ServiceNow

Attaches a file to a specified record in a ServiceNow table. This action uploads a file and associates it with a specific record (e.g., incident, problem, change request). The file will be visible in the ServiceNow UI under the record's attachments section. Common use cases: - Attach screenshots to incident reports - Upload documents to change requests - Add log files to problem records - Store evidence files for security incidents The action returns complete attachment metadata including download link, file size, and creation details. Note: This action permanently modifies a live ServiceNow instance — attachments cannot be bulk-removed once added.

Cancels the running conflict checking process for a specified ServiceNow change request. Use this action when a conflict check is taking too long or needs to be aborted, and you want to stop the process without waiting for it to complete naturally. This is commonly used when automated change management workflows need to be expedited or when conflict checks are blocking other operations. Note: this action is NOT idempotent. Calling it on a change request with no active conflict check running returns a 400 error ("Conflict for change request could not be cancelled"), not a success response. If the change request doesn't exist, a 404 error is returned instead.

Creates a new record in a specified ServiceNow table with the provided field values. Common tables include: 'incident', 'problem', 'change_request', 'task', 'sys_user'. The created record is returned with its sys_id and auto-generated number.

Uploads a file as a multipart form-data attachment to a specified record in ServiceNow. Use this action when you need to attach files to ServiceNow records (e.g., incidents, problems, change requests) using the multipart form-data upload endpoint. This action sends the file as a multipart/form-data request with the table name, table sys_id, and file content. Common use cases: - Attach documents or screenshots to incident reports - Upload evidence files to problem records - Add files to change requests for documentation The action returns complete attachment metadata including the sys_id, download link, file size, and creation details. This action permanently modifies a live ServiceNow instance — the attachment cannot be recovered once deleted.

Adds a specified configuration item (CI) action using the ServiceNow CI Lifecycle Management API. Use this action when you need to create or execute a CI lifecycle action for a Configuration Item in ServiceNow's CMDB. This endpoint allows you to trigger specific lifecycle actions (such as activate, retire, or custom actions) on CIs programmatically. The action requires the CI identifier and the action name to be executed. Ensure the action is valid for the specified CI class.

Registers a new operator for a non-workflow user in the ServiceNow CI Lifecycle Management system. Use this action when you need to create or register an operator identity for CI lifecycle management purposes. The operator must be associated with a non-workflow user account. The returned req_id can be used to manage the operator (e.g., delete it later).

Sets the operational state for one or more configuration items (CIs) using the ServiceNow CI Lifecycle Management API. Use this action when you need to update the operational status of CIs in ServiceNow's CMDB. This endpoint allows you to programmatically set the operational state (operational, non-operational, on order, inventory, etc.) for a batch of configuration items. The action requires a list of CI identifiers and the operational state value to apply.

Creates an application service in ServiceNow CMDB or updates an existing one if a service with the same name already exists. Use this action when you need to register a new application service in the Configuration Management Database (CMDB). This endpoint performs a create-or-update operation: if an application service with the specified name already exists, it will be updated with the provided values rather than creating a duplicate.

Creates a new Linux server configuration item (CI) in the ServiceNow CMDB. Use this action when you need to register a new Linux server in the Configuration Management Database (CMDB). This endpoint creates a record in the cmdb_ci_linux_server table with the specified attributes including hostname, IP address, OS details, and operational information. The created record is returned with its sys_id and auto-generated details.

Inserts multiple records into a ServiceNow Import Set staging table. Use this action when you need to bulk-import configuration items (CIs) or other data into ServiceNow via an Import Set. Records are inserted into the specified staging table, which is processed by the associated transform map to load data into the target table (e.g., CMDB tables like cmdb_ci_server). The staging table name identifies the import set staging table (e.g., 'sys_import_set_row'), and the transform map associated with that table determines how each record is transformed. Note: Records are inserted into the Import Set staging table and will be transformed to the target table via the configured transform map.

Creates a single Configuration Item (CI) in ServiceNow CMDB with the specified attributes. Use this action when you need to register a new configuration item (such as servers, databases, network devices, or application services) in the Configuration Management Database. The CI class determines the available attributes and relationships for the item.

Creates an inbound and/or outbound relation for a specific configuration item (CI) in the ServiceNow CMDB. Use this action when you need to establish relationships between configuration items in the CMDB, such as indicating that a server 'runs on' hardware, a service 'depends on' a database, or an application 'hosts' middleware components. This action adds relations to the specified CI (identified by classname and sys_id) without modifying the CI itself. Relations are bidirectional in the CMDB - adding an outbound relation from CI A to CI B also creates a corresponding inbound relation on CI B. Common use cases: Building CMDB relationship maps, establishing application dependencies, defining infrastructure hierarchies, or documenting service relationships.

Assigns pre-defined or user-defined data classifications to existing dictionary entries. Use this action when you need to classify sensitive or confidential table columns according to your organization's data governance policies. This action classifies Dictionary [sys_dictionary] entries (table.column metadata) — not individual records — by assigning them one or more Data Classification [data_classification] labels such as 'Public', 'Internal', 'Confidential', or custom labels defined on the instance. Requires the admin or data_classification_admin role.

Removes all data classifications for a specific record in a ServiceNow table. Use this action when you need to clear/reset data classification labels from a record, such as when reclassifying sensitive data, removing outdated classifications, or preparing records for re-processing. This action clears all data classification entries associated with the specified record. Note: This operation may require appropriate ServiceNow permissions. If the user lacks permission to modify data classifications on the specified table, an error will be returned.

Inserts or updates configuration items (CIs) in ServiceNow CMDB using the enhanced Identification and Reconciliation API. Use this action when you need to bulk-insert or update multiple configuration items in the CMDB, with automatic identification of existing CIs based on identifying attributes (name, IP address, serial number, MAC address, hostname, or sys_id) and optional creation of CI relationships. This API provides better error handling and detailed per-item results compared to basic CMDB instance APIs. This action is useful for CMDB data population, reconciliation of discovered CIs against the CMDB, bulk CI updates, and establishing CI relationships during discovery or import workflows.

Queries the ServiceNow Identify and Reconcile API to determine whether a Configuration Item (CI) should be inserted (created) or updated in the CMDB based on identity matching rules. Use this action when you need to check whether a CI already exists in the CMDB before creating or updating it, or when you want ServiceNow to automatically determine the correct operation (INSERT vs UPDATE) based on configured identity matching rules and the provided attributes. This is commonly used during data migration, discovery integration, or bulk CI reconciliation workflows where the operation (create vs update) needs to be determined programmatically. Note: This action performs a query/reconciliation check only — it does not execute the actual INSERT or UPDATE operation. It returns the recommended operation and the matched CI details.

Performs identification and reconciliation of configuration items (CIs) in the ServiceNow CMDB. Use this action when you need to determine whether to insert a new CI or update an existing one based on matching attributes. The API compares the provided data against existing CIs and returns the recommended operation (insert/update) along with the matched or created CI details. This is useful for data imports, discovery integration, or synchronizing CI data from external sources. Note: When dry_run is false (default), this action may create or modify existing CIs in the CMDB.

Inserts incoming data into a specified ServiceNow staging table and triggers the associated transform map to move the data into the production table. Use this action when you need to bulk-import data into ServiceNow through the Import Set API. This is commonly used for data migration, integrating external data sources, or loading data from CSV files into ServiceNow tables. The staging table must have a transform map configured to map the staging table fields to the target production table fields.

Creates a new incident record in ServiceNow with the provided field values. Use this action when you need to log or report a new incident in ServiceNow IT Service Management. The created incident is returned with its sys_id and auto-generated incident number. This action specifically targets the incident table and includes incident-specific fields like urgency, impact, severity, incident_state, and caller_id for proper incident management workflows.

Creates a new interaction record in ServiceNow that can be linked to records in other tables (e.g., incidents, problems, cases). Use this action when you need to log or create an interaction between a customer and service desk, such as recording a phone call, chat session, email exchange, or API-initiated interaction that should be tracked and associated with a specific table record. The interaction is created in the 'interaction' table (com.glide.interaction) and linked to the specified table_name record. If no table_name record exists yet, the interaction can still be created standalone.

Closes an existing interaction record in ServiceNow by changing its state to closed. Use this action when you need to close or finalize an interaction that has been completed or resolved. This action changes the state of the interaction record to indicate that it is no longer active. Note: The interaction must be in a state that allows closing (e.g., not already closed). This action is typically used after an interaction has been handled and resolved. The body of the POST request can optionally include fields like 'state', 'opened_for', 'resolution_code', and 'resolution_notes' to provide additional context about the closure.

Registers or updates a device token for receiving push notifications through ServiceNow. Use this action when you need to register a mobile device token with ServiceNow's push notification system, enabling the device to receive push notifications from ServiceNow mobile apps. The action creates a new push installation or updates an existing one if the same token already exists for the specified push application. Common use cases: - Registering iOS devices for APNS push notifications - Registering Android devices for FCM push notifications - Updating existing device tokens when they change (token refresh) - Linking devices to specific ServiceNow users This action modifies the ServiceNow push notification registry — registered devices will be eligible to receive push notifications from ServiceNow.

Deactivates a mobile device installation from receiving push notifications using the ServiceNow Push Installation API. Use this action when you need to remove a mobile device's ability to receive push notifications from a ServiceNow push application. This effectively deactivates the device token that enables communication between ServiceNow and the mobile app on the specified device. This is commonly used when: - A user uninstalls the mobile app from their device - A device needs to be unregistered from push notifications - Managing device registrations for push notification campaigns Note: This action only deactivates the device token - it does not delete any data from ServiceNow.

Adds a specified catalog item to the current user's ServiceNow shopping cart. Use when a user wants to order or request a specific item from the Service Catalog, such as requesting a laptop, software license, or IT service. The item is added to the user's active shopping cart and can be reviewed or submitted in a later step. Note: The action operates on the authenticated user's cart. If the catalog item requires mandatory variables, they must be provided in the `variables` field, otherwise the request may fail.

Submits a ServiceNow Service Catalog item using the submit_producer endpoint. This action submits a catalog item with the provided variables and returns the created record details. The submit_producer endpoint is typically used for producer-type catalog items (like change producers) that create records in other tables. Use this action when you need to submit a Service Catalog item that uses a producer script to create records. This is commonly used for change requests, service requests, or other workflow-triggering catalog items. The action returns the created record's details including the sys_id, table name, and record number. This permanently creates a record in the ServiceNow instance.

Checks out the Service Catalog shopping cart and submits the order as a request. This action retrieves the items in the cart, creates a service catalog request, deletes the cart contents, and returns the request ID and number for tracking. The cart is emptied after successful checkout. This action is irreversible once the checkout is completed — the order has been submitted and cannot be cancelled through this action. Use this action when you need to finalize a Service Catalog order by submitting all items in the shopping cart for processing and approval.

Submits the Service Catalog shopping cart and creates a service catalog request. This action checks out the user cart, creates a service catalog request with all items in the cart, and returns the request ID and number for tracking. The cart contents are converted into a submitted order. This action is irreversible once submitted — the order has been created and cannot be cancelled through this action. Use this action when you need to finalize a Service Catalog order by submitting all items in the shopping cart for processing and approval. This is typically called after items have been added to the cart using other cart operations.

Checks out an order guide by updating variable values for selected catalog items. Use this action when a user needs to submit an order guide in ServiceNow's Service Catalog, providing variable values for the items within the order guide. The action retrieves the configured contents of the order guide with the submitted variable values applied. This is commonly used during the checkout process for order guides that contain pre-configured sets of catalog items (e.g., laptop requests, software bundles). The action sends a POST request with the order guide sys_id and variable values, and returns an array of catalog items included in the order guide checkout.

Orders a specified ServiceNow Service Catalog item immediately. This action submits an order for a catalog item without requiring cart checkout. The item is ordered directly with the specified quantity and optional variables. Use this action when you need to quickly order a known catalog item for a user. Use when you have a catalog item's sys_id and want to order it directly without adding it to a cart first. This action is useful for automated provisioning of standard items like laptop requests, software access, or access cards.

Inserts multiple records into a specified ServiceNow staging table and triggers the associated transform map. Use this action when you need to bulk-import data into ServiceNow via an Import Set. Records are inserted into the specified staging table, then processed by the transform map which maps staging fields to target table fields. This provides improved scalability and stability over inserting records one at a time. The staging table name identifies the import set staging table (e.g., 'sys_import_set_row'), and the transform map associated with that table determines how each record is transformed and loaded into the target table.

Creates a new change request in ServiceNow using the Change Management REST API. Use this action when you need to create and submit a new change request for approval and implementation. The action supports specifying change details such as short description, description, category, type, priority, risk, and impact. After creation, the change request will have a unique sys_id and number that can be used to retrieve, update, or delete it in subsequent operations.

Creates an association between a change request and one or more configuration items (CIs) in ServiceNow. Use this action when you need to link CIs (servers, databases, applications, etc.) to a change request in ServiceNow's Change Management module. This is commonly used to: - Define which infrastructure components are affected by a change - Include specific CIs in the scope of a change request - Track and manage CI relationships for change planning The action requires the change request sys_id and a list of CI sys_ids to associate.

Starts the conflict checking process for a ServiceNow change request, identifying scheduling conflicts with other changes or blackout windows. Use this action when you need to initiate a conflict check for a change request. This is typically used to verify that a change request doesn't conflict with other scheduled changes or fall within a blackout window. This is commonly used before approving or implementing a change to ensure proper scheduling and avoid resource conflicts. Note: This action starts the conflict check process asynchronously. Use the GetChangeConflict action to retrieve the results of the conflict check once it completes.

Creates an emergency change request in ServiceNow using the Change Management API. Use this action when you need to create an expedited change request that requires urgent approval and implementation due to critical business requirements or emergency situations. Emergency changes bypass standard approval workflows to enable rapid response to urgent needs. This action creates a new emergency change request record and returns the generated sys_id and change request number for future reference.

Creates a normal change request in ServiceNow using the Change Management REST API. Use when you need to create a standard change request that follows the normal approval workflow. Normal changes are subject to standard CAB (Change Advisory Board) review and approval processes before implementation. This action is appropriate for planned changes that can follow the normal change lifecycle. This action creates a new normal change request record and returns the generated sys_id and change request number for future reference and tracking.

Creates a new standard change request in ServiceNow using a pre-approved standard change template. Use this action when you need to create a standard change request based on a predefined template from the std_change_record_producer table. Standard changes follow a pre-approved workflow and are typically lower-risk changes that follow standardized procedures defined by the organization. The template_id parameter should be the sys_id of an active standard change template. This action creates a new change request record populated with the fields defined in the template.

Creates a new task for a ServiceNow change request using the Change Management REST API. Use this action when you need to add a new task or subtask to an existing change request, such as breaking down a change into smaller work items, assigning specific work to team members, or tracking additional work needed as part of the change process. The task will be automatically linked to the specified change request. After creation, use the returned sys_id to update or retrieve the task as needed.

Installs two or more ServiceNow application packages in a single batch operation via the CICD API. Use this action when you need to deploy multiple applications at once as part of a CI/CD pipeline or automated deployment process. The batch install allows for efficient bulk installation of related applications rather than installing them one at a time. This action is idempotent — running it multiple times with the same packages will produce the same result. Note: At least two packages must be specified for a batch install operation.

Installs the specified application from the ServiceNow app repository. Use this action when you need to install an application from the ServiceNow Store or a private app repository onto your ServiceNow instance. This is commonly used during CI/CD pipelines to automate the deployment of applications. The action requires the sys_id of the application to install, which can be obtained from the app repository records or from a previous application listing operation.

Initiates a full instance scan by running all active checks present in the ServiceNow instance. Use this action when you need to execute a comprehensive validation scan of your ServiceNow instance, running all configured active checks to identify configuration issues, best practice violations, or compliance problems. This is typically used during CI/CD pipelines or before major changes to ensure the instance meets required standards. This action starts an asynchronous scan operation - the response indicates the scan has been initiated with a 'running' state. Use the returned sys_id to track progress or retrieve detailed results.

Runs a CI/CD scan using a suite and target (scoped app) combination in ServiceNow. Use this action when you need to execute a compliance or best practices scan against a scoped application using a predefined scan suite and target combination. This is commonly used in CI/CD pipelines to validate that an application meets ServiceNow best practices before deployment or release. The combo_sys_id refers to a saved configuration that links a scan suite with a target scoped application. You can optionally override the target by providing target_scope_app_sys_id. This action modifies the ServiceNow instance by executing a scan. If async_execution is false (default), the request will wait for the scan to complete. Set async_execution to true if you want the scan to run in the background and return immediately.

Activates the specified plugin in ServiceNow's CICD Plugin API. Use this action when you need to activate a plugin on a ServiceNow instance as part of a CI/CD pipeline or automated deployment process. This is commonly used after deploying a plugin to enable its functionality on the target instance. This action modifies the state of the ServiceNow instance by activating the plugin. Ensure the plugin is compatible with your instance and that any prerequisites are met before activation.

Starts a specified automated test suite using ServiceNow's CI/CD Pipeline API. Use this action when you need to execute an automated test suite as part of a CI/CD pipeline or deployment process. This action initiates the test suite run and returns a progress identifier that can be used with GetSnCicdProgress to monitor execution status. The action is commonly used during automated testing phases in deployment pipelines to validate application changes before production deployment.

Creates a new trouble ticket in ServiceNow using the Service Operations Workspace Trouble Ticket Open API. Use this action when you need to create a new SD-WAN or network-related trouble ticket for tracking and resolution. This action sends a POST request to the sn_ind_tsm_sdwan trouble ticket API, creating a record in the Case or other configured ticket table. After creation, the ticket will have a unique sys_id and number that can be used to retrieve, update, or close it in subsequent operations. This action is specifically for the Service Operations Workspace / Service Management SD-WAN integration's trouble ticket creation functionality.

Creates a new service category record in the ServiceNow TMF Service Catalog API. This action calls the POST /api/sn_tmf_api/catalogmanagement/serviceCategory endpoint to create a top-level or nested service category within the ServiceNow Service Catalog. Use this action when you need to organize items in the service catalog into categories, enabling better navigation and grouping of related catalog offerings. Use this action when you need to add a new category to the ServiceNow Service Catalog for organizing catalog items such as requested items, record producers, or other offerings. For root categories, set is_root=true. For subcategories, provide the parent_id of the existing parent category. If the category name already exists within the same parent scope, the API may return a conflict error.

Inserts a new record into the specified ServiceNow table with the provided field values. Use this action when you need to create a new record in any ServiceNow table (e.g., incident, problem, change_request, task, sys_user). The created record is returned with its sys_id and auto-generated number. NOTE: This action uses the /api/now/table/ endpoint as documented. The existing CreateARecord action uses /api/now/v1/table/.

Creates a new incident record in the ServiceNow incident table using the Table API. Use this action when you need to create a new incident in ServiceNow, such as logging IT service disruptions, reporting bugs, or tracking system issues. The action accepts incident-specific fields like short_description, description, priority, impact, urgency, and assignment information. The created incident is returned with its auto-generated sys_id and display number (e.g., INC0010001). This action is specifically designed for the incident table and provides a more focused and intuitive interface compared to the generic table creation endpoint.

Creates or updates CMDB configuration items (CIs) using the ServiceNow Identification and Reconciliation Engine (IRE) via the identify-reconcile endpoint. Use this action when you need to upsert CIs into the CMDB with automatic deduplication. The IRE matches incoming CI data against existing records using configured identification rules (based on fields like name, IP address, serial number, etc.) and either updates the matched CI or creates a new one. This prevents duplicate configuration items from being created. You can also submit relationship data alongside CIs to create or update CI relationships (e.g., 'Contains', 'Depends on'). Note: Identification rules must be configured in ServiceNow for this endpoint to work correctly. If no matching rule is found, the IRE may create a new CI or reject the entry depending on your configuration.

Permanently deletes a specific record from a ServiceNow table using its sys_id. This is a destructive operation that cannot be undone. The record will be permanently removed from the table. Requires the user to have delete permissions on the specified table. If the record doesn't exist or the user lacks permissions, an error will be returned. Common use cases: Removing test data, cleaning up duplicate records, deleting obsolete incidents/problems/tasks.

Permanently deletes a specific attachment from ServiceNow using its sys_id. This is a destructive, irreversible operation — the attachment cannot be recovered once deleted. Requires the user to have delete permissions on the attachment. If the attachment doesn't exist or the user lacks permissions, an error will be returned. This action should be used when you have the specific sys_id of an attachment to remove (obtained from FindFile action). Use when you need to remove a specific file attachment from a record and know its sys_id.

Permanently deletes a specific attachment from ServiceNow using its sys_id via the v1 API endpoint. This is a destructive, irreversible operation — the attachment cannot be recovered once deleted. Requires the user to have delete permissions on the attachment record. If the attachment does not exist or the user lacks permissions, an error will be returned. This action uses the /api/now/v1/attachment/{sys_id} endpoint specifically. Use when you need to remove a specific file attachment from a record and already know its sys_id.

Permanently deletes a specific CSM (Customer Service Management) attachment from ServiceNow using its sys_id. This is a destructive, irreversible operation — the CSM attachment cannot be recovered once deleted. Requires the user to have delete permissions on the attachment. If the attachment doesn't exist or the user lacks permissions, an error will be returned. This action specifically targets attachments associated with CSM records (cases, etc.). Use when you need to remove a specific file attachment from a CSM record and know its sys_id.

Permanently deletes a specific task from a ServiceNow change request using its sys_id. This is a destructive, irreversible operation. The task will be permanently removed from the change request and cannot be recovered once deleted. Use this action with caution. Requires the user to have appropriate permissions to delete tasks from change requests. If the change request or task doesn't exist, or if the user lacks permissions, an error will be returned. Use this action when you need to clean up obsolete or incorrect tasks from change requests.

Permanently deletes a specific CI Lifecycle Management action from ServiceNow using its sys_id. Use this action when you need to remove a CI Lifecycle Management action record that is no longer needed. This action is irreversible — the CI action cannot be recovered once deleted. Requires the user to have appropriate permissions for the CI Lifecycle Management module. Use when you need to clean up obsolete, incorrect, or duplicate CI lifecycle action records.

Permanently unregisters an operator from the ServiceNow CI Lifecycle Management system. This action removes an operator registration for non-workflow users. This is a destructive, irreversible operation — once the operator is unregistered, it cannot be recovered and will need to be re-registered if needed again. Use this action with caution. Use when you need to clean up obsolete operator registrations for non-workflow users in the CI Lifecycle Management system. The user must have appropriate permissions to unregister operators. If the operator doesn't exist or the user lacks permissions, an error will be returned.

Permanently deletes a specific CMDB CI (Configuration Item) relation using its sys_id. This is a destructive, irreversible operation — the relation between two CIs cannot be recovered once deleted. The relation represents a connection between a parent and child CI (e.g., a server running an application). Requires the user to have the ITIL role and appropriate CMDB permissions. If the relation, CI, or class doesn't exist, or the user lacks permissions, an error will be returned. Use when you need to remove a specific relationship between two configuration items in the CMDB.

Permanently deletes a specific emergency change request from ServiceNow using its sys_id. This is a destructive operation that cannot be undone. The emergency change request will be permanently removed from the system. Use this action when an emergency change request is no longer needed or was created in error. Use this action when you need to remove an emergency change request from ServiceNow. This action is irreversible — the emergency change request cannot be recovered once deleted. Requires the user to have delete permissions for change requests. If the record doesn't exist, is not an emergency change request, or the user lacks permissions, an error will be returned.

Permanently deletes a specific incident from ServiceNow using its sys_id. This is a destructive, irreversible operation — the incident cannot be recovered once deleted. Requires the user to have delete permissions for the incident table. If the incident doesn't exist or the user lacks permissions, an error will be returned. Use this action when you need to remove a specific incident record and know its sys_id.

Permanently deletes a specific incident from ServiceNow using its sys_id via the Table API. This is a destructive, irreversible operation — the incident cannot be recovered once deleted. Requires the user to have delete permissions for the incident table. If the incident doesn't exist or the user lacks permissions, an error will be returned. Use when you need to remove a specific incident record and know its sys_id.

Removes a specific item from the current ServiceNow Service Portal shopping cart. This action permanently removes a cart item from the active shopping cart session. Use this action when a user wants to remove an unwanted item from their Service Catalog cart before submitting the order. This action is irreversible — once the item is removed, it must be added again if still needed. Use when you need to remove an item from a user's Service Portal shopping cart and have the cart item's sys_id.