ServiceNow

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.

30 actions available

An alert or upstream system signals a change is needed

Agent reads the affected records with List Incidents and Get Change Request

Agent confirms the change scope and risk fields are complete

Agent files the change with Create Change Request in a draft state

Change advisory channel gets a summary with the risk and blast radius

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](/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

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

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

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

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

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

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.

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