ServiceNow Block

Work with the ServiceNow Table API to query records with encoded queries, create new records, read a record by sys_id, and update existing records. Authenticate with your instance URL and Basic auth credentials. Reach for this block whenever a workflow needs to read or write ITSM data — incidents, tasks, users, change requests, or any custom table — in a ServiceNow instance.

Overview

When to Use

• Query a ServiceNow table (e.g. incident, task, sys_user) with an encoded query and retrieve matching records.
• Create a new record in any ServiceNow table by supplying a JSON object of field values.
• Fetch a single record by its sys_id when you already know the exact record identifier.
• Update one or more fields on an existing record identified by its sys_id.
• Integrate ITSM data into broader AI workflows — for example, automatically opening an incident when a monitoring alert fires, or resolving a ticket after a remediation step completes.
• Pass ServiceNow record data downstream to an Agent or other processing blocks for analysis or enrichment.

Configuration

Operation (required)

Selects which ServiceNow Table API action the block executes. The value determines which additional fields appear.

Table Name (required)

The name of the ServiceNow table to target (e.g. incident, task, sys_user, change_request). Required for all operations.

Encoded Query

An encoded query string used to filter records (e.g. active=true^priority=1). Follows the ServiceNow encoded query syntax. Only shown when Operation is servicenow_query_table. Optional — omit to return the first N records from the table with no filter.

Limit

Maximum number of records to return. Defaults to 10 when not set. Only shown when Operation is servicenow_query_table. Optional.

Record sys_id

The sys_id of the specific record to retrieve or update (e.g. 6816f79cc0a8016401c5a33be04be441). Shown when Operation is servicenow_get_record or servicenow_update_record. Required for those operations.

Fields

A JSON object of field names and values to write. For servicenow_create_record, this defines the new record (e.g. {"short_description": "Issue title", "priority": "1"}). For servicenow_update_record, only the fields listed are changed; all other fields remain untouched. Shown when Operation is servicenow_create_record or servicenow_update_record. Required for those operations.

Instance URL (required)

The full URL of your ServiceNow instance (e.g. https://dev12345.service-now.com). Required for all operations. Do not include a trailing slash.

Username (required)

The ServiceNow username used for Basic authentication. Required for all operations.

Password (required)

The ServiceNow password for the above username. Stored as a secret. Required for all operations.

Inputs & Outputs

Inputs:

• operation (string) — Operation to perform; one of servicenow_query_table, servicenow_create_record, servicenow_get_record, or servicenow_update_record.
• instanceUrl (string) — ServiceNow instance URL.
• username (string) — ServiceNow username.
• password (string) — ServiceNow password.
• tableName (string) — Table name.
• sysId (string) — Record sys_id (used by Get record and Update record operations).
• fields (json) — Field values as a JSON object (used by Create record and Update record operations).
• query (string) — Encoded query string (used by Query table operation).
• limit (number) — Result limit (used by Query table operation).

Outputs:

• data (json) — Result record or array from ServiceNow. For servicenow_query_table this is an array of records; for the other operations it is a single record object.
• metadata (json) — Response metadata. For Query table: { table, count }. For Get/Create/Update record: { table, sysId }.

Tools

• ServiceNow Query Table (servicenow_query_table) — Issues a GET request to /api/now/table/{tableName} with an optional sysparm_query filter and sysparm_limit. Returns an array of matching records plus a count in metadata.
• ServiceNow Create Record (servicenow_create_record) — Issues a POST request to /api/now/table/{tableName} with a JSON body of field values. Returns the newly created record and its sys_id in metadata.
• ServiceNow Get Record (servicenow_get_record) — Issues a GET request to /api/now/table/{tableName}/{sysId}. Returns the single requested record and its sys_id in metadata.
• ServiceNow Update Record (servicenow_update_record) — Issues a PATCH request to /api/now/table/{tableName}/{sysId} with a JSON body of the fields to change. Returns the updated record and its sys_id in metadata.

All tools authenticate using HTTP Basic auth (username + password encoded as a Base64 header).

YAML Example

servicenow_1:
  type: servicenow
  name: "ServiceNow"
  inputs:
    operation: "servicenow_query_table"
    instanceUrl: "{{SERVICENOW_INSTANCE_URL}}"
    username: "{{SERVICENOW_USERNAME}}"
    password: "{{SERVICENOW_PASSWORD}}"
    tableName: "incident"
    query: "active=true^priority=1"
    limit: 20
  connections:
    outgoing:
      - target: next-block-id