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

# ServiceNow

> Prepare incident lookup and reviewed work notes with instance-specific authentication and access controls.

Plan a ServiceNow workflow that reads an approved incident and drafts a work note. Keep assignment changes, state transitions, and customer-visible comments as separate decisions.

<Note>
  There is no native ServiceNow connector in the current catalog. This guide covers preparation for an external integration, not a released incident runner.
</Note>

## Prepare incident access

You need an instance administrator, a test incident, and an agreed list of tables and fields the integration may access.

<Steps>
  <Step title="Review the instance's access controls" id="servicenow-access">
    ServiceNow's [REST API documentation](https://www.servicenow.com/docs/r/api-reference/rest-api-explorer/c_RESTAPI.html) describes Basic or OAuth authentication and endpoint, table, and field access controls. Select an approved method and the minimum required roles. Do not use an administrator account as a shortcut around a rejected request.
  </Step>

  <Step title="Define a precise incident lookup" id="servicenow-lookup">
    Resolve the instance, table, and record's `sys_id`. Return only required incident fields. Have your service constrain filters and identifiers instead of accepting unrestricted generated queries. A field omitted by access control should remain unavailable.
  </Step>

  <Step title="Review the destination field" id="servicenow-note">
    Confirm the target incident, text, and intended audience before a future write. Review work notes separately from comments and verify visibility in your instance. On timeout or conflict, read the current record before retrying. Do not report a state transition as complete without its saved result.
  </Step>
</Steps>

Use [auth connections](/agents-platform/configure/authentication/auth-connections) for supported manual configuration and [tool authoring](/agents-platform/configure/tools/overview) for the action contract. Your integration still owns instance-specific authorization and execution.

## Frequently asked questions

<AccordionGroup>
  <Accordion title="Why can authentication succeed while a record read fails?" id="faq-servicenow-record-access">Authentication identifies the caller. Endpoint, table, and field controls determine what that caller can access. Review those controls with the instance administrator.</Accordion>
  <Accordion title="Can a saved tool bypass the incident workflow?" id="faq-servicenow-workflow">No. The provider's workflow rules and authorization still apply. Validate permitted changes against the current record.</Accordion>
</AccordionGroup>


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