ServiceNow integration for AI agents
Create, read, update, and delete ServiceNow records
ServiceNow is a Sim integration in the Support category. Sim is the AI workspace where teams build and deploy AI agents. Sim's ServiceNow integration provides 35 tools and 5 triggers that AI agents can use inside Sim's visual workflow builder. ServiceNow connects with an API key. Free to start at sim.ai.
Last updated
What Sim agents can do with ServiceNow
Create or update incidents and change requests, order catalog items, and process approvals. Read configuration items, knowledge articles, users, and groups, and transfer attachments. Generic record, aggregate, and table-scoped attachment operations accept a table name. Connect with your ServiceNow instance URL, username, and password.
- Category
- Support
- Authentication
- API key
- Tools
- 35
- Triggers
- 5
- Documentation
- ServiceNow docs
How to automate ServiceNow with Sim
Create a free account
Sign up at sim.ai in seconds. No credit card required. Your workspace is ready immediately.
Add a ServiceNow block
Open your workspace, drag a ServiceNow block onto the workflow builder, and paste in your ServiceNow API key.
Configure, connect, and run
Pick the tool you need, wire in an AI agent for reasoning or data transformation, and run. Your ServiceNow automation is live.
ServiceNow triggers
Add a ServiceNow trigger to a Sim agent and it starts a run whenever one of these ServiceNow events occurs.
ServiceNow Incident Created
Trigger workflow when a new incident is created in ServiceNow
ServiceNow Incident Updated
Trigger workflow when an incident is updated in ServiceNow
ServiceNow Change Request Created
Trigger workflow when a new change request is created in ServiceNow
ServiceNow Change Request Updated
Trigger workflow when a change request is updated in ServiceNow
ServiceNow Webhook (All Events)
Trigger workflow on any ServiceNow webhook event
Agent templates
Ready-to-use templates featuring ServiceNow. Click any to build it instantly.
ServiceNow tools
35 ServiceNow tools available to Sim agents.
Create Incident
Create an incident in ServiceNow. Reference fields (caller, assignment group, assigned to, configuration item) take sys_ids unless input display value is enabled.
Get Incident
Retrieve a single ServiceNow incident by number (e.g., INC0010001) or sys_id. Reference fields are returned with both their sys_id and their label by default.
List Incidents
Search ServiceNow incidents by state, priority, assignment, caller, or text. All filters are ANDed together.
Update Incident
Update fields on an existing ServiceNow incident. Only the fields you supply are changed. Reference fields take sys_ids unless input display value is enabled.
Resolve Incident
Move a ServiceNow incident to Resolved (state 6) with a resolution code and resolution notes.
Close Incident
Move a ServiceNow incident to Closed (state 7) with a resolution code and resolution notes. Which roles may close an incident is instance-configurable, so the credential may need elevated rights.
Add Incident Comment
Append an internal work note or a customer-visible additional comment to a ServiceNow incident. Both are journal fields, so the text is appended rather than replacing earlier entries.
Create Change Request
Create a change request in ServiceNow. Reference fields (assignment group, assigned to, requested by, configuration item) take sys_ids unless input display value is enabled.
Get Change Request
Retrieve a single ServiceNow change request by number (e.g., CHG0030001) or sys_id. Reference fields are returned with both their sys_id and their label by default.
List Change Requests
Search ServiceNow change requests by state, type, risk, assignment, or text. All filters are ANDed together.
Update Change Request
Update fields on an existing ServiceNow change request. Only the fields you supply are changed. Use Move ServiceNow Change State for state transitions.
Move Change State
Move a ServiceNow change request to another state. Base-system change model states are -5=New, -4=Assess, -3=Authorize, -2=Scheduled, -1=Implement, 0=Review, 3=Closed, 4=Canceled. The state machine rejects transitions whose conditions are not met.
List Change Tasks
List the change tasks belonging to a ServiceNow change request, via the Change Management API. Every field is returned as {value, display_value}, so a reference field carries both its sys_id and its label. This endpoint is not the Table API: the shape is fixed with no display-value option, and the results come back under `tasks` rather than the `records` the other list operations use.
Get Change Next States
Read the states a ServiceNow change request can actually move to next, with the instance's own state-to-label map and the conditions each transition still has to meet. Use this instead of assuming the base-system state codes, which a customized change model can change.
List Catalog Items
Browse or search the ServiceNow service catalog. Returns each item with its sys_id, name, description, type, category, and catalogs, which is what Order ServiceNow Catalog Item needs.
Order Catalog Item
Submit a service catalog request for a catalog item using the Service Catalog API order_now endpoint. Returns the generated request number and sys_id.
List Requested Items
List requested items (RITMs) from the ServiceNow Requested Item [sc_req_item] table, optionally scoped to a parent request or a catalog item. To scope by requester, pass an encoded query against the parent request, for example "request.requested_for=<sys_id>".
Get Requested Item
Retrieve a single ServiceNow requested item (RITM) by number (e.g., RITM0010001) or sys_id from the Requested Item [sc_req_item] table.
List Approvals
List approval records from the ServiceNow Approval [sysapproval_approver] table. Defaults to the "requested" state, which is what a user's pending approvals look like.
Approve or Reject
Approve or reject a ServiceNow approval record by setting its state on the Approval [sysapproval_approver] table.
Search Configuration Items
Search the ServiceNow CMDB for configuration items. Defaults to the base cmdb_ci table, which returns CIs of every class; pass a CI class to scope the search to a subclass such as cmdb_ci_linux_server.
Get Configuration Item
Retrieve a configuration item and its CMDB relationships through the CMDB Instance API. Returns the CI attributes plus its inbound and outbound relations, each carrying the related CI and the relationship type.
List CI Relationships
List rows from the CI Relationship [cmdb_rel_ci] table for a configuration item. Each row carries the parent CI, the child CI, and the relationship type.
Search Knowledge
Search ServiceNow knowledge base articles through the Knowledge Management API. Returns ranked results with a snippet and the article number, which Get ServiceNow Knowledge Article accepts to fetch the full body.
Get Knowledge Article
Retrieve the full content of a ServiceNow knowledge article by sys_id or KB number through the Knowledge Management API.
Find User
Look up ServiceNow users by email, user name, or display name. Use this to resolve the sys_id needed by reference fields such as caller_id, assigned_to, and approver.
List Group Members
List the members of a ServiceNow group from the Group Member [sys_user_grmember] table. Each row links a user to a group, so use it to find who can be assigned work for an assignment group.
Create Record
Create a new record in a ServiceNow table
Read Records
Read records from a ServiceNow table
Update Record
Update an existing record in a ServiceNow table
Delete Record
Delete a record from a ServiceNow table
Aggregate Records
Compute aggregate statistics (count, sum, average, min, max, group by) over a ServiceNow table
List Attachments
List the attachments on a ServiceNow record
Download Attachment
Download an attachment file from ServiceNow by its sys_id
Upload Attachment
Attach a file to a ServiceNow record
Frequently asked questions
Sim's ServiceNow integration adds 35 tools and 5 triggers to the AI agents you build in Sim's visual workflow builder. Create, read, update, and delete ServiceNow records.
