Integrations · ServiceNow
Guild agents read and write ServiceNow records, browse the Service Catalog, inspect CMDB configuration items, and run aggregate queries across any table. Credentials are injected server-side so agent code never sees the API key. Credential policies let you limit each agent to specific operations, and every request passes through Guild’s audit trail.
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What the ServiceNow integration exposes
The tools cover table records (get, list, create, update, delete), aggregate queries (count, sum, average, min, max), attachments (list and get metadata), Service Catalog (search items, get item variables, place orders), and CMDB (list and get configuration items with attributes and relationships). Tools are named with theservicenow_ prefix. Use pick() to include only the tools your agent needs.
How it works
1
Open credentials in Guild
Go to Access & setup > Credentials in Guild and click Connect. Search for and select servicenow.
2
Paste your API key
Enter your ServiceNow REST API key into the API Key field. Guild stores it and sends it as the
x-sn-apikey header on every request.3
Scope the credential
Choose whether the credential serves the whole account, one workspace, yourself only, or a single agent. See Credentials for the full scoping options.
Why ServiceNow access needs governing
ServiceNow holds incident records, change requests, user data, CMDB assets, and catalog orders. An agent with an unrestricted credential can create, update, or delete records in any table. Credential policies let you write ALLOW and DENY rules that Guild’s proxy enforces before any request reaches ServiceNow, limiting agents by operation name or wildcard pattern. You can scope each rule to a specific agent or workspace, so one agent gets read-only access to incidents while another can place catalog orders. Guild injects the credential server-side after the policy check passes. Agent code, containers, prompts, and state never see the key. You can connect separate credentials at account, workspace, member, or agent scope, and the security architecture records every proxied call, giving you a full audit trail of what each agent did.About the ServiceNow integration
Agents can read and write records in any ServiceNow table, including incidents, changes, requests, and users. They can browse and order Service Catalog items, inspect CMDB configuration items and their relationships, and manage attachments. Aggregate queries allow agents to count or summarise records across tables. The integration isguildai~servicenow.
Authentication
- Type: API key
- Header: Guild sends the key as
x-sn-apikey: <key>
Setup
1
Connect ServiceNow
In Guild, go to Access & setup > Credentials, click Connect, select servicenow, and paste the key into API Key.
Usage
Selecting specific tools
Tools are named with theservicenow_ prefix. Use pick() to include only what your agent needs.
Tools
Tools in the latest published version ofguildai~servicenow:
Frequently asked questions
Can an agent order a Service Catalog item and then track the resulting request record?
Can an agent order a Service Catalog item and then track the resulting request record?
Yes. The agent uses
servicenow_order_catalog_item to place the order and servicenow_get_record or servicenow_list_records to query the request table for the resulting record by sys_id or encoded query.Does the integration support webhook events from ServiceNow?
Does the integration support webhook events from ServiceNow?
No. The catalog entry lists no webhook events for this integration, so agents cannot receive push notifications from ServiceNow.
How do I stop an agent from deleting records it should only read?
How do I stop an agent from deleting records it should only read?
Add a DENY rule for
servicenow_delete_record in the credential’s credential policy. DENY rules take precedence over any ALLOW rule, so the agent cannot delete records even if a broader ALLOW pattern would otherwise match.Can I give one agent a different ServiceNow account than the rest of my workspace?
Can I give one agent a different ServiceNow account than the rest of my workspace?
Yes. Connect a credential scoped to that agent alone using the Dedicated to this agent option on the installed agent’s page. Guild picks that credential ahead of any workspace or account credential when that agent runs.
Put a governed agent on ServiceNow this week
Book a demo
See how teams govern agents that use ServiceNow.
Talk to sales
Get access to Guild, then connect ServiceNow to your first agent.