# ServiceNow AI employee Viktor works in ServiceNow for you. Ask in Slack or Microsoft Teams. Viktor is an AI employee that connects to ServiceNow and helps you triage and resolve customer support tickets, running 32 ServiceNow actions for you like View Cart, Empty Cart, and Find Users. Ask in plain English from your workspace; Viktor does the work in ServiceNow and reports back. Viktor connects in one click via OAuth. - Tool: ServiceNow - Category: Developer Tools - Connection: One-click OAuth - Actions available: 32 - Currently available in: Slack, Microsoft Teams, and Discord - Page: https://viktor.com/integrations/servicenow ## What can your AI employee do in ServiceNow? Viktor connects to your ServiceNow account and completes work in it. He doesn't just answer questions about ServiceNow, he takes the actions on your behalf and delivers the finished result to your workspace. Unlike workflow builders such as Zapier or Make, there is nothing to configure - no triggers to map, no workflows to maintain. You describe the outcome in plain English, and Viktor picks the right ServiceNow actions, chains them with the other 9,800+ tools he connects to, and asks for approval before anything sensitive runs. ### About ServiceNow The smarter way to workflow ### How a run works 1. **You ask in your workspace** - Describe what you need in plain English 2. **Viktor picks the actions** - Selects from 32 ServiceNow actions, chains them together 3. **Runs in ServiceNow** - Helps you triage and resolve customer support tickets - your real data. 4. **Reports back** - Delivers the finished result to your workspace ## Use ServiceNow from Slack and Microsoft Teams Message Viktor in a Slack channel, a Microsoft Teams chat or a direct message. He opens ServiceNow, does the work and posts the result in the same thread, so nobody has to switch tabs. He can also run ServiceNow work on a schedule, like a weekly ServiceNow summary posted to your team's channel. Anything sensitive waits for your approval before it runs. ## Security and permissions - One-click OAuth - Viktor never sees your password, and you can revoke access at any time. - Review-first approvals: sensitive ServiceNow actions wait for your sign-off before they run. - Isolated compute per team, encrypted in transit and at rest - and your data is never used to train models. - SOC 2 Type 1 compliant, with Type 2 and ISO 27001 in progress. - Viktor is not affiliated with or endorsed by ServiceNow. ## What can you ask Viktor to do in ServiceNow? - "Summarize today's open tickets in ServiceNow and flag the urgent ones." - "Draft replies to the open tickets in ServiceNow and queue them for my approval." - "Pull this week's ticket volume and response time from ServiceNow every Monday." - "Watch ServiceNow for tickets that mention churn and flag them for me." ## How does Viktor work with ServiceNow? 1. Open Viktor in a supported workspace. 2. Connect ServiceNow with one-click OAuth - Viktor handles authentication. 3. Ask in plain English. Viktor runs the ServiceNow actions, chains them with your other tools when needed, and reports back. Sensitive actions wait for your approval. ## What can Viktor do in ServiceNow? (32 actions) - **Add Item to Cart** - Add a ServiceNow catalog item to the current user's cart. Run Search Catalog Items to find the item sysid and Get Catalog Item Variables to learn which variable names to supply. After adding items, use View Cart, then Checkout Cart or Submit Cart Order to submit. - **Check Order Status** - Retrieve the status of a ServiceNow catalog request (REQ) from the screquest table, including request state, approval, and stage. Provide the request number returned by Checkout Cart, Submit Cart Order, or Order Catalog Item. - **Checkout Cart** - Submit the current user's ServiceNow cart via the standard /cart/checkout endpoint, generating a request (REQ). The result depends on the instance's one-step vs two-step checkout configuration (in two-step mode it returns the order summary/status to confirm rather than finalizing). Add items first with Add Item to Cart and inspect with View Cart. Use Check Order Status afterward to track the resulting request. - **Checkout Order Guide** - Checkout a ServiceNow order guide using the items returned by Submit Order Guide. Pass those items as-is — this action maps quantity to sysparmquantity and array variables (including nested children) to an object. Fill unanswered mandatory item variables in items first, and omit optional blank ones. If the order guide's Two step flag is on, this submits the order and returns the REQ number and sysid. If the flag is off, items are added to the user's default cart and no REQ is returned — review with View Cart, then call Submit Cart Order. Use Check Order Status after a REQ exists. - **Create Table Record** - Inserts one record in the specified table. - **Delete Cart Item** - Remove an item from the current user's ServiceNow cart. Run View Cart first to obtain the cartitem id to delete. This permanently removes the line item from the cart. - **Delete Table Record** - Deletes the specified record from a table. - **Empty Cart** - Empty and delete the current user's ServiceNow cart, removing all of its items. The action resolves the active cart automatically, so no cart ID is required. Emptying a cart that still has items requires the catalogadmin role (a plain admin can only delete an already-empty cart). - **Find Users** - Search ServiceNow sysuser records to find a user's sysid (used by props like the requested-for field on Add Item to Cart). Choose whether to match on name (partial) or email (exact). - **Get Article Attachment** - Download an attachment from a knowledge article to the /tmp directory. Run Get Article first: its attachments array holds each attachment's sysid and filename, but only when the article record has displayattachments enabled. - **Get Article** - Retrieve a single knowledge article, including its entire HTML body (content). Run Search Knowledge Base first to find an article, then pass its number or sysid here. The attachments array is only returned when the article record has displayattachments enabled. - **Get Catalog Item Variables** - Retrieve the ordered variables (form fields) for a ServiceNow catalog item or record producer, with where each field's valid values come from. Run Search Catalog Items first to obtain the item sysid, then use the returned variable names to build the variables payload for Add Item to Cart, Order Catalog Item, or Submit Record Producer. Supply a value for each variable whose mandatory is true; optional variables can be left out. Each choice-based variable has an options object: when options.source is choices, pick a value from the inline choices (lookup choices are already filtered by ServiceNow for the signed-in user); when it is table, run Get Table Records on options.table with options.query (if present) plus the user's search text and submit the record sysid. options.qualifierunresolved: true means the form filters this field with a script (options.qualifierscript) that cannot be evaluated here: do not reimplement the script with other queries or state which records it allows, tell the user the valid choices are decided by the form, and confirm the value they want; options.dependson lists variables whose values change the valid options. A non-empty helptext is the guidance ServiceNow shows under the field (it may contain HTML entities); show it to the user when asking for that value. Script defaults such as the current user are resolved into value, with the original script in defaultscript. When defaultunresolved is true, value is empty: ask the user for the value instead of submitting defaultscript. - **Get Catalog UI Policies** - Retrieve catalog UI policy actions for a ServiceNow catalog item from cataloguipolicyaction (visibility, mandatory, and read-only rules). Each action includes its parent cataloguipolicy record, including catalogconditions. Run Search Catalog Items first to obtain the item sysid. Use with Get Catalog Item Variables when building a form, then Add Item to Cart or Checkout Order Guide. - **Get Current User** - Returns the authenticated ServiceNow user's sysid, name, email, username, and instance URL. Call this first when the user says 'my incidents', 'my cases', 'assigned to me', or needs their ServiceNow identity. Use sysid to filter records in Get Table Records (e.g. assignedto={sysid}) or Create Table Record. - **Get Incident** - Retrieve a ServiceNow incident from the incident table by number. Use this after Submit Record Producer or Create Table Record when you need the incident state, priority, and assignment for a follow-up link. - **Get Question Choices** - Retrieve select-box choices for a ServiceNow catalog variable from the questionchoice table, including inactive-filtered ordering. Prefer the inline choices from Get Catalog Item Variables: reading questionchoice usually requires a catalog admin role, so most signed-in employees get a 403 here. Pass the variable sysid (or id) from Get Catalog Item Variables. For table-backed reference variables, use Get Table Records on the variable's options.table instead. - **Get Record Counts by Field** - Retrieves the count of records grouped by a specified field from a ServiceNow table. - **Get Requested Items** - Retrieve requested items (RITMs) from the screqitem table for a catalog request. Provide the request number returned by Checkout Cart, Submit Cart Order, Order Catalog Item, or Checkout Order Guide. Use this after checkout to get RITM numbers and states for follow-up links. - **Get Table Record by ID** - Retrieves a single record from a table by its ID. - **Get Table Records** - Retrieves multiple records for the specified table. - **List Knowledge Bases** - List the knowledge bases in the instance, to find the sysids that scope a search on Search Knowledge Base. - **List Tables** - List all tables in the ServiceNow instance. - **Order Catalog Item** - Place a one-step Order Now request for a single ServiceNow catalog item, bypassing the cart. Run Search Catalog Items to find the item sysid and Get Catalog Item Variables to learn which variable names to supply. Use Check Order Status afterward to track the resulting request. - **Search Catalog Items** - Search the ServiceNow Service Catalog for orderable items. Use this first to discover catalog item sysid values needed by Get Catalog Item Variables, Add Item to Cart, Order Catalog Item, Submit Record Producer, and Submit Order Guide. Set Item Type to Order Guide to find order guides. - **Search Configuration Items** - Search ServiceNow CMDB configuration items in cmdbci by name. Use this for assigned-asset lookup after Find Users (pass that user's sysid as Assigned To). Then read a specific CI with Get Table Record By ID. - **Search Knowledge Base** - Search ServiceNow knowledge base articles via the Knowledge Management API. Returns matching articles with snippets only; use Get Article to fetch an article's full HTML body. Optionally restrict the search to specific knowledge bases (run List Knowledge Bases to find their sysids). Requires the Knowledge API (snkmapi) plugin, which is not active by default. - **Search Records by Keyword** - Search for records by keyword. - **Submit Cart Order** - Submit the current user's ServiceNow cart via the /cart/submitorder endpoint, generating a request (REQ). Like Checkout Cart, the result depends on the instance's one-step vs two-step checkout configuration. Add items first with Add Item to Cart and inspect with View Cart. Use Check Order Status afterward to track the resulting request. - **Submit Order Guide** - Run the ServiceNow order-guide rule base and return the selected catalog items plus their variable schemas. Run Search Catalog Items to find the order-guide sysid and Get Catalog Item Variables for guide-level field names. Pass the returned items to Checkout Order Guide. If checkout does not return a REQ, the guide's Two step flag is off: review with View Cart, then call Submit Cart Order. - **Submit Record Producer** - Submit a ServiceNow record producer to create the target record (e.g. an incident or RITM) from catalog variables. Run Search Catalog Items to find the record producer sysid and Get Catalog Item Variables to learn which variable names to supply. - **Update Table Record** - Updates the specified record with the name-value pairs included in the request body. - **View Cart** - Retrieve the current user's ServiceNow cart contents, including the cartitem ids needed by Delete Cart Item. Use before Checkout Cart or Submit Cart Order to confirm what will be ordered. ## Viktor uses ServiceNow together with - [Slack](https://viktor.com/integrations/slack) - [Gmail](https://viktor.com/integrations/gmail) - [Google Sheets](https://viktor.com/integrations/google-sheets) - [HubSpot](https://viktor.com/integrations/hubspot) - [Notion](https://viktor.com/integrations/notion) - [Salesforce](https://viktor.com/integrations/salesforce) ## More Developer Tools integrations - [Pipedream Utils](https://viktor.com/integrations/pipedream-utils) - [Databricks (OAuth - Service Principal)](https://viktor.com/integrations/databricks-oauth-service-principal) - [Bright Data](https://viktor.com/integrations/bright-data) - [PagerDuty](https://viktor.com/integrations/pagerduty) - [Universal API](https://viktor.com/integrations/universal-api) - [Vercel](https://viktor.com/integrations/vercel) - [Formatting](https://viktor.com/integrations/formatting) - [Helper Functions](https://viktor.com/integrations/helper-functions) ## FAQ ### Does Viktor integrate with ServiceNow? Yes. ServiceNow is one of the 9,800+ tools Viktor connects to, in one click via OAuth. Once connected, anyone on your team can put Viktor to work in ServiceNow from their workspace - no workflow builder, no code. ### How do I connect ServiceNow to Viktor? Ask Viktor in your workspace to connect ServiceNow, then approve the one-click OAuth prompt. Viktor never sees your password, handles authentication itself, and starts working right away. Setup takes about two minutes, and you can revoke access at any time. ### What can Viktor do in ServiceNow? Viktor can run 32 ServiceNow actions, including View Cart, Empty Cart, and Find Users - and chain them with other tools in a single request. In practice that means Viktor helps you triage and resolve customer support tickets. If a task spans several actions, Viktor plans the sequence itself and reports back when the work is done. ### Do I need to build workflows for ServiceNow? No. Viktor isn't a workflow builder - there are no triggers to map and nothing to maintain. You ask for the outcome in plain English in your workspace, and Viktor decides which ServiceNow actions to take, runs them, and reports back. ### Is my ServiceNow data secure with Viktor? Yes. Viktor connects to ServiceNow in one click via OAuth, runs in an isolated environment per team, and never trains models on your data. Sensitive actions wait for your approval, and you can revoke access at any time. Viktor is SOC 2 Type 1 compliant, with Type 2 and ISO 27001 in progress. ### How much does the ServiceNow integration cost? Nothing extra - every integration, including ServiceNow, is available on every plan. You can start free with up to $100 in credits, no credit card required; the Team plan is $100 a month. ### Can Viktor use ServiceNow together with my other tools? Yes - that's the point. Viktor connects to 9,800+ tools and works across them in a single run: he can pull data from ServiceNow, cross-reference it with another tool - for example Slack or Gmail, and deliver the finished result in your workspace. ## Get started Viktor is free to start - up to $100 in credits, no credit card required. All 9,800+ integrations are included on every plan. Sign up at https://viktor.com or browse all integrations at https://viktor.com/integrations.