ServiceNow

Category: ITSM / Customer Service
Connect by: Paste an API key
Official API docs: https://www.servicenow.com/docs/r/washingtondc/api-reference/rest-apis/c_TableAPI.html

What the agent can see

Capability	API call	Risk	Needs approval
List incidents, optionally filtered by an encoded sysparm_query. (docs)	GET /api/now/table/incident	🟢 low	— no
Retrieve a single incident by sys_id. (docs)	GET /api/now/table/incident/{sys_id}	🟢 low	— no
List customer service (CSM) cases. (docs)	GET /api/now/table/sn_customerservice_case	🟢 low	— no
Search knowledge base articles, optionally filtered by sysparm_query. (docs)	GET /api/now/table/kb_knowledge	🟢 low	— no

What the agent can do

Capability	API call	Risk	Needs approval
Create a new incident record (short_description required). (docs)	POST /api/now/table/incident	🟡 medium	✅ yes
Create a new customer service (CSM) case (short_description required). (docs)	POST /api/now/table/sn_customerservice_case	🟡 medium	✅ yes
Update fields on an existing incident by sys_id. (docs)	PATCH /api/now/table/incident/{sys_id}	🟡 medium	✅ yes
Append a work note to an existing incident by sys_id. (docs)	PATCH /api/now/table/incident/{sys_id}	🟢 low	— no

Connecting it

• You provide: OAuth access token (+ instance URL)
• Where to get it: In ServiceNow: System OAuth → Application Registry → create an OAuth API endpoint for external clients to get a Client ID/Secret; an integration user with the right role (sn_incident_read read-only, itil read/write, sn_customerservice_agent for Cases) mints the token. ServiceNow uses ROLES + ACLs, not OAuth scopes — least-privilege is enforced by the integration user's roles. Connect with your instance URL (https://<instance>.service-now.com) + token.
• Permissions/scopes: none / not scope-based

Account setup

• Account needed: An existing ServiceNow instance (enterprise-licensed). CSM Cases require the Customer Service Management plugin; Incidents require ITSM.
• App registration: System OAuth → Application Registry → OAuth API endpoint for external clients; assign the integration user a least-privilege role (sn_incident_read / itil / sn_customerservice_agent).
• Verification required: No app marketplace review — access is governed by the integration user's roles + ACLs on the instance.
• Testing: Use a ServiceNow Personal Developer Instance (developer.servicenow.com).

Limits

ServiceNow has no fixed default cap; admins set inbound REST Rate Limit Rules per user/role. HTTP 429 with Retry-After when exceeded.