servicenow

name	servicenow
description	ServiceNow (Healthcare IT) — lets an agent create, update, and query IT service management tickets, knowledge articles, and configuration items within a ServiceNow instance deployed in a health system.
metadata	{"openclaw":{"requires":{"env":["SERVICENOW_CLIENT_ID","SERVICENOW_INSTANCE_URL","SERVICENOW_CLIENT_SECRET","SERVICENOW_SERVICE_ACCOUNT"]}},"primaryEnv":"SERVICENOW_CLIENT_ID"}

ServiceNow

What it is

ServiceNow is the leading ITSM platform in enterprise healthcare IT, used to manage incidents, service requests, changes, and knowledge articles across clinical and administrative technology environments. Healthcare-specific editions include pre-built workflows for EHR downtime procedures, access request routing, and HIPAA-aware audit trails. Agents use the REST Table API to automate tier-1 help desk triage, ticket creation, status lookups, and knowledge base searches.

When to use this skill

• Create a new incident ticket when a user reports a system issue (EHR unavailability, login failure, device malfunction)
• Look up the status or resolution notes of an existing ticket by number
• Search the knowledge base for known issue workarounds or EHR downtime procedures
• Escalate a ticket priority or reassign it to a specialized support group
• Query configuration item (CI) details (server, application, workstation) linked to an incident

Credentials

This skill authenticates using variables declared in the metadata above. Copy ~/.openclaw/.env.example to ~/.openclaw/.env and fill in real values. Required variables:

• SERVICENOW_INSTANCE_URL - full instance URL (e.g., https://healthsystem.service-now.com)
• SERVICENOW_CLIENT_ID - OAuth 2.0 client ID registered in ServiceNow
• SERVICENOW_CLIENT_SECRET - OAuth 2.0 client secret for token exchange
• SERVICENOW_SERVICE_ACCOUNT - service account username for fallback basic auth (non-PHI operations)

Key operations

• GET /api/now/table/incident?number={INC#} — retrieve incident by ticket number
• POST /api/now/table/incident — create new incident ticket with caller, description, category, priority
• PATCH /api/now/table/incident/{sys_id} — update ticket fields (state, priority, work notes, assignment group)
• GET /api/now/table/kb_knowledge?sysparm_query=short_description CONTAINS {query} — search knowledge articles
• GET /api/now/table/cmdb_ci?name={ci_name} — look up configuration item details
• GET /api/now/table/sc_request?opened_by={user} — list service requests by requester

Notes

• ServiceNow REST API uses sys_id (internal GUID) for record references; the ticket number (INC0001234) is a display field requiring a lookup step.
• Do not log PHI in ticket descriptions; reference patient by encounter ID token only.
• Rate limit: 2,000 API calls/hour per instance; throttled per OAuth token.
• Use the sysparm_fields parameter to restrict response payload to only needed fields.
• Healthcare instances may enforce IP allowlisting; coordinate with the health system IT security team before adding agent IP ranges.