Merge Unified's ServiceNow integration Merge Agent Handler's ServiceNow MCP server

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ServiceNow

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Available tools

list_change_requests

Change management operations: Search and retrieve IT change requests with advanced filtering, pagination, and comprehensive metadata retrieval. Run discoverrequiredfields('change_request') first to understand available fields, approval workflows, and filtering options for your ServiceNow instance.

get_change_request

Change request lookup: Retrieve comprehensive details, approval status, and related records for a specific change request by system ID

create_change_request

Create new IT change request with automated validation. ServiceNow API returns detailed errors for invalid fields. Use discoverrequiredfields('change_request') to preview requirements and approval workflows.

update_change_request

Change request modification: Perform complete record updates with field validation and approval workflow considerations. PREREQUISITE: Execute discoverrequiredfields('change_request') to validate field constraints and workflow requirements.

patch_change_request

Selective change updates: Modify specific change request fields while preserving approval history and related data. PREREQUISITE: Execute discoverrequiredfields('change_request') to validate field constraints and reference relationships.

delete_change_request

Change request removal: Permanently delete change request records with proper audit trail and approval history preservation

list_cmdb_cis

CMDB inventory management: Search and retrieve configuration items (servers, laptops, software, network devices) with advanced filtering and relationship tracking. Run discoverrequiredfields('cmdb_ci') first to understand available asset fields, relationship types, and discovery attributes for your ServiceNow instance.

get_cmdb_ci

Configuration item lookup: Retrieve comprehensive asset details, dependencies, and relationship data for specific CMDB configuration items by system ID

create_cmdb_ci

Register new configuration item in CMDB with automated validation. ServiceNow API returns detailed errors for invalid fields. Use discoverrequiredfields('cmdb_ci') to preview asset requirements and relationships.

update_cmdb_ci

Asset modification: Perform complete configuration item updates with dependency validation and relationship preservation. PREREQUISITE: Execute discoverrequiredfields('cmdb_ci') to ensure compliance with asset management policies.

patch_cmdb_ci

Selective asset updates: Modify specific configuration item fields while preserving asset history and dependency relationships. PREREQUISITE: Execute discoverrequiredfields('cmdb_ci') to validate field constraints.

delete_cmdb_ci

Asset decommission: Remove configuration items from CMDB with proper dependency cleanup and audit trail maintenance

query_custom_table

Universal table query: Search and retrieve records from ANY ServiceNow table including custom tables (e.g., unewhireclass, uemployeeonboarding, ucustomworkflow) and standard tables. Supports advanced filtering with ServiceNow encoded queries, pagination, field selection, and display values. Query syntax: Use ^ for AND (e.g., 'ucsree=12345^uparent=TASK001'), ^OR for OR conditions, LIKE for pattern matching, >= <= for comparisons. RECOMMENDED: Run discoverrequiredfields(table_name) first to explore table schema and available fields.

get_custom_table_record

Universal record retrieval: Fetch a single record by sysid from ANY ServiceNow table including custom tables. Works with custom tables (unewhireclass, uemployeedata, etc.) and standard tables. Supports field selection and display value options for comprehensive record access.

create_custom_table_record

Universal record creation: Create new records in ANY ServiceNow table including custom tables. Accepts flexible data payloads for custom tables (unewhireclass, uworkflowtracker, etc.). ServiceNow API validates all fields and returns detailed errors for missing required fields or invalid values. STRONGLY RECOMMENDED: Run discoverrequiredfields(tablename) BEFORE creating records to identify required fields, field types, valid choice values, and reference table requirements.

update_custom_table_record

Universal record update (PUT): Completely replace a record in ANY ServiceNow table including custom tables. This operation replaces the entire record - fields not included will be set to default/null values. Use patchcustomtablerecord for partial updates. RECOMMENDED: Run discoverrequiredfields(tablename) first to understand field requirements and constraints.

patch_custom_table_record

Universal record patch (PATCH): Partially update specific fields in ANY ServiceNow table including custom tables. Only modifies the specified fields - all other fields remain unchanged. Ideal for updating individual fields without affecting the rest of the record. Works with custom tables (unewhireclass, uemployee_data, etc.) and standard tables.

discover_required_fields

ESSENTIAL PREPARATION TOOL: Analyzes ServiceNow table schemas to identify required fields, reference relationships, choice list values, and field constraints. ALWAYS run this first before any create or update operations to prevent failures due to missing mandatory fields, invalid references, or constraint violations. Critical for understanding your instance's custom field requirements.

discover_required_fields_for_writes

Discover the minimal set of required fields needed to create a record on a ServiceNow table. Returns only mandatory, writable fields with their choice values and reference targets — exactly what you need to construct a valid create payload. Use this before any create* or update operation. Works for standard tables (incident, problem, sys_user, etc.) and custom tables (u_).

discover_properties

Discover all fields for a ServiceNow table with category tags. Returns a flat list of every relevant field exactly once, each tagged with: required, custom, choice, reference, readonly, recommended. Larger response than discoverrequiredfieldsforwrites — use this only when you need full schema introspection (e.g., to learn what optional fields exist), and prefer the write-focused tool for create/update pre-flight checks.

list_hr_cases

Enterprise HR case management: Search and retrieve HR cases with advanced filtering, pagination, and field selection capabilities. Run discoverrequiredfields('snhrcore_case') first to understand available fields and filtering options for your ServiceNow instance.

get_hr_case

Retrieve a specific HR case by sys_id or case number from ServiceNow HR case management system. Returns complete case details including subject person, assignment, status, and HR service information.

create_hr_case

Create a new HR case in ServiceNow HR case management system. Supports comprehensive case creation with subject person, priority, assignment, and HR service details. Run discoverrequiredfields('snhrcore_case') first to understand required fields for your instance.

update_hr_case

Update an existing HR case in ServiceNow HR case management system. Supports updating case status, assignment, priority, and other case details. Use sys_id or case number to identify the case.

delete_hr_case

Delete an HR case from ServiceNow HR case management system. Use with caution as this permanently removes the case record. Use sys_id or case number to identify the case.

search_hr_cases

Advanced search for HR cases with flexible query capabilities. Supports complex filtering by case attributes, subject person, assignment, dates, and more. Use ServiceNow encoded query syntax for precise results.

get_hr_case_by_number

Retrieve a specific HR case by its case number (e.g., HRC0001234). This is a convenience method for finding cases by their human-readable number instead of sys_id.

create_hr_case_task

Create a new task for an HR case. Tasks are used to break down complex HR cases into manageable subtasks with individual assignments and due dates.

list_hr_case_tasks

List tasks associated with HR cases. Supports filtering by parent case, assignment, status, and due dates.

get_hr_case_task

Retrieve a specific HR case task by sys_id. Returns complete task details including assignment, status, and parent case information.

update_hr_case_task

Update an existing HR case task. Supports updating task status, assignment, due dates, and work notes.

complete_hr_case_task

Mark an HR case task as completed. This is a convenience method that updates the task state to 'Closed Complete'.

delete_hr_case_task

Delete an HR case task. Use with caution as this permanently removes the task record.

create_hr_case_approval

Create an approval request for an HR case. This initiates the approval workflow by creating an approval record for a specific approver.

list_hr_case_approvals

List approval records for HR cases. Supports filtering by approver, status, HR case, and due dates.

get_hr_case_approval

Retrieve a specific approval record by sys_id. Returns complete approval details including approver, status, and related HR case information.

approve_hr_case

Approve an HR case by updating the approval record state to 'approved'. Optionally include approval comments.

reject_hr_case

Reject an HR case by updating the approval record state to 'rejected'. Requires rejection comments explaining the decision.

get_hr_case_approval_status

Get the overall approval status for an HR case. Returns summary of all approvals including pending, approved, and rejected approvals.

list_incidents

Enterprise incident management: Search and retrieve IT incidents with advanced filtering, pagination, and field selection capabilities. Run discoverrequiredfields('incident') first to understand available fields and filtering options for your ServiceNow instance.

get_incident

Incident lookup: Retrieve comprehensive details and metadata for a specific incident record. Accepts sys_id or incident number (e.g. INC0000001).

create_incident

Incident creation: Create new IT incidents with validation and error handling. ServiceNow API will return detailed errors for any missing required or invalid fields. Optional: Run discoverrequiredfields('incident') beforehand to preview field requirements.

update_incident

Incident modification: Perform complete record updates with field validation. PREREQUISITE: Execute discoverrequiredfields('incident') to validate field constraints and maintain data integrity across custom and standard fields.

patch_incident

Selective incident updates: Modify specific fields while preserving existing data. PREREQUISITE: Execute discoverrequiredfields('incident') to validate field constraints, reference relationships, and choice list values.

delete_incident

Incident removal: Permanently delete incident records from the ServiceNow instance with proper audit trail maintenance

list_kb_knowledge_articles

Knowledge management: Search and browse knowledge base articles, documentation, and technical resources with categorization and access control. Run discoverrequiredfields('kb_knowledge') first to understand available article fields, categories, and workflow states for your ServiceNow instance.

get_kb_knowledge

Knowledge article lookup: Retrieve comprehensive article content, metadata, and related resources for specific knowledge base entries. Accepts sys_id or article number (e.g. KB0000001).

create_kb_knowledge

Create new knowledge base article with automated validation and approval routing. ServiceNow API returns detailed errors for invalid fields. Use discoverrequiredfields('kb_knowledge') to preview content requirements.

update_kb_knowledge

Update a knowledge article (PUT - full replacement) by sysid or article number (KB...). Fails with a clear error if a requested workflowstate change is blocked by ServiceNow approval workflows or role requirements (knowledgeadmin/knowledgemanager). Run discoverrequiredfields('kb_knowledge') first to check field constraints.

patch_kb_knowledge

Selective knowledge updates: Modify specific article fields while preserving content history and approval status. Note: ServiceNow knowledge workflows may prevent state transitions due to approval processes or role requirements - this is expected behavior. PREREQUISITE: Execute discoverrequiredfields('kb_knowledge') to validate field constraints and workflow requirements.

delete_kb_knowledge

Knowledge article removal: Archive or permanently delete knowledge base articles with proper version history and reference cleanup

list_problems

Problem management operations: Search and retrieve IT problem records with advanced filtering, pagination, and root cause analysis data. Run discoverrequiredfields('problem') first to understand available problem fields, workflows, and relationship mappings for your ServiceNow instance.

get_problem

Problem record lookup: Retrieve comprehensive problem details, resolution status, and related incident data. Accepts sys_id or problem number (e.g. PRB0000001).

create_problem

Create new IT problem record for root cause analysis with automated validation. ServiceNow API returns detailed errors for invalid fields. Use discoverrequiredfields('problem') to preview requirements.

update_problem

Update a problem record (PUT - full replacement) by sysid or problem number (PRB...). Fails with a clear error if a requested state change is blocked by ServiceNow business rules, roles, or invalid transitions. Run discoverrequired_fields('problem') first to check field constraints.

patch_problem

Selective problem updates: Modify specific problem record fields while preserving resolution history and related incident linkages. Note: ServiceNow governance may prevent state transitions due to business rules or role restrictions - this is expected behavior. PREREQUISITE: Execute discoverrequiredfields('problem') to validate field constraints and relationships.

delete_problem

Problem record removal: Permanently delete problem records while maintaining audit trail and related incident documentation

build_query

Query builder for ServiceNow encoded queries. Constructs proper ServiceNow syntax (field operators, ^ for AND, | for OR) from simple condition parameters. Use when you're unsure about query syntax.

explain_query

Query parser and explainer for ServiceNow encoded queries. Helps understand what a query does by breaking down conditions and operators.

list_sc_req_items

Service catalog fulfillment: search/retrieve requested items (RITM). Run discoverrequiredfields('screqitem') for fields/stages/approvals. Defaults to a lean field set; sysparmfields replaces it (not additive, though sysid is always included), or use getscreqitem for a full row. 100/page (max 10000). If pageinfo.hasnext, pass int(nextcursor) as sysparm_offset.

get_sc_req_item

Requested item lookup: Retrieve comprehensive details, fulfillment stage, and approval status for a specific requested item (child of screquest). Accepts sysid or requested item number (e.g. RITM0000001). sys_id is always included.

create_sc_req_item

Create a new requested item (screqitem). Requires catitem (sysid from querycustomtable(tablename='sccatitem')); optionally request (parent screquest sysid, from listscrequests). Run discoverrequiredfields('screqitem') for other fields. Record identity fields (sysid, number, sysclassname, sysscope, audit sys* fields) cannot be set. sys_id is always included.

update_sc_req_item

Full requested item update (stage, approval, assignment); sends the whole data payload. Use patchscreqitem for targeted field changes. Accepts sysid or requested item number (e.g. RITM0000001). Run discoverrequiredfields('screqitem') for field requirements. Record identity fields (sysid, number, sysclassname, sysscope, audit sys* fields) cannot be set. sysid is always included.

patch_sc_req_item

Selective requested item updates: Modify specific fields (stage, approval, assignment) while preserving fulfillment history. Accepts sysid or requested item number (e.g. RITM0000001). PREREQUISITE: Execute discoverrequiredfields('screqitem') to validate fields. Record identity fields (sysid, number, sysclassname, sysscope, audit sys* fields) cannot be set. sys_id is always included.

delete_sc_req_item

Permanently delete a requested item (screqitem) record. This is irreversible and does NOT cancel the item or preserve an audit trail - to cancel a request, use patchscreqitem to set state/stage instead. Accepts sysid or requested item number (e.g. RITM0000001).

list_sc_requests

Service catalog management: Search and retrieve service requests with advanced filtering, approval status, and fulfillment tracking. Run discoverrequiredfields('sc_request') first to understand available request fields, catalog items, and approval workflows for your ServiceNow instance.

get_sc_request

Service request lookup: Retrieve comprehensive details, approval workflow status, and related task information for specific service catalog requests. Accepts sys_id or request number (e.g. REQ0000001).

create_sc_request

Create new service catalog request with automated validation and approval routing. ServiceNow API returns detailed errors for invalid fields. Use discoverrequiredfields('sc_request') to preview requirements.

update_sc_request

Service request modification: Perform complete service request updates with approval workflow validation and fulfillment tracking. PREREQUISITE: Execute discoverrequiredfields('sc_request') to ensure compliance with service catalog policies.

patch_sc_request

Selective service updates: Modify specific service request fields while preserving approval history and fulfillment progress. PREREQUISITE: Execute discoverrequiredfields('sc_request') to validate field constraints.

delete_sc_request

Service request cancellation: Remove service catalog requests with proper approval workflow termination and audit trail maintenance

list_users

Search and retrieve users from ServiceNow sys_user table. Supports filtering (active, department, email, roles), pagination (limit, offset), field selection, and display values for human-readable output.

get_user

User profile lookup: Retrieve comprehensive user details, role assignments, and organizational information for specific employees by system ID

create_user

ESSENTIAL FIRST STEP: Run discoverrequiredfields('sys_user') to identify mandatory fields and security requirements | User provisioning: Create new employee accounts with role assignment, organizational placement, and compliance validation.

update_user

User profile modification: Perform complete user account updates with role validation and organizational compliance. PREREQUISITE: Execute discoverrequiredfields('sys_user') to ensure field compliance and security requirements.

patch_user

Selective user updates: Modify specific user account fields while preserving role history and organizational relationships. PREREQUISITE: Execute discoverrequiredfields('sys_user') to validate field constraints.

delete_user

User deprovisioning: Remove user accounts from the system with proper access revocation and audit trail maintenance

force_password_reset

Security enforcement: Force a user to reset their password upon next login by setting the pwdneedsreset field. This complies with ServiceNow security best practices (glide.authenticate.api.user.reset_password.mandatory)

validate_credential

Validate ServiceNow credentials by testing API access. Used during credential setup to verify authentication is working correctly.

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How to set up Merge Agent Handler

In an mcp.json file, add the configuration below, and restart Cursor.

Learn more in the official documentation ↗

1{
2  "mcpServers": {
3    "agent-handler": {
4      "url": "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
5      "headers": {
6        "Authorization": "Bearer yMt*****"
7      }
8    }
9  }
10}
11

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Open your Claude Desktop configuration file and add the server configuration below. You'll also need to restart the application for the changes to take effect.

Make sure Claude is using the Node v20+.

Learn more in the official documentation ↗

1{
2  "mcpServers": {
3    "agent-handler": {
4      "command": "npx",
5      "args": [
6        "-y",
7        "mcp-remote@latest",
8        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
9        "--header",
10        "Authorization: Bearer ${AUTH_TOKEN}"
11      ],
12      "env": {
13        "AUTH_TOKEN": "yMt*****"
14      }
15    }
16  }
17}

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Open your Windsurf MCP configuration file and add the server configuration below.
Click on the refresh button in the top right of the Manage MCP server page or in the top right of the chat box in the box icon.

Learn more in the official documentation ↗

1{
2    "mcpServers": {
3      "agent-handler": {
4        "command": "npx",
5        "args": [
6          "-y",
7          "mcp-remote@latest",
8          "https://ah-api.merge.dev/api/v1/tool-packs/<tool-pack-id>/registered-users/<registered-user-id>/mcp",
9          "--header",
10          "Authorization: Bearer ${AUTH_TOKEN}"
11        ],
12        "env": {
13          "AUTH_TOKEN": "<ah-production-access-key>"
14        }
15      }
16    }
17  }

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In Command Palette (Cmd+Shift+P on macOS, Ctrl+Shift+P on Windows), run "MCP: Open User Configuration".

You can then add the configuration below and press "start" right under servers. Enter the auth token when prompted.

Learn more in the official documentation ↗

1{
2  "inputs": [
3    {
4      "type": "promptString",
5      "id": "agent-handler-auth",
6      "description": "Agent Handler AUTH_TOKEN", // "yMt*****" when prompt
7      "password": true
8    }
9  ],
10  "servers": {
11    "agent-handler": {
12      "type": "stdio",
13      "command": "npx",
14      "args": [
15        "-y",
16        "mcp-remote@latest",
17        "https://ah-api-develop.merge.dev/api/v1/tool-packs/{TOOL_PACK_ID}/registered-users/{REGISTERED_USER_ID}/mcp",
18        "--header",
19        "Authorization: Bearer ${input:agent-handler-auth}"
20      ]
21    }
22  }
23}

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FAQs on using Merge's ServiceNow MCP server

What are popular tools for ServiceNow’s MCP server (in addition to those listed above)?

Popular tools include:

Incidents: get_incidents, list_incidents, and create_incident, update_incidents

Knowledge base articles: create_kb_knowledge, update_kb_knowledge, list_kb_knowledge_articles

Problems: get_problem, create_problem, update_problem, list_problem,

Users: get_user, create_user, update_user, update_user

What are common use cases for the ServiceNow MCP server?

Using the MCP server, AI agents can perform tasks like the following on behalf of users:

Incident management: Creating, updating, and retrieving incidents
Knowledge base operations: Accessing and managing ServiceNow knowledge articles
Problem management: Creating and tracking problems in ServiceNow
User management: Managing user records and permissions
Automated ticket triage: Routing and categorizing support requests

What MCP servers should I use with the ServiceNow MCP server?

While it naturally depends on the types of agentic workflows you want to build, here are a few common MCP servers (as well as how they complement the ServiceNow MCP server):

Slack MCP server: Send real-time incident notifications to relevant channels, enable teams to collaborate on tickets directly in Slack, and allow agents to create ServiceNow tickets from Slack conversations

Jira MCP server: Sync ServiceNow incidents with Jira issues for engineering teams, and enable bi-directional updates between project management and incident tracking

GitHub MCP server: Link code issues and pull requests to ServiceNow incidents, and track bug fixes and deployments related to tickets

Google Drive MCP server: Attach relevant documentation to ServiceNow incidents, and store incident reports centrally

Okta MCP server: Verify user permissions before granting ServiceNow access, and automate user provisioning and de-provisioning in ServiceNow

Gmail MCP server: Send formatted incident notifications and updates via email, enable ticket creation from email threads, and maintain communication records alongside ServiceNow tickets

Confluence MCP server: Link knowledge base articles to ServiceNow tickets, and create and update documentation for common issues

What makes Merge Agent Handler’s ServiceNow MCP server better than alternative ServiceNow MCP servers?

Enterprise-grade security & DLP

Merge provides a security gateway that scans tool inputs and responses for sensitive data and can block, redact, or mask based on configurable rules. This ensures safe interactions when an agent communicates with systems like ServiceNow.

Real-time observability with fully-searchable logs

Agent Handler logs every tool call and underlying API request. Logs are fully-searchable and provide complete end-to-end auditability if ServiceNow tools are used.

Authentication management

Merge automates credential prompts, onboarding, and auth validation through Merge Link, ensuring secure, consistent authentication for your agents.

Connector Studio for customization

Agent Handler allows teams to create or modify connectors and tools, giving developers control over integration functionality and connector-specific logic. This applies to ServiceNow's tools.

How can I start using Merge Agent Handler’s ServiceNow MCP server?

You can create a free account and start testing it within minutes! You'll get access to all 40+ tools, as well as hundreds of other MCP connectors, such as Slack, Linear, Salesforce, and Stripe.

Can employees use Merge Agent Handler to connect their AI tools to ServiceNow?

Yes, Agent Handler for Employees lets your employees connect Claude, ChatGPT, Microsoft Copilot, Cursor, and other MCP-compatible AI tools to ServiceNow without bypassing IT governance.

Instead of setting up direct connections with personal credentials that IT can't monitor or revoke, each employee authenticates through Agent Handler and gets individual credentials tied to their identity.

IT also provisions access by role or group via SCIM. An IT analyst, for isntance, gets ServiceNow access to manage incidents and requests, Jira to track related development work, and Datadog to investigate underlying alerts; while an ops manager gets ServiceNow access to monitor change requests, Slack to coordinate with teams, and PagerDuty to manage on-call escalations.

Every tool call an employee's AI makes to ServiceNow is also inspected against your DLP rules and logged to a searchable audit trail, giving security teams full visibility into what data was accessed and by whom.