ServiceNow
ServiceNow is a cloud-based platform that automates IT service management, streamlines business processes, and provides comprehensive workflow automation capabilities.
Example Use Cases
IT Service Automation
Automatically create incidents, manage service requests, and orchestrate IT workflows with intelligent routing and escalation.
Knowledge Base Integration
Sync knowledge articles between systems, maintain documentation, and provide automated knowledge recommendations for incidents.
User and Company Management
Synchronize user records, manage company profiles, and maintain accurate organizational data across ServiceNow and external systems.
Supported Actions
Record Operations
- Create table models (incidents, tasks, users, companies, knowledge articles, etc.)
- Retrieve specific records (incidents, tasks, users, companies, cases, contacts, knowledge articles, knowledge categories)
- List table models (incidents, users, tasks, knowledge bases, cases)
- Update specific fields of records (incidents, tasks, users, companies, cases, contacts, knowledge articles)
- Replace entire records (incidents, tasks, users, companies, cases, contacts, knowledge articles, knowledge categories)
- Delete table models (incidents, tasks, knowledge bases, companies, users)
- Count records (incidents, tasks, users, companies, knowledge articles)
Custom Field Management
- Retrieve custom fields for companies
- Retrieve custom fields for users
- Retrieve custom fields for incidents
- Retrieve custom fields for cases
- Retrieve custom fields for tasks
Table Management
- Get table names for models (incidents, tasks, knowledge bases, users, companies)
- Manage table structures and schemas
Frequently Asked Questions
How does ServiceNow integration handle complex workflows?
Durable integrates seamlessly with ServiceNow's workflow engine, enabling complex multi-step processes with conditional logic, approvals, and automated escalation based on your organization's ITSM policies.
Can I work with custom ServiceNow tables?
Yes! Durable can create, read, update, and delete records from any ServiceNow table, including custom tables specific to your organization. Custom field retrieval is fully supported.
How are ServiceNow custom fields handled?
Durable can retrieve custom field definitions for any table, allowing you to dynamically work with organization-specific fields without hardcoding schemas.
What record types are supported?
All standard ServiceNow records are supported including incidents, tasks, users, companies, knowledge articles, cases, contacts, and knowledge categories, plus any custom tables.
Can I replace or partially update records?
Yes! You can either update specific fields while preserving others, or replace entire records with new data. This flexibility supports various integration patterns.
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