> For the complete documentation index, see [llms.txt](https://docs.pagerly.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.pagerly.io/sre-ai-agent/data-sources/servicenow.md).

# ServiceNow

## What the Agent Can Do

* Search incidents — find related or recent incidents for context
* Get incident details — description, work notes, assignment, priority
* Search change requests — find recent changes that might have caused the incident
* Search CMDB — find configuration items (servers, services, applications)

## Setup Instructions

1. Log into your **ServiceNow instance**
2. Go to **System Security** > **Users** > create or select a user
3. Assign the `itil` or `snc_read_only` role
4. Set a password or generate an API key
5. Enter your instance URL and credentials in the Pagerly dashboard

## Required Credentials

| Field                   | Description                               | Example                               |
| ----------------------- | ----------------------------------------- | ------------------------------------- |
| **Password or API Key** | ServiceNow password or API key            | `your-password`                       |
| **Username**            | ServiceNow username with read permissions | `pagerly.api`                         |
| **Instance URL**        | Your ServiceNow instance URL              | `https://yourcompany.service-now.com` |

{% hint style="info" %}
**The `snc_read_only` role** is recommended. It provides read access to all tables without modification permissions.
{% endhint %}

## Context Prompt Tips

> *"Our assignment group is Backend-Oncall. Critical incidents are priority=1. Change requests use the standard change model."*

## Docs

* [ServiceNow REST API Reference](https://developer.servicenow.com/dev.do#!/reference/api/tokyo/rest/)