servicenow

name	servicenow
description	ServiceNow ITSM — lets an agent create, update, and resolve IT incidents, search the knowledge base, and check campus service status.
metadata	{"openclaw":{"requires":{"env":["SERVICENOW_CLIENT_ID","SERVICENOW_CLIENT_SECRET","SERVICENOW_BASE_URL"]}},"primaryEnv":"SERVICENOW_CLIENT_ID"}

ServiceNow

What it is

ServiceNow is the leading IT Service Management (ITSM) platform and is broadly deployed at university IT departments. It manages the full incident and service request lifecycle: ticket creation, routing, knowledge base search, and resolution tracking. The IT help desk agent relies on ServiceNow as its primary action layer for responding to campus technology issues.

When to use this skill

• Creating a new incident ticket when a student or staff member reports a technology problem
• Searching the knowledge base for self-service resolution steps before escalating
• Updating incident priority or assignment queue based on triage
• Sending automated status updates to users when ticket status changes
• Checking real-time operational status of critical campus services

Credentials

This skill authenticates using env vars declared in the frontmatter metadata field. Set these in ~/.openclaw/.env (template: .env.example):

• SERVICENOW_BASE_URL - institution's ServiceNow instance URL (e.g. https://university.service-now.com)
• SERVICENOW_CLIENT_ID - OAuth 2.0 client ID from ServiceNow OAuth application registry
• SERVICENOW_CLIENT_SECRET - OAuth 2.0 client secret

Key operations

• POST /api/now/table/incident — create a new incident record
• PATCH /api/now/table/incident/:sys_id — update incident fields (state, priority, assignment group)
• GET /api/now/table/kb_knowledge?sysparm_query= — search knowledge base articles
• GET /api/now/table/incident/:sys_id — retrieve ticket status and work notes
• POST /api/now/table/sys_user_notification — send status update notification to user

Notes

• ServiceNow uses sys_id (UUID) as the primary key for all records; include it in update and resolve calls.
• Respect P1/P2 escalation thresholds: major outages or security incidents must be routed to human IT staff immediately and never resolved autonomously by the agent.
• Knowledge base articles may contain outdated steps after system upgrades; tag low-confidence answers for human review.
• Some institutions restrict the Table API via ACLs; confirm the integration user's role includes itil_admin or equivalent.