ServiceNow
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Arcade Optimized
Arcade.dev LLM tools for ServiceNow ITSM
17tools
17require secrets
Arcade's ServiceNow toolkit provides 17 LLM-callable tools for interacting with a ServiceNow instance's ITSM platform — covering incidents, requests, records, catalog, CMDB, knowledge, and user/group lookup.
Capabilities
- Incident & record management: Create incidents, read/update arbitrary work records (incident, sc_request, sc_req_item, etc.), add comments or internal work notes, and reopen or transition records with full field-level conflict reporting.
- Search & discovery: Full-text and filtered search across work records, catalog items, configuration items (CMDB), knowledge articles, users, and assignment groups; counts and breakdowns by field.
- Service catalog: Look up catalog item details and mandatory variables, then place orders with pre-submission validation of required and constrained fields.
- CMDB & knowledge: Retrieve CIs with dependency relationships (upstream/downstream), and read full knowledge article bodies — both with graceful not-found envelopes instead of raised errors.
- Resilient writes with transparent warnings: UpdateRecord retries field-by-field on atomic rejections, resolves assignee/group names before writing, and surfaces ACL blocks, business-rule recalculations, and journal-author mismatches in
warningsrather than raising exceptions. - Session & identity:
WhoAmIverifies OAuth authorization and returns the caller'ssys_idfor queue-style filters without being a required preamble.
OAuth
Authentication uses OAuth 2.0 against the customer's own ServiceNow instance. See the Arcade ServiceNow auth provider docs for setup details.
Secrets
SERVICENOW_INSTANCE_URL— The base URL of the target ServiceNow instance (e.g.,https://yourcompany.service-now.com). This tells every tool which instance to route requests to. Obtain it from your ServiceNow administrator or from the browser address bar when logged into your instance; it is the scheme + hostname with no trailing slash and no path. Every organization that licenses ServiceNow has exactly one (or more, for dev/test/prod environments) such URL.
Configure secrets in the Arcade secrets dashboard and see the Arcade secrets guide for general setup instructions.
Available tools(17)
17 of 17 tools
Operations
Behavior
| Tool name | Description | Secrets | |
|---|---|---|---|
Add a comment or internal work note to a work record.
The note is normally attributed to the authenticated ServiceNow user. Some
instances have a business rule that attributes every journal entry to a
fixed integration/service persona regardless of which OAuth identity made
the write — a structural property of that instance's configuration, not a
per-call fluke. When that happens here, ``warnings`` names the mismatched
author so the discrepancy is visible on every affected write, not just
guessed at afterward. Work notes are internal and visible only to
fulfillers; customer-visible comments are seen by the requestor who opened
the record. | 1 | ||
Open a new incident. Returns the incident number the caller can quote.
The authenticated ServiceNow user is recorded as the caller unless overridden
with ``caller``. A short description is required; every other field is optional. | 1 | ||
Read a catalog item's details and the options required to order it.
Check each variable's ``mandatory`` flag before submitting an order — an
order missing a required variable is rejected before anything is submitted. | 1 | ||
Read a configuration item together with what it depends on and what depends on it.
A missing or unreadable item returns a not-found envelope (``found`` false)
rather than raising. When ``ci_class`` doesn't match this sys_id's real,
more-specific class, the base ``cmdb_ci`` class is tried automatically
before concluding not-found, since every CI is reachable through it
regardless of its specific subtype. | 1 | ||
Read a knowledge article's full body.
A missing article, or one the caller is not entitled to read, returns a
not-found envelope (``found`` false) rather than raising. | 1 | ||
Read a work record together with its full comment and work-note history.
A missing or unreadable identifier returns a not-found envelope (``found``
false) rather than raising, so a stale or guessed identifier can be recovered
within the same turn. When the most recent activity entry's author doesn't
match the authenticated caller, that's reported in ``warnings`` too — some
instances attribute every journal entry to a fixed persona regardless of who
wrote it, so ``author`` in the activity history may not name the true writer. | 1 | ||
Count work records matching a filter, optionally broken down by a field.
The count reflects only work records the authenticated caller can see —
the same visibility every other tool in this toolkit applies. For
sc_request/sc_req_item, text also matches the ordered catalog item's name,
since a request's own short description is otherwise structurally blank. | 1 | ||
Discover the valid choice values for a work-record field on this instance.
Choice lists are instance-customized, so a state or priority filter that
another tool rejected can be corrected by reading the values this returns. | 1 | ||
Order an item from the service catalog. Returns the request number.
Every variable marked mandatory on the item must be present in ``variables``,
or the order is rejected before anything is submitted. A variable with a
non-empty set of configured options is also rejected here before submission
if the supplied value doesn't match one of those options (by value or by
label). | 1 | ||
Find ServiceNow assignment groups by full or partial name, to route work to them. | 1 | ||
Find service catalog items matching a described need. | 1 | ||
Find configuration items (systems) by name, optionally narrowed to a CMDB class. | 1 | ||
Search the knowledge base for articles matching a described problem or topic.
Only articles the caller is entitled to read are returned; a search matching
nothing (including everything the caller cannot read) returns an empty list,
not an error. | 1 | ||
Find work records of one type by text, assignment, state, priority, or recency.
With no filters, returns the caller's most recently updated active records of
that type. A search matching nothing returns an empty list, not an error.
For sc_request/sc_req_item, text also matches the ordered catalog item's name,
since a request's own short description is otherwise structurally blank. | 1 | ||
Find ServiceNow users by name or email, to assign or contact them. | 1 | ||
Change one or more fields on a work record. Fields not specified are left untouched.
A person or team named by ``assigned_to``/``assignment_group``/``caller`` is resolved
to a real ServiceNow record before anything is written; if the name can't be
resolved (no match, or more than one candidate), that field alone is left
unchanged and explained in ``warnings`` rather than raising, while every other
field given in the same call is still written — so it can be retried with just
the corrected name. A field the instance's own business rules recalculate
or reject after the write (e.g.
``priority`` recomputed from ``impact``/``urgency``, or an invalid ``state``)
is also reported in ``warnings`` when the written value didn't stick. A write
the instance's ACLs reject outright (e.g. a 403 tied to the record's current
assignment) is reported in ``warnings`` the same way, instead of raising.
Changing ``state`` away from a resolved/closed state (reopening a record)
without also setting ``close_code``/``close_notes`` in the same call can
clear those fields as a platform side effect; when that happens it is
reported in ``warnings`` too, not left for a separate read to discover.
When more than one field is given and the instance rejects the combined
write atomically (some business rules abort on a specific field
combination), each field is retried on its own so the ones that apply
cleanly still get written instead of the whole call failing silently. | 1 | ||
Return the authenticated ServiceNow user's profile.
Use this to verify the configured instance and OAuth authorization, and to get
the caller's own sys_id for "my queue"-style filters; it is not a required
preamble to the other tools. | 1 |
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