ServiceNow

ServiceNow is a powerful cloud platform designed to streamline and automate IT service management (ITSM), workflows, and business processes across your organization. ServiceNow enables you to manage incidents, requests, tasks, users, and more using its extensive API.

With ServiceNow, you can:

Automate IT workflows: Create, read, update, and delete records in any ServiceNow table, such as incidents, tasks, change requests, and users.
Integrate systems: Connect ServiceNow with your other tools and processes for seamless automation.
Maintain a single source of truth: Keep all your service and operations data organized and accessible.
Drive operational efficiency: Reduce manual work and improve service quality with customizable workflows and automation.

In Sim, the ServiceNow integration enables your agents to interact directly with your ServiceNow instance as part of their workflows. Agents can create, read, update, or delete records in any ServiceNow table and leverage ticket or user data for sophisticated automation and decision-making. This integration bridges your workflow automation and IT operations, empowering your agents to manage service requests, incidents, users, and assets without manual intervention. By connecting Sim with ServiceNow, you can automate service management tasks, improve response times, and ensure consistent, secure access to your organization's vital service data.

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user)
`fields`	json	Yes	Fields to set on the record as JSON object (e.g., {"short_description": "Issue title", "priority": "1"})

Output

Parameter	Type	Description
`record`	json	Created ServiceNow record with sys_id and other fields
`metadata`	json	Operation metadata

`servicenow_read_record`

Read records from a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user, change_request)
`sysId`	string	No	Specific record sys_id (e.g., 6816f79cc0a8016401c5a33be04be441)
`number`	string	No	Record number (e.g., INC0010001)
`query`	string	No	Encoded query string (e.g., "active=true^priority=1")
`limit`	number	No	Maximum number of records to return (e.g., 10, 50, 100)
`offset`	number	No	Number of records to skip for pagination (e.g., 0, 10, 20)
`fields`	string	No	Comma-separated list of fields to return (e.g., sys_id,number,short_description,state)
`displayValue`	string	No	Return display values for reference fields: "true" (display only), "false" (sys_id only), or "all" (both)

Output

Parameter	Type	Description
`records`	array	Array of ServiceNow records
`metadata`	json	Operation metadata

`servicenow_update_record`

Update an existing record in a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user, change_request)
`sysId`	string	Yes	Record sys_id to update (e.g., 6816f79cc0a8016401c5a33be04be441)
`fields`	json	Yes	Fields to update as JSON object (e.g., {"state": "2", "priority": "1"})

Output

Parameter	Type	Description
`record`	json	Updated ServiceNow record
`metadata`	json	Operation metadata

`servicenow_delete_record`

Delete a record from a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, task, sys_user, change_request)
`sysId`	string	Yes	Record sys_id to delete (e.g., 6816f79cc0a8016401c5a33be04be441)

Output

Parameter	Type	Description
`success`	boolean	Whether the deletion was successful
`metadata`	json	Operation metadata

`servicenow_aggregate`

Compute aggregate statistics (count, sum, average, min, max, group by) over a ServiceNow table

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table name (e.g., incident, change_request, task)
`query`	string	No	Encoded query string to filter records before aggregating (e.g., "active=true")
`count`	boolean	No	Return the count of matching records
`groupBy`	string	No	Comma-separated fields to group results by (e.g., category,priority)
`avgFields`	string	No	Comma-separated numeric fields to average (e.g., reassignment_count)
`sumFields`	string	No	Comma-separated numeric fields to sum
`minFields`	string	No	Comma-separated fields to compute the minimum of
`maxFields`	string	No	Comma-separated fields to compute the maximum of
`having`	string	No	Filter on aggregate results (e.g., "count>5")
`displayValue`	string	No	Return display values for grouped reference fields: "true", "false", or "all"

Output

Parameter	Type	Description
`result`	json	Aggregate result. Ungrouped: {stats: {count, sum, avg, min, max}}. Grouped: array of {stats, groupby_fields}.
`count`	number	Total matching record count (only present for ungrouped count queries)
`metadata`	json	Operation metadata (grouped, groupCount)

`servicenow_list_attachments`

List the attachments on a ServiceNow record

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table that owns the record (e.g., incident, change_request)
`recordSysId`	string	Yes	sys_id of the record whose attachments should be listed
`limit`	number	No	Maximum number of attachments to return

Output

Parameter	Type	Description
`attachments`	array	Attachment metadata records
↳ `sys_id`	string	Attachment sys_id
↳ `file_name`	string	File name
↳ `content_type`	string	MIME type
↳ `size_bytes`	string	File size in bytes
↳ `download_link`	string	Direct download URL for the file
`metadata`	json	Operation metadata (recordCount)

`servicenow_download_attachment`

Download an attachment file from ServiceNow by its sys_id

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`attachmentSysId`	string	Yes	sys_id of the attachment to download (from List Attachments)

Output

Parameter	Type	Description
`file`	file	Downloaded attachment stored in execution files
`content`	string	Base64 encoded file content

`servicenow_upload_attachment`

Attach a file to a ServiceNow record

Input

Parameter	Type	Required	Description
`instanceUrl`	string	Yes	ServiceNow instance URL (e.g., https://instance.service-now.com\)
`username`	string	Yes	ServiceNow username
`password`	string	Yes	ServiceNow password
`tableName`	string	Yes	Table that owns the record (e.g., incident, change_request)
`recordSysId`	string	Yes	sys_id of the record to attach the file to
`fileName`	string	Yes	Name to give the uploaded file (e.g., logs.txt)
`file`	file	No	File to upload (UserFile object)

Output

Parameter	Type	Description
`attachment`	json	Created attachment metadata (sys_id, file_name, content_type, download_link)
`metadata`	json	Operation metadata

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Sim-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`type`	string	Change type (Normal, Standard, Emergency)
`risk`	string	Risk level of the change
`impact`	string	Impact level of the change
`approval`	string	Approval status
`startDate`	string	Planned start date
`endDate`	string	Planned end date
`category`	string	Change category
`record`	json	Full change request record data

ServiceNow Change Request Updated

Trigger workflow when a change request is updated in ServiceNow

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Sim-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`type`	string	Change type (Normal, Standard, Emergency)
`risk`	string	Risk level of the change
`impact`	string	Impact level of the change
`approval`	string	Approval status
`startDate`	string	Planned start date
`endDate`	string	Planned end date
`category`	string	Change category
`record`	json	Full change request record data

ServiceNow Incident Created

Trigger workflow when a new incident is created in ServiceNow

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Sim-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`urgency`	string	Urgency level (1=High, 2=Medium, 3=Low)
`impact`	string	Impact level (1=High, 2=Medium, 3=Low)
`category`	string	Incident category
`subcategory`	string	Incident subcategory
`caller`	string	Caller/requester of the incident
`resolvedBy`	string	User who resolved the incident
`resolvedAt`	string	When the incident was resolved
`closeNotes`	string	Notes added when the incident was closed
`record`	json	Full incident record data

ServiceNow Incident Updated

Trigger workflow when an incident is updated in ServiceNow

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Sim-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`urgency`	string	Urgency level (1=High, 2=Medium, 3=Low)
`impact`	string	Impact level (1=High, 2=Medium, 3=Low)
`category`	string	Incident category
`subcategory`	string	Incident subcategory
`caller`	string	Caller/requester of the incident
`resolvedBy`	string	User who resolved the incident
`resolvedAt`	string	When the incident was resolved
`closeNotes`	string	Notes added when the incident was closed
`record`	json	Full incident record data

ServiceNow Webhook (All Events)

Trigger workflow on any ServiceNow webhook event

Configuration

Parameter	Type	Required	Description
`webhookSecret`	string	Yes	Required. Use the same value in your ServiceNow Business Rule as Bearer token or X-Sim-Webhook-Secret.
`tableName`	string	No	Optionally filter to a specific ServiceNow table

Output

Parameter	Type	Description
`sysId`	string	Unique system ID of the record
`number`	string	Record number (e.g., INC0010001, CHG0010001)
`tableName`	string	ServiceNow table name
`shortDescription`	string	Short description of the record
`description`	string	Full description of the record
`state`	string	Current state of the record
`priority`	string	Priority level (1=Critical, 2=High, 3=Moderate, 4=Low, 5=Planning)
`assignedTo`	string	User assigned to this record
`assignmentGroup`	string	Group assigned to this record
`createdBy`	string	User who created the record
`createdOn`	string	When the record was created (ISO 8601)
`updatedBy`	string	User who last updated the record
`updatedOn`	string	When the record was last updated (ISO 8601)
`eventType`	string	The type of event that triggered this workflow (e.g., insert, update, delete)
`category`	string	Record category
`record`	json	Full record data from the webhook payload

ServiceNow

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