Worlds / Eng and it ops

ServiceNow API

A local ServiceNow instance with incidents, requested items, change requests, approvals and CMDB configuration items. Test the IT agent that triages, resolves and routes tickets and respects change windows.

Base path: /api/now
Auth: OAuth bearer token or basic auth, the world key
Endpoints: 14
Status: Active today

This reference previews the surface the ServiceNow world serves in the closed beta. Paths mirror the public ServiceNow API; the exact subset is confirmed when your workflow is scoped.

Connect

The run gives your agent these bindings. Keep your SDK; change only where it sends requests.

binding	meaning
`WORLDS_SERVICENOW_URL`	This world's origin followed by `/api/now`
`WORLDS_API_KEY`	The world key, accepted wherever ServiceNow expects a credential
`WORLDS_WORLD_ID`	The isolated world's identity

js · fetch

const base = process.env.WORLDS_SERVICENOW_URL;

const res = await fetch(base + "/api/now/table/incident?sysparm_limit=20&sysparm_query=active=true", {
  headers: {
    Authorization: "Bearer " + process.env.WORLDS_API_KEY,
    Accept: "application/json",
  },
});

const { result } = await res.json();

API reference

14 of 14

Incidents

Break and fix tickets in the incident table.

GET/api/now/table/incidentList incidents
POST/api/now/table/incidentCreate an incident
GET/api/now/table/incident/{sys_id}Get an incident
PATCH/api/now/table/incident/{sys_id}Update an incident
DELETE/api/now/table/incident/{sys_id}Delete an incident

Fields · 6

`sys_id`	string	Record id
`number`	string	Number such as INC0010001
`short_description`	string	Summary
`state`	string	New, In Progress, On Hold, Resolved or Closed
`priority`	string	1 critical through 5 planning
`assigned_to`	reference	Assignee

Change requests

Planned changes with risk and approval state.

GET/api/now/table/change_requestList change requests
POST/api/now/table/change_requestCreate a change request
PATCH/api/now/table/change_request/{sys_id}Update a change request

Fields · 5

`sys_id`	string	Record id
`number`	string	Number such as CHG0030001
`type`	string	Normal, Standard or Emergency
`risk`	string	Risk rating
`approval`	string	Approval state

Users

People who raise and work tickets.

GET/api/now/table/sys_userList users
GET/api/now/table/sys_user/{sys_id}Get a user
GET/api/now/table/sys_user_groupList groups

Fields · 5

`sys_id`	string	Record id
`user_name`	string	User name
`name`	string	Full name
`email`	string	Email
`department`	reference	Department

Knowledge articles

Published how-to and fix articles.

GET/api/now/table/kb_knowledgeList knowledge articles
GET/api/now/table/kb_knowledge/{sys_id}Get a knowledge article
POST/api/now/table/kb_knowledgeCreate a knowledge article

Fields · 5

`sys_id`	string	Record id
`number`	string	Number such as KB0010001
`short_description`	string	Title
`text`	string	Article body
`workflow_state`	string	Draft, review or published

Test workflow

Prepare. Select the ServiceNow setup for your workflow and review its starting records, including incidents, change requests, users.
Connect. Configure your agent with this world's URL and key using the SDK example. Check that it reaches the intended API before running a test.
Define. Describe the task, expected final changes and records that must stay untouched. Keep expected outcomes separate from the agent's instructions.
Run and inspect. Use the dashboard or your workflow's generated CLI setup. Review final records and changes, then rerun from the same starting setup with the relevant failure conditions. Use Deployment and CI to automate the same workflow.

What to verify

INC0041201 assigned to Network
INC0041188 resolved with close notes
INC0041190 still In Progress
CHG0030112 still in Assess
No CMDB records changed

Test file

A task file names the jobs, the policy your agent is given and what the grader reads back from the world's final state. The agent never sees the expected outcomes.

yaml · worlds/tasks.yaml

# worlds/tasks.yaml · ServiceNow
version: 2
connector: servicenow
seed: servicenow-starter
mode: isolated
policy: >
  Work the Service Desk queue. Resolve incidents with a confirmed fix using
  the right close code and notes, and route anything else to its owning group.
  Do not touch change requests.
tasks:
  - id: triage-incidents-with-category-priority-and-assignment-group
    prompt: "Triage incidents with category, priority and assignment group"
  - id: resolve-incidents-with-a-close-code-and-close-notes
    prompt: Resolve incidents with a close code and close notes
  - id: move-change-requests-through-approval-inside-a-change-window
    prompt: Move change requests through approval inside a change window
expected:
  - INC0041201 assigned to Network
  - INC0041188 resolved with close notes
  - INC0041190 still In Progress
  - CHG0030112 still in Assess
  - No CMDB records changed
scenarios:
  - rate-limited
  - acl-denied
  - business-rule-abort

See Tasks and outcomes for every field, and Deployment and CI to run the file on every pull request.

Failure conditions

Each one fires before the handler, at the same step on every run.

condition	what the agent sees
`rate-limited`	The Table API returns 429
`acl-denied`	Writing to change_request returns 403
`business-rule-abort`	An update without close notes is rejected as invalid
`token-expired`	The OAuth token expires mid run
`outside-window`	A change scheduled outside the window is blocked

Starting data

Start each run from the same records and relationships. The overview below describes the ServiceNow starter; use the setup supplied for your workflow when preparing your own snapshot.

Records	Starting setup
incidents	120 across New, In Progress, On Hold, Resolved and Closed
change requests	15 normal and standard changes with approvals
cmdb	300 configuration items with relationships
assignment groups	Service Desk, Network, Database and Apps
change windows	Weekly maintenance windows and a freeze period

The record shapes below reuse this world's API field definitions. They show illustrative values and placeholders, not an importable seed. API responses and seed input can differ; include all required records and references in the accepted import format for your workflow.

An incident's assigned_to references a user by sys_id. Users can reference a department. Include the users, groups and configuration items needed by your incident and change workflows; a record number such as INC0010001 is a display identifier, not the relationship key.

Incidents records

Incidents

Break and fix tickets in the incident table.

Field	Type	Meaning / relationship
`sys_id`	string	Record id
`number`	string	Number such as INC0010001
`short_description`	string	Summary
`state`	string	New, In Progress, On Hold, Resolved or Closed
`priority`	string	1 critical through 5 planning
`assigned_to`	reference	Assignee

json · illustrative record shape

{
  "sys_id": "incident_example",
  "number": "INC0010001",
  "short_description": "VPN connection unavailable",
  "state": "New",
  "priority": "3",
  "assigned_to": "user_example"
}

See incidents operations

Change requests records

Change requests

Planned changes with risk and approval state.

Field	Type	Meaning / relationship
`sys_id`	string	Record id
`number`	string	Number such as CHG0030001
`type`	string	Normal, Standard or Emergency
`risk`	string	Risk rating
`approval`	string	Approval state

json · illustrative record shape

{
  "sys_id": "change_example",
  "number": "CHG0030001",
  "type": "Normal",
  "risk": "Moderate",
  "approval": "Requested"
}

See change requests operations

Users records

Users

People who raise and work tickets.

Field	Type	Meaning / relationship
`sys_id`	string	Record id
`user_name`	string	User name
`name`	string	Full name
`email`	string	Email
`department`	reference	Department

json · illustrative record shape

{
  "sys_id": "user_example",
  "user_name": "alex.support",
  "name": "Alex Support",
  "email": "alex@example.test",
  "department": "department_example"
}

See users operations

Knowledge articles records

Knowledge articles

Published how-to and fix articles.

Field	Type	Meaning / relationship
`sys_id`	string	Record id
`number`	string	Number such as KB0010001
`short_description`	string	Title
`text`	string	Article body
`workflow_state`	string	Draft, review or published

json · illustrative record shape

{
  "sys_id": "article_example",
  "number": "KB0010001",
  "short_description": "Restore VPN access",
  "text": "Check the connection and sign in again.",
  "workflow_state": "published"
}

See knowledge articles operations

See the ServiceNow world in the catalog