ServiceNow

🛎️

ServiceNow

Automate ITSM records, incidents, changes, and catalog requests

The ServiceNow node connects your workflows to a ServiceNow instance through the Table API and Service Catalog API. It performs generic CRUD on any table, and adds purpose-built actions for incidents, change requests, service requests, configuration items (CIs), and catalog item orders. Use it to drive ITSM processes directly from automations.

Common uses include:

• Creating and updating records in any ServiceNow table.
• Opening incidents automatically when monitoring detects a problem.
• Resolving and closing incidents once remediation completes.
• Raising and closing change requests as part of a controlled workflow.
• Reading and updating configuration items in the CMDB.
• Ordering catalog items on behalf of a requester.

Before You Start

What you may need	Where to set it up	Why it matters
ServiceNow connection	ServiceNow Connection	Stores the instance URL, username, and password used to authenticate every action.
Table names, assignment groups, catalog IDs	Global Variables	Keep ServiceNow values consistent and easy to update across workflows.
A service account	ServiceNow admin	The connector authenticates with Basic auth using an instance account.

Connection

Every ServiceNow action requires a ServiceNow connection, referenced by connectionId. The connection is a ServiceNowConnectionDetails record with these fields:

Field	Required	Description
instanceUrl	Yes	Instance base URL (e.g., https://your-instance.service-now.com)
username	Yes	Instance account username
password	Yes	Instance account password

The connector authenticates with HTTP Basic auth. Table operations use /api/now/table, and catalog orders use /api/sn_sc/servicecatalog/items.

Configure the connection under Connections > ServiceNow in the Global Configurator, then reference it from each step.

Security note — TLS verification is disabled

The ServiceNow connector currently sets insecureSsl=true for all handlers, which disables TLS certificate verification on calls to the instance. This matches the platform's known INSECURE_TLS posture and is flagged for hardening (VAPT). Until it is addressed, connections do not validate the server certificate chain, so treat the transport as untrusted for man-in-the-middle risk. Restrict use to trusted networks and track remediation with the platform team.

How Parameters Are Resolved

Each action reads its inputs from a configuration key named snow<Action>Details — for example, snowCreateRecordDetails for snow:createRecord.

• connectionId references the ServiceNow connection.
• Number-based actions (incidents, change requests, service requests) resolve the target record's sys_id through resolveRecordSysId: a 32-character hex value is used as-is; otherwise the connector looks the record up by its number.
• HTTP failures surface as ServiceNow API HTTP error (<status>): <body>.

Actions

Action	Description
snow:createRecord	Create a record in any table
snow:getRecord	Read a record by table and sys_id
snow:updateRecord	Update a record by table and sys_id
snow:queryRecords	Query records in a table
snow:createIncident	Create an incident
snow:updateIncident	Update an incident by number
snow:resolveIncident	Resolve an incident (state 6)
snow:closeIncident	Close an incident (state 7)
snow:getIncident	Read an incident by number
snow:createChangeRequest	Create a change request
snow:updateChangeRequest	Update a change request by number
snow:closeChangeRequest	Close a change request (state 3)
snow:getChangeRequest	Read a change request by number
snow:createServiceRequest	Create a service request
snow:getServiceRequest	Read a service request by number
snow:getCIRecord	Read a configuration item
snow:updateCIRecord	Update a configuration item
snow:orderCatalogItem	Order a catalog item

---

snow:createRecord

Creates a record in any ServiceNow table.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
tableName	string	Yes	--	Target table (e.g., incident, problem, cmdb_ci)
recordData	object	Yes	--	Field name-value pairs for the new record

---

snow:getRecord

Reads a single record by table and sys_id.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
tableName	string	Yes	--	Table containing the record
sysId	string	Yes	--	32-character sys_id of the record
fields	string or list	No	all	Fields to return

---

snow:updateRecord

Updates a record by table and sys_id.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
tableName	string	Yes	--	Table containing the record
sysId	string	Yes	--	sys_id of the record to update
recordData	object	Yes	--	Field name-value pairs to update

---

snow:queryRecords

Queries records in a table using an encoded query.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
tableName	string	Yes	--	Table to query
query	string	No	--	Encoded query string (sysparm_query syntax)
fields	string or list	No	all	Fields to return per record
limit	number	No	--	Maximum records to return
offset	number	No	--	Starting offset for paging

Example: Find active P1 incidents

Field	Value
connectionId	snow-prod
tableName	incident
query	active=true^priority=1
limit	50

---

snow:createIncident

Creates an incident. The short description is required; other fields are optional.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
shortDescription	string	Yes	--	Incident short description
caller	string	No	--	Caller (user) for the incident
description	string	No	--	Detailed description
urgency	string	No	--	Urgency value
impact	string	No	--	Impact value
category	string	No	--	Incident category
assignmentGroup	string	No	--	Assignment group
assignedTo	string	No	--	Assigned user
additionalFields	object	No	--	Extra field name-value pairs

---

snow:updateIncident

Updates an incident identified by its number.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
incidentNumber	string	Yes	--	Incident number (e.g., INC0012345)
recordData	object	Yes	--	Field name-value pairs to update

---

snow:resolveIncident

Resolves an incident, setting its state to 6 (Resolved).

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
incidentNumber	string	Yes	--	Incident number
closeCode	string	Yes	--	Resolution/close code
closeNotes	string	Yes	--	Resolution notes
caller	string	No	--	Caller associated with the resolution

---

snow:closeIncident

Closes an incident, setting its state to 7 (Closed).

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
incidentNumber	string	Yes	--	Incident number
closeNotes	string	No	--	Close notes

---

snow:getIncident

Reads an incident by number.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
incidentNumber	string	Yes	--	Incident number
fields	string or list	No	all	Fields to return

---

snow:createChangeRequest

Creates a change request.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
shortDescription	string	Yes	--	Change short description
description	string	No	--	Detailed description
type	string	No	--	Change type (e.g., normal, standard, emergency)
priority	string	No	--	Priority value
assignmentGroup	string	No	--	Assignment group
additionalFields	object	No	--	Extra field name-value pairs

---

snow:updateChangeRequest

Updates a change request identified by its number.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
changeNumber	string	Yes	--	Change request number (e.g., CHG0004567)
recordData	object	Yes	--	Field name-value pairs to update

---

snow:closeChangeRequest

Closes a change request, setting its state to 3 (Closed).

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
changeNumber	string	Yes	--	Change request number
closeCode	string	Yes	--	Close code
closeNotes	string	No	--	Close notes

---

snow:getChangeRequest

Reads a change request by number.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
changeNumber	string	Yes	--	Change request number
fields	string or list	No	all	Fields to return

---

snow:createServiceRequest

Creates a service request.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
shortDescription	string	Yes	--	Service request short description
description	string	No	--	Detailed description
priority	string	No	--	Priority value
requestedFor	string	No	--	User the request is for
additionalFields	object	No	--	Extra field name-value pairs

---

snow:getServiceRequest

Reads a service request by number.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
requestNumber	string	Yes	--	Service request number
fields	string or list	No	all	Fields to return

---

snow:getCIRecord

Reads a configuration item from the CMDB.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
ciClass	string	Yes	--	CI class/table (e.g., cmdb_ci_server)
sysId	string	Yes	--	sys_id of the configuration item
fields	string or list	No	all	Fields to return

---

snow:updateCIRecord

Updates a configuration item in the CMDB.

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
ciClass	string	Yes	--	CI class/table
sysId	string	Yes	--	sys_id of the configuration item
recordData	object	Yes	--	Field name-value pairs to update

---

snow:orderCatalogItem

Orders a catalog item through the Service Catalog API (/order_now).

Parameters

Parameter	Type	Required	Default	Description
connectionId	string	Yes	--	Reference to the ServiceNow connection
catalogItemId	string	Yes	--	sys_id of the catalog item
requestedFor	string	No	--	User the item is ordered for
variables	object	No	--	Catalog item variable name-value pairs

Example: Order a laptop for a new hire

Field	Value
connectionId	snow-prod
catalogItemId	04b7e94b4f7b4200086eeed18110c7fd
requestedFor	new.hire@example.com
variables	{"model": "standard-laptop", "os": "windows"}

---

Output

Each action returns the relevant ServiceNow response payload. Create, read, and update actions return the affected record's fields; query actions return the matching record set; snow:orderCatalogItem returns the placed request details.

---

Common Error Scenarios

Error	Type	Likely Cause	What to Check
Missing configuration	VALIDATION_ERROR	The snow<Action>Details config map is missing or empty	Confirm the action's parameter block is populated
Required parameter missing	VALIDATION_ERROR	A required field (e.g., tableName, shortDescription, incidentNumber) is blank	Provide all required parameters for the action
Record not found	HTTP error / lookup failure	The number or sys_id does not resolve to a record	Verify the number or sys_id and that the account can read the table
ServiceNow API error	HTTP error	The instance rejects the request (ACL, bad field, invalid table)	The node reports ServiceNow API HTTP error (<status>): <body> — inspect the status and body
Permission denied	HTTP 403	The account lacks rights on the table or record	Confirm the service account's roles and ACLs

---

Best Practices

• Address TLS verification. Because the connector runs with insecureSsl=true, use it only on trusted networks and track hardening with the platform team (see the security note above).
• Use numbers, not sys_ids, for tickets. Incident, change, and service-request actions accept the human-readable number and resolve the sys_id automatically. Reserve raw sys_ids for generic table operations.
• Set close codes and notes. snow:resolveIncident and snow:closeChangeRequest require close codes and notes — populate them from workflow data so records close cleanly.
• Query with encoded queries. Use sysparm_query syntax (e.g., active=true^priority=1) and set limit to keep result sets manageable.
• Store table and group names centrally. Keep table names, assignment groups, and catalog IDs in global variables so workflows stay readable and easy to update.
• Use additionalFields for the long tail. Pass any table-specific fields not covered by the named parameters through additionalFields or recordData.