--- title: "ServiceNow Integration" description: "Connect AI agents to ServiceNow's Now Platform. Agents run CRUD operations over the ITSM tables a business user works with, incidents, change requests, problems, requested items, and users, plus a generic Table Record escape hatch for any other table." url: https://flowrunner.ai/integrations/servicenow date_modified: 2026-08-07T17:20:23-07:00 --- # ServiceNow [Helpdesk & ITSM](https://flowrunner.ai/integrations/category/helpdesk-itsm) Connect AI agents to ServiceNow's Now Platform. Agents run CRUD operations over the ITSM tables a business user works with, incidents, change requests, problems, requested items, and users, plus a generic Table Record escape hatch for any other table. [Verified](https://flowrunner.ai/integrations/verified "What does verified mean?") · 30 actions · OAuth · available [ServiceNow website](https://www.servicenow.com/) · [Platform Documentation](https://docs.servicenow.com/bundle/washingtondc-api-reference/page/integrate/inbound-rest/concept/c_TableAPI.html) · Capability data verified 2026-08-12 1. An alert or upstream system signals a change is needed 2. Agent reads the affected records with List Incidents and Get Change Request 3. Agent confirms the change scope and risk fields are complete 4. Agent files the change with Create Change Request in a draft state 5. Change advisory channel gets a summary with the risk and blast radius 6. A change approver decides whether the change advances to implementation ## What This Integration Enables An agent can create, read, list, update, and delete incidents, change requests, problems, requested items, and users, with assignees, groups, callers, and catalog items selectable from dropdowns and enum fields like impact, urgency, state, risk, and type shown as plain-English labels instead of raw codes. Encoded queries drive List actions, so the agent can pull exactly the records a workflow needs, page through them, and act on each. The Generic Table actions read and write any other ServiceNow table, so a flow is never blocked by a table the named actions do not cover. This is the surface that lets an agent keep incidents moving and change records flowing, while reserving the approval decision for a person. ServiceNow exposes no polling or webhook triggers in this integration, so flows start from the systems feeding it: a monitoring alert, a form, a chat channel, or a scheduled sweep of open records. ### Without FlowRunner **Changes wait in a queue**: Change requests sit unrouted until someone works the CAB backlog **Context assembled by hand**: Approvers open several records to reconstruct what a change touches **Approval is a chat thread**: The decision to proceed lives in email with no attached record ### With FlowRunner **Changes filed on the signal**: Create Change Request opens the record the moment the need appears **Context arrives with the ask**: The agent attaches scope, risk, and affected records to the request **Approval is a recorded gate**: A named approver decides, and the decision is captured on the change ## Use Case Scenarios ### File and Route a Change Request When a release needs a change record, the agent calls Create Change Request with the type, risk, and affected configuration items, then Update Change Request to attach the implementation and rollback notes. The record lands in the queue already scoped, so the approver reviews a complete request instead of chasing details across systems. ### Open Incidents From Alerts A monitoring alert fires and the agent calls Create Incident with the impact and urgency set from the alert severity, then List Incidents to check for an existing open record on the same service so it can link rather than duplicate. The on-call team sees one incident with the right priority, not three copies of the same outage. ### Track Root Cause Behind Recurring Incidents After the agent notices a pattern with List Incidents, it calls Create Problem to open a root-cause record and Update Problem to advance it through analysis, keeping the customer-facing incidents and the internal investigation as separate, linked records. A person decides when the problem is understood well enough to close. ## Human-in-Loop Highlight A change request that advances to implementation can restart a service, alter access, or push code. That is precisely the kind of decision the automation should not make on its own. So the agent files and scopes the change, then stops. It routes the request to a change approver as a [human-in-the-loop](https://flowrunner.ai/concepts/human-in-the-loop) step through their preferred channel, showing the change type, the risk rating, the affected configuration items, and the rollback plan, and asks a direct question: "Approve change CHG0012345 to advance to implementation, or hold it for the next CAB?" If the approver approves, the agent advances the state with Update Change Request. If they hold or reject, nothing moves and the reason is captured on the record. The agent does the assembly and the routing at machine speed; the decision to touch production stays with a person who owns it. Agent processes routinely Detects exception requiring judgment Clear match Continues automatically Ambiguous Routes to human via preferred channel Human decides Agent resumes with decision ## Agent Capabilities 30 actions ### Incidents 5 - **Create Incident** Creates a ServiceNow incident for an outage, ticket, or break/fix record and returns the new INC number and sys\_id. Use when a flow needs to open an incident from an alert, form, or chat. - **Get Incident** Fetches one incident by its sys\_id, feeding the sys\_id from List Incidents or Create Incident. - **List Incidents** Lists or searches incidents using a ServiceNow encoded query (for example active=true^priority=1) with limit and offset paging. - **Update Incident** Updates fields on an incident by sys\_id, changing only the fields you set. Common uses are changing state, reassigning, or adding comments. - **Delete Incident** Deletes an incident by sys\_id. The record cannot be recovered. ### Change Requests 5 - **Create Change Request** Creates a change request for change management (standard, normal, or emergency) and returns the new CHG number and sys\_id. - **Get Change Request** Fetches one change request by its sys\_id, feeding the sys\_id from List Change Requests or Create Change Request. - **List Change Requests** Lists or searches change requests with a ServiceNow encoded query (for example active=true^type=emergency) and limit and offset paging. - **Update Change Request** Updates fields on a change request by sys\_id, changing only the fields you set. Common uses are advancing the state, setting risk, or reassigning. - **Delete Change Request** Deletes a change request by sys\_id. The record cannot be recovered. ### Problems 5 - **Create Problem** Creates a problem record for root-cause analysis behind recurring incidents and returns the new PRB number and sys\_id. - **Get Problem** Fetches one problem by its sys\_id, feeding the sys\_id from List Problems or Create Problem. - **List Problems** Lists or searches problems with a ServiceNow encoded query and limit and offset paging. - **Update Problem** Updates fields on a problem by sys\_id, changing only the fields you set. Common uses are advancing the state through root-cause analysis or reassigning. - **Delete Problem** Deletes a problem by sys\_id. The record cannot be recovered. ### Requested Items 5 - **Create Requested Item** Creates a service catalog requested item (RITM), a fulfillment line item for a catalog request, and returns the new RITM number and sys\_id. - **Get Requested Item** Fetches one requested item by its sys\_id, feeding the sys\_id from List Requested Items or Create Requested Item. - **List Requested Items** Lists or searches requested items with a ServiceNow encoded query and limit and offset paging. - **Update Requested Item** Updates fields on a requested item by sys\_id, changing only the fields you set. Common uses are advancing the state or assigning a fulfiller. - **Delete Requested Item** Deletes a requested item by sys\_id. The record cannot be recovered. ### Users 5 - **Get User** Fetches one user (sys\_user) by sys\_id to resolve a person record for assignment or requestor lookups. - **List Users** Lists or searches users (sys\_user) with a ServiceNow encoded query and limit and offset paging. - **Create User** Creates a user (sys\_user) record, which requires user admin rights on the connected account, and returns the new user sys\_id. - **Update User** Updates a user (sys\_user) record by sys\_id, changing only the fields you set, and requires user admin rights on the connected account. - **Delete User** Deletes a user (sys\_user) record by sys\_id, requires user admin rights on the connected account, and cannot be recovered. ### Generic Table 5 - **Create Table Record** Creates a record in any ServiceNow table not covered by the named actions. Pick the table, fill the field values, and receive the created record including its sys\_id. - **Get Table Record** Fetches one record from any ServiceNow table by sys\_id, feeding the sys\_id from List Table Records. - **List Table Records** Lists or searches records in any ServiceNow table with an encoded query and limit and offset paging. - **Update Table Record** Updates a record in any ServiceNow table by sys\_id, changing only the fields you set. - **Delete Table Record** Deletes a record from any ServiceNow table by sys\_id. The record cannot be recovered. ## Frequently Asked Questions ### What can FlowRunner do with ServiceNow? FlowRunner agents can run Create Incident, Get Incident, and List Incidents in ServiceNow, plus 27 more actions. ### Does connecting ServiceNow to FlowRunner require OAuth? Yes. ServiceNow connects to FlowRunner with OAuth 2.0, so agents authenticate without handling raw credentials. ### Can ServiceNow trigger a FlowRunner workflow automatically? ServiceNow doesn't currently expose triggers in FlowRunner. It connects as an action step inside workflows started by another trigger. **Work at ServiceNow?** This integration exposes ServiceNow to AI agents on every FlowRunner plan, including through MCP, at no cost to you. [See what FlowRunner offers integration partners](https://flowrunner.ai/integrations/partners), including how to keep this page current. --- Markdown version of https://flowrunner.ai/integrations/servicenow. Site index: https://flowrunner.ai/llms.txt