> ## Documentation Index
> Fetch the complete documentation index at: https://docs.cloudthinker.io/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow

> Connect ServiceNow ITSM to CloudThinker for incident, change request, problem, and CMDB management

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

***

## Supported Platforms

| Platform            | Support                              |
| ------------------- | ------------------------------------ |
| **ServiceNow**      | Xanadu, Yokohama, and newer releases |
| **ServiceNow ITSM** | All editions                         |
| **ServiceNow ITOM** | All editions                         |

<Info>
  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.
</Info>

***

## Setup

<Tabs>
  <Tab title="Developer Instance">
    <Steps>
      <Step title="Find Your Instance URL">
        Your developer instance URL follows the format:

        ```
        https://devXXXXX.service-now.com
        ```
      </Step>

      <Step title="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.
      </Step>
    </Steps>
  </Tab>

  <Tab title="Enterprise Instance">
    <Steps>
      <Step title="Create a Dedicated User">
        In ServiceNow, navigate to **User Administration → Users** and create a new user:

        * **User ID**: `cloudthinker`
        * **Password**: A strong, unique password
        * **Active**: Checked
      </Step>

      <Step title="Assign Roles">
        Assign the following roles to the user:

        * `itil` — for incident, change, and problem management
        * `cmdb_read` — for CMDB read access
        * `rest_api_explorer` — for API access

        For read-only access, use a custom role with only read permissions on the required tables.
      </Step>

      <Step title="Find Your Instance URL">
        Your ServiceNow instance URL follows the format:

        ```
        https://your-instance.service-now.com
        ```
      </Step>

      <Step title="Add Connection in CloudThinker">
        Navigate to **Connections → ServiceNow** and enter:

        * **Instance URL**: Your ServiceNow instance URL
        * **Username**: `cloudthinker`
        * **Password**: The password you set
      </Step>
    </Steps>
  </Tab>
</Tabs>

***

## Connection Details

| Field                         | Description                  | Example                                 |
| ----------------------------- | ---------------------------- | --------------------------------------- |
| **SERVICENOW\_INSTANCE\_URL** | Your ServiceNow instance URL | `https://your-instance.service-now.com` |
| **SERVICENOW\_USERNAME**      | ServiceNow username          | `cloudthinker`                          |
| **SERVICENOW\_PASSWORD**      | ServiceNow password          | `your-secure-password`                  |

***

## Required Permissions

### Developer Instance

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

### Enterprise Instance

| Role                | Access                                                                |
| ------------------- | --------------------------------------------------------------------- |
| `itil`              | Full CRUD on incidents, changes, problems, and other ITSM task tables |
| `cmdb_read`         | Read-only access to CMDB configuration items                          |
| `rest_api_explorer` | REST API access                                                       |

***

## Agent Capabilities

Once connected, agents can:

| Capability                  | Description                                            |
| --------------------------- | ------------------------------------------------------ |
| **Incident Management**     | Create, update, and resolve incidents                  |
| **Change Requests**         | Create and review change requests with risk assessment |
| **Problem Management**      | Track and analyze problem records                      |
| **CMDB Queries**            | Query configuration items and dependencies             |
| **User & Group Lookup**     | Find users, groups, and their assignments              |
| **Natural Language Search** | Search across any ServiceNow table                     |

### Example Prompts

```bash theme={null}
@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
```

***

## Troubleshooting

<Accordion title="Connection refused">
  * Verify the ServiceNow instance URL is correct and accessible
  * Check the instance is not in maintenance mode
  * Ensure no IP restrictions are blocking CloudThinker
</Accordion>

<Accordion title="Authentication failed">
  * 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
</Accordion>

<Accordion title="Permission denied on table">
  * 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
</Accordion>

<Accordion title="Rate limiting">
  * 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
</Accordion>

***

## 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

***

## Related

<CardGroup cols={2}>
  <Card title="PagerDuty Connection" icon="https://mintcdn.com/cloudthinker/aLd-ttc-SCW-aFky/images/icons/pagerduty.svg?fit=max&auto=format&n=aLd-ttc-SCW-aFky&q=85&s=cdc34a966d5d46da70c3bc509a2a7492" href="/guide/connections/pagerduty" width="24" height="24" data-path="images/icons/pagerduty.svg">
    Incident management and on-call
  </Card>

  <Card title="Elasticsearch Connection" icon="https://mintcdn.com/cloudthinker/aLd-ttc-SCW-aFky/images/icons/elasticsearch.svg?fit=max&auto=format&n=aLd-ttc-SCW-aFky&q=85&s=c7389cfcd0bc8d303aeeb68bd19199ca" href="/guide/connections/elasticsearch" width="24" height="24" data-path="images/icons/elasticsearch.svg">
    Correlate logs with ServiceNow incidents
  </Card>
</CardGroup>