Connect your AI Agents to ServiceNow in minutes
Available tools
list_change_requests
Change management operations: Search and retrieve IT change requests with advanced filtering, pagination, and comprehensive metadata retrieval. Run discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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., u_new_hire_class, u_employee_onboarding, u_custom_workflow) and standard tables. Supports advanced filtering with ServiceNow encoded queries, pagination, field selection, and display values. Query syntax: Use ^ for AND (e.g., 'u_csr_ee=12345^u_parent=TASK001'), ^OR for OR conditions, LIKE for pattern matching, >= <= for comparisons. RECOMMENDED: Run discover_required_fields(table_name) first to explore table schema and available fields.
get_custom_table_record
Universal record retrieval: Fetch a single record by sys_id from ANY ServiceNow table including custom tables. Works with custom tables (u_new_hire_class, u_employee_data, 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 (u_new_hire_class, u_workflow_tracker, etc.). ServiceNow API validates all fields and returns detailed errors for missing required fields or invalid values. STRONGLY RECOMMENDED: Run discover_required_fields(table_name) 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 patch_custom_table_record for partial updates. RECOMMENDED: Run discover_required_fields(table_name) 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 (u_new_hire_class, u_employee_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.
list_hr_cases
Enterprise HR case management: Search and retrieve HR cases with advanced filtering, pagination, and field selection capabilities. Run discover_required_fields('sn_hr_core_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 discover_required_fields('sn_hr_core_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 discover_required_fields('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 discover_required_fields('incident') beforehand to preview field requirements.
update_incident
Incident modification: Perform complete record updates with field validation. PREREQUISITE: Execute discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('kb_knowledge') to preview content requirements.
update_kb_knowledge
Knowledge article modification: Perform complete article updates with version control and approval workflow validation. WORKFLOW STATE VALIDATION: This tool will FAIL with a clear error if workflow state changes are requested but don't take effect due to ServiceNow business rules or permissions. Common restrictions include: knowledge_admin/knowledge_manager role requirements, approval workflows, invalid transitions (draft→review→approved→published), or knowledge base access controls. PREREQUISITE: Execute discover_required_fields('kb_knowledge') to ensure content compliance and publishing requirements.
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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('problem') to preview requirements.
update_problem
Problem record modification: Perform complete record updates with validation for resolution workflows and field dependencies. STATE CHANGE VALIDATION: This tool will FAIL with a clear error if state changes are requested but don't take effect due to ServiceNow business rules or permissions. Common restrictions include: role requirements, approval workflows, invalid transitions, or business rule blocks. PREREQUISITE: Execute discover_required_fields('problem') to ensure field compliance and workflow integrity.
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 discover_required_fields('problem') to validate field constraints and relationships.
delete_problem
Problem record removal: Permanently delete problem records while maintaining audit trail and related incident documentation
list_sc_requests
Service catalog management: Search and retrieve service requests with advanced filtering, approval status, and fulfillment tracking. Run discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 discover_required_fields('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 pwd_needs_reset 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.
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}
11Open 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}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 }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}FAQs on using Merge's ServiceNow MCP server
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 dozens of other MCP connectors, such as Slack, Linear, Salesforce, and Stripe.
Ready to try it out?
Whether you're an engineer experimenting with agents or a product manager looking to add tools, you can get started for free now
