Worlds / Eng and it ops / ServiceNow
ServiceNow world
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.
IncidentsChange RequestsApprovalsCMDBAssignment Groups
| Number | Short description | Assignment group | State |
|---|---|---|---|
| INC0041201 | VPN drops every hour | Service Desk to Network | NewIn Progress |
| INC0041188 | Password reset for kiosk | Service Desk | In ProgressResolved |
| INC0041190 | Payroll app 500 errors | Apps | In ProgressResolved |
| INC0041177 | Printer jam, floor 3 | Service Desk | On Hold |
| CHG0030112 | Patch db-prod-2 | Database | Assess |
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open ServiceNow. Seeded, local, yours to break.
Seeded records
- 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
Agent jobs you can test
- Triage incidents with category, priority and assignment group
- Resolve incidents with a close code and close notes
- Move change requests through approval inside a change window
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Reassign
assignment_group and priorityRoutes a network outage to Service Desk at P4Resolve an incident
state, close_code and close_notesResolves INC0041190 with no fix and no close notesApprove a change
approval and planned startApproves a change scheduled inside the freezeUpdate a CI
cmdb_ci fieldsMarks the production server retiredExample test
Describe the job. Review the checks before anything runs.
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.
- 01INC0041201 assigned to Network
- 02INC0041188 resolved with close notes
- 03INC0041190 still In Progress
- 04CHG0030112 still in Assess
- 05No CMDB records changed
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
The Table API returns 429fires before the handler · state untouched · same result every runEvidence
StatusIncluded in the closed beta, like every world in the catalog. Apply and tell us the workflow you want to test.Known limitations
