> ## Documentation Index
> Fetch the complete documentation index at: https://ai-kb.automationanywhere.com/llms.txt
> Use this file to discover all available pages before exploring further.

# ServiceNow Toolkit

> List, create, update, and search ServiceNow cases with username/password credentials

The **ServiceNow** toolkit lets agents list, get, create, update, and search cases, and read choice options for fields. Authentication uses your ServiceNow **instance URL** plus **username** and **password** (Basic auth) saved as a connection.

Add it on the agent **Toolkits** tab and create or select a ServiceNow connection.

## Prerequisites

* A ServiceNow instance URL
* A user with access to the case table (or default table) the agent should use
* An agent you can edit

## Setup

1. Open the agent → **Toolkits** → add **ServiceNow**.
2. Create a connection with:
   * **Base URL** (required)
   * **Username** and **password** (required)
   * Optional default table if your process uses a non-default table
3. Save the agent. `@`-mention ServiceNow tools for case management.

## Available tools

| Tool                   | Description                        |
| ---------------------- | ---------------------------------- |
| **List Cases**         | Lists cases.                       |
| **Get Case**           | Returns a single case.             |
| **Create Case**        | Creates a case.                    |
| **Update Case**        | Updates a case.                    |
| **Search Cases**       | Searches cases by criteria.        |
| **Get Choice Options** | Returns choice values for a field. |

## Use cases

* Open an incident/case from a chat report
* Search open cases and summarize status
* Update priority or assignment after triage

## Tips

* Prefer a dedicated integration user with least privilege.
* Use **Get Choice Options** before setting status or priority fields.
* Store credentials in a saved connection — do not put them in the personality prompt.

## Troubleshooting

| Symptom                | What to check                                                   |
| ---------------------- | --------------------------------------------------------------- |
| Unauthorized           | Username/password and instance URL (`https://…service-now.com`) |
| Empty list / not found | Table name and ACL permissions for the user                     |
| Create/update rejected | Required fields and valid choice values                         |

## Related

* [Freshservice](/agents/toolkits/freshservice)
* [Zoho Desk](/agents/toolkits/zoho-desk)
* [PagerDuty](/agents/toolkits/pagerduty)
* [Toolkits overview](/agents/toolkits/overview)