# ServiceNow AI integration on Definable > ServiceNow is a cloud-based enterprise platform that helps organizations automate and manage digital workflows across IT, HR, customer service, and operations. ## What this connects ServiceNow is a cloud-based enterprise platform that helps organizations automate and manage digital workflows across IT, HR, customer service, and operations. Vendor: https://www.servicenow.com ## Tools available **172** tools available. First 12: - `SERVICENOW_ATTACH_FILE_TO_RECORD` — Attach file to record — Attaches a file to a specified record in a ServiceNow table. This action uploads a file and associates it with a specific record (e.g., incident, problem, change request). The file will be visible in the ServiceNow UI under the record's attachments section. Common use cases: - Attach screenshots to incident reports - Upload documents to change requests - Add log files to problem records - Store evidence files for security incidents The action returns complete attachment metadata including download link, file size, and creation details. Note: This action permanently modifies a live ServiceNow instance — attachments cannot be bulk-removed once added. - `SERVICENOW_CANCEL_CHANGE_CONFLICT_CHECK` — Cancel change conflict check — Cancels the running conflict checking process for a specified ServiceNow change request. Use this action when a conflict check is taking too long or needs to be aborted, and you want to stop the process without waiting for it to complete naturally. This is commonly used when automated change management workflows need to be expedited or when conflict checks are blocking other operations. This action is idempotent — calling it on a change request that has no active conflict check running will still return a success response. However, if the change request doesn't exist, a 404 error will be returned. - `SERVICENOW_CREATE_A_RECORD` — Create a record — Creates a new record in a specified ServiceNow table with the provided field values. Common tables include: 'incident', 'problem', 'change_request', 'task', 'sys_user'. The created record is returned with its sys_id and auto-generated number. - `SERVICENOW_CREATE_ATTACHMENT_UPLOAD` — Create attachment upload — Uploads a file as a multipart form-data attachment to a specified record in ServiceNow. Use this action when you need to attach files to ServiceNow records (e.g., incidents, problems, change requests) using the multipart form-data upload endpoint. This action sends the file as a multipart/form-data request with the table name, table sys_id, and file content. Common use cases: - Attach documents or screenshots to incident reports - Upload evidence files to problem records - Add files to change requests for documentation The action returns complete attachment metadata including the sys_id, download link, file size, and creation details. This action permanently modifies a live ServiceNow instance — the attachment cannot be recovered once deleted. - `SERVICENOW_CREATE_CILIFECYCLEMGMT_ACTION` — Create CI Lifecycle Management Action — Adds a specified configuration item (CI) action using the ServiceNow CI Lifecycle Management API. Use this action when you need to create or execute a CI lifecycle action for a Configuration Item in ServiceNow's CMDB. This endpoint allows you to trigger specific lifecycle actions (such as activate, retire, or custom actions) on CIs programmatically. The action requires the CI identifier and the action name to be executed. Ensure the action is valid for the specified CI class. - `SERVICENOW_CREATE_CI_LIFECYCLE_MGMT_OPERATORS` — Create ci lifecycle mgmt operators — Registers a new operator for a non-workflow user in the ServiceNow CI Lifecycle Management system. Use this action when you need to create or register an operator identity for CI lifecycle management purposes. The operator must be associated with a non-workflow user account. The returned req_id can be used to manage the operator (e.g., delete it later). - `SERVICENOW_CREATE_CI_LIFECYCLE_MGMT_STATUSES` — Set CI Operational State — Sets the operational state for one or more configuration items (CIs) using the ServiceNow CI Lifecycle Management API. Use this action when you need to update the operational status of CIs in ServiceNow's CMDB. This endpoint allows you to programmatically set the operational state (operational, non-operational, on order, inventory, etc.) for a batch of configuration items. The action requires a list of CI identifiers and the operational state value to apply. - `SERVICENOW_CREATE_CMDB_APP_SERVICE` — Create CMDB Application Service — Creates an application service in ServiceNow CMDB or updates an existing one if a service with the same name already exists. Use this action when you need to register a new application service in the Configuration Management Database (CMDB). This endpoint performs a create-or-update operation: if an application service with the specified name already exists, it will be updated with the provided values rather than creating a duplicate. - `SERVICENOW_CREATE_CMDB_CI_LINUX_SERVER` — Create CMDB Linux Server — Creates a new Linux server configuration item (CI) in the ServiceNow CMDB. Use this action when you need to register a new Linux server in the Configuration Management Database (CMDB). This endpoint creates a record in the cmdb_ci_linux_server table with the specified attributes including hostname, IP address, OS details, and operational information. The created record is returned with its sys_id and auto-generated details. - `SERVICENOW_CREATE_CMDB_INGEST` — Ingest CMDB Records — Inserts multiple records into a ServiceNow Import Set staging table. Use this action when you need to bulk-import configuration items (CIs) or other data into ServiceNow via an Import Set. Records are inserted into the specified staging table, which is processed by the associated transform map to load data into the target table (e.g., CMDB tables like cmdb_ci_server). The staging table name identifies the import set staging table (e.g., 'sys_import_set_row'), and the transform map associated with that table determines how each record is transformed. Note: Records are inserted into the Import Set staging table and will be transformed to the target table via the configured transform map. - `SERVICENOW_CREATE_CMDB_INSTANCE` — Create CMDB Instance — Creates a single Configuration Item (CI) in ServiceNow CMDB with the specified attributes. Use this action when you need to register a new configuration item (such as servers, databases, network devices, or application services) in the Configuration Management Database. The CI class determines the available attributes and relationships for the item. - `SERVICENOW_CREATE_CMDB_INSTANCE_RELATION` — Create CMDB Instance Relation — Creates an inbound and/or outbound relation for a specific configuration item (CI) in the ServiceNow CMDB. Use this action when you need to establish relationships between configuration items in the CMDB, such as indicating that a server 'runs on' hardware, a service 'depends on' a database, or an application 'hosts' middleware components. This action adds relations to the specified CI (identified by classname and sys_id) without modifying the CI itself. Relations are bidirectional in the CMDB - adding an outbound relation from CI A to CI B also creates a corresponding inbound relation on CI B. Common use cases: Building CMDB relationship maps, establishing application dependencies, defining infrastructure hierarchies, or documenting service relationships. ## Auth Auth schemes: `BASIC`, `S2S_OAUTH2`. ## How agents use ServiceNow Inside a Definable workflow, ServiceNow is one of the tools the **Distributor specialist** can call. Example coordination patterns: - **Researcher → ServiceNow** — the Researcher (GPT-5.5) pulls context from ServiceNow (records, threads, documents), synthesises findings, and briefs the rest of the team. - **Writer → Distributor → ServiceNow** — the Writer (Claude Opus 4.7) drafts copy in brand voice, the Verifier passes it, then the Distributor writes the result into ServiceNow (create record, post message, draft email). - **Designer / Engineer → Distributor → ServiceNow** — the Designer ships an asset or the Engineer ships a code change, the Distributor delivers it via ServiceNow (attach file, open PR comment, post status). The Verifier checks every ServiceNow call. On rate limit, schema drift, or auth refresh it self-heals and retries — the workflow completes without manual intervention. ## Categories - it operations — https://definable.ai/apps/category/it-operations/ - customer support — https://definable.ai/apps/category/customer-support/ ## Related - HTML page: https://definable.ai/apps/servicenow/ - Same category (it operations): https://definable.ai/apps/category/it-operations/ - All integrations: https://definable.ai/apps/ - Workflow (multi-agent loop): https://definable.ai/workflow/ - Apps llms.txt index: https://definable.ai/llms-apps.txt