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Overview

This page documents the manual tool surface that an agent (or a Flow) can call to act on ServiceNow on demand. It is not the same as automatic record pickup — for that, configure ServiceNow Automation (Auto-Pickup), which uses these same credentials but adds polling/webhook intake and trigger rules so Genesis starts work without being asked.Before using this tool group, save a ServiceNow connection as described in Setup ServiceNow API Parameters.

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Tool Name

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Purpose

The servicenow_connector_tools group integrates Genesis workflows with ServiceNow ITSM. Authenticate to a ServiceNow instance, list and update records, add comments or work notes, manage attachments, and run constrained raw Table API requests.

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Functions Available

  1. servicenow_connector: Standard ServiceNow record, journal, attachment, and search operations.
  2. servicenow_automation_action: Run a ServiceNow polling pass from a scheduled Genesis Flow (POLL_ONCE).

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Input Parameters

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servicenow_connector

Parameters
Table allowlist: writes are limited to incident, change_request, sc_request, and sc_req_item plus any tables an admin adds via the servicenow.extra_tables config setting. sys_user, sys_user_group, and sys_journal_field are readable for lookups but never writable. DELETE is not available through any action.
RAW_REQUEST constraints: paths must be under /api/now/, table paths obey the allowlist, and attachment API paths are blocked. RAW_REQUEST is read-only and accepts only GET; use CREATE_RECORD, UPDATE_RECORD, ADD_COMMENT, ADD_WORK_NOTE, SET_STATE, or UPLOAD_ATTACHMENT for writes. Those typed writes run under Action Review.
Action Review for writes: CREATE_RECORD, UPDATE_RECORD, ADD_COMMENT, ADD_WORK_NOTE, SET_STATE, and UPLOAD_ATTACHMENT are governed writes. See the Action Review response contract for pending and reconciliation results. For the ServiceNow identity used by a User OAuth write, including an approved write, see User OAuth setup. For uploads, Genesis reads the thread-storage file again before submission and refuses the upload if the file cannot be read or its content changed after approval. When Genesis creates a record in task, incident, incident_task, problem, problem_task, change_request, change_task, sc_request, sc_req_item or sc_task, it sets the record’s correlation_id to a unique genesis-<uuid> value unless your request sets correlation_id itself. If the create’s response is lost, Genesis reads the table by that value: finding the record settles the attempt as executed; not finding it leaves the attempt for a person to check, because the field can be changed by other integrations or hidden by access rules. A write that fails because the connection’s credentials could not be exchanged for a token is reported as not applied, because nothing was sent to ServiceNow.
Example

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servicenow_automation_action

Use this helper to run a ServiceNow polling pass from a scheduled Genesis Flow or manually from chat. POLL_ONCE uses the saved shared automation configuration from ServiceNow Automation (Auto-Pickup) and returns matched, dispatched, skipped, and failed record lists. Example

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Use Cases

  1. Look up an incident — GET_RECORD by number or sys_id when a user references INC0012345.
  2. Triage open work — LIST_RECORDS with an encoded query for high-priority active incidents.
  3. Post internal notes — ADD_WORK_NOTE after analysis; ADD_COMMENT when the customer should see the update.
  4. Transition state — SET_STATE when a workflow step completes.
  5. Attach evidence — UPLOAD_ATTACHMENT from thread storage or DOWNLOAD_ATTACHMENT into the current thread for agent review.
  6. Scheduled intake — wire servicenow_automation_action with POLL_ONCE into the managed ServiceNow Ticket Poller Flow.