> This page is for Agent Handler. > For clean Markdown of any page, append .md to the page URL. > For a complete documentation index, see https://docs.merge.dev/llms.txt. > For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.merge.dev/_mcp/server. # ServiceNow **Authentication:** OAuth or basic authentication. See [Magic Link](/merge-agent-handler/features/magic-link) for the runtime auth flow, or [Application credentials](/merge-agent-handler/admin-setup/add-oauth-credentials) to bring your own OAuth app. ## Sample use cases * List open incidents assigned to me, sorted by priority. * Open a change request for next weekend's maintenance window. * Pull the median time-to-resolution for last month, by category. ## Available Tools #### list\_change\_requests Change management operations: Search and retrieve IT change requests with advanced filtering, pagination, and comprehensive metadata retrieval. #### 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. #### update\_change\_request Change request modification: Perform complete record updates with field validation and approval workflow considerations. #### patch\_change\_request Selective change updates: Modify specific change request fields while preserving approval history and related data. #### 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. #### 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. #### update\_cmdb\_ci Asset modification: Perform complete configuration item updates with dependency validation and relationship preservation. #### patch\_cmdb\_ci Selective asset updates: Modify specific configuration item fields while preserving asset history and dependency relationships. #### 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. #### get\_custom\_table\_record Universal record retrieval: Fetch a single record by sys\_id from ANY ServiceNow table including custom tables. #### create\_custom\_table\_record Universal record creation: Create new records in ANY ServiceNow table including custom tables. #### update\_custom\_table\_record Universal record update (PUT): Completely replace a record in ANY ServiceNow table including custom tables. #### patch\_custom\_table\_record Universal record patch (PATCH): Partially update specific fields in ANY ServiceNow table including custom tables. #### discover\_required\_fields ESSENTIAL PREPARATION TOOL: Analyzes ServiceNow table schemas to identify required fields, reference relationships, choice list values, and field constraints. #### list\_hr\_cases Enterprise HR case management: Search and retrieve HR cases with advanced filtering, pagination, and field selection capabilities. #### 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. #### 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. #### 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. #### get\_incident Incident lookup: Retrieve comprehensive details and metadata for a specific incident record by system ID #### create\_incident Incident creation: Create new IT incidents with validation and error handling. #### update\_incident Incident modification: Perform complete record updates with field validation. #### patch\_incident Selective incident updates: Modify specific fields while preserving existing data. #### 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. #### get\_kb\_knowledge Knowledge article lookup: Retrieve comprehensive article content, metadata, and related resources for specific knowledge base entries by system ID #### create\_kb\_knowledge Create new knowledge base article with automated validation and approval routing. #### update\_kb\_knowledge Knowledge article modification: Perform complete article updates with version control and approval workflow validation. #### patch\_kb\_knowledge Selective knowledge updates: Modify specific article fields while preserving content history and approval status. #### 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. #### get\_problem Problem record lookup: Retrieve comprehensive problem details, resolution status, and related incident data by system ID #### create\_problem Create new IT problem record for root cause analysis with automated validation. #### update\_problem Problem record modification: Perform complete record updates with validation for resolution workflows and field dependencies. #### patch\_problem Selective problem updates: Modify specific problem record fields while preserving resolution history and related incident linkages. #### 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. #### get\_sc\_request Service request lookup: Retrieve comprehensive details, approval workflow status, and related task information for specific service catalog requests #### create\_sc\_request Create new service catalog request with automated validation and approval routing. #### update\_sc\_request Service request modification: Perform complete service request updates with approval workflow validation and fulfillment tracking. #### patch\_sc\_request Selective service updates: Modify specific service request fields while preserving approval history and fulfillment progress. #### 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. #### 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,... #### update\_user User profile modification: Perform complete user account updates with role validation and organizational compliance. #### patch\_user Selective user updates: Modify specific user account fields while preserving role history and organizational relationships. #### 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.