ServiceNow

ServiceNow IT Service Management integration with API key authentication. Manage incidents, problems, change requests, tasks, CMDB records, service catalog items, and IT operations via the ServiceNow REST API.

Jay@hith3sh

Install

openclaw skills install @hith3sh/servicenow-it

ServiceNow

Connect to ServiceNow to manage IT Service Management operations including incidents, problems, change requests, tasks, CMDB records, service catalog items, and configuration management workflows.

This skill uses ClawLink for hosted connection flows and credentials so you do not need to configure ServiceNow API access yourself.

Setup in 3 Steps

Step 1: Install	Step 2: Pair Account	Step 3: Connect ServiceNow
		App-specific connection GIF coming soon
Run the install command in OpenClaw	Sign in and approve the device	Open the dashboard and connect ServiceNow

How It Works

text

┌─────────────────┐     ┌──────────────┐     ┌──────────────────┐
│   OpenClaw      │────▶│   ClawLink   │────▶│  ServiceNow API  │
│   (User Chat)   │     │   (Proxy)    │     │  (ITSM, CMDB,    │
│                 │     │              │     │   Catalog)       │
└─────────────────┘     └──────────────┘     └──────────────────┘
         │                    │                      │
         │  1. Install Plugin │                      │
         │  2. Pair Device    │                      │
         │  3. Connect ServiceNow │                  │
         │                    │  4. API Key Proxy    │
         │                    │  5. Request Forward │
         │                    │                     │
         ▼                    ▼                     ▼
   ┌──────────┐        ┌──────────┐         ┌──────────┐
   │   SKILL  │        │ Dashboard│         │ServiceNow│
   │   File   │        │   Auth   │         │  Instance│
   └──────────┘        └──────────┘         └──────────┘

Install

Install the verified ClawLink plugin from ClawHub. After the user confirms, complete the full setup so ClawLink tools are visible in the next OpenClaw chat.

bash

openclaw plugins install clawhub:clawlink-plugin
openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

Then tell the user: "OpenClaw has been restarted. Send /new as a standalone message to start a fresh chat, then ask for ServiceNow again."

Quick Start

bash

# Get account verification status
clawlink_call_tool --tool "sendgrid_completed_steps"

# Create a new contact
clawlink_call_tool --tool "sendgrid_add_or_update_a_contact" --params '{"contacts": [{"email": "alice@example.com", "first_name": "Alice", "last_name": "Smith"}]}'

# Create a transactional template
clawlink_call_tool --tool "sendgrid_create_a_transactional_template" --params '{"name": "Welcome Email Template"}'

Authentication

All ServiceNow tool calls are authenticated automatically by ClawLink using your ServiceNow API credentials stored securely in the dashboard.

No API key is required in chat. ClawLink injects your credentials into every ServiceNow REST API request on your behalf.

Getting Connected

Install the ClawLink plugin (see Install above).
Pair the plugin with clawlink_begin_pairing if it is not configured yet.
Open https://claw-link.dev/dashboard?add=servicenow and connect ServiceNow with your instance URL and credentials.
Call clawlink_list_integrations to verify the connection is active.

Connection Management

List Connections

bash

clawlink_list_integrations

Response: Returns all connected integrations. Look for servicenow in the list.

Verify Connection

bash

clawlink_list_tools --integration servicenow

Response: Returns the live tool catalog for ServiceNow.

Reconnect

If ServiceNow tools are missing or the connection shows an error:

Direct the user to https://claw-link.dev/dashboard?add=servicenow
After they confirm, call clawlink_list_integrations to verify
Then call clawlink_list_tools --integration servicenow

Security & Permissions

Access is scoped to the ServiceNow instance and tables associated with the connected credentials.
All write operations require explicit user confirmation. Before executing any create, update, or delete call, confirm the target resource and intended effect with the user.
Destructive actions (delete record, delete attachment) are marked as high-impact and must be confirmed.
CMDB operations (create/update CI, identify-reconcile) affect the Configuration Management Database — confirm changes before proceeding.

Tool Reference

Incident Management

Tool	Description	Mode
`servicenow_create_incident`	Create a new incident record (service outage, system failure, user-reported issue)	Write
`servicenow_create_incident1`	Create a new incident record with incident-specific fields (urgency, impact, severity, state)	Write
`servicenow_create_table_incident`	Create a new incident in the ServiceNow incident table using the Table API	Write

Problem Management

Tool	Description	Mode
`servicenow_create_a_record`	Create a new record in a specified ServiceNow table (incident, problem, change_request, task, sys_user)	Write

Change Management

Tool	Description	Mode
`servicenow_create_sn_chg_rest_change`	Create a new change request via the Change Management REST API	Write
`servicenow_create_sn_chg_rest_change_normal`	Create a normal change request (standard CAB approval workflow)	Write
`servicenow_create_sn_chg_rest_change_standard`	Create a standard change request from a pre-approved template	Write
`servicenow_create_sn_chg_rest_change_emergency`	Create an emergency change request (bypasses standard approval)	Write
`servicenow_create_sn_chg_rest_change_conflict`	Start the conflict checking process for a change request	Write
`servicenow_cancel_change_conflict_check`	Cancel an active conflict checking process for a change request	Write
`servicenow_create_sn_chg_rest_change_ci`	Associate configuration items (CIs) with a change request	Write
`servicenow_create_sn_chg_rest_change_task`	Create a new task for a change request	Write

CMDB Operations

Tool	Description	Mode
`servicenow_create_cmdb_instance`	Create a single Configuration Item (CI) in the CMDB	Write
`servicenow_create_update_cmd_ci`	Create or update CIs using the Identification and Reconciliation Engine (IRE)	Write
`servicenow_create_cmdb_instance_relation`	Create inbound/outbound relations for a CI in the CMDB	Write
`servicenow_create_cmdb_ingest`	Bulk-import records into a ServiceNow Import Set staging table	Write
`servicenow_create_identifyreconcile_enhanced`	Bulk-insert or update CIs with automatic identification and relationship creation	Write
`servicenow_create_identifyreconcile_query`	Query the Identify and Reconcile API to determine INSERT vs UPDATE for a CI	Read
`servicenow_create_identifyreconcile_queryenhanced`	Perform identification and reconciliation of CIs (may create/modify CIs)	Write
`servicenow_create_cmdb_app_service`	Create or update an application service in the CMDB	Write
`servicenow_create_cmdb_ci_linux_server`	Create a new Linux server CI in the CMDB	Write
`servicenow_create_ci_lifecycle_mgmt_operators`	Register a new operator for CI Lifecycle Management	Write
`servicenow_create_ci_lifecycle_mgmt_statuses`	Set operational state for one or more CIs	Write
`servicenow_create_cilifecyclemgmt_action`	Add or execute a CI lifecycle action for a Configuration Item	Write

Service Catalog

Tool	Description	Mode
`servicenow_create_servic_catalog_items_add_to_cart`	Add a catalog item to the current user's shopping cart	Write
`servicenow_create_service_catalog_cart_checkout`	Check out the shopping cart and submit the order (irreversible)	Write
`servicenow_create_service_catalog_cart_submit_order`	Submit the shopping cart and create a service catalog request	Write
`servicenow_create_servicecatalog_items_order_now`	Order a catalog item immediately without cart checkout	Write
`servicenow_create_servicecatalog_items_checkout_guide`	Checkout an order guide with variable values	Write
`servicenow_create_servic_catalog_items_submit_producer`	Submit a Service Catalog item using the submit_producer endpoint	Write

Tasks & Interactions

Tool	Description	Mode
`servicenow_create_interaction`	Create a new interaction record linked to incidents, problems, or cases	Write
`servicenow_create_interaction_close`	Close an existing interaction record	Write

Attachments

Tool	Description	Mode
`servicenow_attach_file_to_record`	Attach a file to a specified record (incident, problem, change request)	Write
`servicenow_create_attachment_upload`	Upload a file as multipart/form-data attachment to a record	Write
`servicenow_delete_attachment_by_id`	Permanently delete an attachment by its sys_id	Write
`servicenow_delete_attachment_by_id_v1`	Permanently delete an attachment via the v1 API endpoint	Write

Import Sets

Tool	Description	Mode
`servicenow_create_import`	Insert data into a staging table and trigger the transform map	Write
`servicenow_create_servicenow_import_insertmultiple`	Insert multiple records into a staging table and trigger transform	Write

CI Lifecycle Management

Tool	Description	Mode
`servicenow_create_data_classification_classify`	Assign data classification labels to records (Public, Internal, Confidential)	Write
`servicenow_create_data_classification_clear`	Remove all data classifications from a record	Write

Push Notifications

Tool	Description	Mode
`servicenow_create_push_installation`	Register a device token for push notifications from ServiceNow	Write
`servicenow_create_push_remove_installation`	Deactivate a device from receiving push notifications	Write

Service Operations

Tool	Description	Mode
`servicenow_create_sn_ind_tsm_sdwan_troubleticket`	Create a new SD-WAN or network-related trouble ticket	Write

TMF Service Catalog

Tool	Description	Mode
`servicenow_create_sn_tmf_service_category`	Create a new service category in the TMF Service Catalog	Write

Records Management

Tool	Description	Mode
`servicenow_create_table`	Insert a new record into a specified ServiceNow table	Write
`servicenow_delete_a_record`	Permanently delete a specific record from a ServiceNow table	Write

Code Examples

Create an incident

bash

clawlink_call_tool --tool "servicenow_create_incident" \
  --params '{
    "short_description": "Server unreachable",
    "description": "Production server is not responding to ping",
    "impact": 2,
    "urgency": 2,
    "category": "network"
  }'

Create a change request

bash

clawlink_call_tool --tool "servicenow_create_sn_chg_rest_change_normal" \
  --params '{
    "short_description": "Deploy application update",
    "description": "Scheduled deployment of v2.3.0 to production",
    "category": "software",
    "type": "standard",
    "priority": 3
  }'

Add an item to the service catalog cart

bash

clawlink_call_tool --tool "servicenow_create_servic_catalog_items_add_to_cart" \
  --params '{"sys_id": "CATALOG_ITEM_SYS_ID", "quantity": 1}'

Create a CMDB Linux server entry

bash

clawlink_call_tool --tool "servicenow_create_cmdb_ci_linux_server" \
  --params '{
    "hostname": "web-server-01",
    "ip_address": "192.168.1.10",
    "os": "Ubuntu 22.04",
    "status": "operational"
  }'

Create an attachment upload

bash

clawlink_call_tool --tool "servicenow_create_attachment_upload" \
  --params '{
    "table_name": "incident",
    "table_sys_id": "INCIDENT_SYS_ID",
    "file_name": "screenshot.png"
  }'

Discovery Workflow

Call clawlink_list_integrations to confirm ServiceNow is connected.
Call clawlink_list_tools --integration servicenow to see the live catalog.
Treat the returned list as the source of truth. Do not guess or assume what tools exist.
If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration servicenow.
If no ServiceNow tools appear, direct the user to https://claw-link.dev/dashboard?add=servicenow.

Execution Workflow

text

┌─────────────────────────────────────────────────────────────┐
│  READ OPERATIONS (Safe)                                     │
│  list → get → describe → call                                │
│                                                             │
│  Example: List incidents → Get details → Show results       │
└─────────────────────────────────────────────────────────────┘
                               │
                               ▼
┌─────────────────────────────────────────────────────────────┐
│  WRITE OPERATIONS (Require Confirmation)                    │
│  describe → preview → confirm → call                        │
│                                                             │
│  Example: Describe tool → Preview changes → User approves    │
│           → Execute create                                  │
└─────────────────────────────────────────────────────────────┘

For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
Prefer read, list, and get operations before writes when that reduces ambiguity.
For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
If the tool call fails, report the real error. Do not invent results or restate the failure as a missing capability unless the live catalog supports that conclusion.

Notes

Table names in ServiceNow tools use the API table name (e.g., incident, change_request, sys_user, cmdb_ci).
Records created via servicenow_create_table require a table parameter; records via dedicated tools use the specific table (e.g., servicenow_create_incident targets the incident table).
Change conflict checks run asynchronously — use servicenow_get_change_conflict to retrieve results once complete.
CMDB IRE operations automatically determine INSERT vs UPDATE based on configured identity matching rules.
Service catalog cart checkout is irreversible — confirm with the user before executing.
Attachment uploads permanently attach files to records — they cannot be bulk-removed once added.
Import Set operations insert into staging tables — the transform map must be configured to load data into production tables.

Error Handling

Status / Error	Meaning
Tool not found	The tool name does not exist in the current catalog. Verify with `clawlink_list_tools --integration servicenow`.
Missing connection	ServiceNow is not connected. Direct the user to https://claw-link.dev/dashboard?add=servicenow.
`404 Not Found`	The record or table does not exist in the ServiceNow instance.
`403 Forbidden`	The credentials lack permissions for this table or operation.
`400 Bad Request`	Invalid parameters — check the tool schema with `clawlink_describe_tool`.
`409 Conflict`	A record with the same identifier already exists (idempotent tools may still succeed).
Write rejected	User did not confirm a write action. Always confirm before executing writes.

Troubleshooting: Tools Not Visible

Check that the ClawLink plugin is installed:
bash
```
openclaw plugins list
```
If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.

If a fresh chat does not help, run:

bash

openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

After restart, tell the user to send /new again and retry.

Troubleshooting: Invalid Tool Call

Ensure the integration slug is exactly servicenow.
Use clawlink_describe_tool to verify parameter names and types before calling.
For write operations, always call clawlink_preview_tool first.
Verify table names match the ServiceNow instance's table API names.

Resources

ServiceNow REST API Documentation
ServiceNow Table API
ServiceNow Change Management
ServiceNow CMDB
ServiceNow Service Catalog
ClawLink: https://claw-link.dev/?utm_source=clawhub&utm_medium=referral&utm_content=servicenow-it
ClawLink Docs: https://docs.claw-link.dev/openclaw
ClawLink Verification: https://claw-link.dev/verify

Related Skills

Jira Service Management — For Atlassian ITSM
Zendesk — For customer support ticketing

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ServiceNow

Install

ServiceNow

Setup in 3 Steps

How It Works

Install

Quick Start

Authentication

Getting Connected

Connection Management

List Connections

Verify Connection

Reconnect

Security & Permissions

Tool Reference

Incident Management

Problem Management

Change Management

CMDB Operations

Service Catalog

Tasks & Interactions

Attachments

Import Sets

CI Lifecycle Management

Push Notifications

Service Operations

TMF Service Catalog

Records Management

Code Examples

Create an incident

Create a change request

Add an item to the service catalog cart

Create a CMDB Linux server entry

Create an attachment upload

Discovery Workflow

Execution Workflow

Notes

Error Handling

Troubleshooting: Tools Not Visible

Troubleshooting: Invalid Tool Call

Resources

Related Skills

Related skills