ServiceNow

​

Overview

Phinite’s ServiceNow predefined tool lets workspace assistants call ServiceNow APIs through DevStudio after you save a connection under Integrations → Predefined tools. Manage ServiceNow incidents, change requests, problems, users, knowledge articles, CMDB CIs, and any table record via the Table and Aggregate APIs.

​

What this integration enables

• Automate workflows using this predefined tool from agent graphs
• Connect once under Integrations and reuse across assistants
• Enable individual subtools per agent in Graph Studio

​

Required credentials

• Instance Name instance (required)
• Username username (optional)
• Password password (optional)
• Access Token access_token (optional)

​

Setup steps

1. developer.servicenow.com → Request Instance → use instance URL, admin username, and password or access token.
2. Log into your Phinite workspace at app.phinite.ai
3. Navigate to Integrations → Predefined tools
4. Select ServiceNow
5. Click + Add Configuration
6. Enter the credential fields listed above
7. Select assistants that should use this connection
8. Click Save Configuration

​

Configure in Graph Studio

1. Open an agent in Graph Studio
2. Select the agent node → Tools tab → Add a new tool
3. Choose ServiceNowTool (or search for ServiceNow)
4. Select your saved connection or add a new one
5. Enable the subtools your workflow needs and save

​

Predefined tools

Phinite provides 31 subtools for ServiceNow:

• List Incidents: List incidents from the ServiceNow incident table. Supports encoded query filtering and pagination.
• Get Incident: Retrieve a single incident by its sys_id.
• Create Incident: Create a new incident. Provide field name-value pairs (e.g. short_description, urgency, impact, category, assignment_group).
• Update Incident: Update an existing incident by sys_id. Only supply the fields to change.
• Delete Incident: Delete an incident by sys_id. This action is irreversible.
• List Change Requests: List change requests. Supports encoded query filtering and pagination.
• Get Change Request: Retrieve a single change request by sys_id.
• Create Change Request: Create a new change request with the given field values.
• Update Change Request: Update an existing change request by sys_id.
• List Problems: List problem records. Supports encoded query filtering and pagination.
• Get Problem: Retrieve a single problem record by sys_id.
• Create Problem: Create a new problem record.
• List Users: List users from the sys_user table. Supports query filtering and pagination.
• Get User: Retrieve a single user by sys_id.
• Create User: Create a new user in sys_user table.
• List Knowledge Articles: List knowledge articles from the kb_knowledge table.
• Get Knowledge Article: Retrieve a single knowledge article by sys_id.
• List Cmdb Cis: List CMDB configuration items from the cmdb_ci table.
• Get Cmdb Ci: Retrieve a single CMDB configuration item by sys_id.
• Get Table Stats: Get aggregate statistics (count, min, max, avg, sum) for a table using the Aggregate API. Use group_by to group results.
• Update User: Update an existing user by sys_id. Only supply the fields to change.
• Delete User: Delete a user by sys_id. This action is irreversible.
• List Table Records: List records from any ServiceNow table. Use table_name to target any table (e.g. incident, change_request, sys_user, cmdb_ci).
• Get Table Record: Get a single record from any ServiceNow table by sys_id.
• Create Table Record: Create a new record in any ServiceNow table.
• Update Table Record: Update a record in any ServiceNow table by sys_id.
• Delete Table Record: Delete a record from any ServiceNow table by sys_id.
• List Business Services: List business services from the cmdb_ci_service table.
• List Departments: List departments from the cmn_department table.
• List User Groups: List user groups from the sys_user_group table.
• List User Roles: List user roles from the sys_user_role table.

​

Documentation & resources

• Official documentation: https://developer.servicenow.com/dev.do
• Phinite documentation: Servicenow

​

Notes

• Store API keys and tokens securely; many providers show secrets only once
• Use separate connections for Dev, UAT, and Prod environments where possible
• Test with a minimal subtool call after saving credentials