the full clickable link.)
- Attach the RCA with
UploadServiceNowAttachment:
table_sys_id: the Change Request sys_id from step 1.file_name: e.g. rca-<symptom>.md.content: the full RCA report (timeline, root cause, fix, verification).
- Reference the Change Request number back in the PagerDuty incident notes and the GitHub PR.
Notes
- Apply the
zava-redaction standard to the description, implementation_plan, and the attached
RCA before submitting — mask any secret, token, connection string, or learner PII as
[REDACTED:<CLASS>]. The Change Request and its attachment are operator-visible records.
- Credentials (
SERVICENOW_URL/USER/PASS) are injected from the agent environment (Key Vault-backed);
never request or hardcode them.
- If ServiceNow credentials are not configured, the tools return
success: false — report that the
Change Request could not be created and continue the incident lifecycle in PagerDuty.
