ServiceNow Guide

Manage IT service workflows with the ServiceNow platform.

What can you do with it?

Manage IT service workflows with the ServiceNow platform, including creating and updating incidents, retrieving incident details, and automating IT service management processes for efficient workflow operations.

How to use it?

Basic Command Structure

/your-servicenow-connection [action] [required-parameters] [optional-parameters]

Parameters

Required:

• action - The operation to perform (get-incident, create-incident, update-incident)

Optional:

• sys-id - ServiceNow system ID for the incident
• incident-number - Incident number for reference
• priority - Incident priority level
• category - Incident category
• assigned-to - Person assigned to the incident

Tools

Get Incident

Retrieve details of a specific incident using its unique ID

Parameters:

• sys-id (required) - The ServiceNow system ID of the incident

Example:

/your-servicenow-connection
action: get-incident
sys-id: 1234567890abcdef

Response:

{
  "result": {
    "sys_id": "1234567890abcdef",
    "number": "INC0010001",
    "short_description": "Unable to access email",
    "description": "User reports being unable to access their email account.",
    "state": "New",
    "priority": "2 - High",
    "assigned_to": "John Doe",
    "opened_at": "2025-01-14 10:00:00",
    "resolved_at": null
  }
}

Create Incident

Create a new incident in ServiceNow

Parameters:

• short-description (required) - Brief description of the incident
• description (required) - Detailed description of the incident
• caller-id (required) - Person reporting the incident
• priority (required) - Priority level (1 - Critical, 2 - High, 3 - Moderate, 4 - Low)
• category (optional) - Incident category

Example:

/your-servicenow-connection
action: create-incident
short-description: Cannot connect to VPN
description: User is unable to establish a VPN connection from home network.
caller-id: Jane Smith
priority: 3 - Moderate
category: Network

Response:

{
  "result": {
    "sys_id": "abcdef1234567890",
    "number": "INC0010002",
    "short_description": "Cannot connect to VPN",
    "description": "User is unable to establish a VPN connection from home network.",
    "state": "New",
    "priority": "3 - Moderate",
    "assigned_to": null,
    "opened_at": "2025-01-14 11:30:00"
  }
}

Update Incident

Update details of an existing incident in ServiceNow

Parameters:

• sys-id (required) - The ServiceNow system ID of the incident to update
• state (optional) - New state of the incident (New, In Progress, Resolved, Closed)
• assigned-to (optional) - Person to assign the incident to
• work-notes (optional) - Work notes to add to the incident
• priority (optional) - New priority level

Example:

/your-servicenow-connection
action: update-incident
sys-id: abcdef1234567890
state: In Progress
assigned-to: Jane Smith
work-notes: Issue acknowledged. Investigating VPN configuration settings.

Response:

{
  "result": {
    "sys_id": "abcdef1234567890",
    "number": "INC0010002",
    "short_description": "Cannot connect to VPN",
    "description": "User is unable to establish a VPN connection from home network.",
    "state": "In Progress",
    "priority": "3 - Moderate",
    "assigned_to": "Jane Smith",
    "work_notes": "Issue acknowledged. Investigating VPN configuration settings.",
    "opened_at": "2025-01-14 11:30:00"
  }
}

Notes

ServiceNow uses system IDs (sys_id) as unique identifiers for all records. Priority levels range from 1 (Critical) to 4 (Low). Incident states include New, In Progress, Resolved, and Closed. Work notes are used for internal communication and tracking progress on incidents.