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ClickRuntime

Automate ServiceNow

Get incidents created, found and reported without opening the instance. Bug reports and new vulnerabilities become incidents with the context filled in, P1 and P2 incidents reach your team chat, and anyone can pull up an incident's state from a slash command. Explain the workflow to your AI assistant, confirm the steps it lays out, and it runs on its own from then on.

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Try asking

Create a ClickRuntime automation: every 6 hours, check the NVD feed for new critical CVEs that mention Apache Tomcat, Citrix or VMware, pull out the severity and affected product, and create a ServiceNow incident for each one.

Paste it into your assistant. It tells you what it will send or change before it runs live.

Ideas

What you can automate in ServiceNow

Incidents raised from outside reports, quick lookups by number, and updates on the incidents that need attention. These are ready-made starting points. Anything else you can describe works too.
Every 6 hoursAI

Open incidents for new vulnerabilities in your products

Critical CVEs that mention software you run turn into incidents with severity and affected product filled in.

See how it works
The moment it happens

Look up an incident from a Slack command

Typing an incident number into a slash command replies with its state, priority and assignee.

See how it works
The moment it happens

Turn bug reports into ServiceNow incidents

Each report your bug tool sends becomes an incident with the description, page URL and browser details.

See how it works
Every 5 minutes

Post P1 and P2 incidents to Slack

High-priority incidents show up in your chat channel within minutes of being logged.

See how it works
Every 10 minutes

Hear when your incidents change

You get an email when an incident assigned to you is updated, with what changed.

See how it works
Daily

Get open incidents by priority each morning

A morning email shows how many incidents are open at each priority level.

See how it works Your own logic

Any other automation you can describe in words

Your own rules, schedule and AI steps with ServiceNow, plus any other app. Describe it and your assistant builds it.

See how to build your own

Build your own

Build any ServiceNow automation you can describe

The ideas above are ready-made starting points, not a fixed list. Describe what ServiceNow should do in your own words, with your conditions, other apps or an AI step, and your assistant writes it, tests it and runs it on ClickRuntime.

  • Your own rules

    Conditions, thresholds, filters and exceptions, written the way you'd explain them to a colleague.

  • Any number of apps

    One automation can read from one app and update several others. Over 248 apps are ready, and anything with an API works too.

  • AI where it helps

    Summaries, classification, extraction and drafts use ClickRuntime's built-in AI, with no extra key.

  • On a schedule or on each event

    Runs as often as every 5 minutes, or the moment an app sends an event, and keeps track of what it already handled.

For example, ask your assistant

Every 15 minutes, check ServiceNow for P1 and P2 incidents that have no assignee after 20 minutes and send me their numbers and short descriptions.

When a P1 incident is opened in ServiceNow, post it to our #incidents Slack channel with the short description, assignment group and a link.

Every morning, pull open ServiceNow incidents older than 5 days, add them to a Google Sheets aging report, and post a summary per assignment group to Slack.

Works with

ServiceNow with the apps you already use

ServiceNow is where incidents are recorded, but responders talk elsewhere. Linking it to chat puts incident details in front of the people working on them.

ServiceNow works with hundreds of other apps

Name any of them when you ask your assistant, and your automation connects them. Over 248 apps are ready to go, and anything with an API works too.

  • Microsoft Teams
  • PagerDuty
  • Jira
  • Freshservice
  • Okta
  • Datadog
  • Sentry
  • incident.io
  • Gmail
  • Outlook
  • Confluence
  • GitHub
  • Google Sheets
  • New Relic
  • Grafana Cloud
  • Azure DevOps

Beyond chat

Have ServiceNow work when you're not in the chat

Connecting ServiceNow to ChatGPT or Claude lets you ask about it while you chat. ClickRuntime handles the part that should happen on its own: checks on a schedule and actions on each new event, set up from the same chat and running after you close it.

Setup

Connect ServiceNow

Each ServiceNow instance is separate, so an instance admin sets up a REST API key tied to a service account. Basic auth with an integration user also works.

ServiceNow

IT service management

  1. As an admin with the com.glide.tokenbased_auth plugin, go to System Web Services → API Access Policies → Inbound Authentication Profiles and create an API Key profile with the auth parameter x-sn-apikey: Auth Header.
  2. Add that profile to a REST API Access Policy for the Table API. The Global policy can't use token auth.
  3. Under API Access Policies → REST API Key, create a key for a service account with roles such as itil or rest_service, then open the record and click the lock icon to copy the token.
  4. In the ClickRuntime dashboard, open Connections & secrets, save the key as a secret and enter your <instance>.service-now.com address.

Good to know

ServiceNow limits that affect automations

  • A 401 error usually means the access policy doesn't allow the API Key profile. Check the policy covers the Table API.
  • The admin roles needed to set up API keys vary by release: admin, or api_service_admin on newer releases.
  • The key acts as its service account, so the automation can only read or change the records that account's roles allow.
  • If your instance can't use API keys, Basic auth with an integration user works instead.

FAQ

Questions about automating ServiceNow

What can ClickRuntime see in ServiceNow?
The tables the service account behind the key can reach. The automations here read and create records in the incident table.
Why do I need an admin to connect?
API keys are set up per instance through an authentication profile and an access policy, and only admins can create those.
How does the slash command lookup work?
ClickRuntime gives you a link to use as a Slack slash command. When someone types an incident number, it looks the incident up and replies with its state, priority and assignee.
How soon do new high-priority incidents appear?
The alert checks the incident table every 5 minutes. Updates on incidents assigned to you are checked every 10 minutes.
Is AI required?
Only for turning CVE entries into incidents, where it pulls out severity and the affected product. That AI comes with every ClickRuntime plan, so no AI key is needed. The other automations don't use AI.
Is this a ServiceNow connector for ChatGPT or Claude?
Not for chatting with ServiceNow data. A chat connector lets your assistant read and change ServiceNow while you're in the conversation. ClickRuntime is for the work that should happen without you: you set up an automation from the chat once, and it keeps running on a schedule or on each ServiceNow event.

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