pocketpaw/connectors/servicenow.yaml

# ServiceNow connector — IT service management (ITSM) and operations.
# Created: 2026-03-30

name: servicenow
display_name: ServiceNow
type: itsm
icon: settings

auth:
  method: basic
  credentials:
    - name: SNOW_INSTANCE_URL
      description: ServiceNow instance URL (e.g. https://yourorg.service-now.com)
      required: true
    - name: SNOW_USERNAME
      description: ServiceNow username
      required: true
    - name: SNOW_PASSWORD
      description: ServiceNow password
      required: true

actions:
  - name: list_incidents
    description: List IT incidents
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/incident"
    params:
      sysparm_limit: { type: integer, default: 25 }
      sysparm_query: { type: string, default: "active=true^ORDERBYDESCsys_updated_on", description: "ServiceNow encoded query" }
      sysparm_display_value: { type: boolean, default: true }
      sysparm_fields: { type: string, default: "number,short_description,state,priority,assigned_to,category,opened_at,sys_updated_on" }
    trust_level: auto

  - name: get_incident
    description: Get a specific incident by number or sys_id
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/incident/{sys_id}"
    params:
      sys_id: { type: string, required: true, description: "Incident sys_id or number" }
      sysparm_display_value: { type: boolean, default: true }
    trust_level: auto

  - name: list_change_requests
    description: List change requests
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/change_request"
    params:
      sysparm_limit: { type: integer, default: 25 }
      sysparm_query: { type: string, default: "active=true^ORDERBYDESCsys_updated_on" }
      sysparm_display_value: { type: boolean, default: true }
      sysparm_fields: { type: string, default: "number,short_description,state,type,risk,assigned_to,start_date,end_date" }
    trust_level: auto

  - name: list_service_requests
    description: List service requests (catalog items)
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/sc_request"
    params:
      sysparm_limit: { type: integer, default: 25 }
      sysparm_query: { type: string, default: "active=true^ORDERBYDESCsys_updated_on" }
      sysparm_display_value: { type: boolean, default: true }
    trust_level: auto

  - name: list_problems
    description: List problem records
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/problem"
    params:
      sysparm_limit: { type: integer, default: 25 }
      sysparm_query: { type: string, default: "active=true^ORDERBYDESCsys_updated_on" }
      sysparm_display_value: { type: boolean, default: true }
    trust_level: auto

  - name: create_incident
    description: Create a new incident
    method: POST
    url: "{SNOW_INSTANCE_URL}/api/now/table/incident"
    body:
      short_description: { type: string, required: true }
      description: { type: string }
      urgency: { type: integer, enum: [1, 2, 3], default: 2, description: "1=High, 2=Medium, 3=Low" }
      impact: { type: integer, enum: [1, 2, 3], default: 2 }
      category: { type: string }
      assignment_group: { type: string }
    trust_level: confirm

  - name: update_incident
    description: Update an incident
    method: PATCH
    url: "{SNOW_INSTANCE_URL}/api/now/table/incident/{sys_id}"
    params:
      sys_id: { type: string, required: true }
    body:
      state: { type: integer, description: "1=New, 2=InProgress, 3=OnHold, 6=Resolved, 7=Closed" }
      work_notes: { type: string }
      assigned_to: { type: string }
    trust_level: confirm

  - name: list_cmdb_servers
    description: List CMDB server configuration items
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/cmdb_ci_server"
    params:
      sysparm_limit: { type: integer, default: 25 }
      sysparm_display_value: { type: boolean, default: true }
      sysparm_fields: { type: string, default: "name,ip_address,os,operational_status,environment" }
    trust_level: auto

  - name: search_knowledge
    description: Search the knowledge base
    method: GET
    url: "{SNOW_INSTANCE_URL}/api/now/table/kb_knowledge"
    params:
      sysparm_query: { type: string, required: true, description: "Encoded query (e.g. short_descriptionLIKEpassword reset)" }
      sysparm_limit: { type: integer, default: 10 }
    trust_level: auto

sync:
  table: snow_incidents
  schedule: every_15m
  mapping:
    id: sys_id
    number: number
    description: short_description
    state: state
    priority: priority
    assigned_to: assigned_to
    updated: sys_updated_on