ServiceNow

ServiceNow improves service levels, energizes employees, and enables your enterprise to work at lightspeed. Create, read and update records stored within ServiceNow including Incidents, Questions, Users and more.

This connector is available in the following products and regions:

Service	Class	Regions
Copilot Studio	Premium	All Power Automate regions except the following:      -   China Cloud operated by 21Vianet
Logic Apps	Standard	All Logic Apps regions except the following:      -   US Department of Defense (DoD)
Power Apps	Premium	All Power Apps regions except the following:      -   China Cloud operated by 21Vianet
Power Automate	Premium	All Power Automate regions except the following:      -   China Cloud operated by 21Vianet

Contact
Name	Microsoft
URL	Microsoft LogicApps Support Microsoft Power Automate Support Microsoft Power Apps Support

Connector Metadata
Publisher	Microsoft
Website	https://www.servicenow.com/
Privacy policy	https://www.servicenow.com/privacy-statement.html

Note

The Get Knowledge Articles operation can only be used when the Knowledge API (sn_km_api) plugin is activated.

Known Issues and Limitations

1. When using the Create Record action, it's not possible to specify the full record description. The field value will be ignored due to Service-Now REST API limitations.

2. The Get Records action may return an "Invalid Table" or other error in Power Apps. For Power Apps implementations the suggested work around is to utilize the Get Records action in Power Automate and pass the data back to Power Apps.

3. The connector currently supports only instance URLs ending with "service-now.com". Using alternative domains such as "servicenowservices.com" may lead to connection errors. In such cases—particularly when working with new ServiceNow domain in GCC — it is recommended to use Basic Authentication.

4. If you encounter a popup error stating "Invalid redirect_uri", copy the full URL from the popup window and extract the redirect_uri parameter (e.g., redirect_uri=https%3a%2f%2ftip1-shared.consent.azure-apim.net%2fredirect). After decoding the URL (replacing %3a with : and %2f with /), update the Redirect URL field in your ServiceNow instance’s OAuth app registry as shown in image below. Then, try re-adding the connection.

How to set up a ServiceNow Power Platform connection that uses Microsoft Entra ID

There are two connection types:

1. Microsoft Entra ID OAuth using Certificate: This is an app-token based authentication type where an application registered in Entra ID can be used to access ServiceNow by getting a token with the resource set as the ServiceNow representative Entra ID app.

2. Microsoft Entra ID OAuth using User Login: This is a user-token based authentication type where the end user can sign into the Entra ID 1P application (ServiceNow Connector 1p App) and get an access token with the scope set for the ServiceNow representative Entra ID app.

Steps to create a Microsoft Entra ID OAuth connection using Certificate

Step 1: Register an "Application A" in Microsoft Entra ID for OIDC Integration with ServiceNow. This is the ServiceNow representative Entra ID application.

• Go to App registrations > New registration to create a new application registration

  • Name: any name of choice

  • Redirect URI: not required

• Add aud, email & upn to the claims under "Optional claims"

Step 2: Register the same ID as an OIDC provider in ServiceNow

• Navigate to System OAuth > Application Registry > New > Configure an OIDC provider to verify ID tokens

  • Name: any name of choice
  • Client ID: the client ID of "Application A" created in Step 1
  • Client Secret: this will not actually be used, any value can be set

• In the OIDC provider registration form, add a new OIDC provider configuration. Select the search icon against the OAuth OIDC Provider Configuration field to open the records of OIDC configurations, select "New".

  • OIDC Provider: Microsoft Entra ID
  • OIDC Metadata URL: The URL must be in the form https://login.microsoftonline.com/<tenantID>/.well-known/openid-configuration, replace tenantID with Directory (tenant) ID
  • OIDC Configuration Cache Life Span: 120
  • Application: Global
  • User Claim: oid
  • User Field: User ID
  • Enable JTI claim verification: Disabled

• Select "Submit" and update the OAuth OIDC Entity form

Step 3: Register an "Application B" in Microsoft Entra ID for Connector Usage. This is the Application which plays the role of a user with elevated permissions in the ServiceNow instance

• Navigate to App registrations > New registration to create a new app

  • Name: any name of choice
  • In Certificates & secrets, upload the .cer file of the certificate In case of SNI certificate, just add trustedCertificateSubjects in the manifest of the application with the relevant authorityId and subjectName

Step 4: Create a System User in ServiceNow. This is the "Application B" as a user in the ServiceNow instance

• Navigate to User Administration > Users to create a new user

  • User ID: The object ID of the service principal of "Application B" created in Step 3
  • Check Web service access only

Step 5: Connect Using the Connector – Copilot Studio – Connector configuration

• Configure the connector with the following information and connect:

  • Instance Name: The instance name of ServiceNow
  • Tenant ID: The tenant ID of the Microsoft Entra tenant
  • Client ID: The client ID of "Application B" created in Step 3
  • Resource URI: The client ID of "Application A" created in Step 1 (not the Application URI)
  • Client Certificate Secret: The .pfx file of the certificate created in Step 3
  • Certificate Password: The password of the .pfx file

Steps to create Microsoft Entra ID OAuth User login

To configure a Microsoft Entra ID OAuth User Login connection, please complete Step 1 and Step 2 as outlined in the certificate authentication section above.

Step 1 stays the same. In Step 2, update the user claim to Upn or custom claim property from the token (for third-party identity providers other than Entra) in ServiceNow. The user field should match the ServiceNow system user table field containing the upn or user ID.

Steps 3 and 4 from the certificate authentication section above are not required. Instead, "Application B" in this case is a 1p App which is created for the ServiceNow connector. The below app needs to be granted permissions in the "Application A".

"Application B" ID: c26b24**-****-****-****-**********

While creating the connection for the ServiceNow connector, the user needs to select "Microsoft Entra ID User Login" as the authentication type and only needs to provide the ServiceNow Instance name and the resource ID (which would be the identifier for "Application A"). After this, the sign-in button will take user through the Entra ID login using their own account.

Using a 3rd Party identity provider, or data mismatches existing between the user in Entra ID and the ServiceNow users table

• If there is a mismatch between the user identifier property in the Entra ID token and the user identifier value thats in the ServiceNow table
  • For example, the token contains the full upn (along with domain – abc@contoso.com) and the ServiceNow users table only contains the user identifier (abc). It is recommended to add a custom attribute to the token that contains a value which matches the user identifier in the ServiceNow identifier by applying a formula, and then leveraging that new property to do the claim mapping in Step 2.
  • Microsoft Learn Documentation describing the process of adding a new claim property: https://learn.microsoft.com/entra/external-id/customers/how-to-add-attributes-to-token

"How to set up a ServiceNow Power Platform connection that uses Microsoft Entra ID" references:

• External ID Token Authentication (OIDC) for Rest APIs - Support and Troubleshooting
• ServiceNow Catalog Microsoft Graph connector | Microsoft Learn

Creating a connection

The connector supports the following authentication types:

Basic Authentication	Sign in using basic authentication	All regions	Not shareable
Microsoft Entra ID OAuth using Certificate	OAuth with Microsoft Entra ID using PFX certificate.	POWERPLATFORM only	Shareable
Microsoft Entra ID User Login	Login with Microsoft Entra ID Credentials	All regions	Not shareable
Use Oauth2	Sign in with Oauth2	All regions	Not shareable
Default [DEPRECATED]	This option is only for older connections without an explicit authentication type, and is only provided for backward compatibility.	All regions	Not shareable

Basic Authentication

Auth ID: basicAuthentication

Applicable: All regions

Sign in using basic authentication

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name	Type	Description	Required
Instance	string	Name of the instance for service-now.com or custom URL for migrated account	True
Username	string	Username for this instance	True
Password	securestring	The password for this account	True

Microsoft Entra ID OAuth using Certificate

Auth ID: aadOAuthCert

Applicable: POWERPLATFORM only

OAuth with Microsoft Entra ID using PFX certificate.

This is shareable connection. If the power app is shared with another user, connection is shared as well. For more information, please see the Connectors overview for canvas apps - Power Apps | Microsoft Docs

Name	Type	Description	Required
Instance Name	string	The instance name used to identify the ServiceNow Site URl	True
Tenant ID	string		True
Client ID	string		True
Resource URI	string		True
Client certificate secret	clientCertificate	The client certificate secret allowed by this application	True

Microsoft Entra ID User Login

Auth ID: entraIDUserLogin

Applicable: All regions

Login with Microsoft Entra ID Credentials

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name	Type	Description	Required
Resource URI	string		True
Instance Name	string	The instance name used to identify the ServiceNow Site URL	True

Use Oauth2

Auth ID: oauth2ServiceNow

Applicable: All regions

Sign in with Oauth2

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name	Type	Description	Required
Instance Name	string	The instance name used to identify the ServiceNow Site URl	True
Client Id	string	The ID used to identify this application with the service provider	True
Client secret	securestring	The shared secret used to authenticate this application with the service provider	True

Default [DEPRECATED]

Applicable: All regions

This option is only for older connections without an explicit authentication type, and is only provided for backward compatibility.

This is not shareable connection. If the power app is shared with another user, another user will be prompted to create new connection explicitly.

Name	Type	Description	Required
Instance	string	Name of the instance for service-now.com or custom URL for migrated account	True
Username	string	Username for this instance	True
Password	securestring	The password for this account	True

Throttling Limits

Name	Calls	Renewal Period
API calls per connection	600	60 seconds

Actions

Create Record	Create a record in a ServiceNow table.
Delete an attachment (Preview)	Delete an attachment
Delete Record	Deletes a record for a ServiceNow object type like 'Incidents
Get Attachment Metadata (Preview)	Retrieve metadata for attachments
Get Knowledge Articles	Returns a list of knowledge base (KB) articles which can be searched and filtered
Get Record	Gets a record for a ServiceNow object type like 'Incidents'
Get Record Types	Lists the available record types
List Records	Gets records of a certain ServiceNow object type like 'Incidents'
Retrieve attachment content (Preview)	Retrieve attachment content
Retrieve attachment metadata (Preview)	Retrieve attachment metadata
Update Record	Updates a record for a ServiceNow object type like 'Incidents'
Upload a binary file as an attachment (Preview)	Uploads a binary file as an attachment to a specified record
Upload a multipart file attachment (Preview)	Upload an attachment from a multipart form

Create Record

Operation ID:

CreateRecord

Create a record in a ServiceNow table.

Parameters

Name	Key	Required	Type	Description
Record Type	tableType	True	string	Type of record to list
body	body	True	dynamic
Display System References	sysparm_display_value		boolean	Determines if system references should be included
Exclude Reference Links	sysparm_exclude_reference_link		boolean	Determines if reference links should be excluded
Fields	sysparm_fields		string	Comma-separated list of fields to be returned. Example: name,email,phone

Returns

The outputs of this operation are dynamic.

Delete an attachment (Preview)

Operation ID:

DeleteAttachment

Delete an attachment

Parameters

Name	Key	Required	Type	Description
sys_id	sys_id	True	string

Delete Record

Operation ID:

DeleteRecord

Deletes a record for a ServiceNow object type like 'Incidents

Parameters

Name	Key	Required	Type	Description
Record Type	tableType	True	string	Type of record to list
System ID	sysid	True	string	System ID for the record.

Get Attachment Metadata (Preview)

Operation ID:

GetAttachmentMetdata

Retrieve metadata for attachments

Parameters

Name	Key	Required	Type	Description
sysparm_limit	sysparm_limit		string	Limit to be applied on pagination. Note: Unusually large sysparm_limit values can impact system performance. Default: 1000
sysparm_offset	sysparm_offset		string	Number of records to exclude from the query. Use this parameter to get more records than specified in sysparm_limit. For example, if sysparm_limit is set to 500, but there are additional records you want to query, you can specify a sysparm_offset value of 500 to get the second set of records. Default: 0
sysparm_query	sysparm_query		string	Encoded query. Queries for the Attachment API are relative to the Attachments [sys_attachment] table. For example: (sysparm_query=file_name=attachment.doc)

Get Knowledge Articles

Operation ID:

GetKnowledgeArticles

Returns a list of knowledge base (KB) articles which can be searched and filtered

Parameters

Name	Key	Required	Type	Description
Fields	fields		string	Comma-separated list of fields from the Knowledge table.
Limit	limit		integer	Maximum number of records to return.
Query	query	True	string	Text to search for.
Filter	filter		string	Encoded query to use to filter the result set.
Kb	kb		string	Comma-separated list of knowledge base sys_ids.

Returns

Body

GetArticlesResponse

Get Record

Operation ID:

GetRecord

Gets a record for a ServiceNow object type like 'Incidents'

Parameters

Name	Key	Required	Type	Description
Record Type	tableType	True	string	Type of record to list
System ID	sysid	True	string	System ID for the record.
Display System References	sysparm_display_value		boolean	Determines if system references should be included
Exclude Reference Links	sysparm_exclude_reference_link		boolean	Determines if reference links should be excluded
Fields	sysparm_fields		string	Comma-separated list of fields to be returned. Example: name,email,phone

Returns

The outputs of this operation are dynamic.

Get Record Types

Operation ID:

GetRecordTypes

Lists the available record types

Returns

Body

GetTypesResponse

List Records

Operation ID:

GetRecords

Gets records of a certain ServiceNow object type like 'Incidents'

Parameters

Name	Key	Required	Type	Description
Record Type	tableType	True	string	Type of record to list
Display System References	sysparm_display_value		boolean	Determines if system references should be included
Exclude Reference Links	sysparm_exclude_reference_link		boolean	Determines if reference links should be excluded
Query	sysparm_query		string	Encoded query used to filter the result set. Example: active=true^ORDERBYnumber^ORDERBYDESCcategory
Limit	sysparm_limit		integer	Limit to be applied on pagination. The default is 10000.
Offset	sysparm_offset		integer	Number of records to exclude from the query.
Fields	sysparm_fields		string	Comma-separated list of fields to be returned. Example: name,email,phone

Returns

The outputs of this operation are dynamic.

Retrieve attachment content (Preview)

Operation ID:

RetrieveAttachmentContent

Retrieve attachment content

Parameters

Name	Key	Required	Type	Description
sys_id	sys_id	True	string

Retrieve attachment metadata (Preview)

Operation ID:

RetrieveAttachmentMetadata

Retrieve attachment metadata

Parameters

Name	Key	Required	Type	Description
sys_id	sys_id	True	string

Update Record

Operation ID:

UpdateRecord

Updates a record for a ServiceNow object type like 'Incidents'

Parameters

Name	Key	Required	Type	Description
Record Type	tableType	True	string	Type of record to list
System ID	sysid	True	string	System ID for the record.
body	body	True	dynamic
Display System References	sysparm_display_value		boolean	Determines if system references should be included
Exclude Reference Links	sysparm_exclude_reference_link		boolean	Determines if reference links should be excluded
Fields	sysparm_fields		string	Comma-separated list of fields to be returned. Example: name,email,phone

Returns

The outputs of this operation are dynamic.

Upload a binary file as an attachment (Preview)

Operation ID:

UploadAttachmentFile

Uploads a binary file as an attachment to a specified record

Parameters

Name	Key	Required	Type	Description
table_name	table_name	True	string	Name of the table to which you want to attach the file
table_sys_id	table_sys_id	True	string	Sys_id of the record on the specified table to which you want to attach the file
file_name	file_name	True	string	Name to give the attachment
file	file	True	binary	Binary file to attach to the specified record

Returns

Body

UploadAttachmentResponse

Upload a multipart file attachment (Preview)

Operation ID:

UploadAttachment

Upload an attachment from a multipart form

Parameters

Name	Key	Required	Type	Description
attachment_content	attachment_content	True	file	Attachment to upload
table_name	table_name	True	string	Name of the table to which you want to attach the file.
table_sys_id	table_sys_id	True	string	Sys_id of the record on the specified table to which you want to attach the file

Returns

Body

UploadAttachmentResponse

Definitions

UploadAttachmentResponse

Name	Path	Type	Description
average_image_color	result.average_image_color	string	If the attachment is an image, the sum of all colors.
compressed	result.compressed	string	Flag that indicates whether the attachment file has been compressed.
content_type	result.content_type	string	Content-type of the associated attachment file, such as image or jpeg or application/x-shockwave-flash.
created_by_name	result.created_by_name	string	Full name of entity that originally created the attachment file.
download_link	result.download_link	string	Download URL of the attachment on the ServiceNow instance.
file_name	result.file_name	string	File name of the attachment.
image_height	result.image_height	string	If an image file, the height of the image. Unit: Pixels
image_width	result.image_width	string	If an image file, the width of the image. Unit: Pixels
size_bytes	result.size_bytes	string	Size of the attachment. Unit: Bytes
size_compressed	result.size_compressed	string	Size of the attachment. Unit: Bytes
sys_created_by	result.sys_created_by	string	Entity that originally created the attachment file.
sys_created_on	result.sys_created_on	string	Date and time that the attachment file was initially saved to the instance.
sys_id	result.sys_id	string	Sys_id of the attachment file.
sys_mod_count	result.sys_mod_count	string	Number of times the attachment file has been modified (uploaded to the instance).
sys_tags	result.sys_tags	string	Any system tags associated with the attachment file.
sys_updated_by	result.sys_updated_by	string	Any system tags associated with the attachment file.
sys_updated_on	result.sys_updated_on	string	Date and time that the attachment file was last updated.
table_name	result.table_name	string	Name of the table to which the attachment is associated.
table_sys_id	result.table_sys_id	string	Sys_id of the table associated with the attachment.
updated_by_name	result.updated_by_name	string	Full name of entity that last updated the attachment file.

GetTypesResponse

Name	Path	Type	Description
result	result	array of object	Result set of all record types for current instance.
Display name	result.label	string	Display name of the record type.
Value	result.value	string	Value of the record type.

GetArticlesResponse

Name	Path	Type	Description
Count	meta.count	integer	Number of available KB articles
End	meta.end	integer	Ending index of the result set
Fields	meta.fields	string	Fields in the article
Filter	meta.filter	string	Filter used to acquire the data
Kb	meta.kb	string	List of knowledge base article sys_ids
Language	meta.language	string	List of comma-separated languages of the KB articles that were requested
Query	meta.query	string	Specified request query
Start	meta.start	string	Starting index of result set
Status	meta.status.code	string	Status of the call
Kb	meta.ts_query_id	string	List of comma-separated languages of the KB articles that were requested
articles	articles	array of object
Display Value	articles.fields.display_value	string	Display value of the requested field
Label	articles.fields.label	string	Label representing the requested field
Name	articles.fields.name	string	Name of the requested field
Type	articles.fields.type	string	Data type of requested field
Value	articles.fields.value	string	Value of the requested field
Link	articles.Link	string	Link to the article
id	articles.id	string	Knowledge article sys_id from the Knowledge [kb_knowledge] table
Number	articles.number	string	Knowledge article sys_id from the Knowledge [kb_knowledge] table
Rank	articles.rank	float	Search rank of article specific to this search
Score	articles.score	float	Relevancy score, results sorted in descending order by score
Snippet	articles.snippet	string	Text showing a small portion of the knowledge article
Title	articles.title	string	Short description or title of the knowledge article