ServiceNow

API

The ServiceNow connector is an API connector for ServiceNow ITSM. It fetches incidents and change requests via the Table API and produces structural claims for state, priority, assignee, and category. Text extraction runs on descriptions and close notes.

How it works

Queries the ServiceNow Table API (/api/now/table/{table}) with basic auth or OAuth
Supports multiple tables — default: incident and change_request
Produces structural claims for each record (state, priority, assignee, category, opener)
Description and close notes fields are run through text extraction for additional claims
Supports encoded queries for server-side filtering (e.g. state=1^priority=1)
Pagination handled automatically via sysparm_offset

Claim patterns

Subject	Predicate	Object
`(INC number, incident)`	`assigned_to`	`(name, person)`
`(INC number, incident)`	`has_state`	`(state, status)`
`(INC number, incident)`	`has_priority`	`(priority, level)`
`(INC number, incident)`	`categorized_as`	`(category, category)`
`(INC number, incident)`	`opened_by`	`(name, person)`

1 Get ServiceNow instance credentials

You need a ServiceNow instance URL (e.g. mycompany.service-now.com) and either basic auth credentials (username + password) or an OAuth token with read access to the tables you want to query.

2 Install requests

$ pip install requests

3 Connect

conn = db.connect("servicenow",
    instance="mycompany.service-now.com",
    username=os.environ["SNOW_USER"],
    password=os.environ["SNOW_PASS"],
)
result = conn.run(db)

Parameter	Required	Default	Description
`instance`	Yes	—	ServiceNow instance hostname (e.g. `mycompany.service-now.com`)
`username`	No*	—	Username for basic auth (*required if `token` not provided)
`password`	No*	—	Password for basic auth (*required if `token` not provided)
`token`	No*	—	OAuth Bearer token (*alternative to username/password)
`tables`	No	`["incident", "change_request"]`	List of ServiceNow tables to query
`query`	No	None	Encoded query string for server-side filtering
`max_items`	No	`500`	Maximum number of records to fetch per table
`extraction`	No	`heuristic`	Text extraction mode for descriptions: `heuristic` or `llm`
`save`	No	`False`	Encrypt and persist credentials

Basic usage

conn = db.connect("servicenow",
    instance="mycompany.service-now.com",
    username=os.environ["SNOW_USER"],
    password=os.environ["SNOW_PASS"],
)
result = conn.run(db)
print(f"Ingested {result.claims_ingested} claims")

With query filter

conn = db.connect("servicenow",
    instance="mycompany.service-now.com",
    username=os.environ["SNOW_USER"],
    password=os.environ["SNOW_PASS"],
    tables=["incident"],
    query="state=1^priority=1",
    max_items=100,
)
result = conn.run(db)

With OAuth token

conn = db.connect("servicenow",
    instance="mycompany.service-now.com",
    token=os.environ["SNOW_OAUTH_TOKEN"],
    extraction="llm",
    save=True,
)
result = conn.run(db)