servicenow

name	servicenow
description	ServiceNow ITSM platform; lets an agent create, update, and resolve IT incident and service request tickets and retrieve knowledge base articles.
metadata	{"openclaw":{"requires":{"env":["SERVICENOW_INSTANCE_URL","SERVICENOW_USERNAME","SERVICENOW_PASSWORD","SERVICENOW_CLIENT_ID","SERVICENOW_CLIENT_SECRET"]}},"primaryEnv":"SERVICENOW_PASSWORD"}

ServiceNow

What it is

ServiceNow is the leading IT Service Management (ITSM) platform used by large and mid-size law firms to manage IT incidents, service requests, change management, and the IT knowledge base. It provides a single pane of glass for help desk operations, SLA tracking, and escalation routing. ServiceNow exposes a comprehensive Table API and scripted REST APIs for all record types.

When to use this skill

• Creating an incident ticket when a staff member reports a technical issue
• Updating the status, resolution notes, or assignee on an open incident
• Submitting a service request for new access provisioning, equipment, or software installation
• Searching the knowledge base for self-service troubleshooting articles before escalating
• Querying open tickets by requester, category, or SLA status for a status report
• Escalating a ticket to a specialist team (e.g., e-discovery, network, information security)

Credentials

This skill authenticates using variables declared in the metadata frontmatter above. Set them in the OpenClaw daemon env file ~/.openclaw/.env (see .env.example at the config root). Required variables:

• SERVICENOW_INSTANCE_URL - ServiceNow instance URL (e.g., https://yourfirm.service-now.com)
• SERVICENOW_USERNAME - service account username for API access
• SERVICENOW_PASSWORD - service account password (Basic auth) or use OAuth below
• SERVICENOW_CLIENT_ID - OAuth 2.0 client ID (if using OAuth instead of Basic auth)
• SERVICENOW_CLIENT_SECRET - OAuth 2.0 client secret

Key operations

• POST /api/now/table/incident — create a new incident ticket with category, description, and priority
• PATCH /api/now/table/incident/{sysId} — update an incident (status, resolution notes, assignee)
• GET /api/now/table/incident?sysparm_query=... — query incidents by requester, status, or category
• POST /api/now/table/sc_request — create a service catalog request
• GET /api/now/table/kb_knowledge?sysparm_query=... — search knowledge base articles by keyword or category
• POST /api/now/table/task — create a follow-up task linked to an incident or request

Notes

• ServiceNow Basic auth is simplest for service accounts but OAuth is preferred in production for better security and auditability.
• sys_id values (GUIDs) are the primary identifiers for all records; retrieve them from search results before updating.
• SLA fields (sla_due, made_sla) are read-only and managed by ServiceNow automatically based on configured SLA definitions.
• Legal technology incidents (e.g., Relativity, NetDocuments) should use firm-specific category/subcategory values; confirm values with the IT team before creating tickets.
• Avoid bulk-closing tickets via API without human review; incident resolution must meet the firm's defined closure criteria.