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ServiceNow

Manage IT service workflows with the ServiceNow platform for incident management, service requests, and IT operations.

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Overview

The ServiceNow skill provides essential functionality for:

• Creating and managing incidents
• Retrieving incident details and status
• Updating incident records and assignments
• Managing IT service workflows
• Tracking resolution progress

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Connection Requirements

This skill requires a ServiceNow connection configured through either:

• PinkConnect Proxy (PC_BASE_URL)
• Paragon Proxy (PARA_BASE_URL + “servicenow/“)

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Basic Usage

// Create a new incident
const incident = {
  "short_description": "Cannot connect to VPN",
  "description": "User is unable to establish a VPN connection from home network.",
  "caller_id": "Jane Smith",
  "priority": "3 - Moderate",
  "category": "Network"
};

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Key Features

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Incident Management

• Create Incidents: Generate new incident tickets with detailed information
• Retrieve Incidents: Get incident details using system ID
• Update Incidents: Modify incident status, assignment, and work notes
• Track Progress: Monitor incident resolution workflow

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Service Request Handling

• Request Processing: Handle various IT service requests
• Assignment Management: Assign incidents to appropriate teams
• Status Tracking: Monitor incident lifecycle from creation to resolution

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Common Operations

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Create an Incident

POST: now/table/incident
{
  "short_description": "Email access issue",
  "description": "User reports being unable to access their email account.",
  "caller_id": "John Doe",
  "priority": "2 - High",
  "category": "Email"
}

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Get Incident Details

GET: now/table/incident/{sys_id}

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Update Incident Status

PUT: now/table/incident/{sys_id}
{
  "state": "In Progress",
  "assigned_to": "Jane Smith",
  "work_notes": "Issue acknowledged. Investigating VPN configuration settings."
}

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Priority Levels

• 1 - Critical: System down, major business impact
• 2 - High: Significant impact, urgent resolution needed
• 3 - Moderate: Normal business impact
• 4 - Low: Minor impact, can be scheduled
• 5 - Planning: Future enhancement or non-urgent

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Incident States

• New: Incident just created, not yet assigned
• In Progress: Incident being actively worked on
• On Hold: Incident paused, waiting for information
• Resolved: Issue fixed, awaiting user confirmation
• Closed: Incident completed and verified
• Canceled: Incident canceled or invalid

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Response Structure

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Incident Response

{
  "result": {
    "sys_id": "1234567890abcdef",
    "number": "INC0010001",
    "short_description": "Unable to access email",
    "description": "User reports being unable to access their email account.",
    "state": "New",
    "priority": "2 - High",
    "assigned_to": "John Doe",
    "opened_at": "2025-01-14 10:00:00",
    "resolved_at": null,
    "caller_id": "Jane Smith",
    "category": "Email"
  }
}

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Common Categories

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IT Categories

• Hardware: Computer, printer, phone issues
• Software: Application problems, license issues
• Network: Connectivity, VPN, Wi-Fi problems
• Email: Email access, configuration issues
• Security: Password resets, access requests
• Telephony: Phone system issues

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Service Categories

• Request: Service requests and provisioning
• Inquiry: Information requests
• Complaint: Service complaints
• Change: Change requests

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Important Notes

• System ID: Use sys_id for all update and retrieval operations
• Incident Numbers: Human-readable incident numbers (e.g., INC0010001) are auto-generated
• Work Notes: Use work_notes for internal communication, comments for customer-visible updates
• Assignment: Incidents can be assigned to users or groups
• SLA Tracking: ServiceNow automatically tracks SLA compliance
• Escalation: Incidents can be escalated based on priority and time

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Best Practices

1. Detailed Descriptions: Provide comprehensive incident descriptions for faster resolution
2. Proper Categorization: Use appropriate categories for better routing and reporting
3. Priority Assignment: Set priorities based on business impact and urgency
4. Regular Updates: Update work notes regularly to track progress
5. Caller Information: Always include caller details for communication
6. Resolution Documentation: Document resolution steps for knowledge base
7. Closure Verification: Confirm resolution with the caller before closing incidents