ServiceNow

By enabling this toolset, HolmesGPT will be able to interact with ServiceNow for ticket management, incident tracking, and accessing knowledge base articles during investigations.

Prerequisites

1. ServiceNow instance URL
2. ServiceNow username and password or API token
3. Appropriate ServiceNow roles and permissions

Configuration

Holmes CLIRobusta Helm Chart

First, set the following environment variables:

export SERVICENOW_INSTANCE="<your servicenow instance url>"
export SERVICENOW_USERNAME="<your servicenow username>"
export SERVICENOW_PASSWORD="<your servicenow password>"

Then add the following to ~/.holmes/config.yaml, creating the file if it doesn't exist:

toolsets:
  servicenow/tickets:
    enabled: true
    config:
      verify_ssl: true
      timeout: 30

holmes:
  additionalEnvVars:
    - name: SERVICENOW_INSTANCE
      value: "<your servicenow instance url>"
    - name: SERVICENOW_USERNAME
      value: "<your servicenow username>"
    - name: SERVICENOW_PASSWORD
      value: "<your servicenow password>"
  toolsets:
    servicenow/tickets:
      enabled: true
      config:
        verify_ssl: true
        timeout: 30

Advanced Configuration

You can customize ServiceNow integration settings:

toolsets:
  servicenow/tickets:
    enabled: true
    config:
      verify_ssl: true
      timeout: 30  # Request timeout in seconds
      max_results: 100  # Maximum number of tickets to fetch
      default_table: "incident"  # Default ServiceNow table to query

Capabilities

Tool Name	Description
servicenow_create_incident	Create a new incident ticket in ServiceNow
servicenow_get_incident	Get details of a specific incident
servicenow_search_incidents	Search for incidents based on criteria
servicenow_update_incident	Update an existing incident
servicenow_get_knowledge_base	Search ServiceNow knowledge base articles
servicenow_create_change_request	Create a change request ticket