ServiceNow

ServiceNow

ServiceNow

Connect to ServiceNow to manage IT Service Management operations including incidents, problems, change requests, tasks, CMDB records, service catalog items, and configuration management workflows.

This skill uses ClawLink for hosted connection flows and credentials so you do not need to configure ServiceNow API access yourself.

Setup in 3 Steps

How It Works

┌─────────────────┐     ┌──────────────┐     ┌──────────────────┐
│   OpenClaw      │────▶│   ClawLink   │────▶│  ServiceNow API  │
│   (User Chat)   │     │   (Proxy)    │     │  (ITSM, CMDB,    │
│                 │     │              │     │   Catalog)       │
└─────────────────┘     └──────────────┘     └──────────────────┘
         │                    │                      │
         │  1. Install Plugin │                      │
         │  2. Pair Device    │                      │
         │  3. Connect ServiceNow │                  │
         │                    │  4. API Key Proxy    │
         │                    │  5. Request Forward │
         │                    │                     │
         ▼                    ▼                     ▼
   ┌──────────┐        ┌──────────┐         ┌──────────┐
   │   SKILL  │        │ Dashboard│         │ServiceNow│
   │   File   │        │   Auth   │         │  Instance│
   └──────────┘        └──────────┘         └──────────┘

Install

Install the verified ClawLink plugin from ClawHub. After the user confirms, complete the full setup so ClawLink tools are visible in the next OpenClaw chat.

openclaw plugins install clawhub:clawlink-plugin
openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
openclaw gateway restart

Then tell the user: "OpenClaw has been restarted. Send /new as a standalone message to start a fresh chat, then ask for ServiceNow again."

Quick Start

# Get account verification status
clawlink_call_tool --tool "sendgrid_completed_steps"

# Create a new contact
clawlink_call_tool --tool "sendgrid_add_or_update_a_contact" --params '{"contacts": [{"email": "alice@example.com", "first_name": "Alice", "last_name": "Smith"}]}'

# Create a transactional template
clawlink_call_tool --tool "sendgrid_create_a_transactional_template" --params '{"name": "Welcome Email Template"}'

Authentication

All ServiceNow tool calls are authenticated automatically by ClawLink using your ServiceNow API credentials stored securely in the dashboard.

No API key is required in chat. ClawLink injects your credentials into every ServiceNow REST API request on your behalf.

Getting Connected

1. Install the ClawLink plugin (see Install above).
2. Pair the plugin with clawlink_begin_pairing if it is not configured yet.
3. Open https://claw-link.dev/dashboard?add=servicenow and connect ServiceNow with your instance URL and credentials.
4. Call clawlink_list_integrations to verify the connection is active.

Connection Management

List Connections

clawlink_list_integrations

Response: Returns all connected integrations. Look for servicenow in the list.

Verify Connection

clawlink_list_tools --integration servicenow

Response: Returns the live tool catalog for ServiceNow.

Reconnect

If ServiceNow tools are missing or the connection shows an error:

1. Direct the user to https://claw-link.dev/dashboard?add=servicenow
2. After they confirm, call clawlink_list_integrations to verify
3. Then call clawlink_list_tools --integration servicenow

Security & Permissions

• Access is scoped to the ServiceNow instance and tables associated with the connected credentials.
• All write operations require explicit user confirmation. Before executing any create, update, or delete call, confirm the target resource and intended effect with the user.
• Destructive actions (delete record, delete attachment) are marked as high-impact and must be confirmed.
• CMDB operations (create/update CI, identify-reconcile) affect the Configuration Management Database — confirm changes before proceeding.

Tool Reference

Incident Management

Problem Management

Change Management

CMDB Operations

Service Catalog

Tasks & Interactions

Attachments

Import Sets

CI Lifecycle Management

Push Notifications

Service Operations

TMF Service Catalog

Records Management

Code Examples

Create an incident

clawlink_call_tool --tool "servicenow_create_incident" \
  --params '{
    "short_description": "Server unreachable",
    "description": "Production server is not responding to ping",
    "impact": 2,
    "urgency": 2,
    "category": "network"
  }'

Create a change request

clawlink_call_tool --tool "servicenow_create_sn_chg_rest_change_normal" \
  --params '{
    "short_description": "Deploy application update",
    "description": "Scheduled deployment of v2.3.0 to production",
    "category": "software",
    "type": "standard",
    "priority": 3
  }'

Add an item to the service catalog cart

clawlink_call_tool --tool "servicenow_create_servic_catalog_items_add_to_cart" \
  --params '{"sys_id": "CATALOG_ITEM_SYS_ID", "quantity": 1}'

Create a CMDB Linux server entry

clawlink_call_tool --tool "servicenow_create_cmdb_ci_linux_server" \
  --params '{
    "hostname": "web-server-01",
    "ip_address": "192.168.1.10",
    "os": "Ubuntu 22.04",
    "status": "operational"
  }'

Create an attachment upload

clawlink_call_tool --tool "servicenow_create_attachment_upload" \
  --params '{
    "table_name": "incident",
    "table_sys_id": "INCIDENT_SYS_ID",
    "file_name": "screenshot.png"
  }'

Discovery Workflow

1. Call clawlink_list_integrations to confirm ServiceNow is connected.
2. Call clawlink_list_tools --integration servicenow to see the live catalog.
3. Treat the returned list as the source of truth. Do not guess or assume what tools exist.
4. If the user describes a capability but the exact tool is unclear, call clawlink_search_tools with a short query and integration servicenow.
5. If no ServiceNow tools appear, direct the user to https://claw-link.dev/dashboard?add=servicenow.

Execution Workflow

┌─────────────────────────────────────────────────────────────┐
│  READ OPERATIONS (Safe)                                     │
│  list → get → describe → call                                │
│                                                             │
│  Example: List incidents → Get details → Show results       │
└─────────────────────────────────────────────────────────────┘
                               │
                               ▼
┌─────────────────────────────────────────────────────────────┐
│  WRITE OPERATIONS (Require Confirmation)                    │
│  describe → preview → confirm → call                        │
│                                                             │
│  Example: Describe tool → Preview changes → User approves    │
│           → Execute create                                  │
└─────────────────────────────────────────────────────────────┘

1. For unfamiliar tools, ambiguous requests, or any write action, call clawlink_describe_tool first.
2. Use the returned guidance, schema, whenToUse, askBefore, safeDefaults, examples, and followups to shape the call.
3. Prefer read, list, and get operations before writes when that reduces ambiguity.
4. For writes or anything marked as requiring confirmation, call clawlink_preview_tool first.
5. Execute with clawlink_call_tool. Pass confirmation only after the preview matches the user's intent.
6. If the tool call fails, report the real error. Do not invent results or restate the failure as a missing capability unless the live catalog supports that conclusion.

Notes

• Table names in ServiceNow tools use the API table name (e.g., incident, change_request, sys_user, cmdb_ci).
• Records created via servicenow_create_table require a table parameter; records via dedicated tools use the specific table (e.g., servicenow_create_incident targets the incident table).
• Change conflict checks run asynchronously — use servicenow_get_change_conflict to retrieve results once complete.
• CMDB IRE operations automatically determine INSERT vs UPDATE based on configured identity matching rules.
• Service catalog cart checkout is irreversible — confirm with the user before executing.
• Attachment uploads permanently attach files to records — they cannot be bulk-removed once added.
• Import Set operations insert into staging tables — the transform map must be configured to load data into production tables.

Error Handling

Troubleshooting: Tools Not Visible

1. Check that the ClawLink plugin is installed:

   openclaw plugins list
   

2. If the plugin is installed but tools are missing, tell the user to send /new as a standalone message to reload the catalog.
3. If a fresh chat does not help, run:

   openclaw config set tools.alsoAllow '["clawlink-plugin"]' --strict-json
   openclaw gateway restart
   

4. After restart, tell the user to send /new again and retry.

Troubleshooting: Invalid Tool Call

1. Ensure the integration slug is exactly servicenow.
2. Use clawlink_describe_tool to verify parameter names and types before calling.
3. For write operations, always call clawlink_preview_tool first.
4. Verify table names match the ServiceNow instance's table API names.

Resources

• ServiceNow REST API Documentation
• ServiceNow Table API
• ServiceNow Change Management
• ServiceNow CMDB
• ServiceNow Service Catalog
• ClawLink: https://claw-link.dev/?utm_source=clawhub&utm_medium=referral&utm_content=servicenow-it
• ClawLink Docs: https://docs.claw-link.dev/openclaw
• ClawLink Verification: https://claw-link.dev/verify

Related Skills

• Jira Service Management — For Atlassian ITSM
• Zendesk — For customer support ticketing

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