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ServiceNow

Connect your ServiceNow ITSM platform to enable CloudThinker agents to manage incidents, change requests, problems, and CMDB configuration items.

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Supported Platforms

PlatformSupport
ServiceNowXanadu, Yokohama, and newer releases
ServiceNow ITSMAll editions
ServiceNow ITOMAll editions
ServiceNow supports N and N-1 releases. Older releases (Washington DC, Vancouver, etc.) are end-of-life. CloudThinker uses the ServiceNow REST API which is stable across all recent releases.

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Setup

1

Find Your Instance URL

Your developer instance URL follows the format:
https://devXXXXX.service-now.com
2

Add Connection in CloudThinker

Navigate to Connections → ServiceNow and enter:
  • Instance URL: Your developer instance URL
  • Username: Your admin username
  • Password: Your admin password
No additional role configuration is needed — the default admin user has full API access.

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Connection Details

FieldDescriptionExample
SERVICENOW_INSTANCE_URLYour ServiceNow instance URLhttps://your-instance.service-now.com
SERVICENOW_USERNAMEServiceNow usernamecloudthinker
SERVICENOW_PASSWORDServiceNow passwordyour-secure-password

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Required Permissions

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Developer Instance

No additional configuration needed — the default admin user has full access.

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Enterprise Instance

RoleAccess
itilFull CRUD on incidents, changes, problems, and other ITSM task tables
cmdb_readRead-only access to CMDB configuration items
rest_api_explorerREST API access

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Agent Capabilities

Once connected, agents can:
CapabilityDescription
Incident ManagementCreate, update, and resolve incidents
Change RequestsCreate and review change requests with risk assessment
Problem ManagementTrack and analyze problem records
CMDB QueriesQuery configuration items and dependencies
User & Group LookupFind users, groups, and their assignments
Natural Language SearchSearch across any ServiceNow table

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Example Prompts

@alex list all open P1 incidents and identify patterns
@alex review pending change requests and assess risk
@alex query the CMDB for all production servers and their dependencies
@alex find users in the Network Operations group with open incident assignments

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Troubleshooting

  • Verify the ServiceNow instance URL is correct and accessible
  • Check the instance is not in maintenance mode
  • Ensure no IP restrictions are blocking CloudThinker
  • Verify username and password are correct
  • Check the user account is active and not locked
  • Ensure the user has rest_api_explorer or equivalent API access role
  • Verify the user has the required roles for the table being accessed
  • Check ACL rules allow the user to read/write the table
  • For CMDB access: ensure cmdb_read role is assigned
  • ServiceNow may throttle API requests under heavy load
  • Reduce concurrent operations if you see 429 errors
  • Contact your ServiceNow admin to review rate limit settings

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Security Best Practices

  • Dedicated user - Create a dedicated ServiceNow user for CloudThinker
  • Minimal roles - Grant only the roles needed for your use case
  • Password rotation - Rotate passwords every 90 days
  • IP restrictions - Consider limiting API access to CloudThinker IPs
  • Audit trail - Enable and review ServiceNow system logs for the CloudThinker user

PagerDuty Connection

Incident management and on-call

Elasticsearch Connection

Correlate logs with ServiceNow incidents