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: InstallStep 2: Pair AccountStep 3: Connect ServiceNow_App-specific connection GIF coming soon_Run the install command in OpenClawSign in and approve the deviceOpen 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#

1. Install the ClawLink plugin (see Install above).
2. Pair the plugin with clawlink_begin_pairing if it is not configured yet.
3. Open https://claw-link.dev/dashboard?add=servicenow and connect ServiceNow with your instance URL and credentials.
4. 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:

1. Direct the user to https://claw-link.dev/dashboard?add=servicenow
2. After they confirm, call clawlink_list_integrations to verify
3. 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#

ToolDescriptionModeservicenow_create_incidentCreate a new incident record (service outage, system failure, user-reported issue)Writeservicenow_create_incident1Create a new incident record with incident-specific fields (urgency, impact, severity, state)Writeservicenow_create_table_incidentCreate a new incident in the ServiceNow incident table using the Table APIWrite

Problem Management#

ToolDescriptionModeservicenow_create_a_recordCreate a new record in a specified ServiceNow table (incident, problem, change_request, task, sys_user)Write

Change Management#

ToolDescriptionModeservicenow_create_sn_chg_rest_changeCreate a new change request via the Change Management REST APIWriteservicenow_create_sn_chg_rest_change_normalCreate a normal change request (standard CAB approval workflow)Writeservicenow_create_sn_chg_rest_change_standardCreate a standard change request from a pre-approved templateWriteservicenow_create_sn_chg_rest_change_emergencyCreate an emergency change request (bypasses standard approval)Writeservicenow_create_sn_chg_rest_change_conflictStart the conflict checking process for a change requestWriteservicenow_cancel_change_conflict_checkCancel an active conflict checking process for a change requestWriteservicenow_create_sn_chg_rest_change_ciAssociate configuration items (CIs) with a change requestWriteservicenow_create_sn_chg_rest_change_taskCreate a new task for a change requestWrite

CMDB Operations#

ToolDescriptionModeservicenow_create_cmdb_instanceCreate a single Configuration Item (CI) in the CMDBWriteservicenow_create_update_cmd_ciCreate or update CIs using the Identification and Reconciliation Engine (IRE)Writeservicenow_create_cmdb_instance_relationCreate inbound/outbound relations for a CI in the CMDBWriteservicenow_create_cmdb_ingestBulk-import records into a ServiceNow Import Set staging tableWriteservicenow_create_identifyreconcile_enhancedBulk-insert or update CIs with automatic identification and relationship creationWriteservicenow_create_identifyreconcile_queryQuery the Identify and Reconcile API to determine INSERT vs UPDATE for a CIReadservicenow_create_identifyreconcile_queryenhancedPerform identification and reconciliation of CIs (may create/modify CIs)Writeservicenow_create_cmdb_app_serviceCreate or update an application service in the CMDBWriteservicenow_create_cmdb_ci_linux_serverCreate a new Linux server CI in the CMDBWriteservicenow_create_ci_lifecycle_mgmt_operatorsRegister a new operator for CI Lifecycle ManagementWriteservicenow_create_ci_lifecycle_mgmt_statusesSet operational state for one or more CIsWriteservicenow_create_cilifecyclemgmt_actionAdd or execute a CI lifecycle action for a Configuration ItemWrite

Service Catalog#

ToolDescriptionModeservicenow_create_servic_catalog_items_add_to_cartAdd a catalog item to the current user's shopping cartWriteservicenow_create_service_catalog_cart_checkoutCheck out the shopping cart and submit the order (irreversible)Writeservicenow_create_service_catalog_cart_submit_orderSubmit the shopping cart and create a service catalog requestWriteservicenow_create_servicecatalog_items_order_nowOrder a catalog item immediately without cart checkoutWriteservicenow_create_servicecatalog_items_checkout_guideCheckout an order guide with variable valuesWriteservicenow_create_servic_catalog_items_submit_producerSubmit a Service Catalog item using the submit_producer endpointWrite

Tasks & Interactions#

ToolDescriptionModeservicenow_create_interactionCreate a new interaction record linked to incidents, problems, or casesWriteservicenow_create_interaction_closeClose an existing interaction recordWrite

Attachments#

ToolDescriptionModeservicenow_attach_file_to_recordAttach a file to a specified record (incident, problem, change request)Writeservicenow_create_attachment_uploadUpload a file as multipart/form-data attachment to a recordWriteservicenow_delete_attachment_by_idPermanently delete an attachment by its sys_idWriteservicenow_delete_attachment_by_id_v1Permanently delete an attachment via the v1 API endpointWrite

Import Sets#

ToolDescriptionModeservicenow_create_importInsert data into a staging table and trigger the transform mapWriteservicenow_create_servicenow_import_insertmultipleInsert multiple records into a staging table and trigger transformWrite

CI Lifecycle Management#

ToolDescriptionModeservicenow_create_data_classification_classifyAssign data classification labels to records (Public, Internal, Confidential)Writeservicenow_create_data_classification_clearRemove all data classifications from a recordWrite

Push Notifications#

ToolDescriptionModeservicenow_create_push_installationRegister a device token for push notifications from ServiceNowWriteservicenow_create_push_remove_installationDeactivate a device from receiving push notificationsWrite

Service Operations#

ToolDescriptionModeservicenow_create_sn_ind_tsm_sdwan_troubleticketCreate a new SD-WAN or network-related trouble ticketWrite

TMF Service Catalog#

ToolDescriptionModeservicenow_create_sn_tmf_service_categoryCreate a new service category in the TMF Service CatalogWrite

Records Management#

ToolDescriptionModeservicenow_create_tableInsert a new record into a specified ServiceNow tableWriteservicenow_delete_a_recordPermanently delete a specific record from a ServiceNow tableWrite

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#

1. Call clawlink_list_integrations to confirm ServiceNow is connected.
2. Call clawlink_list_tools --integration servicenow to see the live catalog.
3. Treat the returned list as the source of truth. Do not guess or assume what tools exist.
4. If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration servicenow.
5. 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                                  │
└─────────────────────────────────────────────────────────────┘

1. For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
2. Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
3. Prefer read, list, and get operations before writes when that reduces ambiguity.
4. For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
5. Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
6. 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 / ErrorMeaningTool not foundThe tool name does not exist in the current catalog. Verify with clawlink_list_tools --integration servicenow.Missing connectionServiceNow is not connected. Direct the user to https://claw-link.dev/dashboard?add=servicenow.404 Not FoundThe record or table does not exist in the ServiceNow instance.403 ForbiddenThe credentials lack permissions for this table or operation.400 Bad RequestInvalid parameters — check the tool schema with clawlink_describe_tool.409 ConflictA record with the same identifier already exists (idempotent tools may still succeed).Write rejectedUser did not confirm a write action. Always confirm before executing writes.

Troubleshooting: Tools Not Visible#

1. Check that the ClawLink plugin is installed: bash

   openclaw plugins list
   
   

2. If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.

3. If a fresh chat does not help, run: bash

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

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

Troubleshooting: Invalid Tool Call#

1. Ensure the integration slug is exactly servicenow.
2. Use clawlink_describe_tool to verify parameter names and types before calling.
3. For write operations, always call clawlink_preview_tool first.
4. 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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