servicenow

name	servicenow
description	Interact with Adobe's ServiceNow instance — list and manage tickets/incidents, read and post comments, search the Knowledge Base. Use when the user mentions ServiceNow, tickets, incidents, KB articles, support requests, RITM, INC numbers, pagerduty replacement, on-call, or wants to check ticket status, leave comments, or find internal documentation.
allowed-tools	bash

ServiceNow (Adobe)

Direct API access to Adobe's ServiceNow Employee Service Center (ESC) at adobe.service-now.com. Bypasses the slow portal UI.

Quick start

# List your open incidents
servicenow tickets

# Create a new incident with attachment
servicenow create --title "VPN broken on Mac" --description "Details..." --attach /tmp/screenshot.png

# Attach a file to an existing ticket
servicenow attach INC3616952 /path/to/screenshot.png

# Get details and comments for a specific ticket
servicenow get INC3616952

# Post a comment on a ticket
servicenow comment INC3616952 "Any update on this?"

# Search the Knowledge Base
servicenow kb "VPN GlobalProtect setup"

# Get a specific KB article
servicenow kb-article KB0023295

Authentication

Session-based via Okta SSO cookies. The user must be logged into adobe.service-now.com in a browser tab.

If the session has expired, the user will see: "Session expired — log into adobe.service-now.com and try again."

KB search uses a Coveo JWT token extracted from the portal page. This token expires after ~24h and is refreshed automatically by loading the portal page.

Available commands

servicenow tickets [--state=STATE] [--table=TABLE]

List your open tickets (incidents and requests). Default: open states (New, In Progress, On Hold).

States: new (1), in-progress (2), on-hold (3), resolved (6), closed (7), all

Tables: incident (default), sc_req_item, sc_request

servicenow get

Get full details of a ticket including metadata, state, assignment group, and all comments/work notes.

NUMBER can be an INC number (e.g., INC3616952) or a sys_id.

servicenow create --title "..." [--description "..."] [--category ...] [--subcategory ...] [--attach FILE]

Create a new incident. Returns the INC number and sys_id. Multiple --attach flags supported.

servicenow create --title "Outlook unable to sign in" --description "Native app fails at Okta SSO" --category Software --subcategory Email --attach /tmp/error.png

servicenow attach [...]

Attach one or more files to an existing ticket. Supports INC, RITM, and REQ numbers.

servicenow comment

Post a comment (Additional comments - Customer Visible) on a ticket.

servicenow worknote

Post a work note (internal, not customer-visible) on a ticket.

servicenow kb

Search the Knowledge Base using Coveo. Returns titles, article numbers, and excerpts.

servicenow kb-article <KB_NUMBER>

Fetch a specific KB article's full content (issue, solution, additional info).

servicenow monday [--limit N] [--date Nd]

Output tickets in the monday aggregator protocol format. Compatible with the monday dispatcher for unified inbox/todo aggregation across services.

# Used automatically by the monday aggregator:
monday servicenow gh slack

# Or standalone:
servicenow monday --limit 20 --date 7d

Incident management (pagerduty replacement)

Incidents use the same incident table as regular tickets. This skill posts customer comments and internal work notes; it does not change the state field. Any state transitions depend on ServiceNow-side business rules or assignment-group workflows reacting to those entries.

1. Acknowledge (post customer-visible comment)

servicenow comment INC3616952 "Acknowledged. Investigating."

2. Verify the comment was recorded

servicenow get INC3616952
# Confirm the comment appears in the journal; state only changes if a ServiceNow rule promotes it.

3. Investigate and log internal progress

servicenow worknote INC3616952 "Root cause identified: ..."

4. Document resolution

servicenow comment INC3616952 "Issue resolved. Root cause was X; fix applied Y."
servicenow get INC3616952
# Confirm the resolution comment was posted. Moving the incident to Resolved (6) must be done in the ServiceNow UI or by a configured workflow.

State field values for reference: New (1), In Progress (2), On Hold (3), Resolved (6), Closed (7).

Architecture

All API calls execute through a page-context session targeting a ServiceNow browser tab. Internal configuration constants (portal ID, widget IDs, Coveo org and search hub) and endpoint details are documented in references/endpoints.md.